• 유통과학연구
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• 제21권1호
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• pp.65-72
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• 2023

Purpose: The purpose of this study was to determine the effect of Service Quality on Brand Performance through Satisfaction at an aviation campus in the Special Region of Yogyakarta, Indonesia. Research design, data, and methodology: This research design was hypothesis testing using primary data obtained by distributing questionnaires directly to 200 respondents who were active students at an aviation campus in the Special Region of Yogyakarta, Indonesia. The analytical method used was the Structure Equation Model (SEM). Results: The results of this study show that: (1) there was a significant and positive relationship between Service Quality and Satisfaction, (2) there was a significant and positive relationship between Satisfaction with Brand Performance, and (3) there was a significant and positive relationship between Service Quality and Brand Performance. Conclusion: This study concludes that for the dimension of Academic service quality distribution from the service quality variable, it is suggested to improve detailed recording by academic teaching staff. For the dimensions of Administrative Service Quality distribution from the Service Quality variable, it is recommended to increase the hospitality in the campus environment. For the dimensions of Facility Service Quality distribution from the Service Quality variable, it is recommended to increase satisfaction in terms of facilities on campus. For the Satisfaction variable, it is suggested to improve the performance of the staff and the academic community.

• 유통과학연구
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• 제17권4호
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• pp.33-39
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• 2019

Purpose - This paper examines whether product market competition in distribution and service industries is related to audit quality. This paper investigates, specifically, the relationship in distribution and service industries by using Herfindahl-Hirschman Index and audit quality measured by audit fee and audit hour. Research design, data, and methodology - Using 1,011 firm-year observations of listed companies from 2002 to 2016 in distribution and service industries, this study examines whether product market competition in distribution and service industries is related to audit quality. Results - This study finds that market competition in distribution and service industries is negatively related to audit quality and this negative relation is pronounced for the firms with high outside director groups. Further analysis suggests that the relationship between market competition and audit hours is no longer significant. Conclusions - This study extended the existing scope of the audit quality study by systematically analyzing the impact of industrial-level characteristics (i.e. market competition) in the distribution service industries on audit quality. This study, in other words, suggests the regulatory body consider the industrial-level characteristics of each industry in order to enhance audit quality.

• 유통과학연구
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• 제13권8호
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• pp.91-96
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• 2015

Purpose - This study reviews the delivery of child welfare service quality and examines how the dimensions of the variables of customer satisfaction impact the results from a service distribution perspective. This study differs from existing research since it proposes that a recognized level of child welfare service quality is necessary to achieve customer satisfaction from the perspective of service distribution. Research design, data, and methodology - This study explores child welfare service quality factors that affect customer satisfaction. The study examines and analyzes demographic variables, service quality dimensions, and the causal relationships between child welfare service quality and customer satisfaction. Data from 300 child welfare cases were collected from organizations in Korea in the areas of Busan and Gyeongsangnamdo. The methods of analysis are as follow. First, using descriptive analysis frequency, the percentages were evaluated to assess the demographic variables. Second, Cronbach's α was used to test reliability and to evaluate the internal consistency of the measuring of items. Third, multiple regression analysis was conducted to find out how much the independent variable can affect customer satisfaction. Results - Five factors of child welfare service quality were identified in three categories: process quality (assurance, empathy), results quality (reliability, caring), and physical environment quality (tangibles). There were significant differences among the effects of the child welfare service quality factors on customer satisfaction. A multiple regression analysis was done with process quality (assurance, empathy), results quality (reliability, caring) and physical environment quality (tangibles) to test the hypothesis: assurance (t=2.434, p<0.05), empathy (t=3.677, p<0.001), reliability (t=3.271, p<0.05), caring (t=4.380, p<0.000), and tangibles (t=3.654, p<0.01) had a positive influence on child welfare service quality from a service distribution perspective. Therefore, hypotheses 1, 2, 3, 4, and 5 were supported. In addition, multiple regression analysis on the effects of the variables showed that caring (β=0.273), empathy (β=0.246), tangibles (β=0.265), reliability (β=0.152), and assurance (β=0.131) all had a positive and strong influence on child welfare service quality from a service distribution perspective. Therefore, all child welfare service quality categories (process, results and physical environment quality) were positively statistically significant. Conclusion - In this study, the main findings can be summarized as follows. First, the quality of service of child welfare consists of three dimensions of quality: process quality, results quality, and physical environment quality. The results of the multiple regression analysis also showed that caring and reliability were confirmed as more meaningful variables by the increasing loading factors. Second, the family members involved in child welfare proposed caring as the most important variable among the dimensions of service quality. Third, the results of the hypothesis testing using regression showed that all child welfare service quality factors had a positive impact on customer satisfaction. The results of the study could provide useful information to help increase the effectiveness of delivery strategies for child welfare service quality from a service distribution perspective.

• 유통과학연구
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• 제21권4호
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• pp.21-33
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• 2023

Purpose: To study, analyze, and investigate how to improve the service quality distribution and perceived value of passenger loyalty in low-cost airlines in Thailand. Research Design, data, and methodology: The data was collected from low-cost airline passengers who had used low-cost airlines within Thailand more than twice in the last 12 months. In total, 632 questionnaires were received, representing 97.32%, and in-depth interviews were done using the semi-structured technique. The key informants were either executives or representatives from 4 low-cost airlines operating in Thailand. We utilized structural modeling techniques to examine the data relevant to the investigation. Results: The results show that low-cost airline passengers in Thailand have strong opinions about the perceived value of the passenger loyalty of low-cost airlines within this sector of the Thai air travel industry. The variables were sorted in order of importance and included passenger loyalty, satisfaction, trust, perceived value, and service quality distribution. The relationship between the service quality distribution variables and the significance in relation to passenger loyalty according to low-cost airlines in Thailand showed that service quality distribution had a positive effect on perceived value and that passenger satisfaction has a direct positive effect on passenger loyalty. Conclusions: The 8 QPSTL strategy is successful in terms of service quality distribution and passenger satisfaction, therefore it is an important aspect of low-cost airlines in Thailand.

• 유통과학연구
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• 제22권4호
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• pp.79-89
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• 2024

Purpose: This study aims to enhance airport service quality by examining their impact on brand image, advocacy, and mediating brand trust in the aviation service distribution sector. Research Design, Data, and Methodology: Using existing literature, we propose a structural model exploring the relationships between key components which are service quality, brand trust, brand Image and brand advocacy. An online survey, based on prior literature, was administered to 287 Koreans who have experienced using facilities or services at Incheon International Airport (IIA). Statistical analysis employed confirmatory factor analysis (CFA) and structural equation modelling (SEM). Results: Research findings show significant impacts of airport service quality on brand trust. Increased brand trust positively influences airport brand image and advocacy. Conclusion: The study emphasizes the aviation industry's potential to boost brand trust through improved airport service quality via users' interactions. Service quality is critical factors in building brand trust. The findings emphasize the critical role of service quality in fostering brand trust. It underscores the importance of user's satisfaction with service quality in fostering brand trust which can lead to brand image and brand advocacy. The aviation industry should formulate policies and strategies to enhance brand trust improved service quality, thereby improving brand image and brand advocacy.

• 대한안전경영과학회지
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• 제13권2호
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• pp.157-167
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• 2011

Currently, interest on physical distribution is increasing due to burden of oil cost increases as oil price rises day by day. As interest grows, there are number of studies have been conducting on saving the cost of distribution. On the other hand, number of study on service of distribution is insufficient. Actually, subject of service of physical distribution have been studied by number of survey organizations, research organizations and mass media. Although, configuration for each organization is different from each other and it is hard to measure objective satisfactory factor of customers. This means needs for constructing standardized measuring tool as well as research on measuring service quality of distribution is not active. Therefore, this research is to compare and analyze compatibility of service quality measuring using SERVQUAL and SERVPERF and trying to clarify differences affected by importance service quality by each level to actual service quality. Also, this research is to make basic and standardized measuring model to improve quality of physical distribution especially using analysis of service quality and customer satisfaction of pallet pool service which contributes rationalization of distribution and reduce the cost by standardizing specification and size of pallet, allowing sharing of pallet. To conduct this research, case study of a company A is used where it is in a pallet pool business. Using this example, the goal is to give help on pallet pool business a strategic exercise if the business by point out major factors that affect customer satisfaction by collecting customer assessment along with examination of SERVQUAL and SERVPERF in measuring service quality if pallet pool service.

• 디지털융복합연구
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• 제14권9호
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• pp.241-250
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• 2016

본 연구는 수 출입 물류서비스의 품질에 영향을 미치는 요인에 대해 분석하였다. 기존 선행연구에서는 일반적인 물류서비스를 통한 기업성과를 다뤘다면 본 연구에서는 물류서비스에 대한 품질측면에서 고객만족의 접점을 위해 접근하였다. 수 출입 물류서비스를 전반적으로 담당하는 관리자 이상의 사람들을 대상으로 수 출입 물류서비스에 관한 품질이 고객만족, 충성도에 미치는 영향을 알아보았는데 분석 결과를 보면, 수출입 물류 서비스품질이 고객 만족에 미치는 영향에서 신뢰성, 적시성, 지원체계가 긍정적인 영향을 미치는 것으로 나타났으며, 체계성은 영향이 없는 것으로 나타났다. 또한, 수출입 물류 서비스품질에 대한 고객만족은 충성도도에 긍정적인 영향을 미치는 것으로 나타났다. 결과에 따라서, 수 출입 물류서비스에 대한 품질 구성요인은 고객만족을 통해 최종적으로 충성도에 긍정적인 영향관계가 있음을 검증하였다. 본 연구 결과를 토대로 기업간의 관계에서 수 출입 물류서비스에 대한 각각의 품질을 우선순위에 맞게 유지 및 보완한다면 기존의 관계보다 더욱 향상된 관계를 이어갈 수 있을 것으로 기대된다.

• 유통과학연구
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• 제12권7호
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• pp.53-61
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• 2014

Purpose - This study focuses on "large-scale marts," which is a typical discount-based retail channel (hereinafter, DRC), and provides practical managerial implications by applying the KD-SQS service quality factor based on customers' experiential perspective by developing and applying existing service measures. Research design, data, and methodology - The research subjects include adults who have experienced "large-scale marts." The research involved SPSS 20.0 and AMOS 19.0 packages; path analysis is used to analyze structural relationships. Results - First, physical aspects, human interaction, and additional convenience aspects of service quality have statistically significant influence on service value. Second, physical aspects, human interaction, and policy have statistically influence on store loyalty. Third, service value influences store loyalty. Fourth, service guarantee adjusts the relationship between service quality, service value, and store loyalty in terms of human interaction and policy. Conclusion - Among service quality measures, improving service value through personal service needs to be prioritized, while we need to develop different methods for the service guarantee system to effectively influence service value and store loyalty.

• 유통과학연구
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• 제18권1호
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• pp.59-69
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• 2020

Purpose: This study aims to examine such relationships as the experiential value that customers respond to with regard to maintenance service by empirically revealing how the quality of auto maintenance and repair service affects both customer satisfaction and intention to reuse the same service through the Perceived-experiential Value of customers. Research design, data and methodology: The research model was designed with service qualities such as human quality, material quality, interaction quality, and system quality as independent variables, perceived-experiential value as a parameter, and service satisfaction and return visit intention as dependent variables. Through a questionnaire composed of 24 items, a total of 319 survey data from customers with the experience of using car maintenance service centers in Korea were collected and analyzed using a structural equation. Results: The material quality did not affect the customers' perceived-experiential value, whereas the interaction quality had the greatest influence. It is confirmed that human quality, interaction quality, and system quality can generate customer satisfaction and repurchase intention through the perceived-experiential value. Conclusions: The experiential value of customers can play an important medium role in improving satisfaction, with customers considering interaction quality important. Therefore, the auto maintenance and repair service should consider relationship-focused service strategies.

• 유통과학연구
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• 제14권8호
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• pp.45-50
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• 2016

Purpose - This study aimed to develop a new practical and universally applicable service quality model by improving the service quality measurement model proposed by many previous studies. Research design, data, and methodology - An in-depth analysis on what influences such service quality model had on the improvement effect of service quality, and Service Evaluation Model("SEM"), which was revised from the existing service quality measurement model, was developed. The model is divided into the two integrative categories: First, activity, that is the group of service-related activities. Next is item, the group of service-related objects. The level of service is evaluated for each category via survey questionnaire on service level evaluation. Based on the model, SEM has visibility by structuring the whole service industry. Results - For the application of the new service quality model, this study attempted to examine the appropriateness of the newly proposed service quality model by applying it to retail service field. Conclusions - As a result, the proposed service model would be a useful and applicable service quality measurement model required by many organizations. Service company can set up self check service levels. Through these results, they can look for the ways to provide better services to customers. Service users can ensure the objectivity of business plan based upon SEM.