본 연구는 스키장 렌탈샵의 서비스 품질이 소비자의 지각된 가치 및 구매행동에 어떠한 영향을 미치는지를 규명하여 스키장 렌탈 산업의 서비스 품질을 개선하고 고객들의 욕구를 충족시킬 수 있는 기초 적 자료를 제공하고자 했다. 따라서 국내 스키장 6곳(하이원리조트, 용평리조트, 지산리조트, 곤지암리조트, 휘닉스파크, 웰리힐리)의 렌탈샵 방문 이용자를 대상으로 조사를 수행됐다. 수집된 자료는 SPSS(ver. 25.0) 프로그램을 활용하여 빈도분석, 탐색적 요인분석, t-test, 일원변량 분산분석, 상관관계 분석, 단순 및 다중 회귀분석을 실시했다. 본 연구에서 도출된 결과는 다음과 같다. 첫째, 스키장 렌탈샵의 서비스 품질이 지각 된 가치에 편리성, 공감성, 서비스, 시설환경 순으로 유의한 영향을 미치는 것으로 나타났다. 둘째, 지각된 가치가 구매행동의 구매의도 및 추천의도에 유의한 영향을 미치는 것으로 나타났다. 셋째, 스키장 렌탈샵 의 서비스 품질이 구매행동의 구매의도 및 추천의도에 공감성, 시설환경, 편리성, 서비스 순으로 유의한 영 향을 미치는 것으로 나타났다.

본 연구는 고등학생을 대상으로 진로·진학 사교육 참여배경, 서비스품질, 만족도에 대한 인식을 조사하고, 이러한 요 인들이 사교육비용 및 지속성에 어떠한 영향을 미치는지 알아보는 것을 목적으로 하였다. 이를 통해 진로·진학 사교육의 전망을 탐색하고, 진로·진학 사교육이 불가피하다면, 비용을 절감하면서 좀 더 효과적으로 이루어질 수 있는 방안을 모 색하였다. 이를 위해 고등학생 576명을 대상으로 설문조사를 통해 자료를 수집하였으며, SAS 9.4 프로그램을 활용하여 자료를 분석하였다. 연구결과를 종합해보면, 진로·진학 사교육은 사교육업체가 경영 성과를 높이기 위해서 적극적으로 마케팅을 하는 시 장적 논리, 입시정책의 변화에 발맞추어 진학을 준비하고 미래의 이익을 추구하는 학생들의 대응, 공교육에서 진로·진학 지도의 미흡함이 연계되어 나타나는 현상이다. 즉, 진로·진학 사교육은 기업(기업의 이익추구 마케팅), 가계(학생/학부모 의 자구책 마련), 정부(공교육의 공공재로써 평등성 가치추구)가 각 주체의 이익을 추구하는 가운데 발생되고, 이와 관련 된 여건이 단기간에 개선되기 어렵다는 점에서 지속될 가능성이 높다. 또한 진로·진학 사교육은 서비스품질 및 만족도가 보통 이상이고, 서비스품질에 대한 확신성이 낮고, 진로선택 만족도가 낮은 경우에 비용이 높아진다. 이는 진로·진학 사 교육이 품질과 만족도를 높이기 위해 노력해야 한다는 것을 시사한다. 그리고 진로·진학 사교육의 지속성은 여학생, 대 부분의 고등학교 학생, 소득이 높은 가정의 학생, 참여배경(공교육 미흡, 입시정책 대응, 사교육마케팅)이 그 수준을 높이 고 있다. 결론적으로 진로·진학 사교육은 지속될 것으로 전망되며, 그 비용을 절감하고 효과성을 높이기 위해서는 사교 육업체, 정부, 학부모의 노력이 요구된다.

The expansion of the online market is expected to change the purchasing environment. The purpose of this study is to examine the difference in the moderating effect of each characteristic on perceived quality and purchase intention according to the group according to product involvement and purchaser age. The first step is to identify the characteristics of online information sources and social media platforms through a literature review. Next, when perceived quality affects purchase intention, we verify the moderating effect according to the characteristics of online information sources and social media platforms. The moderating effect is verified at the stage by dividing it into a group according to product involvement and a group according to age. The following results were confirmed throughout the study: First, perceived quality significantly affects purchase intention. Second, in the relationship between perceived quality and purchase intention, the influence of the moderating effect is different depending on the high-involvement product and the low-involvement product. Third, it was confirmed that there was a difference in the moderating effect of online information sources and social media platforms in the relationship between perceived quality and purchase intention according to age. This study intends to increase consumers' purchase intentions by identifying specific age groups and product groups of involvement and establishing strategies suitable for the characteristics of online information sources and social media platforms.

본 연구는 국가지원 뷰티 관련 교육기관의 교육서비스품질이 수강생의 지각된유용성과 진로 준비행동에 미치는 영향을 규명하는 것 이였다. 연구참여자는 서울·경기 소재 국비지원 교육기관(학원)에 수강자 362명을 임의표집방법으로 표집 하였다. 수집된 자료는 SPSS 통계패키지 26.0 버전을 이용하여 기술통계, 요인분석, 신뢰도분석, 상관관계분석 및 다중회귀분석을 통하여 자료를 분석하였다. 일련의 연구절차를 통하여 도출된 결과는 다음과 같다. 첫째, 교육서비스품질, 지각된 유용성 및 진로준비행동의 변인들은 상호 상관관계가 통계적 유의하게 나타내었다. 둘째, 교육서비스품질은 지각된 유용성에 통계적 유의하게 정적(+)영향이 있는 것으로 나타났다. 셋째, 교육서비스품질은 진로준비행동의 정보수집 활동, 직무준비활동 요인에 통계적 유의하게 정적(+) 영향을 나타내었다. 넷째, 지각된 유용성은 진로준비행동의 정보수집활동과 직무준비활동 요인에 통계적 유의하게 정적(+) 영향이 있는 것으로 나타났다. 본 연구의 결과는 국비지원 뷰티관련 교육기관의 교육서비스품질을 재평가하여 뷰티관련 국비지원 사업의 효율성을 높이고 교육 서비스품질 향사아에 기초자료로서 활용할 수 있을 것이다.

본 연구에서는, 국내 선행 연구에서 간과되어 왔던 주제인 <외국 브랜드의 현지성이 국내 소비자의 품질 인식에 미치는 영향>을 분석하고, 이를 조절하는 요인들을 살펴본다. 이를 위해 3개 제품군의 8개의 외국 브랜드에 대한 온라인 소비자 조사를 수행하였다. 검증 결과, 국내 소비자들의 지각된 브랜드의 현지성은, 브랜드 글로벌성과 브랜드 친숙도의 높은 영향력을 통제하고도 외국 브랜드의 품질 지각에 긍정적인 영향을 미쳤다. 동시에, 외국 브랜드의 원산지 전형성이 낮을수록, 제품의 현지 문화와의 연계성이 높을수록, 그리고 소비자의 자민족주의 성향이 높을수록, 브랜드 현지성의 효과 가 커지는 것으로 나타났다. 이 결과는 브랜드 현지성이 글로벌 브랜드에게도 중요한 품질 신호가 되며, 그 역할은 브랜드, 제품 그리고 소비자 특성에 따라 달라질 수 있음을 시사해주는 것이다.

제품유형과 가격, 브랜드 이미지 등의 상호작용이 소비자의 구매의도와 품질지각에 미치는 효과에 대해서는 다양한 현상을 관찰해 왔다. 그러나 제품유형과 제조방식의 상호작용이 이 요인들에 미치는 효과에 대해서는 연구가 드물었다. 그러나 3D프린터의 등장은 기계를 통한 자동화 생산과 수공예로 대표되던 제조방식에 3D프린팅이라는 새로운 방식을 추가하였고, 이러한 새로운 틀이 소비자의 구매의도와 품질지각에 영향을 미칠 가능성이 있기에 연구가 필요하다. 따라서 본 연구는 제품유형과 제조방식의 상호작용이 구매의도와 품질지각에 미치는 효과를 검증하기 위하여 이루어졌 다. 이를 위한 실험 1은 성격이 다른 제품유형(드론 vs. 바이올린 vs. 컵)을 선정하였고, 제품유형별로 선호하는 제조방식 이 다르게 나타나는지 측정하였다. 결과적으로 소비자들은 드론과 같은 최신제품은 3D프린팅 제작을, 바이올린은 수공예 제작을, 컵은 대량생산이 용이한 기계 제작을 선호하는 것으로 나타났다. 실험 2는 제품유형에 따른 제작방식 선호의 차이가 구매의도와 품질지각에 미치는 영향에 대한 검증을 시도하였다. 즉 드론은 3D프린팅 제조일 때 구매의도 가 가장 높았고, 바이올린은 수공예일 때 구매의도가 가장 높았으며, 컵은 기계 제작일 때 구매의도가 가장 높았다. 또한 드론은 제작방식 간 품질지각에 차이가 없었던 반면, 바이올린은 수공예의 품질을 가장 우수하다고 지각했고, 컵은 3D프린팅에서 품질을 가장 낮게 지각했다(컵은 3D프린팅 제작일 때 구매의도도 가장 낮았다). 본 연구가 소비자 심리학, 마케팅, 광고 등의 분야에 폭넓은 시사점을 줄 것으로 기대한다.

본 연구에서는 농산물점포인 대형슈퍼마켓을 대상으로 상품의 품질, 애프터서비스, 판매촉진, 상품다양성 등 점포이미지 요인과 만족, 점포의 지각된 품질, 고객충성도 간의 관계를 분석하여 점포의 지각된 품질, 만족, 고객충성도 각각에 대한 점포이미지 요인을 확인하였고, 또한 점포이미지 요인이 고객충성도에 미치는 영향을 확인하였다. 연구결과로는 점포이미지 차원과 점포의 지각된 품질 관계에서 상품의 품질, 애프터서비스 및 판매촉진이 점포의 지각된 품질에 영향을 주었다. 점포이미지 차원과 만족 관계에서 상품의 품질, 판매촉진 및 상품의 다양성이 만족에 영향을 주었다. 점포이미지 차원과 고객충성도 관계에서 상품의 품질 만이 고객충성도에 영향을 주었다. 다음으로 점포이미지 차원, 점포의 지각된 품질, 만족 및 고객충성도 등 구성개념 간의 관계에서는 상품의 품질, 애프터서비스 및 판매촉진은 점포의 지각된 품질에 영향을 주었고, 상품의 품질 및 상품다양성은 만족에 영향을 주었다. 점포의 지각된 품질은 만족에 영향을 줌으로써 만족은 고객충성도에 영향을 주었다.

이 연구는 무용을 통한 기업의 문화마케팅 활동이 해당기업의 이미지 및 지각된 품질, 충성도 에 영향을 규명하는데 목적이 있다. 연구의 목적을 달성하기 위하여 연구대상은 경기도 지역에 소재한 4년제 대학교에 재학 중인 대학생들을 모집단으로 설정하였으며 최종분석에는 200개의 자료가 활용되었다. 조사도구는 설문지를 사용하였으며 신뢰도와 타당도를 검증하여 사용하였 다. 또한 가설검증은 AMOS를 이용한 확인적요인분석(confirmatory factor analysis; CFA)과 구조방 정식모형분석(structural equation model; SEM)을 실시하였으며, 그 결과는 다음과 같다. 첫째, 문 화마케팅 활동 참여 기업의 기업이미지는 지각된 품질에 긍정적인 영향을 미친다. 둘째, 문화마 케팅 활동 참여 기업의 기업이미지는 충성도에 긍정적인 영향을 미친다. 셋째, 문화마케팅 활동 참여 기업의 지각된 품질은 충성도에 긍정적인 영향을 미친다. 넷째, 문화마케팅 활동 참여 기 업의 기업이미지는 지각된 품질을 통해서 충성도에 긍정적인 영향을 미친다. 이러한 결과는 기 업이 문화마케팅 활동에 참여할 경우 대중에게 호의적인 기업이미지를 각인시키고 해당기업에 대한 상표나 제품에 대해 신뢰를 가질 수 있음을 알 수 있었다. 더 나아가 문화마케팅 활동이 해당기업에 대한 충성도를 높이게 됨으로서 기업경영활동에 득이 될 수 있음을 시사한다.

This study aimed to analyze the effect of demographic characteristics of consumers and quality recognition factors on purchase intention of organic wine, and to provide preliminary data necessary for the development of wine industry. By factor analysis of collected surveys, quality recognition factors of both the experienced and non-experienced group of organic wine environment/health, varieties of grapes, price, and four brand elements. First, among demographic characteristics, only income level hae a significant influence on the changes in quality recognition causes. Each of quality recognition causes of organic wine had a significant relation with purchase intent. The result of our analysis suggested that ‘environment/health’ was most influential for the experienced group, and ‘health’ was most influential for the non-experienced group. Therefore, this hypothesis is supported.

This study purposed to analyze difference in the perception of service quality between physical therapy patients and physical therapists and to provide basic materials for maintaining high service quality that meets patients' expectation in each service area. For this study, we conducted a questionnaire survey with physical therapy patients and physical therapists in Jeju from the 6 to 30 of January, 2010. In the survey, we received 133 questionnaires from patients and 125 from physical therapists, and used them in analysis. The instrument used in this study to measure service quality was prepared by the researcher through adapting and supplementing the SERVQUAL model developed by Parasuraman et al (1991). For our physical therapy environment, and it consisted of a total of 23 questions in five areas, namely, tangibility, reliability, responsiveness, assurance, and empathy. Patients' perception of service quality was high in order of reliability, assurance, empathy, responsiveness, and tangibility. In four areas with exception of reliability, quality perceived by patients was lower than that perceived by physical therapists, and particularly in responsiveness(t=2.82, p=.00) and empathy(t=2.02, p=.04), the difference between patients and physical therapists was statistically significant. In order to reduce the difference in the perception of service quality between patients and physical therapists, it is considered necessary to enhance physical therapists' perception of service quality and to prepare measures for improving service equality so that services would be provided through respectful communication with maintaining the dignity of patients, rather than focusing on disease.

Recently the information system introduction and the application which use the computer are increasing. The efficient operation of information system helps corporations to improve productivity, customer service and corporate competitive power. SaaS(Software as a Service), which is the developed type of outsourcing in the area of information technology, is to use standardized and packaged application by hosting from the outside of enterprise. SaaS is not developed yet as much as people's interest about that in the initial stage, but its related technology and service capacity are accumulated after repeated trial and error, and it's ready to activate the industry. In the area of information system, studies on the measurement of service quality were followed. But there is little study on service quality measurement in the field of SaaS(Software as a Service). The purpose of this study was to divides the SaaS with e-SERVQUAL and it consider the relationship with the perceived recognition and the usage intention. According to this, variables of traditional research were rejected because SaaS is not developed yet in Korea. But information had a strong effect on perceived recognition. Therefore, business related with in SaaS must have provided a correct information about various applications.

Recently the information system introduction and the application which use the computer are increasing. The efficient operation of information system helps corporations to improve productivity, customer service and corporate competitive power. SaaS(Software as a Service), which is the developed type of outsourcing in the area of information technology, is to use standardized and packaged application by hosting from the outside of enterprise. SaaS is not developed yet as much as people's interest about that in the initial stage, but its related technology and service capacity are accumulated after repeated trial and error, and it's ready to activate the industry. In the area of information system, studies on the measurement of service quality were followed. But there is little study on service quality measurement in the field of SaaS(Software as a Service). The purpose of this study was to divides the SaaS with e-SERVQUAL and it consider the relationship with the perceived recognition and the usage intention. According to this, variables of traditional research were rejected because SaaS is not developed yet in Korea. But information had a strong effect on perceived recognition. Therefore, business related with in SaaS must have provided a correct information about various applications.

This paper reviewed the relationship between perceived justice and service quality, and the moderating effect of gender in the franchise system of food service business. Based on the responses from 135 franchisees, the results of multiple regression analysis showed that distributive and procedural justice have positive relationships with almost service quality factors. The results of moderating analysis showed that male franchisees have more positive relationships with almost service quality factors than female franchisee while in distributive justice, and that female franchisees have more positive relationships with almost service quality factors than male franchisee while in procedural justice.

The importance of perceived quality and brand loyalty is increasing recently both domestic and foreign. So many papers perform research on service quality and brand loyalty. Today, there is the rapid growth in the Korean mobile telecommunications service market. But mobile telecommunications service companies don't pay full attention to customers' attitude and brand loyalty. This paper shows why Korean mobile telecommunications service companies have to focus on Brand Loyalty. This paper investigates the relationship among perceived quality, attitude and brand loyalty in the area of mobile telecommunications service.

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.

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.

The purpose of this study was to measure respondent's demographic characteristics, respondent's attitudes toward chicken, and factor influencing on the level of perceived helpfulness of country of origin in predicting the quality of chicken. The data was collected through a consumer survey during the March 2006. A total number of 250 meat consumers living in Suncheon, the eastern part of Chonnam, were randomly selected as respondents. Eleven respondents did not complete the survey instrument, resulting in a final sample size of 239. All estimations were carried out using chi-square, correlation, and logistic procedure of SAS package. The results are as follows. The level of perceived helpfulness of country of origin in predicting the quality of chicken was significantly different by age and occupation of demographic variables, and was significantly correlated with respondent informed of attitude variables. The proportional odds assumption of model was not violated at p<0.05. The effects of income, occupation and respondent informed on the level of perceived helpfulness of country of origin in predicting the quality of chicken. The results from this study could be useful in developing marketing and health promotion strategies, as well as government trade policy.

Purpose - This study attempted to construct and validate a structural model of the relationship between the quality of medical services, perceived risk, reputation and customer satisfaction, which is the main concept of the relationship between large hospitals as well as small and medium hospitals and medical consumers. Through this verification, the small and medium hospitals are to find the way for wise coping in competitive situation with large hospitals. Research design, data, and methodology - This research developed a hypothesis by constructing a structural equation that reaches the satisfaction and the relationship between reputation of perceived risk and perceived risk of service quality perceptions of customers of small and medium hospitals. Research data were collected through a questionnaire survey of respondents who had medical service experience from small and medium hospital. A total data of 252 respondents were used as the sample for the final analysis and analyzed using SPSS 23.0 and AMOS 23. Results - As a result, the relationship of quality of medical service, reputation, and customer satisfaction among small and medium hospitals was consistent with the results of precedent studies, and the perceived risk has a significant impact on reputation, so the greater the perceived risk, the higher the preference for reputable medical institutions as large hospitals. In addition, it was found that the direct route from perceived risk to customer satisfaction was not significant, and reputation was found to have a full mediating effect on perceived risk and customer satisfaction. Customers who use small and medium hospitals prefer to use reputable medical institutions if their perceived risk is high, which is different from risk perception when specific targets are specified. Conclusions - In terms of the effect from customer satisfaction, not only the path of perceived risk → reputation → customer satisfaction, but also the quality of service quality → reputation → customer satisfaction. These findings suggest that small and medium hospitals are appropriately responding to competition with large hospitals, rather than focusing on the perceived risks and reputation of customers in establishing and utilizing competitive strategies to create new customers and preserve existing customers

Purpose – The purpose of this research is reflected on the rapid development of online tourism industries. The study was to establish the strategy for Korean tourism enterprises to develop tourist commodities suitable for Chinese tourists and attract them to visit Korea by the empirical analysis of the relation between repurchase intention of tourists and its premise variables (e-service quality, perceived value and satisfaction). Research design, data, and methodology – This research carried out a questionnaire survey on Chinese tourists who visited Korea with experience of using the online travel agency web sites. A total 398 answers were recovered, 41 of them were excluded due to the dishonest answers and 357 of them were finally analyzed. The data was analyzed with IBM SPSS AMOS 22.0. Results – The research results show that in the online travel agency web site e-service quality, convenience, interactivity, information validity, credibility had a positive impacts on perceived value and satisfaction. The perceived value of online travel agency website users has positive impart on satisfaction and repurchase intention. Satisfaction of online travel agency web site users have positive impacts on repurchase intention. But safety has no impact on perceived value while positive impacts on satisfaction was affected. Conclusions – First, in the online travel agency web site e-service quality, safety has no impact on perceived value while it was shown to have positive impacts on satisfaction because the users of online travel agency web sites believe that the protection of personal information, the defense of cracker and the safeguard of payment security are the basic premises of website operation. Although safety does not have impacts on perceived value, users benefits will suffer damage when hacker intrusion and other accidents occur so that online travel agency web sites should not ignore the security concerns. Second, credibility is a major concern for online travel agency web site users. At this time, it is necessary for the web site to establish a system to display both the commodity information and the using experience published on the user's SNS, thus improving the credibility of the website information.