As the service quality measurement has been developed, various fields of service quality measurement have evolved. Especially the development of the mobile communication service and its status has been watched with keen interest. The growth of mobile communications has not developed alone. It evolved with the growth of the mobile communications company and the device manufacturer. This research investigates the mutual relation sand influence between the service quality and the device quality. This is a distinguished phenomenon within the existing research. Currently in Korea mobile devices can be purchased independently of network provider; however, there are also arrangements whereby the manufacturer supplies devices through only selected service providers. The model of service quality measurement is not a simple fragment model for the service quality anymore. It is required to establish the ultimate model for the service quality to determine if the customer differentiates between the device and service quality. Knowing if a customer differentiates between device and service can aid strong brands when deciding which partners to select for collaborative strategies. The aim of this research is to determine the significant difference between the models of service quality measurement based on differing levels of brand awareness.

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.

  In the national economy, rate of service industry is going up to compare with manufacture industry. In spite of getting lots of results to be introduced 6 sigma methodology in Korea, many service companies is suffering with trial and errors. Also 6 sigm

보행자 이동권 확보를 위해 가장 먼저 이루어져야 하는 것이 보행자 이동공간에 대한 정확한 평가를 시행하는 것이다. 따라서 본 연구는 보행자의 이동공간에 대한 평가지표 개발을 시도하였으며, 자료조사 및 분석방법은 전문가 설문과 계층분석 법(AHP)을 활용하였다. 전문가 설문조사와 계층분석 법(AHP)을 활용하여 본 연구에서는 정성적인 변수를 고려할 수 있는 방안을 모색하며, 보행자 서비스 특성을 규명하여 변화된 보행환경에 순응할 수 있는 새로운 보행자 서비스수준 평가지표를 개발하고자 한다. 분석결과를 살펴보면, 상업 및 업무지역의 경우 보행교통류(정량: 약 52%), 보도기하구조(정량: 약 16%), 보도이용행태(정성: 약 11%)순으로 나타나 보행교통류와 보도기하구조와 같은 정량적인 항목의 중요함을 알 수 있었다. 또한, 주거지역의 경우 보행교통류(정량: 약 30%), 보도기하구조(정량: 약 22%), 보도이용행태(정성: 약 20%)가 각각 1, 2, 3순위로 높게 나타났다. 현재 적용되고 있는 보행자 서비스수준 평가 영향인자 중 정량적인 지표가 중요하나, 보행자들의 이용행태와 같은 질적인 측면과 같은 정성적인 항목을 고려하여야 한다는 것을 알 수 있었다.

현대 의학의 발전에도 불구하고 인구의 고령화와 질병양상의 변화로 인하여 치유가능성이 없거나 죽음이 예견되는 말기환자의 수는 점차적으로 증가하고 있다. 그러나 이들을 관리할 시설이나 프로그램은 매우 부족하다. 이러한 말기환자에 대한 프로그램과 시설의 증가와 함께 서비스 질 관리의 중요성과 필요성은 점차 증가할 전망이다. 인간의 삶에 있어 삶의 질은 이제 웰빙(Well-being)과 함께 웰다잉(Well-dying)에 이르는 요구로 사회가 변화에 대한 준비를 해야 할 때이다. 이에 이 연구는 점차적으로 필요성이 요구되어지는 호스피스와 호스피스 서비스의 질에 대하여 고찰해 보고자한다.

  Most organizations have recently put more emphasis on the improvement in service quality. This phenomenon could come from the recognition that service quality plays an essential role in enhancing organization"s business performance. Hence this paper pre

현재 도시부 도로에 대한 서비스 수준 평가는 통행속도, 지체 등과 같은 정량적인 부분만을 고려하였다. 하지만 도시부 도로를 이용하는 운전자들은 정량적인 부분이외에도 도로의 청결, 타운전자의 법규위반 등의 정성적인 측면에서도 영향을 받고 있는 것이 현실이다. 이에 본 연구에서는 정량적인 부분과 정성적인 부분을 함께 고려하여 평가지표를 도출하고, 서비스 측면의 개선사항 도출시 주로 경영분야에서 사용되고 있는 Importance-Performance Analysis (IPA) 기법을 변형하여 사용하였다. 본 연구에서 제안된 변형된 IPA 분석기법은 분석대상 및 항목간 상대적 수준을 반영하여 서비스 수준이 평가될 수 있도록 구성되어 있다. 사례분석 지역으로 서울시 강남 3개구, 강북 3개구를 선정하여 도시부 도로의 서비스 질 평가가 수행되었으며, 변형된 IPA 평가를 토대로 도로 서비스 질 향상을 위한 지역별 개선항목을 도출하였다.

The purpose of this study was to determine the detailed customer satisfaction and dissatisfaction factors of family restaurants in Korea, and to then classify the factors into 3 groups, inlcuding core service, quality service, and basic service. ‘Core service’ represents the critical factors that generate both satisfaction and dissatisfaction; ‘quality service’ generates only satisfaction; and ‘basic service’ generates only dissatisfaction. This categorization is based on Herzberg’s motivation-hygiene theory (1976) as well as Cadotte & Turgeon (1988). Based on the characteristics of the three groups, differentiation strategies in managing customer service were suggested to the family restaurant managers. A qualitative research method, termed the critical incident technique (CIT), was used in the study. This method helps researchers find new factors or attributes by grouping key issues from the anecdotes (critical incidents) and then categorizing common factors from the key issues. This research categorized key satisfiers and dissatisfiers into 33 factors, which were from 402 critical incidents described by 261 respondents. Eleven factors (response to service failures, food taste and quality, attention paid to customers, coupon/mileage point/discount card, customer’s ordinary requests, waiting, food diversity, food price, facility sanitation, checking out, customer’s special requests) were classified into core service, which required maximum management not regarding the level of customer satisfaction. Six factors (employee attitude, event, education and explanation, complementary food, customer’s mistakes, attention paid to children) were classified into quality service, which required differentiation strategy management. Finally, nine factors (speed of food service, employee’s mistakes, food sanitation, atmosphere and interior, seating, forcing orders, parking, other customers, reservations) were classified into basic service, which required minimum management at the level of the industry standards.

Upon the basis at the end of March 2005, we have the 38.91 million cellular phone subscribers over the country and the total diffusion rate of the cellular phone is reached up to 76.1%. At this moment, it can be said the most people use it since the demand is still going on. Turning to the operation company, this is serviced by the SK Telecom, LG Telecom, and KTF, and there are at least 6 manufactures producing it including Samsung, LG, KTF ever, Motorola an d SKY. Most users periodically change the service vendor to the others for buying new model or changing the service vendor. It is understood the customer's action occurred by the differences of the brand cognition. In this study, along with some parameters including the difference of the vendor's difference of satisfaction (mobile telecommunication, product), and the possibility to buy the product again, I am going to find out the relationship between the satisfaction of the provider's service.

20세기 90년대부터 시작하여 이동통신 시장은 매우 높은 증가세가 나타나 핸드폰 사용 고객 수와 영업 액이 이미 고정전화를 앞섰다. 현재 이동통신은 매우 중요하고 발전 속도가 아주 빠른 산업으로 성장되었다. 오늘에 와서 중국과 한국 두 이웃 나라 간에는 많은 면에서 밀접한 관계를 보였다. 양국 수교 이후, 한국의 많은 기업들이 중국으로의 진출을 시도하였었고 그에 따른 투자도 적지 않는 규모였다. 중국은 세계에서 인구가 제일 많은 나라이고, 또한 WTO에

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 introduces service quality systems such as furniture removal for households, carriage of parcels, commercial motorcycle carriage service, the service for warehousing, car rental services, exhibition service, security service, and, facility management services. These service quality systems include terminology, process, and, infrastructure.

This study presents service quality systems such as wedding ceremony service, postpartum care service, funeral home services, crematory services, cemetry and charnel grave services, and charnel house services. These service quality systems include process, infrastructure, and terminology.

This study presents service quality systems such as automobile industry insurance, personal accident insurance service vehicle repair and tow services, and, the service for buying and selling of used motor vehicles. These service quality systems include contracting services, payment service, infrastructure, adjustment service, and, process.

This paper introduces service quality systems such as tourism service, outbound travel services, domestic travel services, condominium services, and, foodservice golf club services, These service quality systems include terminology of travel agencies and tour operators, process, infrastructure, and, terminology of hotels and other types of tourism accomodation.

With the radical change of business environment, all service companies' employees are forced to provide many customers with high service quality every day, and the extra role(or organizational citizenship behavior) is more imperative than other industry. The purpose of this paper is to introduce Luthans & Kreitner's Organizational Behavior Modification(OB Mod) model to improve organizational citizenship behavior and service quality. With analyzing the relationships among target behavior(service quality), antecedents(OCB), and consequences(customer satisfaction), this paper reviewed OB Mod's 5 stages; identifying, measuring, functional analysis of the behavior, development of an intervention strategy, evaluation. This model has found to be useful in finding and improving troublesome employee behaviors in USA, but not been verified in Korea. Thus it is recommended to review the difference of organizational culture and practices before introducing the model.

  This study define the concepts of port logistics service by investigating various elements of port logistics service and grouping them in six attributes using a Data Mining technique. The QFD (Quality Function Deployment) technique is applied to measure

The purpose of this study was to identify HACCP-based CCP and CP from the microbial quality assessment on the process of side dish (stir-fried dried-shrimp with garlic stems) production in the meal service operation for the elderly. Total plate counts (TPC) of fresh garlic stalks were 7.80×103 CFU/g and they were above the standard value of microbial growth potential. The TPC, Coliform and E.coli were not detected in the dried shrimps. The TPCs after rinsing and slicing the garlic stems were 2.5×102 CFU/g and 5.5×102 CFU/g, respectively. The TPC number of cook’s hand and cutting board were also exceeded the standard limit with values of 2.2×102 CFU/g and 10.0×10 CFU/g, respectively. However, the TPC, Coliform and E.coli were not detected in the other cooking instruments. The identified CCP in inspection step was fresh garlic stems and that of prepreparation step was slicing the stems after blanching. Cook’s hand and cutting board were also verified as CCP and the other steps in cooking process and utensils tested were identified as CP’s. These result’s suggest that it is important to control the microbial contamination of raw materials at purchasing step and the sanitary education program should be developed for the employees for continuous supplement of safe and sound meal service for the elderly.