• Journal of Information Technology Applications and Management
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• v.11 no.2
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• pp.65-80
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• 2004

The primary purpose of this study is to investigate ASP (Application Service Provider) vendor attributes that affect ASP client satisfaction. From the relevant literature, ASP vendor attributes that might affect the ASP client satisfaction were derived from which the survey questions were formulated. The survey was conducted among the companies that have adopted ASP. Through the factor analysis of the survey results, the following vendor attributes - vendor's IT infra structure, service reliability, service flexibility, vendor stability, IS maturity, information sharing - were derived ; and the relationships between those attributes and ASP client satisfaction were explored. The result of this study revealed that IT infra, service flexibility, vendor stability are related to ASP client satisfaction. The customer satisfaction factors in the traditional outsourcing -- reliability, IS maturity, information sharing were proved to be not applied in ASP environment. This study provides ASP vendors with guidelines on how to improve their ASP strategies to satisfy clients. The results of this study can also be used by client companies as a decision basis for ASP vendor selection.

• Journal of 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.

• Journal of information and communication convergence engineering
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• v.7 no.2
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• pp.92-97
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• 2009

Lately, influence of information rises and interest about satisfaction estimation of information providing service is risin. According to rapid change in information environment, information-providing service is being changed in various form, in which center development is made in relation to the effort for customer satisfaction intended to enhance user's satisfaction level through providing more convenient and higher service centered on information service user rather than information service provider. Organizations providing information service is also changing their service from traditional one centered on service provider to that for user's satisfaction and service quality, and evaluation of information service quality and measurement of user's satisfaction as the result of using information service are regarded important. In this respect, it is needed to measure user's satisfaction level for environmental factors of information service and analyze what kind of influence they have to enhance user's satisfaction level of information service. Also function and efficiency of information offer service are important. Therefore, interest for satisfaction survey to heighten contents satisfaction of information-providing service, service satisfaction, satisfaction of user of system satisfaction is increased. In this paper, we propose a model of the user satisfaction index for information-providing services and present the user satisfaction index is measured to the model. Also we this study suggest qualitative improvements of information-providing service required for change to user-centric information-providing service through measuring user satisfaction index of ITFIND system and schemes to improve information quality

• Journal of the Korea Academia-Industrial cooperation Society
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• v.17 no.11
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• pp.322-331
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• 2016

This study examines the effects of social commerce service quality and the service provider's physical environment on customer loyalty based on trust and satisfaction. Study results are as follows: First, correlation analysis results for social commerce service quality and social commerce trust find that informativity and interactivity exert statistically significant effects on social commerce trust. Second, service provider's physical environment and service provider satisfaction correlation analysis results demonstrate cleanliness, ambience, and interactivity exert statistically significant effects on service provider satisfaction. Lastly, the correlation between social commerce trust, service provider satisfaction, and social commerce loyalty, was statistically significant. Results of this study are expected to provide general understanding of group purchase decisions in social commerce and to provide value input in strategy development for social commerce with respect to group purchase and service provider.

• Journal of Distribution Science
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• v.14 no.4
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• pp.81-92
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• 2016

Purpose - In recent years, management scholars have expressed growing interest in the concept of person-Job fit because of having many benefits for employees' attitudes and behaviors. The related research is needed to determine what specific types of fit are related to each other, and to get important individual outcomes. Person-job fit of employees in service organization plays an important role in company as well as person in service industry. Person-job fit, representing the consistency between person (service provider) and job (service provided to the customers), gives significant and positive effects on the attitude and behavior of service provider. On the basis of the study background, the purpose of this study is as follows. First, we would like to examine the effects of person-job fit of service provider on their emotional intelligence. Emotional intelligence is divided into four sub-factors such as self-understanding, understanding others, emotional utilization, and emotional regulation. Second, we would like to identify the relationships between job satisfaction and sub-factors such as self-understanding, understanding others, emotional utilization, and emotional regulation. Research design, data, and methodology - We performed structural equation model using Spss 18.0 and Amos 20.0 in order to verify the hypotheses. Subjects were golf service assistants who were high-touching service with high degree in interaction and long contact time with customers. 178 out of the total 200 surveys were used in evaluation from helpers of golf service working as full-time service provider after selecting two locations of golf course located near Busan. From the evaluation of reliability and validity with variables used in this research, they satisfied and confirmed certain standard. Results - The results are as follows. First, as the results of identifying the relationships between person-job fit and emotional intelligence of service provider, person-job fit did not have positive and significant effect on self-understanding. On the other hand, it affected positively and significantly other factors in emotional intelligence such as emotion to others, emotional utilization, and emotional regulation. Second, as the results of identifying the relationship between emotional intelligence and job satisfaction, sub-factors in emotional intelligence such as emotion to others, emotional utilization, and emotional regulation except self-emotion affected significantly and positively job satisfaction. However, self-emotion did not have significant and positive effects on job satisfaction. Conclusion - These results will be valuable and used for service providers. In addition, many service providers will recognize that person-job fit is very important to get a job. This research has a purpose on the assumption that appropriateness between individual and task in service industry shall act as major influence in emotional intelligence of service provider. Recognitive ability of service provider is also very important per characteristics of service, but emotional intelligence that interacts and connected directly with most customers can be a very meaningful factor as well. Emotional intelligence allows people to recognize, understand, and empathize the emotion of customers shall be a positive reinforcement for customers to evaluate the service ultimately.

• Korean Journal of Community Nutrition
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• v.5 no.2
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• pp.236-242
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• 2000

Due to the diversification of the food industry and its heightened competition, the marketing strategy to be required the most would be to improve competitiveness by enhancing customer loyalty as a resulting variable of customer satisfaction. Thus, this study, taking a food service provider as a subject, is to find factors and the scope of the perceived quality ; and to analyze how far the perceived service quality factor as such could explain customer′s overall satisfaction and customer loyalty ; finally to provide basic data for establishing a customer satisfaction marketing strategy as related to customer loyalty. The results of the study are as below. 1) 25 factors of service quality perceived by a food service provider have been categorized into 8 independent dimensions through factor analysis. Each of them are named ′Employee attitude′, ′Cleanliness′, ′Reputation′, ′Reliability′, ′Food′, ′Price′, ′Convenience′, ′Variety′, all of which explain 64.3% of the service again quality perception level. 2) After classifying customers into 3 groups according to two criteria -"will buy the service again" and "will suggest it to others" and making a pair of service providers with each customer, each customer loyalty group compared the service quality perception factor of the food service provider. The result was that the group having both the " will buy the service again" and "will suggest to others" criteria, that is, with higher loyalty, tend to have higher points than other group s in the dimension of ′Employee attitude′ and ′ Cleanliness′(p〈0.05), which means these two dimensions are closely related to customer loyalty. 3) From a regression analysis for the service quality perception level of the food service provider and overall satisfaction, it has been found that : the regression models are different for each group, that ′Employee attitude′ seems to be related more closely to the group with higher loyalty(p〈0.05); that the ′Price′dimension is found to be a meaningful factor to the group categorized not having "will buy the service again" and "will suggest to others" criteria(p〈0.05).

• Culinary science and hospitality research
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• v.13 no.2
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• pp.292-302
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• 2007

This is an empirical study on Korean traditional restaurant service providers and customers who get direct service from them. This study focuses on the service performance determiners; customer satisfaction, service quality, service providers' satisfaction and loyalty. In order to meet its purpose, we survey 1,000 customers who have visited Korean traditional restaurants. This survey uses the SERVPERF service quality measuring theory. The results are as follows: First, the service providers' satisfaction have an effect on service quality, so the supervisor of a Korean traditional restaurant should construct a HRM (Human Resources Management) system for increasing employees' satisfaction. Second, employees' loyalty is significant, but its effect is lower than their satisfaction. Third, service quality affects customers' satisfaction and loyalty significantly. Fourth, employees' satisfaction and loyalty considerably influences customers' satisfaction and loyalty. Consequently, restaurant managers put their effort into increasing employees' satisfaction, loyalty, and service quality.

• Proceedings of the Korea Database Society Conference
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• 2008.05a
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• pp.263-291
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• 2008

This study is designed to examine how emotional intelligence and cognitive intelligence affect customer satisfaction (social satisfaction, economic satisfaction) and long-term relational orientation of a service provider. The results of the study revealed that both cognitive intelligence of a service provider and economic satisfaction of customers have a positive relationship with longterm relational orientation, while only use and control of emotions except understanding emotions in the self and in others among emotional intelligence of a service provider have a positive, significant effect on social satisfaction of customers. As mentioned above, it can be said that the study is much more significant, at this point where previous studies failed to sufficiently recognize the importance and necessity of studies on emotional intelligence of a service provider. Moreover, the study is expected to provide useful foundations for training and development of employees in the service industry in practice.

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

• Journal of the Korea Society of Computer and Information
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• v.22 no.3
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• pp.53-60
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• 2017

The purpose of this study is to provide empirical and quantitative analysis on user's perceived privacy, security, and user satisfaction when providing visualization information about objects and service provider behaviors that users can not perceive in internet service process. Through previous research, we have examined the importance of privacy and security factors as a key factor to be considered for the characteristics of the Internet of things and the Internet of things. In addition, service blueprint, which is one of the service design methodologies to examine the flow of service usage in providing Internet service of things, was examined. In the flow of things internet service utilization, it is found that the things that are out of the user's cognitive area and the behavior of the service provider take up a large part. Therefore, the hypothesis that the trust of the Internet service security and the satisfaction of the user experience can be improved by providing the security visualization information about the behavior of the object and the invisible service provider in the non-contact aspect of the user and the object. In order to verify the hypothesis, we conducted experiments and questionnaires on the use of virtual objects' internet environment and conducted statistical analysis based on them. As a result, it was analyzed that visual information feedback on non - contact and invisible objects and service provider's behaviors had a positive effect on user's perceived privacy, security, and satisfaction. In addition, we conclude that it can be used as a service design evaluation tool to eliminate psychological anxiety about security and to improve satisfaction in internet service design. We hope that this research will be a great help for the research on application method of service design method in Internet environment of objects.