• 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.

• Journal of the Korea Safety Management & Science
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• v.14 no.2
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• pp.277-284
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• 2012

This paper reviewed the relationship between job satisfaction and service quality, and the moderating effect of gender in restaurant employee. Based on the responses from 288 employees, the results of multiple regression analysis showed that intrinsic job satisfaction(JS) and extrinsic job satisfaction effect positively on all service quality factors(tangibles, reliability, responsiveness, empathy). The results of moderating analysis showed that intrinsic JS effects positively on all service quality factors irrespective of gender, but the positive effect of extrinsic JS on tangibles and empathy is more positive in female than in male employee.

• The Korean Journal of Food And Nutrition
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• v.21 no.4
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• pp.553-561
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• 2008

This study attempted to investigate the effect of foodservice quality perception on residence satisfaction of silver town residents. Through an extensive literature review, the questionnaire was developed and distributed to senior residents in 'A' silver town located in Gyeonggi-Do. Out of 254 questionnaires administered, a total of 212 completed questionnaires were returned, yielding a response rate of 83.5%. The results showed that there was a meaningful correlation between perception on foodservice quality and residence satisfaction. Among foodservice quality factors, reliability and comfort were the most important factors affecting residence satisfaction. Considering the effect of reliability and comfort factors on residence satisfaction, it is important to make a strategy to build up these factors in foodservice operation of silver town.

• International Journal of Advanced Culture Technology
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• v.9 no.4
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• pp.213-218
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• 2021

In order to improve the quality of social services, developed countries overseas have introduced authorization or permit system to primary filtering when entering the market that provides social services. However, in Korea, a quality evaluation system for social service quality management has been introduced and implemented, but no significant effect has been achieved so far. Therefore, the purpose of this study is to investigate the relationship between service quality, service satisfaction, and repurchase intention, which are important variables to measure social service quality improvement, and to use it for service quality management. As a result of this study, service quality, service satisfaction, and repurchase intention are important factors for service quality improvement. It is necessary to secure a service provider of and continuous user selection and service quality management are also important.

• Korea Journal of Hospital Management
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• v.8 no.4
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• pp.26-58
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• 2003

This research first finds out the resources, activities, and effectiveness of quality management effort and the resulting customer satisfaction when the total quality management is lacking in most Korean medical agencies today. Then, it analyzes the relationship among the factors mentioned earlier. This paper utilizes actual data and presents a theoretical model which explains that the resources of quality management affect the activities and that the fruit of the quality management effort benefits the customers in the end. In addition, this study conducts a corroborative analysis through executing a survey, getting a descriptive statistical result on the subjects' characteristics and the research variables using SPSS 9.0 WIN PROGRAM, and the model is approved through analyzing its make-up using LISREL 8.12 WIN PROGRAM. The study's finding is the following: First, the management leadership affects the worker's, educational training, the quality of medical service, and the survey of customer satisfaction positively. However, it does not affect the quality of work positively. Second, the internal customer satisfaction affects the worker's participation, educational training, the quality of medical service, and the survey of customer satisfaction positively. Third, the quality of medical service and the survey of customer satisfaction affects the result of quality management positively, but the worker's participation, educational training, and the quality of work do not affect the result of quality management positively. Fourth, the management leadership does not appear to affect the result of quality management positively. Fifth, the internal quality management appears to affect the result of quality management positively. Sixth, the external customer satisfaction appears to affect the result of quality management positively. In conclusion, the findings in this study indicate that medical agencies need to utilize the active variables of quality management in order to successfully establish a total quality management.

• Journal of Nutrition and Health
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• v.33 no.4
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• pp.464-476
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• 2000

The purpose of this study was to measure patient satisfaction with hosptial foodservices, and thereby identify areas for improvement and provides basic data for the introduction of total quality management into hospital foodservice in the Taegu·Kyungpook area. This survey was carried out on 676 hospitalized patients in 11 hospitals with over 200 beds to determine the quality satisfaction with foodservices. The subjects were 62.4% male and 37.6% female. Sixty-two percent of the subjects were over age 40, 46.7% were only educated to middle school or below, 41.8% were hospitalized for 1 - 10 days. Eighty-seven precent of the subjects did not receive any nutrition education. The expectation and perception grid showed that the high expectation to the low perception items were the seasoning of the meals, taste of the meals, and prompt dealings with meal complaints. The quality satisfaction values of all the attributes indicated a minus. The unsatisfied quality attributes were the opportunity to meet with a dietitian, seasoning of the meals, taste of the meals, explanation of the meals, and prompt dealings with meal complaints. Among the demographic characteristics, age, education, length of admission, and experience with nutrition education produced significant differences in the quality satisfaction scores. In conclusion, it would seem to be desirable that hospital foodservice department introduce selective menus, hygiene education for foodservice employees, standard recipes, quality assurance, and increase the meal rounding of dietitians in the patient foodservice.

• Asia-Pacific Journal of Business
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• v.10 no.1
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• pp.105-116
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• 2019

In this study, there are two research objectives. First, we identified the impact of service quality on customer satisfaction and intention to repurchase in the Internet shopping mall. Second, we tried to analyze the mediating effects of the customer satisfaction on the relationship between service quality and intention to repurchase. Based on past research and theoretical discussions, we developed a research model in terms of service quality and intention to repurchase in the Internet shopping mall. In order to verify our research model, we analyzed 492 survey data of consumers who had experiences in the Internet shopping mall in China. We found that sub-factors of the service quality in the Internet shopping mall have positive effects on customer satisfaction and repurchase intention through the survey data analysis. Among the five factors of service quality in the Internet shopping mall, except assurance, the positive effects of tangibility, responsiveness, empathy and reliability on repurchase intention are statistically significant. In addition, we found mediating effects of customer satisfaction in the Internet shopping mall on the relationship between service quality and intention to repurchase.

• Journal of Korean Society of Rural Planning
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• v.24 no.1
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• pp.89-97
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• 2018

Recently, interest in rural tourism for urban dwellers has increased, and rural communities are chosen as tourist destinations. Under these circumstances, the study was designed to analyze the effects of the quality of service at rural stay sites on customer satisfaction and recommendation intention. The analysis method analyzes the demographic characteristics of the survey participants and characteristics of participation in rural stay. And the quality of service for the experience of rural stay was analyzed with SERVQUAL'S five-dimensional type, reliability, assurance, responsiveness, empathy, tangible and customer satisfaction, intent of recommendation and regression. Major analysis shows that the survey subjects were found to have an average age of 41.8 years, 49 to 59 years old, and a high degree of university graduation. And as characteristic of participation, the form of company was family and relatives, the form of family meeting was many summer, the reservation was Internet, and payment by cash and card were many. As a result of the hypothesis testing, reliability, assurance, responsiveness, and empathy among the quality of service of rural stay were affected in customer satisfaction. In addition, the quality of service and the intent to recommend it were statistically significant, reliability, assurance and empathy. Therefore, it is deemed necessary to make efforts to improve service quality as the quality of service at rural stay places has relevance to customer satisfaction and recommendation intention.

• Nutrition Research and Practice
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• v.8 no.5
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• pp.564-570
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• 2014

BACKGROUND/OBJECTIVES: Although the issues of singles' dietary style and quality of life are becoming important due to the increasing number of singles with economic power, little research has been conducted to date on singles' use of convenience food and quality of life in relation to their dietary style. Thus, the present study intends to provide basic data to improve the quality of life by determining the current status of the use of convenience food and explicating its relationship with quality of life through analyzing the dietary lifestyles of the singles. SUBJECTS/METHODS: The targets of this study were singles, identified as adults between the ages of 25 and 54, living alone, either legally or in actuality having no partner. A statistical analysis of 208 surveys from Seoul, respectively, was conducted using SPSS12.0 for Windows and SEM using AMOS 5.0 statistics package. RESULTS: The convenience-oriented was shown to have a significant positive effect on convenience food satisfaction. HMR satisfaction was found to have a significant effect on positive psychological satisfaction and the convenience-oriented was found to have a significant negative effect on all aspects of quality of life satisfaction. CONCLUSIONS: There must be persistent development of food industries considering the distinctive characteristics of the lives of singles in order to satisfy their needs and improve the quality of their lives.

• The Journal of the Korea Contents Association
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• v.15 no.5
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• pp.88-97
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• 2015

Consumers' interest in performance art is increasing with the advent of the 'culture era', and there is a need for marketing strategies for market base expansion and research in order to achieve this. Therefore, the aim of this study was to empirically establish the effect of service quality factors perceived by consumers during musical performances on audiences' relationship quality. Research results showed that the quality of the physical environment and of results, i.e. service quality, affected commitment and satisfaction, and quality of interaction had a significant effect on satisfaction. Moreover, commitment and satisfaction with relationship quality had a significant effect on loyalty. This study confirmed which service quality elements were considered important for audiences' commitment and satisfaction when attending musical performances, and thus suggests opportunities to understand audiences' consumer behavior and better improve their relationship quality.