• 품질경영학회지
• /
• 제41권2호
• /
• pp.261-276
• /
• 2013

Purpose: This study intends to offer strategic implications that can be used in Korean medicine hospitals through analysis of causal relationship among factors focusing on image improvement and trust building. Methods: Differential model was introduced to test causal relationship. Questionnaire was developed, and data was collected and analyzed with Structural Equation Modeling. Results: Medical service has effects on image, trust, and CS. CS has an effect on trustworthiness, and trustworthiness has positive effect on loyalty intention and has negative effect on switching intention. Emotional attachment has moderating functions between trust and loyalty intention and between trust and switching intention. Conclusion: This study offers practical implications to relevant managers, at the same time it has limitations that omits relevant study of inducing factor for emotional attachment.

• 한국소프트웨어감정평가학회 논문지
• /
• 제15권2호
• /
• pp.129-140
• /
• 2019

In the IoT environment, there is a huge amount of heterogeneous devices with limited capacity. Existing trust evaluation methods are not adequate to accommodate this requirement due to the limited storage space and computational resources. In addition, since IoT devices are mainly human operated devices, the trust evaluation should reflect the social relations among device owners. There is also a need for a mechanism that reflects the tendency of the trustor and environmental factors. In this paper, we propose an adaptable trust evaluation method for SOA-based IoT system to deal with these issues. The proposed model is designed to minimize the confidence bias and to dynamically respond to environmental changes by combining direct evaluation and indirect evaluation. It is expected that it will be possible to secure trust through quantitative evaluation by providing feedback based on social relationships.

• 한국식품조리과학회지
• /
• 제25권5호
• /
• pp.545-556
• /
• 2009

The purposes of this study were to understand the influence of perceived service quality in Korean food restaurants on customer satisfaction and behavioral intention and to empirically analyze whether trust plays a mediating role between both the relations of the perceived service quality and customer satisfaction and the perceived service quality and behavioral intention. Based on total 303 samples obtained from empirical research, this study reviewed the reliability and fitness of the research model and verified a total of 5 hypotheses using the Amos program. The hypothesized relationships in the model were tested simultaneously by using a structural equation model(SEM). The proposed model provided an adequate fit to the data, $X^2{_{(df131)}}$ = 536.566, p<.01, RMR .126, GFI .841, NFI .896, CFI .919, RMSEA .101. The SEM results showed that the perceived service quality(${\beta}$= .823, t = 9.392, p<.001) had a significant positive effect on trust had a significant positive effect on trust, and trust had a significant positive effect on customer satisfaction(${\beta}$ = .730, t = 14.202, p<.001) and behavioral intention(${\beta}$ = .239, t = 3.362, p<.001). Also, customer satisfaction had a significant positive effect on behavioral intention(${\beta}$ = .509, t = 6.978, p<.001). In addition, the effect of the perceived service quality in Korean food restaurants upon behavioral intention was found to be partially mediated by the trust.

• 산경연구논집
• /
• 제10권4호
• /
• pp.43-56
• /
• 2019

Purpose - The purpose of this study is to classify the quality factors of chicken restaurant customers with the service quality based on the SERVQUAL, the quality factors based on the selection attributes and service qualities of chicken restaurants used in the previous studies. Research design, data, and methodology - This survey was carried out on the students of Kangwon University in Samchuk City, Kangwon Province from November 20 - November 30, 2017, and a total of 260 questionnaires were distributed, with 222 collected. Of them, effective questionnaires applied in the final study were a total of 193 except 29 that couldn't be used. Results - The findings of this study are as follows: Firstly, chicken restaurants' quality factors were divided into seven categories like cleanliness, service encounter quality, product quality, aesthetics, overall interior, purchase quality, and convenience. Secondly, it showed that service encounter quality, purchase quality, and cleanliness had a positive impact on customer satisfaction, respectively. Thirdly, it showed that service encounter quality, purchase quality, and cleanliness had a positive impact on trust, respectively. Fourthly, it showed that customer satisfaction had a positive impact on behavioral intention. Additionally, it suggested that customer satisfaction of chicken restaurant consumers had a positive impact on behavioral intention and thereby, higher customer satisfaction leads to higher levels of reuse and recommendation intention. Lastly, after checking the effect relations of trust between customer satisfaction about chicken restaurant and behavioral intention, it was analyzed that customer satisfaction has a positive impact on trust and trust has a positive impact on behavioral intention. On the other hand, it showed that trust have a partially mediating effect in the relations between customer satisfaction and behavioral intention. But, it showed that product quality, aesthetics, overall interior, purchase quality, and convenience did not have a positive impact on customer satisfaction. Conclusions - Chicken restaurant consumers put more priority on friendly and good services of chicken restaurant staff in service encounter and delivery order, rather than on reasonable price and discount systems. Thereby, chicken restaurant marketers need to take factors like service encounter quality, cleanliness into more consideration.

• 품질경영학회지
• /
• 제49권4호
• /
• pp.483-503
• /
• 2021

Purpose: The purpose of this study is to investigate the service quality factors in terms of customer trust, satisfaction and loyalty of the Korean telecommunication companies(SKT, KT, LG U+). Specifically, this study presents new business strategies of the each company, thereby pursuing the innovation for mature stage. Methods: To analyze the telecommunication service quality factors that contribute to customer trust, satisfaction and loyalty, this study conducted a survey targeting customers of each company. Using the data collected, the research model was built, and empirical analysis was performed through statistical processing to verify the model. Furthermore, the clarification of each hypothesis were held including the comparison analysis of each company data. Results: The results of this study are as follows; (1) When it comes to total dataset, all quality factors including trust, satisfaction and loyalty showed significant relationship, accepting every hypothesis. (2) However, for SKT and LG U+, empathy showed no significant impact on trust while the others showed significant effect. (3) Finally for KT, all service quality factors such as responsiveness, empathy, security, and customer enablement had a significant effect on trust. Conclusion: As the development of platform industry are intensified, telecommunication companies are required to manage service quality factors thoroughly, especially focusing on customer privacy and security.

• 한국콘텐츠학회논문지
• /
• 제16권1호
• /
• pp.541-557
• /
• 2016

본 연구의 목적은 치과서비스를 대상으로 서비스 개별성, 서비스 능력, 서비스 공감성 등 서비스특성이 신뢰, 감정적 몰입 및 계산적 몰입에 미치는 영향력을 확인하고, 또한 신뢰, 감정적 몰입, 계산적 몰입, 고객 충성도 관계를 확인함으로써 감정적 몰입과 계산적 몰입의 인과적 역할을 설명하는데 있다. 본 연구는 SPSS 20.0 및 AMOS 16.00 통계패키지를 이용하여 구조방정식모형분석으로 연구가설을 검증하였다. 분석 결과 첫째, 서비스개별성은 감정적 몰입에 영향을 주었고, 서비스능력은 신뢰에 영향을 주었으며, 서비스공감성은 감정적 몰입 및 신뢰에 영향을 주었지만, 계산적 몰입은 어떠한 서비스특성에 영향을 받지 않았다. 둘째, 신뢰는 감정적 몰입에는 영향을 주지 않은 반면 계산적 몰입 및 고객 충성도에는 긍정적인 영향을 주었다. 셋째, 감정적 몰입 및 계산적 몰입은 고객 충성도에 긍정적인 영향을 주었다. 따라서 치과서비스제공자는 이용자에게 서비스 능력과 공감성을 제시하여 신뢰를 높이고, 서비스 개별성과 공간성으로 감정적 몰입을 높이는 차별적 관계형성이 필요할 것이다. 또한 신뢰가 형성된 고객은 직접적으로 고객충성도를 유도하거나 또는 다양한 혜택을 제시하여 간접적으로 고객충성도를 구축해야 하며, 감정적 애착이 높은 고객은 강력한 고객충성도를 구축할 수 있도록 적합한 마케팅전략을 제시해야할 것이다.

• 품질경영학회지
• /
• 제38권3호
• /
• pp.378-390
• /
• 2010

From the perspective of employees working for public service agencies, we analyzed the causal relationship between service quality, relationship quality, design quality, customer satisfaction, and trust in public services. We conduct statistical analyses on the quality attributes we derived from a critical incident technique(CIT) analysis and build a measurement model, which has a second-order hierarchical structure. Survey data was collected from social work, childcare, and healthcare services. Using a structural equation modeling method, we identify a causal model and simultaneously estimate factor loadings and path coefficients. We find that all the quality dimensions are antecedents to satisfaction and then satisfaction precedes trust. The results show that service quality and design quality mediate in parallel the effect of relationship quality on satisfaction and both relationship and design qualities have stronger effects on satisfaction rather than service quality.

• 한국항공운항학회지
• /
• 제25권1호
• /
• pp.11-22
• /
• 2017

Aviation/tourism industry has a unique characteristic of high inter-dependance between customer and service-provider. It is the mental condition of service-provider that could influence on the attitude of the service-provider. Thus, it is important to manage the mental condition of the service employees to enhance a company's financial performance. This paper tries to analyze the combined model of both policy acceptance and service profit chain(SPC) models. First, service policy acceptance model tells how the service policy acceptance, which consists of policy compliance, trust, participation and policy failure, would influence on SPC model. According to empirical research, it was found that both the employees' policy compliance and the policy trust have a positive significant impact on their participation on service policy. In the policy acceptance model, the employee's voluntary participation based on their trust and compliance of the policy was proven to have a positive effect on increasing job satisfaction and customer orientation. Regarding SPC model, their participation in the policy had the strongest impact among variables on customer orientation. Such results implies the employees' participation on the policy could become the starting point to enhance the customer value.

• Journal of Information Technology Applications and Management
• /
• 제28권2호
• /
• pp.1-16
• /
• 2021

In recent years, as IT technologies such as cloud computing and mobile payment have evolved and Internet users have increased, the Internet financial market has become intelligent, mobile, and platformed. This study considers the impact of the psychological characteristics of platform systems and users on the performance of fintech platforms. The results of this study are as follows. Information quality affected trust and commitment, service quality affected commitment only, and system quality affected trust and commitment. The perceived risk affected trust and commitment, and the perceived benefit only affected trust and was shown to have an insignificant relationship with immersion. Trust has been shown to have a significant relationship with commitment, and both trust and commitment affected performance. In the validation of mediation effects, trust has shown a partially mediated effect between information quality, system quality, perceived risks, and perceived benefits and performance. There was no mediation effect between service quality and performance. Immersion has been shown to have a partial mediating effect between information quality, service quality, system quality, perceived risk and performance, and there is no mediating effect between perceived benefits and performance. This study showed what are the main factors that affect the performance of the fintech platform and will be used as a useful foundation for increasing the performance of the platform in the future.

• 보건의료산업학회지
• /
• 제7권2호
• /
• pp.113-124
• /
• 2013

The purpose of this study is to investigate of determinants of hospital organization trust affecting to hospital worker's trust in organization. This study was measured levels of trust in organization of hospital workers and 5 determinants of organization trust, organizational fairness, consideration, morality, competence and responsibility toward a society. Levels of trust in organization of hospital workers and determinants of organization trust were assessed using a sample of 190 employees who work at 2 hospitals in Seoul, Kyunggi. Data were collected by self-administered questionnaires from november 22 to 29 in 2012 and analyzed SPSS 18 by using t-test, ANOVA and regression analysis. The results of this study indicate that organizational fairness, consideration and responsibility toward a society among 5 determinants were positively related to levels of trust in organization of hospital workers. Based on these findings, it can be defined that 5 determinants of hospital organization trust influences levels of trust in organization of hospital workers. The implications of this study are discussed and areas for future research are presented.