• Journal of Korean Society for Quality Management
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• v.47 no.4
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• pp.875-894
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• 2019

Purpose: This research is the impact of service quality of Economy Hotels on customer satisfaction and Re-visit Intention in China. It reviews the empirical theories about Economy Hotels at home and abroad, based on SERVPERF, combines with the actual situation of China's Economy Hotels, and then constructs based on the research results at home and abroad. In the subfactor of service quality, "recovery" is added, and the relationship model between the service quality of Economy Hotel, customer satisfaction and Re-visit Intention is designed, in which the mediated effect of "customer satisfaction" between the service quality's subfactor and Re-visit Intentio is explored. Methods: 334 questionnaires were distributed to the check-in guests of three Home Inns in China's first-tier cities (ShangHai,BeiJing,ShenZhen), of which 300 were valid for data analysis. Result: The data analysis results show that the Economy Hotels' subfactor of service quality have a positive impact on customer satisfaction and Re-visit Intention, and customer satisfaction also plays an mediated effect. (partial mediation: tangible, reliability, recovery; full mediation: responsiveness, assurance, empathy) Conclusion: The research puts forward the enlightenment points for the development of Economic Hotels through the differences in the development emphasis and service quality between Economic hotels and other types of hotels, so as to improve the satisfaction and market competitiveness of China's Economic hotels through the research results.

• Journal of Korean Society for Quality Management
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• v.39 no.1
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• pp.155-166
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• 2011

In this research, we study on to find the inter-relation among education service quality and customer satisfaction and re-use focusing on E life-long education center. Education service quality consists of four factors such as training center's facility, trainer, employee's service and operating service. As like the results of this research, we found that three factors of education service quality such as facility, trainer and operating service give a positive effect to customer satisfaction and also we found that customer satisfaction gives a positive effect to re-use.

• Journal of the Korean Home Economics Association
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• v.40 no.5
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• pp.133-146
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• 2002

The purpose of this study was to verify a Structural Equation Model that constructed the causations among the leisure resources, health perception, leisure attitude, leisure satisfaction and the quality of life in the elderly. For the purpose, 208 elderly who were over sixty years old and inhabited in Seoul were given questionnaires. Questionnaires were distributed by means of a 1:1 personal interview method. A Measurement model and a structural equation model estimates by Maximum Likelihood method(ML method) utilizing LISREL 8.51 ver. The major results are summarized as follows: 1) A Goodness of fit is good of structural equation model presented in the study. 2) The higher their leisure resource is, the higher health perception is, the higher leisure attitude is the more leisure satisfaction. 3) The important valuable factor which affected the quality of life in the elderly was the leisure satisfaction. It showed powerfully if the elderly participate enjoyment, self-development and positive leisure activity, their leisure satisfaction would increase, consequently the Quality of life would be improved.

• Journal of the Korean Home Economics Association
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• v.49 no.7
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• pp.1-11
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• 2011

This study identified the use types of a home help service and the level of service quality and reviewed the extent of their effects on consumer satisfaction. As a result of measuring the service quality in terms of support, assurance, reliability, empathy and responsiveness, a high overall reliability was demonstrated in the service. The consumer satisfaction with the home help service was discovered as being high, in general. Meanwhile, with the female research participants, the lower the service fee was perceived to be, the higher the consumer satisfaction. The quality assessment items concerning support and reliability were found to be important variables which were influential on consumer satisfaction. Therefore, it has been shown to be imperative to prepare political alternatives regarding the development of the service standard in order to protect user's rights, offer relevant information, and ensure reliability in the home help service.

• Journal of Korea Society of Industrial Information Systems
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• v.22 no.3
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• pp.95-107
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• 2017

This Study Categorized Service Quality of Banks into Interaction Quality, Physical Environment Quality, and Outcome Quality, and Proposed a Structural Model for Each Dimension of Service Quality on Customer Satisfaction, Persistence Intention and Cross-buying Intention, and Conducted an Empirical Analysis on the Customers who Use Banks. First, it was Confirmed that Three Dimensions of Service Quality Physical Environment Quality, Interaction Quality and Outcome Quality are One of the Sources that Form the Customer Satisfaction for Banks. Second, the Higher the Perceived Bank's Interactive Product Quality, Outcome Quality, and Physical Environment Quality Perceived by Customers Using Bank, it's Shown to have more Positive Effect on Customer Satisfaction, and the Effect Size was Shown in Order of Interaction Quality, Physical Environment Quality, and Outcome Quality. Third, Customer Satisfaction on Bank Services was Shown to have a Positive Effect on Relationship Intention and Cross-buying Intention. Finally, Based on the Results of this Analysis, the Implications of this Study and Future Research Directions were Presented.

• Journal of Agricultural Extension & Community Development
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• v.19 no.2
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• pp.381-408
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• 2012

The subjects of the research were 275 aged care nurses working in Gyeonggi regions. The analysis result showed: job satisfaction in overall situation was 2.87 on a 5 point scale, indicating the level of job satisfaction was lower than average: the quality of life was 2.97, as with job satisfaction, also low. On the other hand, the research outcomes to discern if it affects the lower level of the quality of life, it was found that variables affecting psychological health include job, pay, co-workers, organization, changing an occupation/job; Social environment include job, pay, and promotion (reward), The maintenance of social relations, pay, promotion(reward) and co-workers, changing an occupation/job; variables affecting physical health include job, pay, promotion(reward), changing an occupation/job; The research outcomes confirm that the job satisfaction of aged visit care workers is an important factor affecting their quality of life.

• International Journal of Contents
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• v.5 no.1
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• pp.9-14
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• 2009

The purpose of this study is to investigate the impacts of e-service quality factors on customer satisfaction and behavior intention by Web site types. Difference and moderating effect resulting from the type of web site users about an association with reaction of satisfaction and those component concepts are also one of the aims in the study. As a result, the study found that factors of web site service quality variables had positive impacts on customer satisfaction. And customer satisfaction also had a positive impact on relationship intention and word of mouth intention. Furthermore, through the comparative analysis, we found that the service quality differed on the effects of customer satisfaction by web site types. According to those results, marketing managers should develop different service strategies based on different web site types.

• International Commerce and Information Review
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• v.10 no.4
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• pp.203-219
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• 2008

This study shows the following results. First, the assessment items of the whole exhibition operation, workforce, counselor's ability, facility and environment were important analysis factors for exhibition recognition, quality of human operation and quality of exhibition facility and environment. Second, exhibition recognition was found to be the most significant factor that influenced exhibitor's cognitive achievement, exhibition employee operation and exhibition facility. Third, exhibitors' satisfaction simultaneously increased as exhibition recognition and employee operation quality were raised. However, exhibition facility didn't strongly influence exhibitors' satisfaction. Fourth, high exhibition recognition, employee operation and exhibition facility resulted in high cognitive achievement and exhibitor's loyalty. Fifth, exhibition recognition is a highly influential factor to mediate exhibitor's cognitive achievement and exhibitors' loyalty. It implied that exhibitors' cognitive achievement and satisfaction were significantly related to the exhibition quality factor. Moreover, it indicated the effective and efficient operational method to strengthen promotional strategy, enhance the quality of employee operation, exhibition facility and environment. Thus, the results suggest a new method to evaluate exhibitor's satisfaction in the exhibition industry.

• Fashion & Textile Research Journal
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• v.9 no.1
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• pp.55-64
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• 2007

In this study, relationship model of relationship quality and loyalty for perceived service quality on department store is proposed and empirically tested. Service quality factors were defined as Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Relationship quality were defined as customers' overall satisfaction and customer trust. A LISREL model was used to develop dimensions of service quality and to investigate the structural relationship among perceived service quality, relationship quality(customer satisfaction and trust) and loyalty on department stores. The empirical results were as follows; First, Tangible, Responsiveness, Assurance and Empathy of service quality factors have a positive effect on customers' overall satisfaction. Second, customers' overall satisfaction have a positive effect on customer trust. Third, relationship quality have a positive effect on loyalty of customer; customers' overall satisfaction and customer trust have a positive effect on loyalty of customer. At the end of this paper, discussion, managerial implications, limitations and future research directions were suggested.

• Journal of the Korea Safety Management & Science
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• v.16 no.3
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• pp.411-420
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• 2014

The purpose of this paper is to examine the effects of customer perception about service physical evidence and process quality by liquor wholesaler on customer satisfaction and maintaining business relationship. Also this paper tries to find out the moderating effect of relational duration on those service qualities and deal satisfaction. Based on the responses from 53 stores, the result of multiple regression analysis appears as follow that (1) the perception of intangible service quality is positively related to deal satisfaction, (2) deal satisfaction is positively related to maintaining business, and (3) the interaction of relational duration and each perception of service qualities is significant.