Both employee satisfaction and loyalty play an important role in increasing the business performances of organizations in the service industry. However, the influence of TQM practices on employee satisfaction and employee loyalty has not been examined in the ICT service supply chain. This study aimed to investigate the impact of five total quality management (TQM) practices on employee satisfaction and employee loyalty in Korean ICT customer service and retail distribution organizations. Based on an empirical study of 578 respondents in a Korean ICT service company, the study examined the hypothesized relationships among TQM practices, employee satisfaction, and employee loyalty. Using structural equations modeling, it is found that TQM practices are significantly related to employee satisfaction, whereas the latter in turn influences employee loyalty. The results of analysis suggest that the ICT customer service and retail distribution organizations should concentrate on enhancing employee satisfaction of their TQM practices and creating a people-satisfied job environment.

This study was targeted on the Korean, Chinese, and Japanese parents of preschoolers to investigate the importance and satisfaction of foodservice quality and the importance and performance of foodservice management of the preschool foodservice establishments. The present study conducted a survey on 390 randomly chosen parents of preschoolers (130 Korean, 130 Chinese, and 130 Japanese). Respondents' importance-satisfaction of foodservice quality characteristics and their importance-performance of foodservice management were measured. In order to test for differences between the groups, paired t-test, one way ANOVA, and IPA (Importance-Performance Analysis) were performed. The results were as follows. The importance of foodservice quality was significantly higher than the satisfaction on all items, according to the parents of Korea, China, and Japan. The importance of foodservice quality was higher in Korean parents than in Chinese and Japanese parents. According to ISA results with foodservice quality characteristics, the characteristics with relatively low satisfaction but high importance (II quadrant) was 'Diversity of menu' in both Korean and Chinese parents, and 'Sanitation of tables and chairs' in both Korean and Japanese parents. The importance of foodservice management was significantly higher than performance on all items in Korean, Chinese and Japanese parents. The performance of foodservice management was higher in Chinese than in Japanese and Korean parents. According to IPA results with foodservice management, the management with relatively low performance but high importance (II quadrant) was 'Preparation' in Korean parents, and 'Facility and equipment' in Japanese parents. Therefore, the items with relatively low satisfaction (performance) and high importance should be well-managed.

The mobile SNS is a promising e-service platform of the future. However, measuring its service quality is a challenge. An appropriate model for measuring service quality is required. This paper proposes e-service quality models for analyzing mobile SNS platform quality, based on previous service quality researches. An empirical study is performed on the proposed models. The results show that constructs of existing e-service models such as responsiveness and assurance do not fit the mobile SNS platform, and that loyalty and value are better measures for mobile service quality.

지방자치단체가 서비스의 질을 높이기 위해 매일 노력하고 있지만, 서로 협력 한다면 훨씬 더 향상 시킬 수 있다. 정부는 지자체 개혁을 전면적으로 평가하기로 하여 경제 및 내무부(Ministries of Economics & Interior), 세무부, 재정부 및 지자체와 지역 협회의 각 대표들로 구성된 위원회를 조직하였다. 위원회는 지자체 개혁이 전체적으로 현재 직면하는 난관들을 더 잘 해결할 수 있는 공적 부분을 더 활발히 양성시켰다고 평가하였다. 소위 전문적 지속가능성은 일반적으로 볼 때 더 강화되었고 어떤 분야에서는 사고를 전환하고 서비스의 질을 향상시키는데 기여하였다고 하였다. 또한 지자체와 지역들의 정치적 관리가 이와 같은 개혁을 통하여 더 강화되었다고 평가되었다. 이러한 평가에 근거하여 어떻게 하면 더 나은 서비스의 질과 협력을 얻을 수 있는지에 대해서 구체화 하였다.

This study was conducted on children from 10 community children centers located in northern Seoul. The quality factors of the food services of the community children centers were divided into five factors, including sanitation, food, environment, subsidiary service and staff. Analysis of the differences in the importance of factors and satisfaction with the food service quality indicated satisfaction to be higher than importance for in all the factors except 'environment'. In particular, of the food service qualities, significant differences were found between importance and satisfaction in relation to the attributes of 'food' and 'environment'. As a result of IPA of the food service qualities in community children centers, 'sanitation' was found to be in the maintenance area, 'environment' to be in the area of concentration, and the quality attributes of 'staff' and 'subsidiary service' were found to be in the low priority area. In contrast, the 'food' quality corresponded to the area of oversupply.

This study was to examine the service and the product evaluation factors of Korean internet fashion shopping malls and to suggest marketing implications for Korean internet fashion shopping malls wanting to expand into the Chinese market. This study conducted a questionnaire survey for college female students in Qingdao, China, who have shopped at Korean internet shopping malls, and 310 surveys were used in the final analysis, frequency analysis, factorial analysis, and regression analysis. The results of the study were as follows. First, Most of the respondents answered that they found the Korean internet fashion shopping malls through the internet, and the most purchased item was outer clothing. Second, the system stability and web site structure excellence factors had a positive influence on the service satisfaction for the shopping mall 'S', while the system satisfaction, service efficiency, interactivity and web site structure excellence factors had positive influences on service satisfaction for the shopping mall 'P', and the system satisfaction, service efficiency, interactivity factors had positive influences on service satisfaction for the shopping mall 'N'. Third, examining the correlation between product satisfaction for the shopping mall 'S', 'P', and 'N' with fashion product evaluation factors showed that, design factors and quality excellence factors of the three shopping malls had positive influences on product satisfaction. The results of this research provide useful information in forming an efficient operating system and improving marketing strategies for internet fashion shopping malls planning to enter or having already entered the Chinese market.

The purpose of this paper is to examine the effects of customer perception about service physical evidence and process quality by liquor wholesaler on customer satisfaction and maintaining business relationship. Also this paper tries to find out the moderating effect of relational duration on those service qualities and deal satisfaction. Based on the responses from 53 stores, the result of multiple regression analysis appears as follow that (1) the perception of intangible service quality is positively related to deal satisfaction, (2) deal satisfaction is positively related to maintaining business, and (3) the interaction of relational duration and each perception of service qualities is significant.

This paper reviewed the relationship between job stress and service quality, and the moderating effect of organizational justice in food service restaurant. Based on the responses from 209 employees, the results of multiple regression analysis appeared as follow; 1) job stress(insufficient job control, lack of reward, occupational climate, job insecurity, interpersonal conflict) partly effect negatively on all service quality factors(tangibility. reliability, responsiveness, empathy). 2) distributive justice and procedural justice partly effect positively on the relationship between job stress and service quality.

To establish a new creative economy, the worldwide efforts have been made to wriggle out the old economic paradigm after the financial crisis of 2008. When it comes to the limitation of the viability. the start up companies have a high risk of failure. Therefore business incubator (BI) should carry out the role to improve their viability. As for the maximization of the effect on the business incubating services as move in companies, it is important for BI to increase the level of business incubating services by the systemic and scientific measurement. This study showed that the quality of the BI center services was measured by Kano analysis and the previous research as follows. First, BI quality attribute by Timko’s customer satisfaction came out into the attractive qualities on the 14 items that amount to the 70% of 20 business incubating services items. It is desirable to perform the strategy for the satisfaction. Secondly, basic business incubating services were interpreted as the one-dimensional quality like incubating spaces, parking facilities, security facilities, industry technology development funds, and incubating managers. Finally, training and educational service was recognized as indifferent quality. Futhermore, the improvement and the limitation of this study as well as the interpretation of analysis results are also provided.

The purpose of this study was to use the Kano model to compare and analyze the educational service quality attributes of domestic and foreign culinary arts schools. For this purpose, a questionnaire-based survey was completed by 312 students who were studying in domestic and foreign culinary schools. The results of the study indicated that 23 of the total 25 attributes were significantly different between domestic and foreign culinary arts school.; the “minium 4 hour-kitchen class" and “mandatory internship program” were classified into “indifferent quality” for domestic schools and a “must-be quality” for foreign schools; “well-organized internship guidebook”, “kitchen class limited to 20 students”, “introducing the latest food or restaurant trends”, “library with the latest publications related to major”, “objective instructor's evaluation”, “detailed instructor's evaluation”, “instructor's field experience”, and “decent communication skills on the part of the instructor” attributes were classified into “attractive quality” for domestic schools and “must-be quality” for foreign schools; and “kitchen classes operated by block system”, and “foreign instructors for each ethnic cuisine” attributes were classified into “indifferent” and “attractive quality” for both domestic and foreign schools, respectively. Also, according to the Better and Worse quotient designed by Timko, there were more attributes for domestic school than for foreign school that scored over 0.5 in the Better category and fewer attributes for domestic than the foreign scored over 0.5 in the Worse category. The results also indicate that, students in foreign schools receive an educational service of better quality than students in a domestic school. As a result, this research suggests significant implications to develop culinary educational services.

목적: 프랜차이즈와 비 프랜차이즈에서 소비자가 느끼는 서비스 품질 인지도 및 만족도를 비교하고, 안경원 서비스 품질이 고객 만족에 미치는 영향에 대해 알아보고자 한다.

The purpose of this study includes: the relationships between job characteristics and service quality and the mediating effect of the psychological ownership on the relationship between job characteristics and service quality. In order to verify the relationships and mediating effect, data were collected from 255 nurses in a university hospital at Ulsan city to test theoretical model and its hypotheses. All data collected from the survey were analyzed using with SPSS 18.0. and AMOS 18.0. This study reports findings as follows: first, the relationship between the job characteristics and the psychological ownership is positively related. Second, there was also a positive correlation between the psychological ownership and service quality. Third, the relationship between the job characteristics and the service quality is positively related. Finally, the psychological ownership played as a partial mediator on the relationship between job characteristics and service quality. Based on these findings, the implications and the limitations of the study were presented including some directions for future studies.

For service innovation, it is crucial to measure the quality of service and identify the factors which affect it. In this study, for that purpose, a composite research model based on SERVQUAL and the technology acceptance model is proposed. The model is applied to three different service areas-Internet shopping, Internet banking, and cloud service. Analysis has been performed using the SEM methodology. The analysis shows that reliability, responsiveness and assurance affects the service quality in different ways for each, the result of which enables us to identify quality-determining factors in various service areas.

Smart phones have brought rapid changes in this competitive world. Smart phone application developers are trying their best to consider the customer requirements in the most efficient way while considering all its attributes. However smart phone service quality has been given less consideration comparatively during the last few years. This paper proposes a measurement method for improving service quality of smart phone application. This method combines the service quality performance model (SQPM) and process capability index (PCI). The service quality performance model is used to identify service items that require improvement. Process capability index is used as a measure for prioritization of those improvements. Case study was carried out to search out important communication application service attributes. customer satisfaction level data was collected for users who used the application service. A total of twenty four service attributes were found during this survey. Using the joint approach of SQPM and PCI, five significant service attributes were prioritized for service quality improvement.

Recently, the number of smartphone users has skyrocketed because of a plenty of useful services that smartphone applications provide. In the Information Systems (IS) literature, however, there has been little understanding about the effects of the service quality of smatphone applications on user satisfaction and loyalty. Thereby, this study examined 1) the effects of the service quality of smartphone applications on users beliefs, perceived usefulness and easiness and 2) the effects of the user beliefs as mediating variables on users' attitude, satisfaction, and loyalty. A survey was conducted and SEM was employed to analyze the data. The results showed that the service quality of smartphone applications affect users' attitude, satisfaction, and loyalty through the mediating variables.