• Journal of the Korean Society for Railway
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• v.9 no.1 s.32
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• pp.81-88
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• 2006

The purpose of this study is to verify the dimensions of service quality of Korea Train Express(KTX) and to compare the service quality of KTX with that of general train. The researcher consisted of initial 32 items representing eight-dimension and analyzed the final quality dimensions of KTX. The collected data of passenger of 226 was analyzed by statistical procedures such as the iterative sequence of computing Cronbach's a, corrected item-to total correlations, and factor analyses. Through the repeated statistical process to puritY the items, a final set of 26 items representing six district dimensions; tangibles, timely responsiveness, empathy, comfort, information access and safety. The Results of independent samples t-test showed that the mean scores of all the service quality dimensions of KTX except for comfort were higher than those of general train. This finding will provide the more appropriate instrument to measure the KTX service quality as well as to improve the passengers' perception of the service quality.

• Culinary science and hospitality research
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• v.14 no.1
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• pp.134-143
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• 2008

The purpose of this study is to identify the critical service factors, which influence the customers' satisfaction and loyalty to pizza restaurant's customers in Korea. In order to meet this purpose, we surveyed 185 customers who have visited Imsilcheese pizza restaurants. This survey used the SERVPERF service quality measuring theory. The results are as follows: Service Quality consists of 6 factors which are Assurance, Tangibles, Quality of Pizza, Responsiveness, Empathy and Reliability. Customers' satisfaction is affected by 6 factors of service quality. Responsiveness is most influential in customers' satisfaction while Assurance is most crucial to their loyalty. Customers' satisfaction has a significant effect on the customers' loyalty.

• Korea Journal of Hospital Management
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• v.16 no.1
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• pp.27-49
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• 2011

This study tried to examine the antecedents of antecedents of trust and customer response at the healthcare service. A total of 230 patient' data were used with a structural equation analysis. They were verified by covariance modeling, using SPSS 18.0 and AMOS 5.0program. Trust is significantly affected by the three factors. Doctors' professionalism and effort of relationship continuity have a positive impact on trust simultaneously. Also, brand reputation have a positive impact on trust simultaneously. But, Trust is not significantly affected by tangibles. And, Trust has a not positive impact on the word of mouth(WOM). Satisfaction has a positive impact on the repurchase and WOM. Repurchase has a positive impact on the WOM.

• Journal of the Korean Society of Clothing and Textiles
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• v.31 no.1 s.160
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• pp.85-94
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• 2007

This study analysed the structural relationship of customer satisfaction and behavioral intentions for service quality. Service quality factors were defined as tangibles, reliability, responsiveness, assurance, and empathy. Behavioral intentions were defined as loyalty and brand switch. A LISREL model was used to develop dimensions of service quality and to investigate the structural relationship between overall service quality, customer satisfaction and behavioral intentions on department stores. The results and implications are that there is a significant relationship between service quality and overall satisfaction. Furthermore, a significant relationship exists between overall satisfaction and behavioral intentions. This study also shows that overall service quality affects customer satisfaction and behavioral intention.

• Journal of Korean Society for Quality Management
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• v.35 no.1
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• pp.61-72
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• 2007

The purpose of this research is to identify causalities among service quality, service value, customer satisfaction and customer loyalty. A Structural Equation Model is used to test the hypothesis of conceptual model. To test the model, we collect data by conducting a survey with 508 patients. Empirical result indicates that three factors such as tangibles, assurance, and empathy have direct impact on service value and customer satisfaction. Especially, customer loyalty is positively related not with service value but with customer satisfaction.

• Journal of the Korean Society of Food Science and Nutrition
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• v.46 no.2
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• pp.251-258
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• 2017

The objective of this study was to analyze patient satisfaction and perception of nutritional counseling services quality. A patient satisfaction and perception survey was conducted for 1,095 patients from 43 tertiary hospitals and 20 general hospitals. The number of returned questionnaires was 656 (response rate: 60.0%). Data from 633 questionnaires were analyzed after the questionnaires with unanswered items were excluded. Five domains were identified from the result of the factor analysis using the maximum likelihood and oblique rotation. The five domains were named empathy, responsiveness, tangibles, reliability, and skill and specialty. Patient perception mean score of nutritional counseling was 4.54/5.00. Patient satisfaction scores were significantly higher in empathy (P<0.001), responsiveness, and skill and specialty (P<0.01) with a college or graduate school education than in patients with a middle school education. There was no statistically significant difference between satisfaction scores in tertiary hospitals and those in general hospitals, but patients in capital hospitals reported significantly higher scores than their local counterparts in empathy, responsiveness, reliability, skill and specialty (P<0.001), and tangibles (P<0.05). In responsiveness, significantly higher (P<0.01) scores were observed in patients who received nutritional counseling only once compared to patients who received counseling two times. Patients perception of nutritional counseling services was significantly correlated with their satisfaction of five domains, reliability (r=0.721), responsiveness (r=0.697), empathy (r=0.690), skill and specialty (r=0.678), and tangibles (r=0.622).

• Korean Business Review
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• v.17
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• pp.1-26
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• 2004

After IMF crisis in late 1997, the environment of banking industry has become competitive. To survive in this circumstance, the Local Nong-Hyup is needed to understand the customer's needs and improve the service quality. To achive the purpose, two methods were employed in this study. The first corvered the review of related literature on service. The second adopted field survey approach for data. The study model was developed using Venkatakrishnan & Jagannathan's "An Enhanced Model for Measuring Service Quality" model and details of study as follows. 1. What is the determination factors of service quality for Local Nong-Hyup. 2. Are there differences between "service perception" and "service expectation" for Local Nong-Hyup. 3. Does banking service determination factor of Local Nong-hyup affects customer's satisfaction. 4. Does banking service determination factor of Local Nong-hyup affects customer's repurchase. 5. Does customer's satisfaction for Local Nong-hyup relates repurchase. The samples of this study were extracted at random from the customers of Local Nong-hyup. The results of the questionnaire were analyzed to do frequency analysis, factor analysis, t-test, regression analysis, cross sectional analysis using SPSS Win 10. The results are as follows, First, as determination factors of service quality for Local Nong-Hyup "Reliability, Empathy, Tangibles, Convenience" were extracted by factor analysis. Secondly, using t-test, it was found that there are factor's gap between service anticipation and service perception. Thirdly, using regression analysis, it was found that except Convenience factor, Reliability, Empathy and Tangibles factors affect customer's satisfaction. Forthly, using regression analysis, it was found that all the factors affect repurchase. Finally, using cross sectional analysis, it was found that customer's satisfaction and customer's repurchase correlate.

• Journal of Distribution Science
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• v.13 no.11
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• pp.79-92
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• 2015

Purpose - The aim of this study is to develop an empirical model of the effects of traditional market service quality factors on customer value, relationship quality, and behavior. The specific objectives of the study are as follows: 1) to classify study objects into cultural tourism markets and non-cultural tourism markets as well as to verify the differences in service quality among the two markets and, 2) to present practical service marketing methods that fit with the characteristics of the traditional markets by amending the five quality evaluation items of SERVQUAL (a multiple-item scale for measuring service quality)to suit the characteristics of the traditional markets and establish the relationship among customer value, relationship quality, and behavior intention. Research design, data, and methodology - The study methods of empirical investigation are as follows. First, this study selected for a study object the Suwon Paldalmun Gate Market to represent the cultural tourism market, and general traditional markets to represent the non-cultural tourism market. This study also conducted personal interviews in order to increase the response rate and collected a total of 418 responses between March 18, 2014 and April 05, 2014. The total of 418 responses used for this study excluded 14 responses that had either misleading information or missing values. Results - This study verified the perceived differences of service quality based on traditional market specialization through an independent sample t-test. It appeared that the perceived service quality of the cultural tourism market was generally higher than that of the non-cultural tourism market. This study executed a path analysis in order to examine the effects of service quality factors on customer value, relationship quality, and behavior intention. This study also comprehensively analyzed the specialized market and non-specialized market separately. Although there were some differences among the results, the overall results were uniform. It appeared that convenience, reliability, and empathy, among the service quality factors, exerted meaningful effects on customer value. On the other hand, convenience, reliability, responsiveness, and empathy, excluding the tangibles, exerted meaningful effects on the relationship quality. In addition, it appeared that all service quality factors exerted meaningful effects on the customer value, relationship quality, and behavior intention. Therefore, the study verified that all of the hypotheses formulated in the study were generally adopted. Conclusions - The implication of this study may be classified into academic and practical implication as follows. With respect to the academic implication, it seems that this study is among the early studies to verify the differences between the cultural tourism market and the non-cultural tourism market. The practical implication of this study is that the perceived service quality, such as convenience, reliability, responsiveness, and tangibles, excluding empathy, was higher in the cultural tourism market than in the non-cultural tourism market. This means that customer satisfaction is enhanced by governmental aid such as hardware, software, and information and communications technology.

• Journal of Navigation and Port Research
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• v.40 no.4
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• pp.223-230
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• 2016

While marine transport freight is steadily increasing, people are more interested in terminals handling cargo. But the domestic researches on terminals were almost on container terminal. This study attempted to study the service quality for bulk terminals. The users of bulk terminal services were divided into shipowners and shippers to compare their differences by using bulk terminal service provided. During the attributions proposed in this study, Tangibles were descripted by the numbers of berth or depth, facilities, and so on. So it was suitable to consider the tangibles by formative indicators. And also this study has tried using "reflective model" and "formative model" to make a measurement model for comprehensive analyses. The results showed that all of the items were significant except the relation between empathy and performance satisfaction in the overall measurement model analyses. User groups difference analyses results have showed that the trust responsiveness impact on performance satisfaction was more importantly assessed by shippers than by shipowners. It was expected to use the results of this study as a good strategic resource to help bulk terminal administrators make various expansion plans to improve the bulk terminal's competitiveness in the future.

• Journal of the East Asian Society of Dietary Life
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• v.20 no.2
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• pp.328-339
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• 2010

This study was conducted to develop a service quality measurement scale suitable for the fast food restaurant segment. After reviewing the relevant literature, it was decided that the current service quality measurement scales (SERVQUAL, SERVPERF, DINESERV) are not appropriate for the fast food restaurant segment. Based on Cronin & Taylor's (1994) argument, perceived service quality is a form of attitude that represents a long-term overall evaluation of the company. Therefore, this study selected SERVPERF items for the initial pool of service quality items. Through a systematic scale development process, the SERVPERF instrument was then refined and a new concise scale was produced. Specifically, a focus group discussion with a group of patrons who are very familiar with fast food restaurants was conducted and the new service quality measure was refined so that it would be more realistic and closely describe service operation in the fast food industry. Moreover, the data collected from 112 college students who visit fast food restaurants frequently were used to statistically evaluate each of the items again via EFA (Exploratory Factor Analysis) and three sub-dimensions were derived: (1) responsiveness, (2) tangibles, and (3) reliability. Additionally, the data collected from 179 fast food restaurant consumers was used to conduct CFA (Confirmatory Factor Analysis). During this process, the convergent validity, discriminant validity, and internal consistency were double-checked. Overall, the newly developed scale achieved validity and reliability on a theoretical and statistical basis. Possible interpretations and managerial implications are also suggested.