• Title, Summary, Keyword: Service Quality

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A Study on Service Quality in Financial Industry (금융업에서의 서비스품질에 관한 연구)

  • Chung, Young-Bae;Kim, Yon-Soo
    • Journal of the Society of Korea Industrial and Systems Engineering
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    • v.32 no.4
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    • pp.235-240
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    • 2009
  • This study examines the competitive strategy of service quality in financial industry. Service quality has been suggested as the approach for service organizations to be service and customer oriented. Recently, the issue of internal service quality has been one of topics widely discussed in financial industry. The purpose of the current study is to examine the internal service quality which is believed to increase such organizational performances as customer satisfaction, retention and revenue. Internal service quality index is used to measure service quality in service industry. In this paper, the methodology for measuring the degree of service quality which has been adopted in service quality research area was used. This paper proposes internal service quality index in financial industry. In this paper, we show the application method of internal service quality index.

A Study of Developing the Evaluation Tools of International Airport′s Service Quality in Korea (국제공항 서비스품질 측정도구 개발에 관한 연구(인천 및 김포국제공항을 대상으로))

  • 장대성
    • Journal of the Korean Society for Quality Management
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    • v.32 no.2
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    • pp.59-76
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    • 2004
  • It has been regarded as important in both academic and practical issues how to evaluate service quality. In addition international traveling will be growing due to increasing income and globalization. Thus, it is very important to measure the international airport's service quality properly. This study was conducted to identify the service quality factors which are utilized to measure international airport's service quality. According to the statistical analyses' results of this study, seven service quality factors and thirty two measurement items were found to evaluate international airport's service quality. They are some different from those which PZB(1988b) identified to measure service quality. This result implies that it is necessary to find the service quality factors reflecting the unique characters of the service organization when measuring service quality of a service organization.

A Study of Perceptual Difference about Service Quality between Service Providers and Users - Focused on the Administrative Services of University - (서비스 제공자와 서비스 이용자 간의 서비스품질에 관한 인식 차이 연구 - 대학 행정서비스를 중심으로 -)

  • Park, Eui-Jung;Yoo, Han-Joo;Song, Gwang-Suk
    • Journal of the Korean Society for Quality Management
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    • v.39 no.1
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    • pp.78-89
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    • 2011
  • A study for service quality is actively done but that for the quality level of the provided service recognized by the service provider for the same service, and for the difference in quality level of service use recognized by the service user is not relatively widely done. Thus, this study analyzed difference between the quality level of the provided service recognized by the service provider and the quality level of service use recognized by the service user, around administrative service as one of cores of the university service, and examined how difference between both service qualities have effect on business the business satisfaction level of the service provider. We measured the service level provided by the individual in charge of the administrative service of the A-university and examined the service quality in business by use of questionnaires. As the result, it was appeared that the quality level of the provided service recognized by the service provider for the same service quality was higher than the quality level of service use recognized by the service user. In addition, it was found that the quality level of the provided service recognized by the service provider had a significant effect on the service provider's business satisfaction level but the quality level of service use recognized by the service user had not effect on the business satisfaction level of the provider.

A study on Service Quality of Defence Quality Assurance Activites using Kano Model & PCSI Index (Kano 모델과 PCSI 지수 이용한 국방품질보증 서비스품질에 관한 연구)

  • Seo, Hyun-Soo;Seo, Jae-Hyun;Kim, Hyun-Min
    • Journal of the Korean Society for Quality Management
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    • v.45 no.2
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    • pp.261-274
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    • 2017
  • Purpose: Classify quality assurance work for munitions as service quality attributes. And to derive service elements that need improvement to improve customer satisfaction through calculation of customer satisfaction coefficient. Methods: The quality assurance service for munitions is classified as service quality based on the Kano model through a questionnaire survey of workers in military service companies located in Busan and Kyung-nam areas. Investigate current customer satisfaction with service quality of defense quality assurance activites, and calculate customer satisfaction coefficient and potential customer satisfaction improvement index. Results: Identify current satisfaction levels for service quality of defense quality assurance activites and suggest service quality factors that should be improved to improve customer satisfaction. Conclusion: The service quality factor for the defense quality assurance service was classified into 13, and the customer satisfaction coefficient was lower than the satisfaction coefficient. When looking at the current level of customer satisfaction through the Potential Customer Satisfaction Index, attractive quality factors with PCSI indices were found to be necessary for service improvement.

Service quality co-orientation model : Case study of national R&D project plan evaluation service (서비스 품질 상호지향성 모형 : 국가연구개발사업계획 평가서비스 사례를 중심으로)

  • Lee, Chang-ki;Jung, Uk
    • Journal of the Korean Society for Quality Management
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    • v.45 no.4
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    • pp.811-828
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    • 2017
  • Purpose: In the meantime, studies on the measurement methods of service quality have mainly been conducted in views of the service recipients. In this study, we introduce a co-orientation model that compares the perceptions of service provider and recipient and examine the applicability in service quality field. Methods: In this study, we conducted a case study on the specific service called 'National R&D Project Plan Evaluation Service' to examine the applicability of the co-orientation model in the service quality field. Results: We could identify the phenomenon of how service providers and recipients perceive differently about specific services introduced in the case study. This study confirms that it can be used to identify problems in mutually oriented service quality activities and to take practical measures to improve them. As we have seen in this case study, the co-orientation model is expected to be of great help in exploring opportunities for quality improvement in the area of service quality. Conclusion: The service quality co-orientation model allows the service provider to distinguish between what they think of differently with the service recipient and what they have in common, so the service provider will be able to find the agenda of service quality improvement.

A Study on the Impact of Service Quality on Service Loyalty in the Beauty Service: The Mediating Roles of Relationship Quality and Switching Cost (미용서비스 품질이 서비스 충성도에 미치는 영향에 관한 연구: 관계품질과 전환비용의 매개효과를 중심으로)

  • Lee, You-Mi;Rhee, Nan-Hee
    • Fashion & Textile Research Journal
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    • v.10 no.5
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    • pp.625-635
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    • 2008
  • The purpose of this study was to investigate the mediating roles of the relationship quality and the switching cost during the processing of effects of service quality on the service loyalty in the beauty industry. Service quality factors were defined as the interaction quality, the outcome quality and the physical environment quality. The relationship quality were defined as the satisfaction and the trust of customer. Amos was used to analyze the research hypotheses and the proposed model. All research hypotheses were adopted. The empirical results were as follows; Service quality influenced positively on the relationship quality, and then the relationship quality yielded the service loyalty. Also the relationship quality influenced positively on the switching cost and then the switching cost influenced positively on the service loyalty. Each service quality dimension had a significant effect on the satisfaction, the trust and the relative importance of service quality dimensions on the satisfaction, the trust followed the order of the interaction quality, the outcome quality and the physical environment quality.

Impact of Product and Service Quality on Service and Product Loyalty in a Automobile Industry (자동차의 제품 품질, 서비스 품질이 서비스 충성도, 제품 충성도에 미치는 영향에 대한 연구)

  • Bae, Hye Jeong;Rhim, Hosun;Shin, Hojung;Yang, In-Seok;Yoo, Seuck-Cheun
    • Journal of the Korean Society for Quality Management
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    • v.40 no.4
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    • pp.599-614
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    • 2012
  • Purpose: We measure service quality based on service process, and examine relationships among product quality, product and service loyalty. Methods: We develop a construct to evaluate process based service quality. We collect data from customers of auto maintenance centers to measure perceived product quality, service and product quality. We test relationships between constructs using structural equation model and regression analysis. Results: Relationships among perceived-product quality, service quality, service loyalty, and product loyalty are all significant. Conclusion: Perceived-product quality has a indirect impact through service quality and loyalty in addition to a direct impact on product loyalty.

The Association between Medical Service Quality, Consumer Satisfaction, Service Value and Customer Loyalty of Dental Patients (치과내원환자가 인지하는 의료서비스 품질과 고객만족, 서비스가치 및 고객충성도와의 관계분석)

  • Lee, Byung-Ho;Choi, Yu-Jin
    • The Korean Journal of Health Service Management
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    • v.8 no.2
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    • pp.89-100
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    • 2014
  • The purpose of this study was to reveal association between medical service quality, consumer satisfaction, service value and customer loyalty. Medical service quality was composed of physical quality, personal quality, technical quality, procedural quality. We thought these factors affect to the consumer satisfaction, service value and customer loyalty. For this study, 221 dental patients in Busan and Ulsan are participated in this study. The data were analyzed with descriptive statistics, t-test, ANOVA, pearson's correlation coefficients, and stepwise multiple regression analysis with SPSS 18.0 program. In conclusion, we obtained the next results. First, the influencing factor in consumer satisfaction were physical quality(${\beta}$=.519), personal quality(${\beta}$=.262), procedural quality(${\beta}$=.110), adjusted $R^2$=.537. Second, the influencing factor in service value were physical quality(${\beta}$=.253), personal quality(${\beta}$=.251), technical quality(${\beta}$=.210), procedural quality(${\beta}$=.136), adjusted $R^2$=.401. Third, the influencing factor in customer loyalty were personal quality(${\beta}$=.343), physical quality(${\beta}$=.302), procedural quality(${\beta}$=.148), adjusted $R^2$=.398. As dental patients' desire to medical service quality becomes diversified, the analysis result is considered to help the future dental service management.

A Critical Review on The Service Quality Measurement -Research Direction for Hotel Service Quality Measurement- (서비스품질 측정에 관한 비평적 고찰 -호텔 서비스품질 측정을 위한 방향 제시-)

  • 김희탁;김장하
    • Journal of the Korean Society for Quality Management
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    • v.26 no.4
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    • pp.29-50
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    • 1998
  • The purpose of this study is to critically review the previous research on the measurement of service quality, and to present future research directions on hotel service quality measurement as follows: 1. As Carman(1990) shows in his study, items of quality measurement should be developed to be fit for the measurement of hotel service quality. 2. To evaluate the service quality of a hotel, measuring three divisions(Room, F&B and Others) separately, then combining them would be the best model. 3. Researches to identify the various dimensions of hotel service quality are needed. 4. In measuring hotel service quality, guests should be classified according to various criteria. 5. To measure the hotel service quality, SERVPERF model might be more a, pp.opriate due to the small number of items to be answered. 6. In hotel industry, researches to identify causal pths between customer satisfaction and service quality are needed. 7. We need to develop alternative scales for the measurement of hotel service quality.

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Service Quality and Consumer Satisfaction in Beauty Service ; Relating to the Outcome Quality and the Process Quality (미용서비스의 과정적, 결과적 품질과 소비자 만족에 관한 연구)

  • 박은주;장영용
    • The Research Journal of the Costume Culture
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    • v.10 no.4
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    • pp.350-363
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    • 2002
  • The purposes of this study were 1) to examine the conceptual structure of outcome quality and process quality of beauty service, 2) to investigate the relationships among beauty service quality, consumer satisfaction, word-of-mouth reputation and perceived risk, and 3) to find out the effects of related variables on consumer satisfaction. The questionnaire was developed based on pretest and previous studies, and completed by 435 female consumers that experienced beauty service during about one month in Busan. First, factor analysis showed that the process quality of beauty services consisted of four factors, such as Employee Service, Physical Service, Time-saving Service, and Economic Service. And the outcome service quality consisted of two factors, such as Socio-psychological service, Functional service. Second, the higher word-of-mouth reputation and the lower perceived risk were the higher perceived beauty service quality and the more satisfied with service. Third, the process quality of beauty service, word-of-mouth reputation, socio-psychological service quality effected on consumer satisfaction. Especially, the employee service was very important on consumer satisfaction.

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