• Title/Summary/Keyword: tangibles

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Relationship among Service Quality, Corporate Image, and Customer Satisfaction (서비스품질, 기업이미지, 고객만족 간의 관계에 관한 연구)

  • Chung, Ki-Han;Shin, Jae-Ik;Hwang, In-Ho
    • Journal of Industrial Convergence
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    • v.4 no.1
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    • pp.109-132
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    • 2006
  • The purpose of this paper is to examine the relationships among service quality, corporate image, and customer satisfaction of a financial institution in J city of Gyeongnam. The results show as follows. First, service quality affects positively corporate image. Second, service quality affects positively customer satisfaction. Third, corporate image affects positively customer satisfaction. Specifically, among the dimensions of service quality, the most significant predictor of corporate image is responsiveness, while the most significant predictor of customer satisfaction is tangibles. Further discussion and managerial implications can be drawn from these findings.

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A Study on the Service Image of Public Library: Focusing on Daejeon Metropolitan City (공공도서관 서비스 이미지에 관한 연구 - 대전광역시를 중심으로 -)

  • Yoon, Hye Young
    • Journal of the Korean Society for Library and Information Science
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    • v.48 no.3
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    • pp.265-280
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    • 2014
  • In this study, the service image of the public library was investigated to the users of the public library, and basic data to improve the service image of the public library was also analyzed. In order to analyze public library service image, survey was conducted to 143 users of regional central library in Daejeon Metropolitan City. The results are as followed. First, reliability and publicity was the most highly rated and service satisfaction was the least highly rated. Second, when it was expressed with service quality image, there was no large difference. Third, reliability-providing useful information, publicity-fair treatment, and tangibles-convenient facility had positive images. On the other hand, access-good traffic condition, responsiveness-providing prompt new information, and tangibles-comfortable facility had negative images. Fourth, higher age group had lower mean value from teens to sixties.

The Effects of Service Quality of Dispatch Companies on Satisfaction and Performance of User Companies (파견사업체의 서비스 품질이 사용사업체의 사용만족 및 업무성과에 미치는 영향)

  • Lee, Jong-Keon;Shin, Jong-Cheal
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.11 no.12
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    • pp.4787-4794
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    • 2010
  • This study examined the effects of perceived service quality of dispatch companies on satisfaction and performance of user companies. The empirical investigation was conducted in human service sector. Service quality was classified into five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Data were collected from 80 employees of user companies. Results indicated that responsiveness and assurance were positively related to satisfaction of user companies. Results also indicated that tangibles, reliability, responsiveness, and empathy were positively related to performance of user companies. This study had differential value that it applied the concept of SERVPERF into the labor market, and analyzed its effects on customers' satisfaction and performance. The results also have consequences for managers responsible of outsourced workers.

A Study on the Quality of Mobile Web Service for Environment Landscape Architecture - Focus on Korean Professional Portal Site, Lafent - (환경조경 이동통신용 웹의 서비스 품질 연구 - 전문포털사이트 라펜트를 중심으로 -)

  • Choi, Ja-Ho;Oh, Jeong-Hak
    • Journal of the Korean Society of Environmental Restoration Technology
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    • v.23 no.2
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    • pp.17-31
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    • 2020
  • In the field of environmental landscape architecture, the internet medium is used as an effective communication tool not only in the private level but also in the policy level. Recently, the active utilization of mobile web service is emphasized as the time changes, but there is not much improvement or advance in services due to lack of relevant studies. Therefore, this study is intended to provide basic data needed for improvement and advance by researching the quality of mobile web service among multichannel services provided in environmental landscape architecture related internet media. The model for measuring service quality is SERVQUAL, which was verified in the study of Choi(2015), Choi and Koo(2016), and the final valid samples are total 230. First, the subjects were analyzed as the representative media that are possible to acquire comprehensive knowledge related to environmental landscape architecture. Second, the highest importance level in each subsection was 'protection and security maintenance of customer information' followed by 'Reliability about accurate information supply'. Regarding performance level, 'Reliability about accurate information supply' and 'professional knowledge to communicate with users' are highly evaluated. Third, regarding Importance-Performance Analysis(IPA), the first priority management should is 'Tangibles', and the next are 'Responsibility' and 'Empathy'. The ones for maintenance of the status quo are 'Reliability' and 'Assurance', and there is none for effort reduction. Meanwhile, regarding the importance of each factor and difference in the quality of PC web service and mobile web service studied before, the biggest difference is in 'Tangibles', followed by 'Assurance', 'Empathy', 'Responsibility' and 'Reliability'. It is suggested that the revitalization of Landscape information science(LB1106) presented in the National Science&Technology Standard Classification System is needed. In the future, it is necessary to research the change trend on users' response through continuous evaluation of improved mobile web service.

The Effects of Banking Service Quality on Consumer Satisfaction andPositive Word-of- Mouth: With Special Comparisons according to Genderand Age Groups (은행서비스 질이 소비자만족도 및 긍정적 구전에 미치는 영향 : 성별, 연령집단에 따른 비교)

  • Jeong, Woon-Young;Kim, Young-Seen
    • Journal of the Korean Home Economics Association
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    • v.47 no.1
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    • pp.13-24
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    • 2009
  • The purpose of this study was to examine the effects of banking service quality on consumer satisfaction and positive word-of-mouth. A total of 330 bank consumers were investigated between Sept. 11 and Oct. 11, 2006. After sorting through the data, the responses of 299 consumer ( > 24 yrs old) were used for analysis. SERVPERF, the performance component of the Service Quality scale (SERVQUAL), was used to measure the four dimensions of reliability, responsiveness/empathy, assurance, and tangibles. Responses were partitioned by age and gender. The major findings were as follows; The effect of service quality by SERVPERF on consumer satisfaction and positive word-of-mouth did not differ according to gender. However, positive recommendation in males was directy related to the technical quality evaluate. In females, higher the functional quality evaluate was directly related to higher positive word-of-mouth recommendation. The effect of service quality by SERVPERF on consumer satisfaction was not revealed differently according to age. However, with respect to respondents under the age of 45, tangibles and assurance had a positive relationship with word-of-mouth recommendation. Furthermore, the higher the functional quality evaluate, the higher the level of positive word-of-mouth. Responsiveness/empathy was the most significant factor on positive word-of-mouth recommendation in respondents over the age of 45. In this age group, the higher the technical quality evaluate, the higher the level of positive word-of-mouth recommendation. These results have implications for banking service managers, particularly in improving service quality to increase consumer satisfaction and positive word-of-mouth. Future research is needed to replicate this study using more broad and representative samples in order to test the generalization of these findings.

The Effect of Medical Tourism Education Service Quality on Education Satisfaction and Transfer of Education Training: Focusing on the Moderating Roles of Organizational Characteristics and National Relations (의료관광교육 서비스품질이 교육만족도 및 교육훈련전이에 미치는 영향: 조직특성 및 국가관계의 조절효과를 중심으로)

  • Ko, Hyunjung;Kang, Eun Kyoung;Yang, Sung-Byung
    • Knowledge Management Research
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    • v.21 no.2
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    • pp.137-157
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    • 2020
  • The medical tourism industry, a convergence of medical services and tourism, has been getting more and more popularity as a new value-added industry in the 21st century. Accordingly, the number of professional workers within this industry has been increasing, and the role of educational institutions to cultivate well-equipped human resources has also become critical. However, compared to practically activated medical tourism-related education programs, studies investigating the effectiveness of these education programs are relatively rare. Therefore, this study attempts to examine the effect of five dimensions of medical tourism education service quality (i.e., tangibles, reliability, responsiveness, assurance, and empathy) on learners' education satisfaction and transfer of education training. In addition, the moderating roles of national relations as well as organizational characteristics (i.e., transfer climate and support of supervisors and colleagues) in the relationship between education satisfaction and transfer of education training are further verified. The results of the structural equation model (SEM) using 151 samples from respondents with experience in completing medical tourism education programs reveal that tangibles, reliability, and assurance are found to have a significant impact on education satisfaction, which in turn leads to a high level of transfer of education training. Moreover, it is found that national relations and support of supervisors and colleagues play a moderating role. This study would provide guidelines for improving the efficiency of educational institutions, creating outcomes for learners' affiliated firms (e.g., hospitals), and promoting medical tourism at the national level from the perspective of medical tourism education.

Analysis of Social Welfare Officials' Perception on Quality Service of Social Welfare in Public Sector (사회복지전담공무원이 인식하는 공공복지서비스 질의 수준 분석)

  • Hwang, Seong-Joon;Lee, Jae-Wan
    • The Journal of the Korea Contents Association
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    • v.15 no.12
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    • pp.257-272
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    • 2015
  • The purpose of this study is to investigate practical measures to provide a better welfare services in public sector through analyzing differences according to socio-demographic characteristics about the quality service of public welfare that social welfare officials perceive personally. The questionnaire has been conducted among 401 social welfare officials with 5 factors: tangibles, reliability, responsiveness, empathy and assurances. With the results, the age was the most conspicuous difference in five factors of quality service in general. The quality of welfare service appears lower level as the official works close to community members. Additionally, the analysis shows that social welfare officials have relatively low perception about reliability, responsiveness and empathy. The official in charge of social welfare needs to have a neighborhood-centered value orientation, and be a social worker and official in the field of substantive welfare. Therefore, this study has a meaning to suggest some directions of social welfare transition and basic delivery system by identifying their understanding.

The Effect of Satisfaction, Trust and Repurchase Intention in Airline Industry Quality (항공산업품질의 만족, 신뢰 및 재구매 효과)

  • Lee, Chang Won;Kim, MiJeong
    • Journal of Korea Society of Industrial Information Systems
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    • v.19 no.2
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    • pp.137-145
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    • 2014
  • The paper is to investigates how influence service quality satisfaction, trust and repurchase intention using SERVPERF instrument in airline industry. This study will contributes to provide development strategies how to expense market and strength relation between customer to FSC and LCC by an empirical study. This study uses computer software of SPSS 20.0 and AMOS 20.0 for study analysis. The LCC should strengthen the price competitiveness, as well as it needs to establish a strategic management distinguishing service quality from other airline. The airline will has improved service quality of reliability and tangibles since improve service of reliability and tangibles. This study will provide strategic insights and information on service quality in airline industry.

Effect of Perceived Service Quality on Service Value and Satisfaction in College Students (전문대학 체육전공자의 인지된 교육서비스품질이 서비스가치 및 학생만족에 미치는 영향)

  • Lee, Tae-Yong;Kim, Soo-Jin;Cho, Song-Hyeon
    • The Journal of the Korea Contents Association
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    • v.10 no.1
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    • pp.381-390
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    • 2010
  • The study aims to figure the effect quality of perceived education service on service value of student' satisfaction major in physical education students' of college. The subjects of the study are students enrolled in Junior colleges located in Seoul and five major cities (Busan, Daejeon, Incheon, Ulsan and Gwangju) as of May 2008. It adopted purposeful sampling method to sample 443 students, and 409 effective samples were used in the study. SPSS 12.0 was used to conduct factor, reliability, frequent analysis, correlation and regression analyses, and the study reached the following conclusions. First, the tangibles and responsiveness of the quality of education service had positive effected on the value of service. Second, the tangibles, reliability, responsiveness and irritability had positive effected on students' satisfaction. Third, the value of service had positive effected on students' satisfaction.

Convergence of IT and Online Security Trading : The Effects of MTS Service Quality on Customer Satisfaction & Customer Loyalty (IT와 온라인 증권거래의 융합 : MTS 서비스 품질이 고객만족도와 고객충성도에 미치는 영향)

  • Kim, Seong-Geun;Seok, Kee-Joon
    • Journal of Digital Convergence
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    • v.13 no.9
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    • pp.137-148
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    • 2015
  • The objectives of this study identify the factors that affect the quality of MTS services, to determine the effects of these service quality factors on customer's satisfaction and customer's loyalty. The results are as follows: First, The Four factors, i.e., tangibles, reliability, responsiveness, and assurance, represent statistically marginal significance in explaining the relationship between MTS service quality factors and customer's satisfaction. Second, The Five factors, i.e., rapidness, tangibles, responsiveness, empathy, and assurance represent statistically marginal significance in explaining the relationship between MTS service quality factors and customer's loyalty. Third, There are some differences in assurance/period of utilization, empathy/period of utilization in using MTS services according to social statistics. This article provides the paradigm of new convergence on IT and finance.