• Journal of the Korea Fashion and Costume Design Association
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• v.25 no.3
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• pp.143-155
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• 2023

This study examined the effect of beauty service location characteristics and service quality on customer satisfaction and revisit intention, and analyzed the gender control effect of location characteristics and service quality in the relationship with customer satisfaction. The Statistical Package for the Social Sciences (SPSS) was employed and analysis was conducted to investigate how location characteristics and service quality in beauty service encounters effects customer satisfaction. The results of this study are as follows. First, visibility, which is a location characteristic, was found to have a significant effect on customer satisfaction. Second, professionalism and convenience, which are service qualities, were found to have a significant impact on customer satisfaction. Third, customer satisfaction was found to have a significant effect on the intention to revisit. Fourth, as a result of analyzing the gender control effect in the relationship between location characteristics and service quality with customer satisfaction, the gender control effect was found in all factors.

• Journal of the Korea Safety Management & Science
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• v.9 no.3
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• pp.127-133
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• 2007

This paper reviewed the relationship between service quality and customer satisfaction, and the moderating effect of gender. Based on the responses from 807 customers who encountered employees in telecommunication industry, the results of multiple regressional analysis showed that all service quality factors have positive relationships with customer satisfaction. The results of moderating analysis showed that empathy and tangibility have positive interactive-effects on customer satisfaction with gender. With increasing of empathy and tangibility, female customers have been more satisfied than male customers.

• Proceedings of the Safety Management and Science Conference
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• 2007.04a
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• pp.151-160
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• 2007

This paper reviewed the relationship between service quality and customer satisfaction, and the moderating effect of gender. Based on the responses from 807 customers who encountered employees in telecommunication industry, the results of multiple regressional analysis showed that all service quality factors have positive relationships with customer satisfaction. The results of moderating analysis showed that only empathy and tangibility have positive interactive-effects on customer satisfaction with gender. With increasing of empathy and tangibility, female customers have been more satisfied than male customers.

• Journal of Distribution Science
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• v.21 no.1
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• pp.65-72
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• 2023

Purpose: The purpose of this study was to determine the effect of Service Quality on Brand Performance through Satisfaction at an aviation campus in the Special Region of Yogyakarta, Indonesia. Research design, data, and methodology: This research design was hypothesis testing using primary data obtained by distributing questionnaires directly to 200 respondents who were active students at an aviation campus in the Special Region of Yogyakarta, Indonesia. The analytical method used was the Structure Equation Model (SEM). Results: The results of this study show that: (1) there was a significant and positive relationship between Service Quality and Satisfaction, (2) there was a significant and positive relationship between Satisfaction with Brand Performance, and (3) there was a significant and positive relationship between Service Quality and Brand Performance. Conclusion: This study concludes that for the dimension of Academic service quality distribution from the service quality variable, it is suggested to improve detailed recording by academic teaching staff. For the dimensions of Administrative Service Quality distribution from the Service Quality variable, it is recommended to increase the hospitality in the campus environment. For the dimensions of Facility Service Quality distribution from the Service Quality variable, it is recommended to increase satisfaction in terms of facilities on campus. For the Satisfaction variable, it is suggested to improve the performance of the staff and the academic community.

• Journal of the Korean Society of Costume
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• v.63 no.3
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• pp.166-175
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• 2013

The attire of businesspersons has a significant impact on their social status and career. In accordance with the norms of the work place, the types of office attire are diversified. This research was conducted to determine the relationship between the work role of men and their attire, and how satisfaction with their work attire influences their job satisfaction. This study classifies work attire into three categories: uniform, suit, and freestyle. Data from 268 respondents were analyzed, and four work attire satisfaction factors were extracted: symbolic, quality, role function, and aesthetic factors. The group members wearing uniforms displayed a high level of satisfaction with regard to symbolism, role function, and quality; those wearing suits displayed a high level of satisfaction with regard to aesthetics; and those wearing freestyle displayed a high level of satisfaction with regard to role function and aesthetics. Overall, satisfaction with work attire was the highest in the freestyle group. For people wearing uniforms and suits, symbolism, quality, and aesthetics had a significant influence on overall satisfaction, whereas for those wearing freestyle, symbolism had a negative influence and quality had a positive influence on overall satisfaction. To conclude, work attire satisfaction had a greater effect on the job satisfaction of the men in uniforms and suits than on those wearing freestyle.

• The Korean Journal of Health Service Management
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• v.8 no.2
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• pp.89-100
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• 2014

The purpose of this study was to reveal association between medical service quality, consumer satisfaction, service value and customer loyalty. Medical service quality was composed of physical quality, personal quality, technical quality, procedural quality. We thought these factors affect to the consumer satisfaction, service value and customer loyalty. For this study, 221 dental patients in Busan and Ulsan are participated in this study. The data were analyzed with descriptive statistics, t-test, ANOVA, pearson's correlation coefficients, and stepwise multiple regression analysis with SPSS 18.0 program. In conclusion, we obtained the next results. First, the influencing factor in consumer satisfaction were physical quality(${\beta}$=.519), personal quality(${\beta}$=.262), procedural quality(${\beta}$=.110), adjusted $R^2$=.537. Second, the influencing factor in service value were physical quality(${\beta}$=.253), personal quality(${\beta}$=.251), technical quality(${\beta}$=.210), procedural quality(${\beta}$=.136), adjusted $R^2$=.401. Third, the influencing factor in customer loyalty were personal quality(${\beta}$=.343), physical quality(${\beta}$=.302), procedural quality(${\beta}$=.148), adjusted $R^2$=.398. As dental patients' desire to medical service quality becomes diversified, the analysis result is considered to help the future dental service management.

• The Journal of the Korea Contents Association
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• v.21 no.8
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• pp.108-122
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• 2021

The purpose of this paper is to examine the impact of servicescape on perceived service quality, service satisfaction and to verify causal relationships between servicescape, technical service quality, functional service quality, service satisfaction, and service loyalty in coffee shop franchises. An online survey was conducted to collect the data from the actual service customers of coffee shop franchises. An analysis of structural equation modeling was performed using AMOS 24.0 and SPSS 24.0 to test the research hypotheses. The results of the study are as follows: first, servicescape has positive influence on technical service quality and functional service quality except for service satisfaction. Second, both technical service quality and functional service quality have positive influence on service satisfaction. Finally, service satisfaction has a strong effect on service loyalty. This paper finds that it is more appropriate to model the servicescape as a separate construct which precedes both functional service quality and technical service quality. Servicescape in the coffee shop service has the influence on shaping service quality perceptions and their subsequent impact on service satisfaction and service loyalty.

• International Commerce and Information Review
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• v.8 no.2
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• pp.37-58
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• 2006

The purpose of this study were to empirically examine the effect of dimension of service quality of internet shopping mall on quality of customer relationship(customer satisfaction) and Relationship of between Future Intention. This study first extracted environment, general interaction between customer and internet shopping mall, personalized interaction between customer and internet shopping mall, interaction between customers and outcome from service quality of internet shopping mall. Then established study model and hypotheses through the review of the effect of service quality of internet shopping mall on quality of customer relationship. and the effect of customer relationship quality on future intention. The results were as follows: At among of the six hypotheses, four hypotheses were accepted and two hypotheses were rejected First, for the relationship between dimensions of service quality of internet shopping mall and Customers satisfaction, only the environment had not significant influence on Customers satisfaction, other dimensions had significant positive influence on satisfaction. second, for the relationship between quality factors of customer relationship and future intention, only Customers satisfaction had not significant influence on future intention.

• Proceedings of the Korean Society for Quality Management Conference
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• 2009.10a
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• pp.109-114
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• 2009

Recently, there has been growing interest in the financial and economic effectiveness of service quality and customer satisfaction. It means that the final goal of customer satisfaction is the maximization with firms' financial performance, enterprise could survive through the creation of continuous financial performance. Companies are working in various ways to identify the direct relationship of service quality and customer satisfaction with financial and economic effectiveness in order to justify and validate customer satisfaction management. In this study, the influence of customer satisfaction on the financial performance is examined. Also, we have analyzed customer satisfaction by comparing financial outcome of each industry Customer satisfaction index, the key non-financial performance measure has significant association with firms' financial performance index. Moreover, high customer satisfaction has a competitive advantage, so it can be the key success factor of firm's financial performance improvement.

• Journal of the Korean Society for information Management
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• v.34 no.3
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• pp.67-87
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• 2017

This study aims to investigate the effects of college students' library satisfaction on college life satisfaction. In order to test this relationship, two surveys were conducted involving 360 college students at two universities in Seoul. The results of the first survey show that after controlling for the educational service satisfaction and facilities satisfaction, there is a significant influence of college students' library satisfaction on college life satisfaction. The second study added variables for the three components of library service quality (librarian service quality, library resources and service quality, and library facilities and environmental quality). The results of the second survey show that there is a significant influence of library service quality on college library satisfaction, and again a significant influence of college students' library satisfaction on college life satisfaction. Moreover, the results of two group analysis show that the influence of college library satisfaction on college life satisfaction is stronger in high usage group than low usage group. The theoretical and practical implications of this study are discussed.