• Title/Summary/Keyword: the expectation

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Analysis of the Customers' Expectation and Satisfaction for Service Quality in Restaurants (외식업체 고객의 서비스 품질에 대한 기대도/만족도 분석)

  • Yang, Il-Sun;Kim, Heh-Young;Shin, Seo-Young;Kim, Sung-Hye
    • Journal of the Korean Society of Food Culture
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    • v.15 no.1
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    • pp.41-49
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    • 2000
  • The effort to understand customer is essential and customer satisfaction measurement tool is needed in today's intensively competitive environment of restaurants. The objectives of this study were to measure customers' expectation and satisfaction of service quality attributes and to identify relatively important attributes for overall satisfaction in restaurants. The questionnaires were distributed to 232 customers at 78 family-style, pizza and fast food restaurants. Statistical data analysis was completed using SPSS for t-test, ANOVA, factor analysis, Pearson's correlation and regression analysis. The results of this study were as follows: 1) four and six- dimensional structures were established from 25 expectation and satisfaction attributes, respectively. 2) Demographic variables and usage characteristics didn't affect on service quality expectation, but expectations were significantly different according to the types of restaurant. 3) Expectation/satisfaction matrix showed different patterns in 3 types of restaurant. 4) 'Quality of food' and 'atmosphere' were the most relatively important attributes for overall satisfaction in restaurants.

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The Effect of Fashion Company's CSR Efforts on the Social Relationship and Pro-Social Consumption Behavior (패션기업의 노력이 CSR 사회관계성과 친사회적 소비행동에 미치는 영향)

  • Na, Younkue
    • Journal of Fashion Business
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    • v.20 no.1
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    • pp.17-34
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    • 2016
  • This research is a construct to understand CSR and pro-social consumption behavior of fashion consumers which classifies CSR efforts of fashion company and conducts positive analysis of the relationship between such characteristics and social relationship behaviors(sharing of values, consciousness of kind, consciousness of future expectation) and pro-social consumption behavior. For this path analysis was conducted utilizing a sample of 430 consumers who have experience of CSR efforts of fashion brands. The result is as follows. First, as a result of the path relationship among CSR efforts & sharing of values of fashion brands, consciousness of kind and consciousness of future expectation, economic efforts, relational efforts and cyclical efforts meaningfully affected sharing of values, whereas creative efforts did not. Also, relational and creative efforts meaningfully affected consciousness of kind, whereas economic and cyclical efforts did not. Furthermore, economic, relational and cyclical efforts meaningfully affected consciousness of future expectation, when creative efforts failed. Second, as a result of the analysis of path relationship among sharing of values, consciousness of kind, consciousness of future expectation and pro-social consumption behavior of social relationships, sharing of values had a meaningful impact on consciousness of kind, consciousness of future expectation and pro-social consumption behavior. And finally consciousness of kind and future expectation showed meaningful influence on pro-social consumption behavior.

The Effects of Exercise Therapy Applied in an Efficacy Expectation Promoting Program on Self-Efficacy and Metabolism.- in NIDDM(Non-Insulin Dependent Diabetes Mellitus) Patients - (효능기대증진프로그램을 적용한 운동요법이 자기효능과 대사에 미치는 영향-인슐린 비의존성 당뇨병 환자를 중심으로-)

  • 김춘자
    • Journal of Korean Academy of Nursing
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    • v.28 no.1
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    • pp.132-142
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    • 1998
  • This study was conducted to investigate whether exercise therapy applied in an efficacy expectation promoting program based on the self-efficacy theory of Bandura(1977) would increase self-efficacy and metabolism in NIDDM patients. The study design was a nonequivalent control group pre-test post-test quasi-experimental desist The exercise therapy applied in the efficacy expectation promoting program was composed of a staged exercise program, a small booklet relating personal experience with diabetes mellitus and a telephone coaching program on performance accomplishment. vicarious experience and verbal persuasion, which are all induction modes of efficacy expectation. The subjects of the study were twenty eight NIDDM patients who received follow-up care regularly through the out-patient department of endocrine medicine in one general hospital which had a diabetic clinic. Fourteen were assigned to the experimental group and fourteen to the control group. The experimental group participated in the exercise therapy applied in the efficacy expectation promoting program from three to five times per week for four weeks and the control group did not have the program. The collected data were analyzed using the X²-test, t-test, paired t-test, and Cronbach's Alpha using SPSS /PC/sup +/. The results are summarized as follows 1. Experimental group had higher efficacy score than control group(t=5.98, p=.00). And. There was a significant different in the efficacy score before exercise therapy applied in the efficacy expectation promoting program and after in experimental group(t=-6.42, p=.00). 2. Experimental group did not have lower level of glucose metabolism than control group(FBS : t=.32, p=.75, HbAlC : t=.60, p=.55, pc 2hrs. glucose : t=-.29, p=.78). But, There was a significant different in the aunt of glucose metabolism before exercise therapy applied in the efficacy expectation promoting program and after in experimental group(FBS : t=3.63, p=.003, HbAlC t=4.20, p=.00, pc 2hrs. glucose : t=1.93, p=.001). 3. Levels of lipid metabolism were partly a significant different between Experimental group and control group(triglyceride t=-1.87, p=.07, HDL cholesterol : t=-.29, p=.77. body weight : t=1.78, p=.09, Total cholesterol : t=-2.17, p=.04). And, There was partly a significant different in the amount of lipid metabolism before exercise therapy applied in the efficacy expectation promoting program and after in experimental group(triglyceride : t=2.50, p=.03, HDL cholesterol : t=-.43, p=.67, body weight : t=5.34. p=.00, Total cholesterol : t=2.26, p=.04). In conclusion, it was found that exercise therapy applied in an efficacy expectation promoting program was an effective nursing intervention for increasing self-efficacy and metabolism.

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Cluster Analysis by Children's Basic Learning Ability and Mother's Achievement Expectation Anxiety:Predictability of Children's Self-regulation Ability and Mother's Learning Involvement (유아의 기초학습능력과 어머니의 성취기대불안에 따른 군집화:유아의 자기조절능력과 어머니의 학습관여의 군집 예측가능성)

  • Jun, Eun Ock;Choi, Na ya
    • Korean Journal of Child Education & Care
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    • v.17 no.1
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    • pp.75-98
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    • 2017
  • This study examined the possibility of clustering using 5-year-old children's basic learning ability and mothers' achievement expectation anxiety, and compared the impact of the children's self-regulation ability and mothers' learning involvement for each cluster. The subjects were 239 children (120 boys & 119 girls) aged 5 and attending 9 kindergartens in Seoul, Gyeonggi and Incheon, and also their mothers. The collected data were analyzed using non-hierarchical (K-means) cluster analysis and multivariate logistic regression analysis. The findings of this study were as follows. First, the mother-child pairs were classified into four clusters of 'high learning ability-high expectation anxiety', 'high learning ability-low expectation anxiety', 'low learning ability-low expectation anxiety', or 'low learning ability-high expectation anxiety'group. Second, the level of child's self-monitoring, self-control, and mother's respect and love were significantly higher in the 'high learning ability-low expectations anxiety' group than the 'low learning ability-high expectation anxiety' group. Also, pressure for academic achievement was higher in the 'high learning ability-high expectation anxiety' group than the 'low learning ability-low expectations anxiety' group. Third, child's self-monitoring, mother's pressure for academic achievement, home learning activities, and respect/love for child predicted the clustering using children's basic learning ability and mothers' achievement expectation anxiety.

A Study on the Path of Clothing Satisfaction Model - brand levels and consumer involvement - (의복만족모형의 경로 연구 -상표수준과 소비자관여의 기대선행 변수를 중심으로-)

  • Hong Keum Hee;Rhee Eun Young
    • Journal of the Korean Society of Clothing and Textiles
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    • v.16 no.4 s.44
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    • pp.443-455
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    • 1992
  • The purpose of this study is to verify the theoretical model on the clothing satisfaction. Research problems are as following; 1. To identify a causal model on the clothing satisfaction. 2. To examine the causal model by the brand levels. 3. To examine the causal model by the consumer characteristics. The empirical study of the above research problems is carried out by the longitudinal survey. The subjects selected for the final analysis are 362 women living in Seoul and Pusan. The results of our analysis are as following; 1. The main causal course of the clothing satisfaction is that the brand level and the consumer expectation $\rightarrow$ the expectation $\rightarrow$ the perceived performance ($\rightarrow$ the disconfirmation) $\rightarrow$ the clothing satisfaction. Those relevant variables explain $70\%$ of the clothing satisfac-tion variance. Especially, the influence of the perceived performance appears to be greater than that of the disconfirmation. 2. According to our analysis, the expectation influences the clothing satisfaction indirectly through the perceived performance. Especially, the normative expectation exhibits the contrast effect on the disconfirmation, while the predictive expectation exhibits the assimilation effect on the perceived performance. 3. The clothing satisfaction model differs by the brand levels (high price brand vs. moderate price brand) and by the consumer involvement levels (high involvement vs. low involvement). The relevant variables explain $65\%$ of the clothing satisfaction variance in the high price brand, while they explain $77\%$ in the moderate price brand. In the high involvement group, the relevant variables explain $78\%$ of the clothing satisfaction variance and $60\%$ in the low involvement group. In both involvement groups, the most critical direct variable is the perceived perfor-mance. In conclusion, we find that the clothing satisfaction can be explained by three constructs, the expectation, the perceived performance and the disconfirmation. The hypothesis that the two dimensions of the expectation explain the clothing satisfaction better is empirically supported in our study. Finally, we find that the clothing satisfaction models differ between two brand levels and consumer involvement levels.

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Customers' Purchase Patterns and Expectation-Confirmation toward Home Meal Replacement Products (고객의 가정식사대용식 구매 현황 및 기대일치정도 분석)

  • Koo, Minsun;Kang, Hye-Seung;Ham, Sunny
    • Journal of the Korean Dietetic Association
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    • v.24 no.3
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    • pp.246-260
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    • 2018
  • This study examined the customers' perception on Home Meal Replacement (HMR) products. Specifically, there were three research objectives: 1. to identify the customers' HMR purchase patterns and preference of HMR product development; 2. to identify the attributes of the HMR products that the customers perceive; and 3. to examine the customers' level of expectation-confirmation toward HMR product attributes according to the demographic characteristics. This study employed a self-administered survey that was distributed online from November 21~24, 2017. The sample of the study was the customers who had purchased HMR products in the six months prior to taking the survey. A total of 553 respondents completed the survey, which was used for data analysis. The results revealed the customers' HMR purchase patterns. The major HMR product type of purchase was ready to heat (52.6%), while the main reason for purchasing HMR products was convenience (83.2%). For the differences in the level of expectation-confirmation toward HMR products in accordance with the demographic characteristics of customers, the results indicated that there was a difference in the expectation-confirmation level according to age, whereas the respondents aged 29 and under showed a significantly higher level of time-saving for the preparation and ease of cooking (P<0.05) than the other age groups. In addition, there was a significant difference in the expectation-confirmation level for saving meal preparation time (P<0.05) and convenience (P<0.01) among the customer's occupation. These findings can provide the basis for a strategy for developing HMR products reflecting the rapidly changing customers' needs. HMR products should be developed according to the specific target market, as the study indicated that the respective customer segmentation resulted in a difference in their expectation toward HMR products.

Potential Influence of Expectation-Performance Dis-Confirmation and Perceived Justice for Service Recovery upon Fashion-Product Consumers' Satisfaction and Loyalty (서비스 회복에 대한 기대-성과 불일치와 지각된 공정성이 패션 상품 고객의 만족도 및 충성도에 미치는 영향)

  • Shin, Su-Yun;Lee, Jung-Im
    • The Research Journal of the Costume Culture
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    • v.18 no.3
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    • pp.526-540
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    • 2010
  • Due to fierce competition, many domestic fashion businesses are suffering difficulty in securing and maintaining customers. Accordingly, fashion companies are devoting all their energy to secure customers by using high quality and diverse strategies for distribution and promotion, and to secure loyalty by satisfying customers with the offer of excellent service. Thus, it is very important to provide systematic service recovery strategy available for handling service failure effectively. Therefore, the purpose of this study is comprehensively analyzing influences of expectation dis-confirmation and perceived justice for service recovery upon consumers' satisfaction and loyalty. The findings are as follows. First, as for the service failure that customers experienced, the more consumers who expect it to be recovered led to the higher formation of expectation-compensation dis-confirmation. Second, it was indicated that the higher seriousness in service failure that customers experienced led to the lower satisfaction and loyalty to service recovery. Third, as a result of examining influence of expectation-compensation dis-confirmation for service-failure recovery upon consumer satisfaction and loyalty, the customers who showed more positive dis-confirmation to expectation-compensation were indicated to form the more satisfaction and loyalty. Fourth, as a result of examining the influence of the perceived justice in the process of service-failure recovery upon customer satisfaction, all in 3 dimensions of justice had effect on customer satisfaction.

Consumer Satisfaction Model for Digital Convergence Products (디지털컨버전스 제품에 대한 소비자만족모델)

  • Yoo, Hyun-Jung
    • Journal of Families and Better Life
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    • v.27 no.5
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    • pp.25-42
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    • 2009
  • This study examines the actual state of using digital convergence products by consumers, and analyzes the expectation that consumers have regarding digital convergence products and the actual satisfaction of the digital convergence products. In addition, it analyzes factors affecting the satisfaction with digital convergence products. First, mobile phones, which 99.4% of those surveyed had, cameras, which 90.6% had, and mp3s, which 71.8% had, were found to be necessities. Second, the ratio of owning digital convergence products was 79.5%, 48.1%, and 52.4%, respectively. In the case of a mobile phones, a digital convergence type is already common. Third, regarding the reason for purchasing digital convergence products, they chose convergence products because there was no product with a simple function that they wanted to have: 38.2% in terms of a mobile phone, 47.2% for a camera, and 28.2% for an mp3. This shows that a consumer's choice was infringed in a great deal at the back of remarkable quantitative growth in digital convergence products. Fourth, the analysis of the factor regarding the consumer's expectation on digital convergence products showed 3 kinds of factors, i.e., expectation of benefit, expectation of risk, and expectation of situation. Fifth, as a result of analyzing the structural model regarding the effect on satisfaction by a consumer's expectation and the outcome on digital convergence products, all the expectations and outcomes of benefit, risk, and situation did not have a direct effect on satisfaction. Only an indirect effect through inconsistency showed a statistical significance.

The Study on the Development of Self Efficacy Expectation Promoting Program and It's Effect for Breast Self Examination (유방자가검진을 위한 효능기대 증진 프로그램의 개발 및 효과)

  • Jung, Myung-Ok;Tae, Young-Sook
    • Asian Oncology Nursing
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    • v.2 no.1
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    • pp.50-60
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    • 2002
  • Breast self-exam is easiest, safe and cost effective to be recommended as an important method for early detection of breast cancer. This experimental research with non-equal control design was to develop the efficacy expectation program for breast self-exam based on Bandura's self-efficacy information source. The study objects selected from two local churches in Busan. Twenty from S church were selected as a study group, twenty from D church as a control group. Efficacy expectation promoting program was based on Bandura's efficacy promoting source and was two hour lecture including slide, video tape, demonstration, pamphlet. After this, there were individual interviews with them and consultations through telephone f or verbal persuasion on the weekly basis between the first week and the fifth week. The effect from the experiment were measured on the first week after education and on the fifth week. Data from control group was collected during the period from Jan 11, 2 001 to Feb 15, 2001 and data from study group was collected during the period from Jan 12, 2001 to Feb 16, 2001. Measurement instrument for this study was developed by the author with the advice of specialist in order to measure self-efficacy and breast self-exam practice. Data analysis was done by using SPSS/10.0 PC program $with^2-$ test. t-test and ANCOVA. Proved results for hypothesis were as follows. 1) It was supported that "Study group educated by efficacy expectation promoting program has higher score in change rat e of self-efficacy than control group." (1 week after education F=18.395, p=.000 5 weeks after education F=28.972, p=.000) 2) It was supported that "Study group educated by efficacy expectation promoting program has higher score in change rate of exam practice than control group." (1 week after education F=37.984, p=.000 5 weeks after education F=28.972, p=.000) In conclusion, efficacy expectation promoting program for breast self-exam developed by this study may increase s elf-efficacy and breast self-exam practice.

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Expectation Dynamics of Embryonic Stem Cell Research : Focusing on the establishment process of Stem Cell Research Center (배아줄기세포를 둘러싼 기대 역학 : 세포응용연구사업단 설립과정을 중심으로)

  • Shon, Hyang-Koo
    • Journal of Science and Technology Studies
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    • v.8 no.1
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    • pp.55-95
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    • 2008
  • This research was performed with the aim of analyzing the 'expectation dynamics' of embryonic stem cell research which was revealed throughout the establishment process of Stem Cell Research Center from 2000 to 2002. Expectation dynamics is a chained process: expectation construction - raising fund - performing research. Normally, researchers are considerably circumspect and politically neutral in assessing the result of research. However, some researchers are very involved in building the expectation dynamics by developing an overestimated impact of the result, which can be understood as a kind of strategy for solving the financial problem and defending the criticism in terms of bioethics. Nowadays Biotechnology R&D costs a big budget and requires large site human resources, so building the expectation dynamics is a decisive element for a successful R&D performance, which makes the strategy-development in the political context much more important. By analyzing the actors-network of embryonic stem cell research in term of 'expectation dynamics', we can clarify the identify of embryonic stem cell researchers and draw a conclusion which is very helpful for decision makers and the public to make a decision related with embryonic stem cells.

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