This study compares and analyzes changes in users’ perceptions of industrial catering food service quality before and after COVID-19. The survey enrolled 226 subjects at five industrial catering establishments in Seoul and Gyeonggi Province; a total of 204 customers with complete data were included in the final analysis. Factor analysis was conducted to verify convergence validity and construct reliability; results pertaining to ‘service and environmental hygiene’ and ‘quality of food’ were extracted. Among the general variables of food service quality, differences were obtained in the user’s perceptions of food service qualities according to gender, education, and marital status. Our results revealed that women, low education, and married people perceived significant differences in all attributes before and after COVID-19. Additionally, varied altered perceptions were determined for service quality according to the occupations of the subjects. However, no differences were obtained for pleasant dining environment in the ‘service and environmental hygiene factor’ and variety of desserts in the ‘food quality factor’.

The purpose of this research is to examine the mediating effect of enterprise competitiveness on the relationship between operational service quality management and customer perception level of freight forwarders’ services in East Coast region of Peninsular Malaysia. Data were collected from 106 customers of freight forwarders through accessible random sampling method. Usable data were analyzed through Partial Least-squares Structural Equation Modeling (PLS-SEM) approach using Smart PLS-SEM software version 3.2.8. The validity of the survey questionnaire was confirmed using content validity, structural validity and expert validity. The results revealed that operational service quality management influences customer perception toward service providers’ services. Meanwhile, enterprise competitive mediates the relationship between operational service quality management and customer perception on service providers’ services. The enterprise competitiveness was found to be a driver for better customer perception on freight forwarder service providers. Besides, it has a strong mediating effect which ultimately effect on both customer perception level of satisfaction and could enhance customer perception on operational service quality management through words of mouth. These findings would therefore offer the freight forwarders’ management teams a new perspective in developing a better operational service quality management strategies and practices with emphasis on enterprise competitiveness. It also demonstrates the significance of enterprise competitiveness in donimating towards consumer perception in service preference and future repurchase intension.

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.

본 연구에서는 무용장르별 무용학원의 서비스품질에 대한 수강생의 지각차이를 알아보기 위해 서울시와 경기도에 소재한 사설무용학원의 수강생을 대상으로 385명의 자료를 최종분석에 적용하 여 연구결과를 도출하였다. 연구의 목적을 달성하기 위해 먼저 무용장르를 순수무용(발레, 현대무용, 한국무용)과 생활무용 (요가, 재즈댄스, 벨리댄스, 스포츠댄스 등)으로 구분하여 무용학원의 서비스품질에 대한 수강생들 의 지각을 연구하고자 하였다. 또한 무용학원의 서비스품질, 지각된 성과, 행동의도와의 관련성을 구조적 인과모형으로 제시하여 그 전체모형의 인과관계를 증명하였다. 그 결과는 다음과 같다. 첫째, 무용장르에 따라 무용학원의 서비스품질, 지각된 성과, 행동의도 등에 대한 지각적 차이 를 보이는 것으로 나타났다. 둘째, 구조적 인과모형에서 서비스품질, 지각된 성과, 행동의도 등의 전체모형에서 선행요인과 후행요인들과의 인과적 관련성을 보이는 것으로 나타났다.

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.

This study examines the impact of the perception that employees of contract foodservice management companies have of internal marketing on service quality. Questionnaires were delivered to 291 employees employed in foodservice management companies. High perception item of internal marketing was 'value of formula education program' (3.36 points), whereas 'adequate allowance disbursement' (2.62 points) and 'various vacation benefits' (2.66 points) scored low. High service quality items for customers were 'kindness to customers' (3.89 points) and 'willingness to help customers' (3.89 points), whereas 'comprehension of customers' special requests' (3.63 point) and ['meeting customer expectations'] (3.64 points) scored low. The internal marketing conceived by employees of contract foodservice management companies has a positive influence on service quality. The most influential internal marketing variable to affect service quality was 'communication' followed by 'education/environment' and 'fringe benefits/[decisive] delegation'.

Service quality of any institution is a pull factor for attracting and retaining the customer. The present study examines the customer satisfaction level toward the quality of service offered by the Islamic banks in Oman. It also aims to find out which dimension influences customer satisfaction more concerning the other dimension chosen for the study. To fulfil the need of the study, a structured questionnaire is distributed amongst 100 customers of Islamic banks. The random stratified sampling technique is used for the collection of the data. The collected data is analyzed using the correlation and the multiple linear regression techniques. The result of the study indicates that timely service provided by the banking personnel has a mean score of 4.57, bank staff readiness to serve the customer has a mean score of 4.36, and the security of the banking operation has a mean score of 4.37 occupies the highest rank in their respective dimension chosen for the study. The study reveals that all three dimensions of quality of service represented by Services Reliability, Services Responsiveness and Services Security have a positive and significant correlation with customer satisfaction. The regression results also indicate that all three dimensions influence customer satisfaction of the Islamic banks.

부산항 신항 배후단지에는 56개 물류센터가 운영되면서 개장 초기 대비 많은 수의 물류센터 운영과 전반적인 산업 경기 위축으로 물동량이 다소 감소하고 있다. 이로 인해 물동량 유치를 위한 물류센터 간 경쟁이 일어나고 있는 상황이다. 본 연구에서는 이러한 시장 상황 에서 물류센터가 구비하고 있는 여건은 대동소이하므로 화주들은 물류센터를 결정하는데 있어 저단가 외에 어떠한 차별화된 서비스를 원하 는지 실증분석을 통해 알아보고자 한다. 현재 물류센터의 서비스품질과 관련한 연구는 부족한 실정이다. 이에 본 연구에서는 기존의 서비스품질 이론을 물류센터에 적용하여 물류센터 서비스품질의 요인을 구성하고 이들 요인이 물류센터 서비스에 대한 고객만족과 구전의도 및 재이 용의도에 어떠한 영향을 끼치는지를 분석하였다. 분석 결과 물류센터 서비스품질은 유형성, 신뢰성, 공감성, 확신성, Know-How의 5가지 차원으로 구성되었으며, 회귀분석 결과 이들 요인은 고객만족에 유의한 영향을 미치는 것으로 분석되었다. 또한, 인지된 고객만족은 구전의도와 재이용의도에 유의한 영향을 미치는 것으로 분석되었다.

Purpose - This study aims to provide a clue on which factors current managers and many more potential entrepreneurial applicants were required to concentrate on presenting effective research methods in the effects of purchasing companies' perception of service quality about suppliers of MRO industrial goods on the quality of relationships. Research design, data, and methodology - To accomplish the purpose of this study, we plan to conduct a research model with factors of MRO service quality as the leading variables and conduct a causal analysis using regression analysis on their influence relations. Results - In order to achieve the above purpose, it is necessary to select service quality factors suitable for the characteristics of MRO industrial goods supplier companies. And it is necessary to develop a plan for improving the relationship quality with buyer companies by understanding the sales orientation of MRO industrial goods supplier companies. Also, they develop a combined strategy capable of facilitating relationship quality by clarifying the role of rapport. Conclusions - It is expected that these results will provide strategic clues which service quality factors should be improved from the perspective of supplier companies and will provide various information on educational training sales skills of the sales staff.

The purpose of this study is to explore the nature of the relationship between several factors representing perceived port service quality and the adaptability to the marketing strategy of container terminal. An empirical study was carried out to examine not only the determinants of port service quality using PZB's SERVQUAL model but also its implications to the service marketing strategy. The data investigating the determinants of port service quality were collected from 136 managers from shipping companies by the use of questionnaire method. Factor analysis and t-test were carried out to analyze the data. The results of this study were as follows ; First, Shipping companies perceive the port service quality on two the dimensions of personnel and material aspects. Second, Shipping companies put more emphasis on the reliance of port service quality even though the port authority offers good facilities and materials as parts of port shipping quality. Third, There is a significant relationship between the purchase intention and the customer satisfaction. These findings help not only to formulate service marketing strategy based on service quality but also to be a concept tool to enhance port service quality.