• International Journal of Quality Innovation
• /
• v.8 no.1
• /
• pp.27-39
• /
• 2007

In this study, we investigated the effects of service quality on customer satisfaction in education service industry, focusing on the opinion of dissatisfied customers who have decided to switch the service provider. Additionally, in professional service industries such as law, hospital, and education, customers expect visible results which are often ignored in earlier service quality studies. Customer's comprehensive assessment of the professional service depends on both process quality experienced during service delivery and service result perceived after service delivery. The hypotheses on the causal relationships among service quality, customer satisfaction, intention to switch service provider, and service performance were tested by using Structural Equation Model.

• The Korean Journal of Food And Nutrition
• /
• v.20 no.4
• /
• pp.509-515
• /
• 2007

The purpose of this study was to determine the service quality satisfier and dissatisfier factors of family restaurants in Korea by using a qualitative research method, the critical incident technique(CIT). The CIT helps researchers find new factors or attributes by grouping key issues and categorizing common factors from the raw data, critical incidents which critically satisfied or dissatisfied customers. The respondents must describe the incidents in details. There are many previous studies on the attributes related to service qualities, selections, and revisiting intentions and the relationships between the attributes. These studies offer many insights for general trends and directions for managing service qualities, but not how to improve service quality practically. It is difficult to know specific service quality factors especially influencing Korean customers because the factors come from previous research and not from the respondents themselves. Therefore, this research categorized key satisfier and dissatisfier factors from 402 critical incidents described by 261 respondents into 5 groups and 33 subcategories. Real cases and examples are also explained that either critically satisfied for dissatisfied customers at family restaurants.

• Fashion & Textile Research Journal
• /
• v.6 no.2
• /
• pp.177-183
• /
• 2004

This study was interested in dissatisfaction in the service encounter from the service employee's viewpoint by exploring employee dissatisfaction and the problem customers as the causes. The study explored the incidents leading to dissatisfactory service encounters from the service employee's viewpoint, the causes of the dissatisfactory incidents, and the attitudinal, verbal and behavioral expressions of the customers involved in the incidents. Employees of the beauty service business were individually interviewed, and 204 incidents were analyzed. The incidents were categorized to identify the events and related behaviors of customers that caused employee dissatisfaction. Three major groups were classified: the way dissatisfied customers complain; customers' misbehaviors; and customers' no harmful behaviors. Further the major groups were classified into 8 categories. Based on the findings the study provided implications for employee and customer management.

• The Journal of Industrial Distribution & Business
• /
• v.9 no.12
• /
• pp.7-14
• /
• 2018

Purpose - The core objective of the research is to explore the quality of services provided by the Nigerian health care sector that lead to know the satisfaction levels of the consumers. Research design, data, and methodology - After a meticulous literature review, the researchers administered a two part questionnaire to know the service gaps and satisfaction levels of the customers. The research carried out with a sample of 400 respondents but received only 150 responses from the residents around Adamawa state. The collected data was edited, coded, and analyzed with the SPSS latest version with the descriptive and inferential statistical tools. Results - Majority of the respondents expressed their discontentment over the responsiveness of the service providers when compared to tangibility and reliability quality variables. There is no relationship between the quality variable tangibility and overall satisfaction. Related to the overall satisfaction, 42 percent of respondents have neutral perspective indicated that they are either satisfied or dissatisfied as against the 43.3 percent of dissatisfied customers. Conclusions - This research proffers invaluable information to the entire Nigerian health-care sector to review their existing delivery of services to improve patient satisfaction. This research is first of its kind concentrated to know the quality of health-care services and customers overall satisfaction in Nigeria.

• Journal of the Korea Safety Management & Science
• /
• v.14 no.2
• /
• pp.237-243
• /
• 2012

The more the satisfied customers increases in customer satisfaction survey, the more the company has difficultly in improving the customer satisfaction. In addition, the effectiveness of practical application of customer satisfaction survey decreases due to its constitution limitation on its data analysis. To overcome these problems, it is necessary to develop a new method to identify the strategy meanings and find the dissatisfied factors of satisfied customers using the satisfied customers reclassification. This study focuses on the satisfied customer segmentation using Latent Class Analysis. The case study shows that the satisfied customers are divided into three subgroups using Latent Class Analysis and we draw meaning results such as satisfaction and dissatisfaction factors through analyzing each group. This study is expected to play the role as the groundwork for the revitalization of customer satisfaction survey.

• Journal of Families and Better Life
• /
• v.15 no.1
• /
• pp.129-146
• /
• 1997

The purpose of this paper was to discover the importance and degree of satisfaction toward medical service perceived by clients and analize some characteristics and any siginificant difference by deomographic and social variables. In addition the subjects were divided into groups(i. e. satisfied and dissatisfied groups) and tested significant difference between two groups, The results can be summerized as follows: 1,. While the importance of over attributes of medical services percevied by customs was higher the degree of satisfaction was relatively low. 2. According to our analysis the degree of satisfaction toward hospital facilities and staff appeared to have relatively have relatively heavy weights compared to total satisfaction scores. 3. As far customers' quality evaluation about medical service is concerned the importance and degree of satisfaction could not be discriminated by demographic variables except education and income level. 4. The discrepancy of satisfaction s ore between satisfied and dissatisfied group was the highest in hospital facilities compared to other three sectors.

• Journal of the Korean Society of Costume
• /
• v.51 no.4
• /
• pp.97-112
• /
• 2001

The purposes of this study were to investigate consumers preference and dissatisfied factors in knitted golf wear The 430 questionnaires were sent to consumers who live in the Seoul Metropolitan district including Pundang-city and Iisan-city, The return rate was 89.5%. Statistical devices were t-test, ANOVA, $X$2. frequency with SAS program. The results of this study were as follows: First, Preferred colors were pastel, straw yellow, and black in descending order. Preferred coordination was analogous rather than complementary coordination. The classical look with T-neck, pullover, and V-neck was preferred. The preferred materials were pure cotton and cotton/wool blend in solid colors or plain and intasia structure. There were significant differences that pure cotton was preferred the forties and fifties or housewife, and cotton blend was preferred the thirties or service jobholders. Second, dissatisfied factors were pilling, deformation and de-coloration. The pilling problem was indicated in all income levels. Customers complained about no exchange and no refund policy with sales persons'discourtesy and time delay for repairing.

• Korean Journal of Human Ecology
• /
• v.10 no.4
• /
• pp.317-332
• /
• 2001

The purpose of this study was to find the purchase behavior and satisfaction levels of wholesale discount store customers. Three hundred and eighty housewives who had buying experiences from wholesale discount stores at Gunpo city, Kyeonggi province were selected. The questionnaire survey method was conducted during August 3 to August 9, 2000. The major findings were as follows ; First, the major customers using wholesale discount store were found to be age over thirties and they bought food, such as vegetables and processed food stuffs. They visited wholesale discount store once or twice a week and spent $10{\sim}50$ thousand won each purchasing. Second, most customers evaluated positively wholesale discount store, on the other hand they experienced compulsive buying or had the desire for it. Third, though they visited wholesale discount store because of lower price than other stores, they didn't agree that they were saving money through using wholesale discount store. Forth, housewife-customers' satisfaction level about whole sale discount store was not so high. Among the factors suggested, they were satisfied comparatively with the comfortable counter atmosphere and parking lot, and were dissatisfied comparatively with the long waiting time at cashier.

• International Journal of Quality Innovation
• /
• v.8 no.1
• /
• pp.76-86
• /
• 2007

This paper reports on a study investigating key attributes of service recovery strategies in internet shopping mall. In theses day, service recovery has received important attention in the service operation management literature. Service recovery involves those actions designed to resolve problems, alter negative attitudes of dissatisfied consumers and to ultimately retain these customers. The study examined that service recovery strategies (apology, compensation) impact on the customer satisfaction. And customer satisfaction impacts on customer loyalty with SEM (Structural Equation Modeling). This study can be used a strategic implication for internet shopping mall managers to develop successful service recovery strategies.

• Journal of the Korean Operations Research and Management Science Society
• /
• v.35 no.3
• /
• pp.1-24
• /
• 2010

As the Internet is explosively growing and the market is rapidly globalized, many entrepreneurs have been given an impetus to take on the function of the intermediation between providers and customers. Organizations performing the mediating roles in the cyberspace are termed 'cybermediary' and often called 'Openmarket' as a kind of transactional cybermediary in Korea. Despite sustainable growth of Openmarket, customer complaints and damages are increasing because of absence of recovery standards after a service failure. Therefore, it is important that a service provider converts dissatisfied customers to advocates for the growth of the Openmarket. This study aims to examine the role of recovery of the service failures for the Openmarket by proposing a relationship between complaint handling and continuance based on the equity theory. From the empirical results, we found that interactional equity had significant effects on both overall service satisfaction and recovery satisfaction, while procedural equity significantly influenced only recovery satisfaction. Recovery satisfaction also had an impact on overall service satisfaction and each satisfaction factor was positively related to continuance intention.