• Title, Summary, Keyword: Customer's Peculiarity

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A study of Military-Vehicle Maintenance Service Quality and Customer Satisfaction by Structural Equation Model(SEM) (구조방정식 모형을 이용한 군(軍) 정비부대 서비스품질과 고객만족 측정에 관한 연구)

  • Seo, Jung-Hwan
    • Proceedings of the Korean Operations and Management Science Society Conference
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    • pp.171-175
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    • 2007
  • The Service sector has increased in importance over the last decade in troops. Military included public sector, but has very different peculiarity from other public institution. So it's necessary that developing an evaluation tool that measuring service quality and customer satisfaction for troops. This study was conducted to identify tile service quality factors which are utilized to measure military vehicle maintenance service quality and customer satisfaction. In this paper, developing a Structural Equation Model at 'three dimensional model of service quality', and it is applied to customers of military vehicle maintenance service.

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Impact of Switchover Barrier, Switchover Intention and Willingness to Revisit on Customer's Characteristics - Comparison between Travel Agency and Airlines - (고객특성이 전환장벽, 전환의도와 재방문의사에 미치는 영향 - 여행사.항공사간 비교분석을 중심으로 -)

  • Chung, Ung-Young;Moon, Hye-Young
    • The Journal of the Korea Contents Association
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    • v.8 no.9
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    • pp.259-273
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    • 2008
  • This study aims to identify of customer features control the effect on revisit intention and switching intention. The statistical techniques used for this empirical analysis are frequency analysis, technology analysis, reliability analysis, factor analysis, confirmatory factor analysis along with path analysis and moderate regression analysis, which are based on structural model From the effect that customer features control the effect on switching barrier by switching intention, travel agencies has a control effect on 'financial switching costs' and 'relational switching costs', and airlines show they have control effect on 'relational switching costs.' In diversity pursuit factors, 'financial switching costs' and 'attractiveness of alternatives' have a meaningful control effect for travel agencies customers, while 'procedural switching costs' for airlines customers. In the analysis result of the effect that customer features control the effect on revisit intention by switching intention, 'percept' and 'diversity pursuit' have a meaningful control effect in travel agencies customers and airlines one, respectively.