The development of mobile communication technology is transforming the market of mobile communication devices, which is used to be merely for simple communication, into the one which offers features of personal digital assistant (PDA), fax communica- tion and Internet access. Unlike a mobile phone which comes out as a complete package and whose functions cannot be changed, a smart phone can be upgraded by its user, adding or removing apps as he pleases. OS’s of smart phones are iOS-based Apple, Google Android, Window Mobile, and others. Due to its convenience and powerful features, many people use smart phones its high price. On the other hand, consumer complaints are rising on poor A/S for occasional malfunction. This study analyzes how A/S cases can be classified into groups according to quality factors. We evaluate factors such as consumer impression and consumer satisfaction. By dual quality evaluation using KANO method, we would like to show the different A/S strategy for smart phones, compared with mobile phones.

Smart phones have drastically changed the life of today’s competitive world. Smart phone application (App) developers are trying their best to meet 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 and process capability index. The service quality performance model is used to identify service items that require improvement. Process capability index is used to prioritize these items for improvement. We collected data on satisfaction level of customers who have used application service. By the proposed method, we found five significant service items from three categories - execution, security and resilience and prioritized those items for improvement.

Competition to attract customers to the increase of the golf club, but the less people enjoying golf for a variety of issues, including the economic downturn, so golf is going deepened. Therefore, the local golf club is faced with the difficulty of management. In the case of the golf club human resource is the most important factor, because it has a high labor intensive nature of the industry as a type of facilities and services on the basis of intangible human resources. In this paper, to confirm the internal marketing activities and internal service quality, basic premise is that for an external customer satisfaction, internal customer satisfaction should be preceded, and try to analyze these execution factors on job satisfaction and customer orientation, either directly or indirectly affected. The empirical results, the management support in the internal marketing activities were the factors affecting the intrinsic job satisfaction, and the internal service quality were factors affecting employees of the intrinsic job satisfaction and extrinsic job satisfaction.

It can be said that nowadays, customers don't recognize that only good quality products as selection attribute regarding products quality can satisfy them. The case in service industries is also the same. Service quality is most affected by the criteria that customers themselves evaluate. Customers who are not satisfied with services provided institutions will disregard them. In consequence, this will affect their profitability. Collected questionnaires were analyzed using SPSS v.15 for the concrete proof analysis and the results are as follows. First, Service quality works as an important factors on customer's behavior. Second, Relationship quality serves as a mediated role between service quality and customer's behavior.

해상 및 해안에서 공경비를 보조하고 민간경비수요에 부응하는 고품질 경비서비스를 제공할 수 있는 민간경비제도 도입을 위한 기초연구로 육상 민간경비업의 현황과 경비지도사 제도를 분석하였다. 또한 해양민간경비 대상영역 탐색과 해양경비 현황분석을 통하여 해양영역에 민간경비서비스 제도의 도입 필요성 및 해양경비의 특수성과 전문성을 도출하였다. 이를 바탕으로 해양경비 현장에서 중추적인 역할과 업무를 담당할 해양경비사 제도를 제안하고 효과적인 해양경비업무 수행에 필요한 해양경비사 자격 조건과 선발시험 과목을 구성하였으며, 경비현장의 실무능력 향상을 위한 교육 프로그램을 설계하였다. 해양경비법에 해양경비업 조항 신설을 제안하여 해양경찰이 해양민간경비를 감독하고 관리함으로써 공경비와 사경비의 시너지 효과 창출은 물론 해양경비산업의 건전한 발전과 국제경쟁력을 갖출 수 있는 기반을 마련하였다.

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 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

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.

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 study investigated the hotel buffet restaurant`s service quality, emotional reaction of customer, recommendation intention, and defection intention. The survey was conducted from January 3 to February 7 in 2011, and 400 respondents were used in the data analysis. As a results of this study, the hotel buffet restaurant`s service quality was classified by the interaction, outcome, and physical environment quality. The emotional reaction of hotel buffet restaurant`s customer was classified by the positive and negative emotion. The all factors of hotel buffet restaurant`s service quality had a positive impact on positive emotion, while it had a negative impact on negative emotion. The positive emotion reaction of hotel buffet restaurant`s customer had a positive impact on the recommendation intention, while the negative emotion had a negative impact on the recommendation intention. And the negative emotion had a positive impact on the defection intention in hotel buffet restaurants. In addition, there were partially differences in the service quality and emotional reaction by general characteristics. There were significant differences in the recommendation intention by marriage status and monthly income. Therefore, the hotel buffet restaurants have to design a strategy of service for increasing customer`s positive emotion and recommendation intention.

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.

세계는 무선통신 기술의 발달로 휴대용 모바일 폰의 형태도 단순 무선통신을 하는 휴대폰에서 휴대폰과 개인휴대단말기(personal digital assistant; PDA)의 장점을 결합한 것으로 일정관리, 팩스 송수신 및 인터넷 접속 등의 데이터 통신기능을 통합시킨 스마트폰이 출시되었다. 이 스마트폰은 완제품으로 출시되어 주어진 기능만 사용하던 기존의 휴대폰과는 달리 수백여 종의 다양한 애플리케어션(응용프로그램)을 사용자가 원하는 대로 설치하고 추가 또는 삭제할 수 있는 특징을 가지고 있다. 이에 모바일 폰의 사장도 노키아와 삼성 중심의 휴대폰 시대에서 애플의 독주와 삼성전자 등이 뒤를 쫒고 있는 스마트폰 시대로 전환하였다. 스마트폰의 편리성, 기능성 등을 이유로 많은 고객들이 고가임에도 불구하고 스마트폰을 구입하고 사용하기 시작하였다. 하지만 몇몇 사용 중 기능고장 등으로 인한 애프터서비스의 부실로 고객의 불만이 상승하고 있다. 이에 본 연구에서는 기존 핸드폰과 스마트폰의 애프터서비스 품질 구성요인을 분석하고, 고객감동 요인, 고객만족 요인, 고객불만해소 요인의 존재 및 차이 여부를 평가하고, 나아가 이 품질 구성요인이 고객만족과 기업성과에 미치는 영향도를 분석하고 평가함으로써 기존 핸드폰 시장에서 애프터서비스 전략과 스마트폰 시장에서 애프터서비스 전략이 어떻게 차별화 되여야 하는지에 대한 방향을 제시하고자 한다.

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.