This paper is to introduce guidelines for integrated systems auditing. International standards such as ISO 19011, ISO 9001 and ISO 14001 are considered. This study is to discuss guidelines for quality and environmental management systems auditing and requirement with guidance for use.

In recent years, advancement of science technology and ubiquitous use of networking have led to a great increase of the need for high speed wireless internet. This has encouraged the existing Wireless Local Area Network(WLAN) system to build a new territory in the information and communication market. It provides with reasonable price and convenience, however, its connectivity, transmission speed and mobility do not meed consumers' expectations. In this paper, the standards for grading quality according to the purposes of the WLAN service, applying the concept of composition cause of the service quality that has already been agreed upon, will be reconstructed. Also, this study will try to measure the achievements of the actual WLAN service quality by utilizing the realized measurement standards.

Today, it can not be denied that customer's satisfaction is one of the most important key factors for business success. This paper studies relationships between customer's satisfaction and intention in multiplex, where customer satisfaction means several

본 연구에서는 생활용품이면서 의복과 함께 생활필수품인 신발을 대상으로 감성만족도 요소의 추출과 분류체계를 개발하였다. 제화류의 감성만족도 요소는 감각성(sense), 적합성(fitness), 묘사성(description), 평가성(evaluation), 선호성(attitude)의 5개 그룹으로 구성되었으며, 각 그룹에는 형태감, 볼륨감 등 29개 요소가 포함되었다. 이들 중에서 일반 제화의 평가에 적합한 요소들로 형태감, 볼륨감, 균형감, 색감, 인체적합성, 안락성, 안정성, 여유성, 개념적 이미지, 품위감, 고급감, 조화감, 견고성, 주목성, 간편성, 신뢰성, 선호도, 수용도, 만족성, 매력성 등 20개의 요소들을 선택하여 이들에 대한 평가양식을 개발하였다. 본 연구에서 제시한 감성만족도 요소는 제화류의 고객만족도 평가 모델링에서 종속변수로 활용될 수 있다.

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

The purpose of this study is to investigate whether a group of predictor variables which constitute four determinants of dining satisfaction do exert a significant influence on messures of dining satisfaction in family restaurant. Canonical correlation analysis is used to achieve the purpose of this study. This technique enables the researcher to test for the effects of a set of predictor variables upon a multidimensional measure of dining satisfaction in family restaurant. Results suggest that multiple determinants are important in determining dining satisfaction in family restaurant. No one determinant can fully explain its complexities. The four determinants also appear to vary in terms of importance. Individual variables within four determinants also appear to vary in terms of importance. Finally, the results of the study provide some insight into the types of marketing strategies that can be successfully used by operators who manage family restaurants.

본 연구는 안정을 구매한 사합들 중 2 회 이상 구매 경험이 있는 187명올 대상으로 설문조사 하였으며 구매 안경원의 만족정도 재구매의도， 이용형태 등을 분석하여 안 경원의 경영자의 고객만족경영에 도움이 되는데 연구의 목적이 았다. 연구의 결과는 다음과 같다. 1. 대부분의 구매 고객은 안경원의 서비스에 대하여 만쪽하였으나 다수의 고객은 검안의 정확성에는 만족하지 않았다. 2 구매고객의 대다수가 재구매의도률 밝히고 있으나 구전에 의한 홍보효과는 많지 않은 것으로 나타났다. 3. 조사대상고객 중 67명이 이용 안경원올 변경한 경험이 있으며 이을이 말하는 변 경이유는 불친절한 안경사 9명 03.0%) ， 불친절한 서비스 13 명 08.8%) ， 불편한 안경 23 명 (33.3%) ， 불편한 접근성 19명 (27.5%) ， 기타 (7.2%) 로 나타났다. 또한 그들이 디-사 톨아옹 이유로는 변안한 분위기 6 명 (8.8%) ， 편리한 접끈성 21 명 (30.9%) ， 편안한 안경 15 명 (22.1%)， 친절한 안경사 19명 (27.9%) ， 쾌적한 시설꽁간 2 명 (2.9%) ， 우수한 검안시 설 2 명 (2.9%), 기 타 3 명 (4.4%)으로 나타났다. 본 연구의 결과 안경원의 구매고객의 인구통계학적 분석이 안경왼의 경영전략에 도웅이 될 수 있올 것으로 보이며 구매고객의 검안에 대한 신뢰성 부족올 안경원 경 영자가 극복하기 위해서는 종사 안경사의 지속적이고 다양한 검안 교육올 통하여 안 경사의 검안능력을 향상시켜야 할 것이다. 또한 안경사의 검안 능력올 고객들에게 인 식시키기 위한 홍보 프로그램의 개발이 필요하다. 재구매의도를 밝힌 고객들일지라도 주위의 사람들에게 적극적인 구전에 의한 광고 를 하지 않는다는 점을 인식하여 만족 고객이 고객 유인으호 이어지도록 하눈 촉진 프로그랩을 개발할 필요성이 였다. 더불어 변경고객의 변경이유 중 불편한 접끈성과 불편한 안경에 주목하여 안경사의 휘탱 교육 및 사후 AlS 프로그랭의 개발도 필요 하다. 또한 안경사에 대한 친절교육으로 고객을 만족시키려는 노력이 필요하다.

안경원의 경쟁이 섬화되는 상황에서 안경원의 고객들을 만족시켜 재구매률 유도하 는 방어적인 마케탱전략이 요구되어왔다. 안경원에서 2회 이상 안경을 구매한 경험올 지닌 안경원의 고객 187명을 대상으로 방문 안경원의 고객만족， 재구매의도 그리고 전환장벽 둥에 대하여 설문지 조사법을 실시하였다. 고객만족을 인적서버스만족과 시 설서비스만족으로 구분하였고 고객을 전환장벽의 높고 낮음에 따라 고객을 분류하여 집단 간에 인적서버스만족과 시설서버스만족이 재구매의도에 마치는 영향이 차이가 있는지를 검정하였다.

This study is based on Parasuraman, Zeithaml 8l Berry［19］`s SERVQUAL measure that develop for estimation of service quality, so this study proposes the present condition of customer service and improvement method on internet search engine. This study also develops a questionnaire for analyzing customer satisfaction considering the present condition of internet service. We're going to analyze the customer service quality that classified by search engines, service quality with university students who use usually internet.

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」.

The objectives of this study were to analyze customer satisfaction by operational characteristics in business & industry foodservice operated by contracted foodservice management company. The instruments were developed by reviewing literatures on customer satisfaction and by intervewing with managers, employers and customers. A total of 1000 questionnaires were hand delivered at the ten contracted foodservice operations by designated coordinators. A total of 833 questionnaires were usable; resulting in an 83.3% response rate. Statistical data analysis was completed using the SAS 6.04 for description, T-test, ANOVA. Overall customer satisfaction score for office building foodservice was significantly higher than those for manufacturing company foodservice. As for the type of management contracts, overall customer satisfaction score for management fee contracts was significantly higher than those for profit and loss contracts. With regard to payment method, overall customer satisfaction score for meal card was higher than those for POS system. Concerning the categories of service, overall customer satisfaction for combo-tray service was higher than those for cafeteria-tray service and partially self-service. As for types of menus, the score of overall customer satisfaction was not significantly different between cafeteria menu and double choice menu.

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.

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.