Recently the business environment surrounding the financial investment industry is changing rapidly, and the demands of customers (diversity and the cycle of change etc.) are getting shorter. In this context, it can be said that companies are forced to adopt an agile management environment. In particular, non-face-to-face channels, including MTS, is adopting the agile system into the digital finance sector from a company-wide and strategic perspective. This study analyzed the effects of MTS services’ environment quality on customer satisfaction and continuous intention to use for MTS users who are rapidly increasing under the agile management environment in the financial investment industry. This study surveyed the quality of service environment (accessibility, convenience, design, security), customer satisfaction, and continuous intention to use for 350 MTS users. First, accessibility, convenience, and security of MTS service environment quality had a positive effect on customer satisfaction, and design was rejected Second, customer satisfaction has a positive effect on continuous intention to use. Third, convenience and security of MTS service environment quality have positive effects on continuous intention to use, and accessibility and design were rejected. The results of this study, together with demographic analysis, are expected to provide useful implications for MTS activation studies and securities firms’ strategies.

The purpose of this paper is to examine the effects of customer perception about service physical evidence and process quality by liquor wholesaler on customer satisfaction and maintaining business relationship. Also this paper tries to find out the moderating effect of relational duration on those service qualities and deal satisfaction. Based on the responses from 53 stores, the result of multiple regression analysis appears as follow that (1) the perception of intangible service quality is positively related to deal satisfaction, (2) deal satisfaction is positively related to maintaining business, and (3) the interaction of relational duration and each perception of service qualities is significant.

To establish a new creative economy, the worldwide efforts have been made to wriggle out the old economic paradigm after the financial crisis of 2008. When it comes to the limitation of the viability. the start up companies have a high risk of failure. Therefore business incubator (BI) should carry out the role to improve their viability. As for the maximization of the effect on the business incubating services as move in companies, it is important for BI to increase the level of business incubating services by the systemic and scientific measurement. This study showed that the quality of the BI center services was measured by Kano analysis and the previous research as follows. First, BI quality attribute by Timko’s customer satisfaction came out into the attractive qualities on the 14 items that amount to the 70% of 20 business incubating services items. It is desirable to perform the strategy for the satisfaction. Secondly, basic business incubating services were interpreted as the one-dimensional quality like incubating spaces, parking facilities, security facilities, industry technology development funds, and incubating managers. Finally, training and educational service was recognized as indifferent quality. Futhermore, the improvement and the limitation of this study as well as the interpretation of analysis results are also provided.

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 purpose of this study is to investigate the impacts of business service quality on satisfaction, commitment, performance, and loyalty in higher education. A survey was given to undergraduates involved in business through employment and start-up companies at a private university in Korea. With 252 respondents, this study used exploratory factor analysis and reliability analysis to verify the reliability and validity of measured variables. Multiple regression was employed as a statistical method for the hypotheses of the study. The research questions were: 1) How do education SERVQUAL factors (tangibles, responsiveness, reliability, assurance, and empathy) affect customer satisfaction? 2) How do education SERVQUAL factors affect customer commitment? 3) How does customer satisfaction or commitment affect education performance? 4) How does customer satisfaction, commitment or performance affect their loyalty in higher education? The findings show that most dimensions of business service quality have effects on satisfaction and commitment, and satisfaction and commitment have a positive effect on performance. Additionally, satisfaction, commitment and performance all have an effect on loyalty. This study confirmed the need for the improvement of business service quality in a private university. Additionally, it highlighted the importance of user satisfaction, commitment and performance in order to increase the loyalty level of undergraduate students.

실제로 서비스를 이용하는 대상인 소비자에게 서비스가 어떻게 인식되고 평가되는지에 대한 명시적인 모형이 부족함에 따라 이를 보완하기 위한 방안으로 서비스품질에 대한 연구가 시작되었다. 본 연구에서는 Parasuraman et all.(1988)의 연구를 토대로 구성한 PZB모형 과 Brady and Cronin(2001)의 연구를 토대로 구성한 BNC모형에 서비스품질모형을 적용하고, 그에 대한 우수성을 비교하였다. 터미널 이용자 를 대상으로 진행한 설문을 활용하여 분석한 결과 PZB모형보다 상대적으로 BNC모형이 더 우수한 것으로 나타났다. 요인이 많아짐에 따라 제공되는 정보의 양이 증가하고, 이로 인하여 설명력이 높아지기 때문에 이러한 결과가 나타난 것으로 보인다. 연구의 결과는 산업의 특성에 따른 차이가 존재하겠지만 본 연구에서 제시한 결과는 추후 항만하역업에 대한 연구범위의 확장으로 이어지기를 기대한다.