• Journal of the Korea Safety Management & Science
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• v.19 no.3
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• pp.137-150
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• 2017

Logistic enterprises want to be competitive enterprises in fierce logistic market and worry about the securement of discriminative competitiveness for it. The standards for the judgement of logistic industry's maintenance of competitiveness are not only economic feasibility of logistic costs but also the satisfaction of users because well-established service system for variety and enhancement of logistic needs. Some of the quality attributes sufficiently satisfy expectation of customers, but not guarantee high-quality satisfaction. Therefore, it's difficult to grasp quality attributes with the existing approach of perceived service quality. Quality attribute model suggested by Kano is widely used as the concept is accurate, there is high possibility to be used at the stage of product/service planning, and it can be easily applied. Kano model has a limitation that quality attributes are classified with mode and the differences between strong property of the quality attribute and week property in quality attributes were ignored. Therefore, Timko calculated customer satisfaction coefficient with the result of Kano's survey and effects of customer satisfaction and unsatisfaction through relations between satisfaction coefficient and unsatisfaction coefficient. The purposes of this study are to use ASC, the average of satisfaction coefficient and unsatisfaction, as the satisfaction of quality characteristics, decide the importance of quality characteristics with TOPSIS, a representative multi-standard decision-making method, and calculate strategy improvement propriety of logistic service quality.

• Journal of the Korean Society of Costume
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• v.61 no.1
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• pp.34-46
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• 2011

The purposes of this study are to classify apparel service quality elements using the Kano's model, and to identify how much service quality can increase the degree of customer satisfaction when the service quality is fully fulfilled. Women over 20 years-old from metropolitan areas participated in the study. Data from 254 questionnaires were used for the statistical analysis. The results were as follows: First, 17 service quality elements were categorized into one-dimensional quality which could lead to both satisfaction and dissatisfaction, and 3 services quality elements were categorized into indifferent quality which neither result in satisfaction nor dissatisfaction. Second, potential customer satisfaction improvement(PCSI) Index was developed using Kano model and CS coeffient. Findings of this study provide both industry and academic researchers with a guide to increase customer satisfaction in fashion retail store.

• International Journal of Quality Innovation
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• v.10 no.2
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• pp.109-126
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• 2009

The purpose of this study was to examine overall customer satisfaction associated with medical service quality in Taiwan by integrated Kano's model and customer satisfaction index model. Another purpose was to confirmed nonlinear and asymmetric relationship of Customer Satisfaction and Quality Performance by the research outcome. By analyzing 1,100 patients or their family members, this study used the structural equation model (SEM) with AMOS software for data analysis. The results show that must-be attributes, one-dimensional attributes and attractive attributes had a direct effect on overall customer satisfaction, Surprisingly, overall customer satisfaction had positively influenced customer loyalty customer satisfaction had negatively influenced customer complaints. The study also found that customer complaints have direct effect on customer loyalty. Importantly, the study found out the must-be attributes, the attractive attributes and one-dimensional attributes increased, the level of overall customer satisfaction also increased. The customer satisfaction positively influences customer loyalty in medical service quality in Taiwan. The findings might reveal new insights for researchers dealing with quality of medical service and for hospital managers who devote resources exclusively to achieving highest possible levels of patient satisfaction.

• Journal of Korean Society for Quality Management
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• v.40 no.4
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• pp.543-558
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• 2012

Purpose: The purpose of this study was to propose useful suggestions by analyzing causal effect relationship between port service quality, and customer satisfaction and performance in port industry. Methods: The collected data through the survey were analyzed using multi-regression analysis. The measurement tools used for this study were divided into three dimensions such as internal quality, interaction quality and environmental quality. Results: The results of this study are as follows; regarding the influence of pot service quality dimension on customer satisfaction, it was found that the effects of interaction quality and internal quality were significant and those of environmental quality was not significant on customer satisfaction. It was found that customer satisfaction made statistically significant influence on performance from the investigation of the causal effect relationship between customer satisfaction and performance. Conclusion: Incheon Port needs to act actively paying attention to port facilities, efficient operation, network, cargo recruitment activities, smooth communication and fast handling.

• Journal of Korean Academy of Nursing
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• v.34 no.2
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• pp.261-269
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• 2004

Purpose: This study was to exam me the correlations among management of menopause, marital satisfaction, and quality of life in middle-aged women. Method: The sample was 158 middle-aged women who were 40-64 years. Data were collected from June 14 to July 10, 2003 using questionnaires and were analyzed by using the SPSS 10.0 PC+ program. Result: The level of marital satisfaction was related positively to the level of quality of life(r=.504, p<.01) and management of menopause(r=.3l5, p<.0l). In addition, there were significant correlations between the level of quality of life and management of menopause(r=.251, p<.01). In stepwise multiple regression analysis, 25.9% of the variance in quality of life was explained by marital satisfaction. Conclusion: Marital satisfaction and management of menopause serve to improve the quality of life of middle-aged women. It is necessary to develop an effective intervention program to improve marital satisfaction and management of menopause.

• Journal of the Korean Operations Research and Management Science Society
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• v.34 no.4
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• pp.165-183
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• 2009

In a service process, the customer typically experiences two types of interactions; one is interaction with the physical ambiance (servicescape) and the other is with employees who may be responsible for the service process quality. The literature in general supports that process quality is a critical determinant for overall service quality and customer satisfaction. In this paper, we primarily examine how the servicescape intervenes the association between process quality and employee/customer satisfaction. The proposed models are tested. using the data collected from the major golf courses in Korea. The results suggest that improving process quality and servicescape have a positive influence on employee/customer satisfaction directly and/or indirectly, but the effect of servicescape may be stronger in the case of golf course businesses. Servicescape also contributes to improving process quality by enhancing employee satisfaction. These results collectively indicate that management emphasis on improving service quality without renovating physical surroundings may results in unsatisfactory outcome.

• Management Science and Financial Engineering
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• v.13 no.2
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• pp.79-97
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• 2007

This paper investigates the relationship of service quality and user satisfaction in the wired and mobile Internet services based on the integrative framework of both systems. Given a moderate level of reliability and validity, the commonly driven dimensions for measuring service quality include responsiveness, assurance, empathy, convenience, usefulness, and diversity. User satisfaction is measurable by the dimensions of communication/entertainment, finance/economics, location/geography, and information/consulting. We apply the MANOVA tests to evaluate whether each of the service quality dimensions has an overall influence on user satisfaction. Next, multiple regression analyses are conducted to check if unique positive effect exists between each combination of service quality dimensions and user satisfaction dimensions. The results show that service quality must be taken care of with respect to the assurance dimension in order to enhance customer satisfaction in the dimensions of location/geography, which will contribute to increasing the utilization of mobile service. For improving user satisfaction in the dimension of information/consulting, service quality must be supported with respect to assurance and empathy in the mobile Internet market, in addition to diversity, which is the only significant service quality in the wired Internet service.

• Journal of the Korean Home Economics Association
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• v.37 no.6
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• pp.59-76
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• 1999

This study was to investigate casual relation of psychological well-being and quality of life of married couples. For the data set 434 married couples living in Pusan, Korea were chosen. The data were analyzed using M, SD, t-test, Pearson's correlation, multiple regression, and path analysis. The findings of this study are as follows; First, marital satisfaction and the level of quality of life are higher for husbands than wives. Whereas psychological distress is higher for wives than husbands. Second, for husbands, husband's level of education, job satisfaction, husband's housework participation, and job stress have significant effect on marital satisfaction. For wives, wife's level of education, husband's housework participation, and husband's job stress have significant effect on marital satisfaction. Third, for husbands, job satisfaction and job stress have significant effect on psychological distress. For wives, husband's job stress have significant effect on psychological distress. Fourth, for husbands, job stress, marital satisfaction and psychological distress have significant direct effect on quality of life. Besides, husband's age, husband's level of education, job satisfaction, job stress, husband's housework participation, and marital satisfaction are indirectly associated with quality of life. For wives, marital satisfaction and psychological distress have significant direct effect on quality of life. Besides, wife's level of education, husband's job stress, husband's housework participation, and marital satisfaction are indirectly associated with quality of life.

• Journal of the Korean Society of Food Culture
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• v.25 no.2
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• pp.189-197
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• 2010

This study, which took place in an Italian restaurant in Seoul, investigated the impact of meal duration on the evaluation of satisfaction and service quality, according to the service stages (order, cook, check) of a restaurant. Research procedures included two phases: during the first phase, data on expected-perceived meal duration, and service quality and satisfaction were collected by surveys, which were distributed at the restaurant. The second phase investigated the relationships among meal duration, customers' satisfaction, and service quality. T-tests and regression analyses were used to examine relationships between these variables. Results indicate that both failing to meet customers' expected meal duration, as well as the perceived meal duration could negatively impact the satisfaction and evaluation of service quality. The study confirmed that meal duration is indeed related to the responsiveness aspect of service quality. The important aspect of meal duration management is to improve service quality and satisfaction, which can lead to a restaurant's success. Therefore, understanding the relationships among meal duration, satisfaction, and service quality is a part of a good foundation for effective meal duration management.

• Journal of Korean Society for Quality Management
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• v.45 no.1
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• pp.11-24
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• 2017

Purpose: This study is on the priority for improving students satisfaction in university educational service. It explores the dimension of service quality and analyzes the relationship among quality elements, service satisfaction, and loyalty. Methods: This paper performs empirical studies by questionnaire survey. The Timko model is used for finding the degree of possible improvement of quality elements, and structural equation and regression models are used to analyze the effect of them on service satisfaction and loyalty. Also, explanatory factor analysis is used to investigate the quality determinants. Results: The quality dimension is composed of curriculum, employment support, interaction with outsiders, start-up support, learning support, counselling, and administration service. Curriculum, learning support, and administration service are positively correlated with service satisfaction, and service satisfaction has a positive effect on loyalty. Counselling service is an attractive element, and curriculum, start-up support, and learning support are indifferent elements. Conclusion: Comprehensive analysis shows that curriculum, academic advisor, and administration service have high priorities for improving educational service satisfaction.