한국형아유르베다 성격유형과 의류 구매만족과 어떤 관계가 있는지를 분석함으로써 성격특성을 고려한 마케팅 전략에 대해 논의하는 것이다. 본 연구의 자료는 수도권 여성 20대 이상을 대상으로 다음과 같은 통계 분석을 실시하였다. 첫째, 조사대상자의 일반적 특성을 파악하기 위해 빈 도분석을 실시하였고, 둘째, 측정도구의 타당성 분석을 위해 탐색적 요인 분석을 실시하였다. 또한 Cronbach's α 계수를 이용하여 요인을 구성 하는 항목들의 신뢰도를 분석하였다. 셋째, 한국형 아유르베다 기본심리 유형에 대해 알아보고, 조사대상자의 일반적 특성에 따라 차이가 있는지 파악하기 위해 교차분석을 실시하였다. 넷째, 한국형 아유르베다 기본심 리유형에 따라 고객만족에 차이가 있는지를 알아보기 위하여 일원변량분 석(one-way ANOVA) 및 Scheffe의 사후검정을 실시하였다. 본 연구는 한국형아유르베다 기본심리유형과 고객만족의 관계에서는, 전반적인 고 객만족과 하위요인별 서비스만족에 있어서도 카파형(K)이 상대적으로 높 은 것을 알 수 있었지만, 품질만족에 있어서는 통계적으로 유의미한 차 이가 나타나지 않았다는 것을 알 수 있었다.

Institutional foodservice is a type of meal provided to workers in industry and affects the health and psychological wellbeing of workers and productivity. Thus, research on customer satisfaction with institutional foodservice is important. In addition to food industry and food culture developments, the requirements of institutional foodservice customers are diversifying due to COVID-19. Therefore, the purpose of this study was to identify factors that affect customer satisfaction with institutional foodservice using a user-based approach. In this study, the quality of institutional foodservice was defined using customer satisfaction or dissatisfaction, and by using in-depth interview and open coding (a qualitative research method), we derived qualities of institutional foodservice from the user’s perspective and compared these with those of previous studies. This study is meaningful as the quality of institutional foodservice was analyzed using a user-based approach, in-depth interview, and open coding and compares results with those of previous studies.

본 연구는 어린이수영장의 서비스품질과 만족 및 고객충성도 관계를 알아보자 한다. 모집단은 총 300명을 표본대상으로 설문지를 배포하였으며, 회수된 설문지 중 불성실하게 응답했다고 판단된 3부의 설문지는 제외하여 총 297부의 설문지를 자료 분석에 사용하였다. 이 연구에서는 PASW 21.0을 활용하여 빈도분석, 신뢰도 분석, 탐색적 요인분석, 상관관계분석, 다중회귀분석, 단순회귀분석을 실시하였다. 이 연구에서는 모든 통계치의 유의수준을 .05로 설정하여 다음과 같은 결론을 도출 하였다. 첫째, 어린이수영장 서비스품질의 시설, 프로그램, 비용, 인적자원, 신뢰는 만족에 영향을 미치는 것으로 나타났다. 둘째, 어린 이수영장 서비스품질의 비용, 인적아원, 신뢰는 고객충성도에 영향을 미치는 것으로 나타났다. 셋째, 어린 이수영장 서비스품질에 대한 만족은 고객충성도에 영향을 미치는 것으로 나타났다.

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.

Among service industries of knowledge based economic era, the roles of educational service field are becoming more important and standard of educational service makes a direct effect on economic development and social growth. Therefore, accurate measurement of service quality is the most important assignment and the measurement of the service quality remains difficult assignment. So, this researcher classified quality attributes applying weighted value and found potential satisfaction level(PSL) and potential customer demand improvement index(PCDI) for trainees participating in national manpower business so as to suggest measurement of service quality and easiness of use and then, calculated satisfaction position and opportunity cost by quality factor with Taguchi’s loss fraction. And, improvable satisfaction level was measured, opportunity cost by degree of customer dissatisfaction was quantitatively measured, and a model that can indicate with economic factors was suggested. In addition, methodology of measuring quality cost that can be reduced by quality improvement and direction of strategic decision-making for deciding items to be improved preferentially were suggested with qualitative index that can indicate the degree of customers’ dissatisfaction by loss.

The purpose of this study was to investigate the effect of perceived risk, community usage motive, and price sensitivity of customers who purchase children’s wear directly from overseas on customer satisfaction. Specifically, this study is aimed at verifying the moderating effect of price sensitivity when perceived risk and community usage motive significantly influence customer satisfaction. A survey was conducted among consumers who experienced directly purchasing children’s wear from overseas and engaging in communities. A total of 415 questionnaires were distributed, which 41 responses were insincere and excluded; thus, 374 responses were analyzed. Results of this study are as follows. First, the analysis on how perceived risk and community usage motive influence customer satisfaction reveals the significant influence of economic and social psychological risk on customer satisfaction. Moreover, informational, recreational, and social emotional usage motive have a significant influence on customer satisfaction. Second, the effect of perceived risk and community usage motive on customer satisfaction based on different levels of price sensitivity was verified. As a result, delivery and economic risks affect customer satisfaction for consumers with high price sensitivity. Moreover, recreational usage motive has a significant influence on customer satisfaction for high price sensitive consumers. In conclusion, perceived risk negatively impacts customer satisfaction. Therefore, it is essential to provide a system that can reduce the perceived risk of consumers who purchase children’s wear directly from overseas.

Process Capability (Cpk) is a representative measure of how well the producer manages dispersion and bias for the specifications needed by the consumer. This is expressed as a ratio of 6 times the natural tolerance to the specification. As the producer manages the dispersion small, the capacity index becomes higher. And it is classified into 5 grades according to the degree of management. It is a measure of the quality of processes used in most industrial fields. However, Cpk is calculated by only reflecting the mean and dispersion of the process, there is a disadvantage that it can not give information about the economic loss caused by the inconsistency of the process with the target value. Overcoming these drawbacks, process capability indexes reflecting various types of loss functions such as Cpm, C┼pm and Cpl have been developed. However, all of these previous studies have applied the limit to the consumer specification, which is based on the traditional and passive quality perception that the quality characteristic should exist within the limits of the consumer specification. In this study, we will develop ‘Customer Satisfaction Quality Indicator (CSQI)’ which is a quantitative indicator that can be fully evaluated when the manufacturer’s specification limit, which is an aggressive quality strategy, is applied. This is expected to be useful decision information for both producers and consumers.

This study was conducted to examine the effects of Chinese perceptions of quality attributes on customer’s satisfaction, revisit intention and recommendation intention for coffee shops in Beijing, China. Subjects of this study included 200 customers who had visited a coffee shop at least once during the last year. Statistical analyses were performed using SPSS v23.0 and AMOS v21.0. In this study, the majority of customers visited a coffee shop once or twice a week with friends. Respondents preferred tall-sized warm coffee in the store. The coffee shop quality attributes of were derived from five exploratory factors identified upon analysis of 30 observational variables. It was important to maintain and strengthen the quality attributes of coffee shops in this area because IPA(Importance Performance Analysis) analysis showed that “Doing great, keep it well” part was a desirable area because it had high importance and performance. Finally, path analysis revealed that customer satisfaction was influenced by employee attitude and affected revisit intention and recommendation intention.

Quality management system is a systematic quality improvement approach for firm-wide management for the purpose of improving performance in terms of quality, productivity, organizational characteristics, customer satisfaction, and firm’s profitability. Recently, many researchers have examined the relationship between quality management system and firm’s performance. The conclusion from these studies is that effective implementation of quality management system improves firm’s performance. This paper extends the existing research on quality management system and firm’s performance by examining how the impact of quality management system on firm’s performance is moderated by organizational characteristics and customer satisfaction. The paper is organized as follows. Section 1 introduces the necessity and purpose of the research. Section 2 reviews quality management system and summarizes the results of previous studies. Section 3 present the proposed research model, the hypotheses related to the relationship between quality management system and firm’s performance. Section 4 provides results from the data analysis. Section 5 presents discussions, results, further implications, and research limitations. An extensive literature research was designed to identify and retrieve empirical studies relevent to develop the hypotheses. The objectives of this study identify the factors of quality management system on business performance. The results are as follows: First, The management responsibility, resource management and product realization influenced significantly on financial performance. The management responsibility and product realization influenced significantly on non-financial performance. Second, the research showed a fact that organizational characteristics and customer satisfaction effect as a moderated between quality management system and business performance. The implications of our results are that organizational characteristics and customer satisfaction moderate the firm’s performance.

최근 스마트폰의 보급 확대로 모바일 비즈니스가 활발해지고 있는데, 그 중에서도 모바일 쇼핑의 성장세가 가 장 두드러지고 있다. 모바일 쇼핑이 성장을 지속하기 위해서는 이용자들의 만족도가 중요하기에 본 연구에서는 여기에 영향을 미치는 요인들을 개인성향 변수를 중심으로 분석해 보았다. 이를 위해 한국, 중국, 미국, 일본 4개 국의 모바일 쇼핑 이용자 2000명을 대상으로 설문조사를 실시하였다. 스마트폰지식, 정보공유성향, 프라이버시 염려, 성별, 연령, 국적 등을 독립변수로 한 회귀모형을 구성하여 검증한 결과, 프라이버시 염려를 제외한 모든 변수가 모바일 쇼핑만족도에 유의한 영향을 미치는 것으로 나타났다. 즉, 스마트폰 지식과 정보공유성향이 높을 수록, 젊고 여성일수록 모바일 쇼핑만족도가 높게 나타났다. 또한 미국, 일본, 중국, 한국 순으로 모바일 쇼핑 만 족도가 높은 것으로 나왔다. 실증 결과를 토대로 하여 모바일 쇼핑업체는 어떤 소비자를 타겟으로 하여 전략을 펼칠 것인지에 대한 시사점을 제시하였다.

목적: 본 연구에서는 안경체인점에 근무하고 있는 안경사들을 대상으로 이들의 감성지능과 고객지향성, 고객만족과의 관계를 살펴보고자 하였다. 방법: 이를 위하여 감성지능과 고객지향성, 고객만족에 대한 선행연구들을 기반으로 연구모형을 설정하고 가설을 도출하였다. 이를 위하여 A안경체인점에 근무하고 있는 안경사 248명을 대상으로 설문조사를 실시하였으며 총 240부의 유효한 설문지를 이용하여 실증분석을 실시하였다. 결과: 첫째, 안경사들의 감성지능을 구체적으로 4가지 요인으로 세분화하고 고객지향성과의 관계성을 검증한 결과, 자기감성이해, 감성조절, 감성활용이 고객지향성에 정(+)의 영향을 미치는 것으로 나타났다. 둘째, 안경사들의 고객지향성은 고객만족에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 셋째, 감성지능과 고객만족간의 영향관계에 있어 고객지향성의 매개역할을 검증한 결과, 자기감성 이해만이 고객만족 간의 관계에서 부분매개역할을 하는 것으로 확인되었다. 결론: 연구결과에 따르면, 안경체인점 점주들은 안경사들의 인지능력뿐만 아니라 감성능력을 보다 개발하고 관리해줌으로써 더 높은 성과를 낼 수 있음을 인지하게 될 것이다.

The two purposes of this study were to understand service encounters in Korean restaurants by foreigners living in Korea and to examine the effect of service encounters on the customer's emotion feelings, customer satisfaction, and behavioral intention. Based on the reactions of a total of 614 foreigners obtained by empirical research, this study reviews the reliability and fitness of the research model, and verifies a total of 4 hypotheses using the Amos program. The hypothesized relationships in the model were tested simultaneously using a structural equation model (SEM). The proposed model provided an adequate fit to the data: χ2 683.466 (df=216), CMIN/df 3.164, RMR 0.095, GFI 0.911, AGFI 0.886, NFI 0.933, CFI 0.953, and RMSEA 0.059. As a result of empirical analysis, the physical environment, interactions with employees, and interactions with other customers were quantified as service encounter factors in Korean restaurants. These factors were indicated to have an influence on customer's emotion feelings. Also, customer's emotion feelings had a positive influence on customer satisfaction and behavioral intent. Limitations and future research are also discussed.

화훼장식이 돌잔치 고객의 만족도와 장소 재방문 의도 에 미치는 영향을 파악하고자 설문조사를 실시하였다. 설 문조사 대상자의 일반적 특징은 남녀나 기혼자와 미혼자 는 거의 비슷하였으나 연령은 20대와 30대가 주류를 이루었고, 학력은 대졸자가 가장 많았다. 요인분석 결과 7개의 중요 변수 즉, 화훼장식을 위한 디자인의 스타 일과 구성, 디자인의 조화와 색감, 접근성, 시설, 서비스와 가격, 만족도, 그리고 재방문 의도로 이론적 모형이 구성되었다. 모형화한 연구가설의 검증 결과에 대한 타 당성을 입증하기 위해서는 SPSS 14.0K를 이용하여 탐 색요인의 분석을 실시하였다. 연구 모형의 모든 인과 관계의 경로계수를 동시에 측정하기 위해서는 구조 분석 방법을, 타당성 평가를 위해서는 AMOS 7.0의 측정 모 형을, 그리고 자료 분석을 위해서는 기술적 통계, 빈도 분석, 크론바하 알파를 이용한 신뢰도 분석과 요인 분 석법을 이용하였다. 가설을 검증한 결과, 매개변수인 만 족도에 가장 큰 항목을 차지하는 항목은 화훼장식의 스타일과 구성이었으며, 그 다음으로는 화훼장식의 조 화와 색감이었다. 그리고 서비스와 가격은 만족도에 정의 영향을 미쳤으나 접근성과 시설은 만족도에 영향을 미 치지 않았다. 결과적으로, 돌잔치의 기획 및 연출을 위 해서는 화훼장식이 가장 중요한 변수라는 것을 의미하는 한편, 이 중요 변수를 잘 활용하면 고객의 만족도가 증 가하게 되고 만족도가 증가하게 되면 재방문 의도가 향상된다는 것을 의미한다.

In this paper, we propose development of new products including the proposed process of at the customer's requirements. The success of new product development depends on customer satisfaction in the marketplace. Existing product development process, including the customer's interest was weak. In this paper, we propose development of new products which include Kano's attractive quality factor method and Timko's customer satisfaction index method. Also we verified new medical treatment of incontinence-nency which is applied to the proposed process.

In this paper, we propose development of new products including the proposed process of at the customer's requirements. The success of new product development depends on customer satisfaction in the marketplace. Existing product development process, including the customer's interest was weak. In this paper, we propose development of new products which include Kano's attractive quality factor method and Timko's customer satisfaction index method. Also we verified new medical treatment of incontinence-nency which is applied to the proposed process.

The purpose of this study, where the subjects are people with the job related to cooking or are culinary expert, is to investigate factors that influence consumer's satisfaction on the tableware seen on broadcast, magazine, food service industry and/or other media. First, this study demonstrates three factors that influence on consumer's satisfaction : first factors of the shape, the color, the size of the tableware, second factors of the shape, the color, the quality of the food, third factors of the design, the color, and the quality of the tablecloth.Lastly, this study shows satisfaction that can be affected between the tableware and the food, between the food and the tablecloth, and between the tablecloth and the tableware.In conclusion, the primary factors that influence on consumer's satisfaction are the color of the food, tableware, and tablecloth, that reflects that visual role plays an important role in the food service industry. From now on. more study that will go into details is expected.

1990년대, 인터넷기술은 이미 사회발전 중에서 매우 중요한 역할을 하였다. 이에 따라 인터넷쇼핑도 신속한 발전을 전개하였다. 인터넷쇼핑이 이처럼 빨리 발전할 수 있는 것은 주요하게 선택의 범위가 넓고, 경쟁력이 있는 가격, 대량의 정보 및 제품 그리고 빠른 배송 등 편리성에 있다. 중국 E-business의 발전에 따라 중국의 인터넷쇼핑 사이트의 수량도 대폭 증가하였다. 인터넷쇼핑의 고객 만족도에 있어서 많은 학자들의 중시를 일으켰다. 종사자들은 인터

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

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