Assessing service quality and satisfaction is the essential part of service science. In this study, for G2B electronic commerce service composed of information systems and human resources, a composite research model for exploring factors of service quality satisfaction is proposed. The proposed model uses SERVQUAL’s five quality dimensions as independent antecedent factors and usefulness and ease-of-use of the technology acceptance model as mediating factors. A case of a G2B purchase service is empirically studied using the proposed model. The result shows that the proposed composite model is good and appropriate for explaining the characteristics of G2B services.

The main focus of the current article is to introduce and apply an evaluation model to an rNSET program for non-native speaking English teachers. The rationale behind why an rNSET program evaluation should make use of a synthesized approach to look at diverse variables from a balanced perspective is provided. While using the model as a guideline, this article explores the way quality drivers in an intensive teacher education program are interconnected to affect program quality. What/why/how the case study foreign teacher educator does needs to be examined through teacher trainees' perceptions and reactions, who better know context variables in their own classrooms. It turned out that the trainer's teaching quality was affected a lso by the socio-cultural variables within and beyond his classroom area. [n addition, it was revealed that discrepancies between stakeholders' beliefs and practices could lower the program quality as well. The article illustrates the process of how quality drivers and context variables affect each other to determine program quality and warrants more attention from ELT evaluators.

The purpose of this study is to develop measurement items for quality cost in service industries. Quality cost is necessary in order to evaluate quality management activities. It is clear that the quality cost in service industry is different from manufac

Recently, ‘Social Commerce’ has shown such a rapid growth along with the development of social media such as ‘Twitter’ and ‘Facebook.’ Yet, with the quantitative growth, some problems regarding consumer dissatisfaction has constantly occurred. It is essen

본 연구에서는 무용장르별 무용학원의 서비스품질에 대한 수강생의 지각차이를 알아보기 위해 서울시와 경기도에 소재한 사설무용학원의 수강생을 대상으로 385명의 자료를 최종분석에 적용하 여 연구결과를 도출하였다. 연구의 목적을 달성하기 위해 먼저 무용장르를 순수무용(발레, 현대무용, 한국무용)과 생활무용 (요가, 재즈댄스, 벨리댄스, 스포츠댄스 등)으로 구분하여 무용학원의 서비스품질에 대한 수강생들 의 지각을 연구하고자 하였다. 또한 무용학원의 서비스품질, 지각된 성과, 행동의도와의 관련성을 구조적 인과모형으로 제시하여 그 전체모형의 인과관계를 증명하였다. 그 결과는 다음과 같다. 첫째, 무용장르에 따라 무용학원의 서비스품질, 지각된 성과, 행동의도 등에 대한 지각적 차이 를 보이는 것으로 나타났다. 둘째, 구조적 인과모형에서 서비스품질, 지각된 성과, 행동의도 등의 전체모형에서 선행요인과 후행요인들과의 인과적 관련성을 보이는 것으로 나타났다.

This paper reviewed the relationship between job satisfaction and service quality, and the moderating effect of gender in restaurant employee. Based on the responses from 288 employees, the results of multiple regression analysis showed that intrinsic job satisfaction(JS) and extrinsic job satisfaction effect positively on all service quality factors(tangibles, reliability, responsiveness, empathy). The results of moderating analysis showed that intrinsic JS effects positively on all service quality factors irrespective of gender, but the positive effect of extrinsic JS on tangibles and empathy is more positive in female than in male employee.

In the information system service sectors, it is crucial to measure the quality of service. Especially factors determining the quality of service should be identified. For that purpose, in this study, the factors of two research models-SERVQUAL and TAM-ar

Among recent management innovation activities of companies, one of the most important competitive advantage through customer satisfaction, and to which members of the organization's service orientation is essential. The company's service orientation is closely related to the organization's culture. In this study, the organization's service-oriented culture, the internal service quality, job satisfaction and organizational commitment, and ultimately affects the employee's influence on customer orientation will look at that. Results and implications of this study can be summarized as follows. the internal service quality among the factors tangibles, assurance, empathy, job satisfaction showed a significant influence on the type of empathy and emotional commitment castle had a significant impact on. With these results, relationships with colleagues within the organization, such as work environment and job satisfaction and emotional commitment, the atmosphere is very important to know that you can affect. Therefore, the members of the company to increase job satisfaction and organizational commitment, corporate culture, business as well as collaboration with colleagues to share the emotional atmosphere of sympathy for the business environment will get improved.

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.

This paper reviewed the relationship between organizational culture and service quality, and the moderating effect of tenure in service business. Based on the responses from 586 employees, the results of multiple regression analysis showed that rational culture and affiliation culture have positive relationships with all service quality factors. The results of moderating analysis showed that rational culture has more positive relationships with tangibleness, reliability, responsiveness, and empathy in which tenure is longer. Also progressive culture has more positive relationship with empathy in which tenure is longer.

The purpose of the research is to grasp the relationships among service quality at golf course, corp oration image, customer satisfaction, and customers’ revisit intention through a regular service evaluati on satisfying customers’ expectation and needs a

The purpose of this study was to investigate the effects of perceived price and servicescape on employee service quality, food and beverage quality, and customer value in Daegu Korean restaurants and to suggest methods for them to become the food mecca of Korea and the world. The samples for this study were customers of nine Korean restaurants in Daegu. A total of 368 questionnaires were analyzed with factor analysis, a reliability test, and a covariance structural analysis. The results showed that perceived price was positively related to employee service quality and food and beverage quality and that servicescape was positively related to employee service quality and food and beverage quality. However perceived price, servicescape, employee service quality, and food and beverage quality were not related to customer value. The reasons were that these factors did not influence perceived customer value in Daegu Korean restaurants. The Daegu municipal office should require these restaurants to develop distinguished employee service and food and beverage quality and conduct consistent marketing to Koreans and westerners, so that these restaurants can become the food mecca of Korea and the world.

This study purposed to analyze difference in the perception of service quality between physical therapy patients and physical therapists and to provide basic materials for maintaining high service quality that meets patients' expectation in each service area. For this study, we conducted a questionnaire survey with physical therapy patients and physical therapists in Jeju from the 6 to 30 of January, 2010. In the survey, we received 133 questionnaires from patients and 125 from physical therapists, and used them in analysis. The instrument used in this study to measure service quality was prepared by the researcher through adapting and supplementing the SERVQUAL model developed by Parasuraman et al (1991). For our physical therapy environment, and it consisted of a total of 23 questions in five areas, namely, tangibility, reliability, responsiveness, assurance, and empathy. Patients' perception of service quality was high in order of reliability, assurance, empathy, responsiveness, and tangibility. In four areas with exception of reliability, quality perceived by patients was lower than that perceived by physical therapists, and particularly in responsiveness(t=2.82, p=.00) and empathy(t=2.02, p=.04), the difference between patients and physical therapists was statistically significant. In order to reduce the difference in the perception of service quality between patients and physical therapists, it is considered necessary to enhance physical therapists' perception of service quality and to prepare measures for improving service equality so that services would be provided through respectful communication with maintaining the dignity of patients, rather than focusing on disease.

This study, which took place in an Italian restaurant in Seoul, investigated the impact of meal duration on the evaluation of satisfaction and service quality, according to the service stages (order, cook, check) of a restaurant. Research procedures included two phases: during the first phase, data on expected-perceived meal duration, and service quality and satisfaction were collected by surveys, which were distributed at the restaurant. The second phase investigated the relationships among meal duration, customers’ satisfaction, and service quality. T-tests and regression analyses were used to examine relationships between these variables. Results indicate that both failing to meet customers’ expected meal duration, as well as the perceived meal duration could negatively impact the satisfaction and evaluation of service quality. The study confirmed that meal duration is indeed related to the responsiveness aspect of service quality. The important aspect of meal duration management is to improve service quality and satisfaction, which can lead to a restaurant’s success. Therefore, understanding the relationships among meal duration, satisfaction, and service quality is a part of a good foundation for effective meal duration management.

This paper reorganized five service qualities dimensions of ski-resorts, then derived the improvement priority order of the service quality through a satisfaction measure considering the importance. There’re more competitive situations to guarantee custom

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

The purpose of this study was to examine the effects of the service quality of the Marine Training Center on Students' satisfaction and loyalty. For the examination, the areas of service quality were divided into three parts, the program, instructors and

This study was conducted to investigate the effects of 6 Sigma on menu management, work commitment and quality in the culinary division of hotels and family restaurants. In addition, this study sought to identify the effects of menu management, work commitment and quality performance on customer satisfaction. Furthermore the relationship between menu management and culinary quality was evaluated here. The subjects evaluated in this study were employees of culinary division of hotels and family restaurants that implemented or were about to adopt the 6 Sigma program. A total of 385 questionnaires were analyzed using factor analysis, a reliability test, and covariance structural analysis. The results revealed that the 6 Sigma program influenced menu management, work commitment and culinary quality. Moreover, menu management, work commitment and culinary quality performance were found to impact customer satisfaction and culinary quality performance. Based on these findings, culinary divisions of hotels and family restaurants should incorporate the 6 Sigma program as soon as possible. To implement this program, faultless data for the 6 Sigma program should be collected using sufficient preparation procedures. After the data were collected, a task force team should be developed, experts should be cultivated and employees should be trained as necessary. Finally, the current level of product and services should be measured and reported to all employees in the culinary division and a challenge spirit should be brought with understanding for the reason for implementation of the 6 Sigma program. In implementing the 6 Sigma program, the leadership of the top manager and the head of the culinary division is very important.