This paper reviewed the relationship among internal marketing, service quality and customer satisfaction, and the mediating effect of service quality. Based on the responses from 163 hotel employees and 489 customers who encountered them, the results of hierarchical regressional analysis showed that all internal marketing factors have positive relationships with service quality, and service quality has positive relationship with customer satisfaction. Also, service quality has mediating effect between four internal marketing factors(education, compensation, delegation of authority, and internal communication) and customer satisfaction.

This paper reviewed the relationship between service quality and customer satisfaction, and the moderating effect of gender. Based on the responses from 807 customers who encountered employees in telecommunication industry, the results of multiple regressional analysis showed that all service quality factors have positive relationships with customer satisfaction. The results of moderating analysis showed that empathy and tangibility have positive interactive-effects on customer satisfaction with gender. With increasing of empathy and tangibility, female customers have been more satisfied than male customers.

The Location Based Services (LBS) comprise spatial information and mobile technology allow users to receive various services based on Global Positioning Systems (GPS). Although, spatial information based services are very useful, it has lots of possibility to damage privacy protection. But the contents of the legislation by government have problems conflicted between protection of a person's location information and invigoration LBS. Therefore, in this study suggest a causal model to deal with user satisfaction and factors affecting spatial information based services to customer perspective. The proposed research model is tested empirically with one hundred and forty one usable questionnaires and partial least square (PLS) method. Experimental results showed that the usefulness, playfulness, and service quality play a prominent role in influencing the spatial information services satisfaction compared to other factors. But, easy of use and perceived risk are not significant.

This paper reviewed the relationship between service quality and customer satisfaction, and the moderating effect of gender. Based on the responses from 807 customers who encountered employees in telecommunication industry, the results of multiple regressional analysis showed that all service quality factors have positive relationships with customer satisfaction. The results of moderating analysis showed that only empathy and tangibility have positive interactive-effects on customer satisfaction with gender. With increasing of empathy and tangibility, female customers have been more satisfied than male customers.

The purpose of this study was to identify the differences of cognitive responses, emotional responses, customer satisfaction, and service loyalty about service encounter quality by types of restaurants and to analyse emotional responses, customer satisfaction, and service loyalty in accordance with level of service encounter quality. The questionnaire were collected from customers (N=812) who had used restaurants in Seoul, aiming at 15 or more-year-old customers from October 24, 2005 to November 6, 2005. The main results of this study were as follows: Statistically significant difference was showed in importance and performance of interaction quality, importance and performance of physical environment quality, performance of outcome quality depending on types of restaurants, while significant difference was not indicated in importance of outcome quality by types of restaurants. Positive emotional response was significantly high by types of restaurants in order of fine-dining restaurants, family restaurants, and fast-food restaurants, while negative emotional responses were significantly higher in fast-food restaurants than in the other two types. As far as Customer satisfaction are concerned, fine-dining restaurants showed higher customer satisfaction than the other two types. Attitudinal service loyalty was high in fine-dining restaurants, family restaurants and fast-food restaurants in order and behavioral loyalty was not significantly different with each type of restaurant. In accordance with level of service encounter quality, cluster analysis was conducted and the clusters were divided into 'high-valuation' and 'low-valuation'. 'High-valuation cluster' and 'low-valuation cluster' showed significant difference depending on types of restaurants that customers used(p<.001). The customers who used fine-dining restaurants and family restaurants valued the performance of service encounter highly. However, in fast-food restaurants, a lot of low-valuation customers existed. Therefore, fast-food restaurants have to improve performance of interaction quality, outcome quality and physical environment quality in service encounter. In addition, in 'high-valuation cluster' who valued service encounter quality highly showed higher scores in positive responses, customer satisfaction, service loyalty than in 'low-valuation cluster', and showed low negative responses.

As Lately movie industry and related market becomes larger and people have had more spare time, people's interest in multiplex grows higher. This paper studies relationships between physical service environment and customer's satisfaction in multiplex. Th

Nowadays, Internet-based businesses is activated in various organizations. In most of distribution and manufacturing companies, the main current of internet businesses is on-line sales (B2C: Business-to-Customer) centering around internet shopping. Most of theses businesses applied contents-centered and customer-oriented methodology for implementing internet business system(IBS). Also, recently, Introduction of Internet-based VAN(Value Added Network) systems and e-Procurement systems of purchase fields between parent companies and suppliers are proliferated for an efficiency of business and a reduction of transaction cost. These systems used methods of re-constructing the existing legacy systems into Internet-based systems. This paper proposes a customer-oriented and process-based methodology that simultaneously considers customer requirements and business processes of operational systems in order to implement an Internet business system. To demonstrate the usefulness of the proposed methodology, we applied and implemented an Internet business system for sales of A/S (After Service) spare parts and services on the object of the "H" company of manufacturing ship engines, which is a make-to-order corporation. As a result, This paper showed an effective applicability of Internet-based e-business on A/S business processes in order to improve a service quality for customer satisfaction in manufacturing companies.

공급망상에서 ATP는 단순히 고객에게 납기를 확약해 주는 고객 서비스 기능이 아니다. 이것은 공급 망상에서 ATP Rule을 기반으로 하여 수요와 공급 일치에 도달하기 위한 핵심 기능이다 따라서 SCM Solution을 이용하여 공급 체인 전반에 걸쳐 제품 가용성에 대한 즉시 및 동시 엑세스를 관리하여 기업의 납기 일의 정확도에 대한 최고의 확신을 가져올 수 있으며, SCM Solution을 통해 주문이나 예측 수주로 인하여 새로운 수요가 제품 가용성에 미칠 영향을 결정할 수 있다. 본 논문에서는 공급체인 전체의 통합관리 솔루션을 통하여 SCM에 대한 필요성을 정리하고 ATP관련 데이터를 분석을 수행한다. 이 것을 바탕으로 고객관계 관리( Customer Relationship Management)와 연계하여 세부데이터의 흐름 및 고객 가치를 향상 할 수 있는 ATP Rule을 정의한 후, 본 논문에서는 공급망상에 ATP Rule을 적용하여 ATP관련 데이터를 유연성 있게 취합할 수 있는 방안과 분류체계를 제시한 다단계 ATP모형을 제시 한다.

The purposes of this study were to : (a) analyze university students' perception and patronage behaviors to the service quality dimensions, and (b) assist university residence hall foodservices in formulating improved managerial strategies. Questionnaires were hand delivered and mailed to 1,210 university students residing in the residence hall and 13 foodservice managers. A total of 1,011 was usable; resulting in 83.6% response rate. The survey was conducted between October, 1998 and May, 1999. Statistical data analysis was completed using the SAS/Win 6.12 for Descriptive Analysis, 2-test, T-test, ANOVA, and Stepwise Multiple Regression. Forty-seven percent of the respondents indicated that 'taste' was their first priority when choosing a menu. The reasons behind choosing residence hall foodservice were 'location', 'board plan', 'price', 'taste', 'opening hours', and 'menu variety'. The main reasons of dissatisfaction with the residence hall foodservice were 'board plan', 'taste', 'menu variety'. The overall satisfaction score was 2.99 out of 5. The satisfaction score of 「convenience」, 「food quality」 and 「menu variety」were 3.25, 2.94 and 2.76, respectively. Generally, male students were more satisfied than females. Graduate students and students living in residence halls over six semesters were the most dissatisfied with the residence hall foodservice. Residence hall students were dissatisfied with the variables 「menu variety」 and 「facilities」in 'self-operated' operations, whereas 「food quality」, 「menu variety」 and 「price」 in 'contracted' operations. Foodservice operations with 'less than 1,000 meals serving per day' was the highest satisfaction score(3.36) among other serving sizes. Meal price with 'less than 1,300 won' was most satisfied with students. When overall customer satisfaction and service quality dimensions were analyzed by Stepwise Multiple Regression 「food quality」(p〈.001), 「price」(p〈.001), 「facilities」(p〈.001), 「convenience」(p〈.001), 「menu variety」(p〈.001), 「manager's attitude」(p〈.0l), and 「atmosphere」(p〈.01), in decreasing order, significantly impacted on 「overall customer satisfaction」.

An attempt was made to provide valuable information to improve service quality and customer satisfaction for in-flight catering service. The customers' demographic characteristics that impact on service quality and customer satisfaction were examined for a group of customer. 474 customers who have been used the airplane within 1 year were participated in this study. Statistical analysis was performed using SAS software program (version 6.01) for descriptive analysis, factor analysis, t-test and ANOVA. The results of the study can be summarized as follows: 1. Service Quality in In-flight catering was assessed on the basis of 18 service quality attributes and 5 dimensions derived from a factor analysis. After comparing customers' perception to customers' expectation regarding in-flight service quality, the quality of dimensions for 'meals', and 'sanitation' were not showed any significant differences. However, the expectation for dimensions of 'diversity of menu', 'providing information', and 'the degree of concern to the customers' were rated significantly higher than the perception for those. 2. Among the demographic variables, age and gender had highly influences on the customers' expectation and perception regarding service quality and customer satisfaction. 3. The korean food that the customers wanted to have for in-flight meals was investigated. Among the kinds of gruel(jook), abalone gruel(jeonbok-jook), pumpkin gruel(hobak-jook), and pine-nut gruel(jat-jook) were chosen to have for in-flight korean meals. It was rated that the preferences for beef soup(sogogikook), hot spicy beef soup(youkgaejang), brown sea-weed soup(miyoukkook) were higher than others in soup group. The preferences for boiled rice with assorted mixture(bibimbab) showed the highest and beef and rice soup(seoleongtang), boiled rice with four the staple cereals(ogogbab) were preferred higher than the others in main dish group. Bulgogi was rated the most popular dish. Korean style punch with omiza(whachae), sweet rice dish(yaksik) and fried glutinous rice cake(gangjeong)showed high preferences in dissert.

목적 – 본 연구의 목 적은 온 라인 서비스에서 고객 경험과 고객 밀착성 간의 관계에 대한 고객 신뢰와 개입의 매개 역할을 평가하는 것이다. 방법 – 본 연구의 목적을 달성하기 위해 온라인 쇼핑, 온라인 여행, 온라인 배달, 온라인 뱅킹, 온라인 항공권 예약, 온라인 호텔 예약 등 온라인 서비스를 이용하는 273 명의 사용자를 대상으로 설문 조사를 실시했다. 결과 – 온라인 환경에서 고객 신뢰와 개입이 고객 경험과 밀착성 간의 관계에서 매개 역할을 한다. 직접적인 영향과 관련해 고객 경험은 고객 신뢰에 긍정적인 영향을 미친다. 고객 경험과 신뢰는 고객 개입에 긍정적인 영향을 미친다. 고객 개입은 고객 밀착성에 긍정적인 영향을 미친다. 시사점 – 본 연구는 고객 경험, 신뢰, 개입 및 밀착성을 하나의 연구 모형에 통합하여 연구를 했다. 온라인 서비스 분야 고객 경험과 밀착성 간의 관계에서 고객 신뢰와 개입의 매개 역할을 강조했다. 경영자는 온라인 고객 경험 전략을 수립하여 고객의 신뢰와 개입을 강화해야 한다. 이로 인해 온라인 고객 밀착성이 크게 늘어날 것으로 예상된다.

Batik industry is a business activity oriented towards customer loyalty and is demanded to show an increasing diversity of products with various motives designed to prevent customers from moving to other companies. Therefore, the purpose of this study is to develop a theoretical approach in solving problems in the relationship between service quality and product diversity on satisfaction and word of mouth (WoM) and its impact on customer loyalty. Furthermore, this study also examined the mediating effects of satisfaction and WoM in the relationship between service quality and product diversity on customer loyalty. This research’s object took the customers of Batik Semarangan Craftwork, Indonesia, with the phenomenon of always developing creative and innovative Batik motif designs that can be accepted by the market without leaving Semarang’s uniqueness. The total sample was 98 customers. The results of the study showed that service quality and product diversity positively affected satisfaction and WoM and had a positive effect on customer loyalty. Besides, satisfaction and WoM had a mediating effect on the effect of service quality and product diversity on loyalty. Thus, it is essential for management to create and increase customer loyalty by paying attention to service quality, product diversity, satisfaction, and WoM.