• 유통과학연구
• /
• 제13권3호
• /
• pp.41-49
• /
• 2015

Purpose - Universities are placing a greater emphasis on relationship management as a source of competitive advantage due to increasingly competitive environments and social changes. The purpose of this study is to analyze the relationships among education service quality, relationship quality, and relationship performance from the perspective of service distribution. In other words, this study is focused on the role of education service quality with regard to relationship management. In this study, education service quality is divided into lecture, job assistance, student-faculty interaction, student-student interaction, facility welfare, and scholarship welfare quality components; relationship quality is composed of satisfaction and commitment; and relationship performance is divided into recommendation and defection intentions. Research design, data, and methodology - This study aims to identify how the various elements of education service quality affect satisfaction. Further, it aims to test the relationships among satisfaction, commitment, recommendation intentions, and defection intentions. Distribution and marketing students were randomly selected for the experiment. Out of the 380 administered questionnaires, a total of 361 respondents provided complete and usable data. The sample consisted of 232 males (64.3%) and 129 females (35.7%). The variables of the proposed model were measured through assessments that were measured on a 5-point Likert scale. Using Lisrel 8.7, a structural model was analyzed and the path coefficients were estimated. Results - The overall fit of the model was acceptable (χ2=1121.8 (df=603, P=0.00), GFI=0.967, NFI=0.974, CFI=0.981, RMR=0.021). The results generally supported the hypothesized relationships of the proposed model, except for Hypothesis 1. First, lecture, job assistance, student-faculty interaction, student-student interaction, and facility welfare quality were revealed to have positive effects on satisfaction. In particular, lecture and facility welfare quality had the strongest effects on satisfaction. However, scholarship welfare quality did not significantly affect satisfaction; this means that Hypothesis 3-2 was not supported. Second, satisfaction was positively related to commitment and recommendation intentions but it was negatively related to defection intentions. Third, commitment was positively related to recommendation intentions but it was negatively related to defection intentions. Conclusions - This study emphasizes the influence of education service quality on satisfaction in the long-term. In addition, this research has the following implications for university relationship management. First, the findings suggest that the various dimensions of education service quality have differing effects on satisfaction. In particular, lecture and facility welfare quality are found to be the most important factors in increasing the level of satisfaction. Therefore, university managers need to prioritize enhancing lecture quality and upgrading educational facilities. Second, satisfaction also improves through job assistance systems and opportunities for social interactions. Therefore, university managers should reinforce their job skills programs and should provide opportunities for social relationships to develop. Finally, it is important for university managers to take a relationship approach to maximizing relationship performance. Therefore, university managers should work to increase student recommendations and prevent their defections based on satisfaction and commitment.

• 디지털융복합연구
• /
• 제6권1호
• /
• pp.75-82
• /
• 2008

This paper is aimed to exam factors in the perceived service quality of web portal site and to analyze their effects on customer satisfaction. And this paper analysis satisfaction effects on revisit intention. To accomplish this purpose, this study examined previous studies and summarized core factors of service quality. Form literature survey, we drawn core factors. They are convenience, technologies, valuable of contents and service, communication, positioning. These core factors will affect on customer trust, satisfaction and satisfaction will affect on revisit intention. This study examined previous studies and summarized core factor in perceived service quality of web portal site. Fourteenth hypothesis were developed. Data for empirical testing were collected through survey to portal sites user. The results of this study are as follows; First, we find that service, communication and positioning have positive influence on the trust. Second, convenience, valuable of contents and postioning factors have a positive influence on the satisfaction. Third, it is shown that satisfaction have a positive influence on the revisit intention.

• 한국관광식음료학회:학술대회논문집
• /
• 한국관광식음료학회 2005년도 학술논문발표집
• /
• pp.1-20
• /
• 2005

패밀리 레스토랑은 서비스 산업이라 해도 과언이 아니다. 서비스 운영자 혹은 서비스 제공자의 역할은 고객과의 접촉순간(MOT : Moment Of Truth)에 고객의 요구 및 욕구를 충족시켜 고객에게 제공하는 가치를 극대화하여 서비스 상품의 판매 향상을 도모하고자 하는 것이다. 향후 패밀리 레스토랑은 하드웨어(hard ware)측면보다 내적으로 어떤 서비스를 질적으로 나타낼 수 있느냐 하는 소프트웨어(soft ware)가 더욱 강조될 추세이다. 따라서 본 연구의 목적은 패밀리레스토랑 종사원들의 직무만족이 서비스품질에 어떠한 영향을 미치는지 연구하고자 하는 것이다. 본 연구의 대상은 대구전역에 위치하고 있는 패밀리 레스토랑에 근무하는 종사원을 연구대상으로 하였다. 조사기간은 2004년 4월 1일부터 5월 20일까지 50일간에 걸쳐 실시하였다. 실증분석 결과, 본 연구에서 제시한 7개의 가설 가운데 4개가 유의한 것으로 검증되었다.

• 유통과학연구
• /
• 제11권4호
• /
• pp.37-49
• /
• 2013

Purpose - This research identifies the meaning of the core capability level of Car Master and the reason why its service at the Moment of Truth should be demonstrated through empirical cases. It can be seen that this study differs from existing research because it proposes that the recognized core capability level to achieve customer satisfaction should focus on the mediating effect of Moment of Truth quality. This paper examines the effect of Car Master's recognized core capability level on customer satisfaction by using the variables mentioned above. Moreover, this study uses regression analysis to verify that the mediating effect of Moment of Truth quality on Car Master's capability level achieves customer satisfaction. Research design, data, and methodology - First, we present evidence that could apply to Car Master's recognized core capability level by detailing the relationship between customer satisfaction and a structuring factor for Car Master's core capability level. Our proposed research model observes the relationship between the structuring factor of core capability and customer satisfaction. Second, we had an opportunity to define how the core capability and Moment of Truth quality affect customer satisfaction by performing empirical analysis on the partial mediating effect of Moment of Truth quality at a recognized core capability level and Moment of Truth quality affecting customer satisfaction. Results - First, the results indicate that Car Master's recognized core capability level (product professionalism, marketing skill, and reliability) positively affects customer satisfaction. Second, the results show that an ability to listen and a sense of dedication positively affect customer satisfaction, and are among the Moment of Truth quality factors; but performance capability, which is one of the Moment of Truth quality factors, does not positively affect customer satisfaction. These results clearly differ from prior studies focused on Moment of Truth quality and consumer satisfaction. Third, the results show that Moment of Truth quality has a partial mediating effect in terms of the impact of Car Master's recognized core capability level in achieving consumer satisfaction. Conclusions - This research indicates that the company will be able to expand if they investigate and show an interest in more training and education for Car Master. The study verified that outstanding Car Masters show differentiated performance on customer satisfaction at the Moment of Truth in various instances. Thus, we believe that this is the time for a discussion on systematic and empirically recognized core capability levels and the Moment of Truth quality. The study on Car Master's recognized core capability level offers suitable solutions for Car Masters to respond to customers at the Moment of Truth. Further, this study emphasizes the importance of service as a critical factor having a direct relationship with the company's success and failure and contributing to building trust with the customer. Thus, an investment in continuous education and training for Car Master will help the growth of the business.

• 한국조리학회지
• /
• 제23권4호
• /
• pp.203-215
• /
• 2017

The purpose of this study is to investigate the effect of educational service quality on educational satisfaction and job usability. The results of the analysis are as follows. First, based on the theoretical background, factor analysis and reliability analysis were conducted. Five factors of tangibility, responsibility, reactivity, assurance, and empathy were found in the educational service quality. In addition, it was confirmed that there was no problem as a single factor in educational satisfaction and job availability, and these factors showed high reliability and validity. Second, in the relationship between educational service quality and educational satisfaction, all five factors which education service quality factors were found to affect educational satisfaction. The higher the factor of educational service quality, the students will be able to increase their satisfaction with education, which was a degree of satisfaction with the education of contract department. Third, in the effects of educational service quality factors on job availability, tangibility, responsibility, reactivity, and assurance have no effect and empathy affects job availability. In this study, although the factors of education service quality is high except empathy, it is not possible to increase the job availability that leads to successful business results. Fourth, job availability affects educational satisfaction. Therefore, the higher the level of job availability, educational satisfaction will also increase. The following are implications of this study. First, high-quality lectures, hands-on training, and educational programs are needed and values that students pursue must continuously increase. Second, there is a need for measures to improve job availability such as the formation of curriculum related to jobs and the demand for the training courses of restaurants.

• 한국의류학회지
• /
• 제26권7호
• /
• pp.1043-1054
• /
• 2002

The purposes of this study were to empirically examine the effect of relational benefits and relationship quality in the core variables of relationship marketing on customer satisfaction, to investigate the causal relationships among these variables. The questionnaires was administered to 417 women shopped in a fashion retail store in Gwang-ju city during January 14-18, 2002. For analysis of data, frequency, factor analysis, regression analysis, and path analysis were applied. The results were as follows: 1. The customers' perceived relational benefits were categorized as follow: 1) special treatment,2) social, and 3) psychological benefits. Relationship quality was categorized into two factors: trust and commitment 2. The relational benefits significantly influenced customer satisfaction. 3. The relational benefits significantly influenced relationship quality. 4. The relationship quality significantly influenced customer satisfaction. 5. The relational benefits had both direct and indirect effects on customer satisfaction mediated by relationship quality. The results indicated that causal relationship was existed among these three variables.

• 한국병원경영학회지
• /
• 제17권3호
• /
• pp.37-56
• /
• 2012

The purpose of this study is to analyze effects of medical service quality on the customer satisfaction and intention of revisit in long-term care hospitals. To achieve purpose of the research, the data was collected from 321 patients in 8 long-term care hospitals using a standardized questionnaires. Using the structural equation modeling(SEM), this study examines the relationship among medical service quality, customer satisfaction and intention of revisit. The results show that the medical service quality factors such as convenience and accessibility have positive effects on the customer satisfaction which positively relates to intention of revisit. Medical expertise of the service quality factors has positive influence upon intention of revisit in long-term care hospitals. Therefore, the results of this study show that the medical service quality factors which are convenience and accessibility leading to customer satisfaction are important factors to select long-term care hospitals.

• 한국IT서비스학회지
• /
• 제11권2호
• /
• pp.169-183
• /
• 2012

Since the competition of higher education is more and more critical, the improvement of educational services is importantly considered. Despite the current situations, there are few studies addressing the relationships between education service quality and its outcomes. As educational service quality plays a key role in improving student satisfaction, universities provides a high level of educational services for students and reinforce their competitiveness through student satisfaction. This research investigates the relationships among IT service quality, business education service quality, trust, student satisfaction and student loyalty. In so doing, the current study establishes a theoretical model to test the proposed relationships. The results further suggest that the indirect effect of the IT service quality and the business education service quality enhances its impact of student satisfaction, trust, student loyalty. Finally, the authors draw conclusions and further research directions.

• 디지털산업정보학회논문지
• /
• 제5권4호
• /
• pp.231-247
• /
• 2009

With the growth of e-commerce banks make the best use of internet banking which can provide all sorts of financial services in cyber space and satisfy customers beyond traditional banking services which are cash reserve and loan based on retail. For survival of internet banking high quality of service should be provided to customers. For this, the attributes of service quality in internet banking should be identified first. The studies on scale of service quality in internet banking have been divided into two ways. While traditional way has focused on SERVQUAL, several researchers have developed scale of e-service quality. However, the dimension of e-service quality is applied from the traditional dimension of service quality. In this paper five dimensions of tangibles, reliability, responsiveness, assurance, and empathy based on SERVQUAL are used as scale of service quality in internet banking through reviewing previous studies. In addition, because service value is correlated to service quality, the dimensions of service quality can affect e-service value. The positive relationship among e-service value, customer satisfaction, and customer loyalty in online or offline service has been identified by previous studies. The purpose of this study is to identify the relationship among service quality, e-service value, customer satisfaction, and customer loyalty in internet banking. SPSS 12.0 is used to test validity and reliability of questionnaire items and correlation of variables and AMOS 4.0 is used to test the hypotheses. The results of this study show that the responsiveness, assurance, and empathy factors of service quality have a positive effect on service value and that the tangible and assurance factors have a positive effect on customer satisfaction. It also shows that e-service value affects positively customer satisfaction and loyalty. Customer satisfaction affects positively customer loyalty. Therefore, to enhance customer satisfaction and loyalty, service quality and value of internet banking should be improved through reinforcing customers' trust in internet service quality.

• 산업경영시스템학회지
• /
• 제40권4호
• /
• pp.87-95
• /
• 2017

This study aims to configure what dimensions make up for smart phone after service quality, and how this service quality affects customer satisfaction and customer loyalty. Smart phone market is a market of the device leading the digital convergence as well as positioning itself as one of the national growth driving industry. To survive in this matured market, companies should have to respond actively to radical changes and customers needs in the so-called Smart Revolution environment. Lately, however, the smart phone market is prospected to move from growth phase to mature phase by the scholars. In order to proactively respond to the change in such market condition, companies need to provide absolute advantage in customer loyalty over their competitors by revolutionizing the after-sales service quality. Qualified A/S will lead to service satisfaction and achieve customer loyalty. The empirical analysis results obtained through A/S quality are as follows : First, human quality (attitude, expertise, problem-solvability), environment quality (handling agility, convenience, comfort), service policy quality (quality guarantee, additional service operation) are dimensions that make up for A/S quality. Second, A/S quality dimension showed a significant positive influence on service satisfaction and A/S satisfaction showed a positive influence on customer loyalty as well. Based on this empirical study, we propose some implications for A/S quality improvement. First, human quality dimension has relatively higher influence on A/S satisfaction in case of free A/S, so companies need to solve the product problem completely when consumer's first visit by continual employee education. Second, in case of paid A/S, the service policy quality-especially A/S Warranty period- has higher influence on A/S satisfaction.