• 한국관광식음료학회지:관광식음료경영연구
• /
• 제14권2호
• /
• pp.17-22
• /
• 2003

Although researchers have, during the past decade, become increasingly interested in customer satisfaction customer reaction, and service quality issues, very little of research has devoted to the family restaurant. Family restaurant industry is among the fastest growing sectors of the tourism market. This paper discusses the importance of the family restaurant product and service quality, and presents the relationship among service quality, customer satisfaction, and customer reaction. The literature supports the value of family restaurant's service quality and relation between service quality and customer reaction. Exploratory study examined customer's satisfaction with service quality components and customer's reaction with satisfaction. The survey was conducted in four phases; service quality, customer reaction(satisfaction, repurchase intention, and word of mouth), restaurant information, general profile of customer. The results of the study show that service quality(product's quality, physical character) provided family restaurant customer with the overall satisfaction, and service quality affected on customer reaction(repurchase intention, positive word of mouth). Also overall satisfaction affected on repurchase intention and positive word of mouth.

• 품질경영학회지
• /
• 제41권4호
• /
• pp.499-512
• /
• 2013

Purpose: Quality Innovation Managements recently focus on developing relationship with customers to meet their requirements and enhance loyalty in the competitive environments in Countries. The purpose of this study is to explore the effects of innovation, quality, satisfaction and customer loyalty. Methods: After reviewing the literatures, the structural equation modeling (SEM) was conducted test the research model. The data was collected from Quality Leader by the questionnaire In Korea and China. Results: The results of SEM show that hardware innovation quality have a positive effect on customer satisfaction. Customer Satisfaction have a positive effect on customer satisfaction. Conclusion: The authors demonstrate that the hardware innovation quality is related positively to customer satisfaction. And customer satisfaction has a positive effect on customer loyalty. A number of notable findings are reported including the empirical verification that hardware innovation quality, customer satisfaction, and customer loyalty may all be directly related to business performance.

• 품질경영학회지
• /
• 제38권3호
• /
• pp.378-390
• /
• 2010

From the perspective of employees working for public service agencies, we analyzed the causal relationship between service quality, relationship quality, design quality, customer satisfaction, and trust in public services. We conduct statistical analyses on the quality attributes we derived from a critical incident technique(CIT) analysis and build a measurement model, which has a second-order hierarchical structure. Survey data was collected from social work, childcare, and healthcare services. Using a structural equation modeling method, we identify a causal model and simultaneously estimate factor loadings and path coefficients. We find that all the quality dimensions are antecedents to satisfaction and then satisfaction precedes trust. The results show that service quality and design quality mediate in parallel the effect of relationship quality on satisfaction and both relationship and design qualities have stronger effects on satisfaction rather than service quality.

• Journal of Preventive Medicine and Public Health
• /
• 제33권4호
• /
• pp.426-435
• /
• 2000

Objectives : To determine the relationships among quality, satisfaction, value and purchase intention in health care service. Methods : The data were gathered from out-patients who had used hospital services. They were asked to assess service quality, satisfaction, service value, and purchase intention. A total of 557 usable questionnaires were gathered. The data were analyzed using SAS version 6.12. The analysis methods employed in the study were confirmatory analysis and covariance structural analysis. Results : Service quality exhibited a significant and positive relationship with satisfaction, service value, and purchase intention. Furthermore, satisfaction had a significant and positive relationship with purchase intention. And finally, service value had a significant and positive relationship with both satisfaction and purchase intention. Based on these findings, it is evident that satisfaction was a mediator between service quality and purchase intention. Also service value played a mediating role between service quality and satisfaction. Conclusions : These results suggest that service quality is an antecedent of satisfaction and sonics value, and exerts a stronger influence on purchase intentions than satisfaction and service value do. Thus, managers may need to emphasize service quality in health care.

• 대한안전경영과학회지
• /
• 제10권4호
• /
• pp.209-218
• /
• 2008

The growth in services has focused issues of service quality both for commercial enterprises and across a range of public services and government institutions. The education sector, in particular, has undergone radical change to meet the needs of its varied constituents. This paper examines key issues in internal service, customer satisfaction, service quality, relational commitment as they apply in one particular education sector. The purpose of this study is to analyze effect of internal service on customer satisfaction, educational service quality. First, In the dimension of internal service, many factors affect internal customer's evaluation for overall satisfaction. They are categorized as five factors; tangibles, reliability, responsiveness, assurance, empathy. The results of this study supported the proposed conceptual framework overall. Therefore, we identified that internal service quality is the antecedent of an internal customer satisfaction, and the consequent variables of an internal customer satisfaction are educational service quality, external customer satisfaction. The major findings of this study are summarized as follows. First, some factors(tangibles, reliability, responsiveness, assurance, empathy) affected positively internal customer satisfaction. Second, external service quality affected positively educational service quality, external satisfaction. In other words, the more internal customers have experienced internal service, the higher internal service quality deliver educational service quality.

• 복식
• /
• 제50권5호
• /
• pp.91-102
• /
• 2000

The purposes of this study are to determine dimension of apparel expectations. performances and service quality of home shopping and thereby, to analyze effect of apparel commodities dimension (expectations, performances, disconfirmation and satisfaction) and service dimension (service quality and satisfaction) on repurchase intention. The subject were 351 women in the age of twenty to sixty years old who live in Seoul and the suburban of Seoul. The results of this study can be summarized as follows : 1. It was found that home shopping consumers' expectation and performance with apparel commodities were classified 3 factors. On the other hand, the dimensions of service quality were found to have such 3 factors as convenience reliability, personal factor, and apparel one. 2. More frequent users of home shopping scored more on average than less frequent users in terms of service quality, service satisfaction and intention of repurchase. On the other hand, the cable TV users scored more on average than catalogue users In terms of service quality and intention of repurchase. 3. It was found that consumers' intention of repurchase of home shopping were affected by such variables as discofirmation and satisfaction with apparel commodities, service quality and service satisfaction. While less frequent users were affected by disconfirmation and service quality, more frequent users were affected by such variables as apparel commodities satisfaction, service quality and service satisfaction. Meanwhile, both cable TV and catalogue users were found to be affected by service quality and service satisfaction.

• 한국조리학회지
• /
• 제9권1호
• /
• pp.51-64
• /
• 2003

The study aimed at conducting the comparative analysis of the service quality and the degree of satisfaction in the area of foods and beverages between recreational hotels and business hotels. Thus the quality of service was set up as tangibleness, reliability, responsive quality, confidentiality and sympathetic quality; the customer satisfaction was classified into the overall satisfaction and the degree of satisfaction of experience in using and analyzed. As the result of it, business hotels indicated higher than recreational hotels in tangibleness, reliability, confidentiality, the overall satisfaction and the degree of satisfaction of experience in using. Even in the effects of the service quality on the degree of satisfaction, there was difference between recreational hotels and business hotels. In conclusion, there is difference in the service quality and the degree of satisfaction on foods and beverages between recreational hotels and business hotels. Besides, to improve the degree of satisfaction on the field of foods and beverages of hotels, it is most important to understand the characteristics of main customers who use hotels.

• 산경연구논집
• /
• 제11권12호
• /
• pp.29-38
• /
• 2020

Purpose: The purpose of this study is to empirically analyze the effect of chatbot service quality, chatbot trust, and chatbot satisfaction on chatbot reuse intention and store reuse intention. Research design, data, and methodology: We reviewed the literature on domestic and international chatbots, established hypotheses, and analyzed them. We empirically analyzed the process model in which chatbot service quality (interaction quality, information quality) has a positive effect on chatbot trust and chatbot satisfaction, and that chatbot trust and satisfaction positively affect chatbot reuse intention and store reuse intention. A survey was conducted on 212 people who had used shopping mall chatbots and financial service chatbots after demonstrating the shopping mall chatbot video. Structural equation modeling was conducted by using AMOS 24.0 to test the proposed relationships. Results: As a result of the empirical analysis, the effects of interaction quality on chatbot trust and information quality on chatbot satisfaction were not supported, but the rest of the hypotheses were statistically significant. It was found that the information quality of chatbot service had a positive effect on chatbot trust, but did not significantly affect chatbot satisfaction. In addition, the interaction quality of the chatbot positively affects the satisfaction of the chatbot, but it does not significantly affect the trust of the chatbot. Chatbot trust was found to have a positive effect on chatbot satisfaction. Chatbot trust and chatbot satisfaction were found to have a positive influence on the intention to reuse the chatbot. And, chatbot trust and chatbot satisfaction were found to have a positive influence on store reuse intention. Conclusions: The findings of this study offer significant theoretical and managerial contributions in the context of chatbot. Chatbots should enhance customer contact quality management from the perspective of total customer experience management rather than partial function. When providing a chatbot service, it is more desirable to give priority to providing accurate information to increase trust, and at the same time to improve customer satisfaction by increasing the quality of interaction. And in order to increase the competitive advantage of companies, the purpose of introducing chatbots should be clarified and approached strategically.

• 한국치위생학회지
• /
• 제16권4호
• /
• pp.549-557
• /
• 2016

Objectives: The purpose of the study is to investigate the influence of education service quality on major satisfaction in the dental hygiene students. Methods: A self-reported questionnaire was completed by 271 dental hygiene students in Seoul from April 1 to 20, 2016. The questionnaire consisted of general characteristics of the subjects(6 items), education service quality (27 items), and major satisfaction of students(23 items). The instrument for education service quality was adapted from Parasuraman and modified by Park & Lee. Likert 5 point scale adaptation included physical environment, reliability, responsiveness, certainty, empathy, class professors, administrative facilities, and school activities accessibility. Cronbach's alpha test in the study was 0.956 in education service quality and 0.951 in major satisfaction. Results: The education service quality was 3.1 points. The lower grade students tended to have the higher education service quality (p<0.001). The satisfaction to class professors was 3.2 points. The education service quality had a significant positive relation to major satisfaction. The satisfaction was positively influenced by physical environment, responsiveness, certainty, and empathy. Conclusions: A positive motivation to education service quality leads to major satisfaction. A variety of strategies are very important to enhance the education specialization.

• 수산해양교육연구
• /
• 제28권5호
• /
• pp.1378-1387
• /
• 2016

The purpose of this study is to extract the factors affecting service quality, customer satisfaction, and customer loyalty and to find out what effect service quality & customer satisfaction, service quality & customer loyalty, and customer satisfaction & customer loyalty respectively. The results of hypothesis testing through regression analysis showed that the hypothesis between service quality of ship management company and customer satisfaction was accepted in terms of all 5 service quality dimensions of tangibility, reliability, responsiveness, assurance and empathy. Also, the hypothesis between service quality of ship management companies and customer loyalty was accepted in terms of all 5 service quality dimensions of tangibility, reliability, responsiveness, assurance and empathy. Lastly, the hypothesis between customer satisfaction and customer loyalty was accepted.