본 연구는 지역 문화예술공연장 규모에 따른 서비스품질과 관람만족의 차이 분 석, 그리고 서비스품질과 관람만족의 관계를 규명하고자 진행되었다. 이를 위해 공연장 서비스품질(유형성, 신뢰성, 응답성, 확신성, 공감성)에 대한 공연장 규모 별 차이, 그리고 관람만족에 영향을 미치는 공연장 서비스품질 요인을 파악하고자 설문조사를 통하여 연구가설을 설정한 후 진행하였다. 연구지역은 광주광역시와 전라남도 소재에 있는 문화예술공연장(소극장, 중극장, 대극장)을 찾아온 관람객 을 대상으로 불성실한 답변을 제외한 총 313부를 유효 표본으로 활용하였다. 분석 결과, 첫째, 공연장 규모에 따른 서비스품질 차이분석 결과 응답성, 확신성, 공감 성에서 소극장이 차이를 보이고 있었다. 둘째, 공연장 규모에 따른 관람만족 차이 분석 결과 소극장에서 관람만족이 가장 높은 것으로 나타났다. 셋째, 공연장 서비 스품질의 공감성, 유형성, 응답성, 확신성은 관람만족에 긍정적 영향을 미치는 것 으로 나타났다. 본 연구 결과는 지역의 문화예술공연장 규모에 따른 서비스품질 중요요인을 추출했다는 점에서 학술적, 현장적 의미가 있다고 할 수 있다.

This study investigated the influence of the quality of a business management consulting service and the mediating effect of utilizing a business management consulting service. For this purpose, data was collected from 200 self-employed workers of the Moonchang market in Dasejun, the Yongdap market in Seoul and the Jatgeoeul market in Gapyeong. The result of the study are as follows. First, it was found that the quality of interaction, the quality of the result and the quality of the physical environment have significant influences over peoples’ financial aptitude. Second, it was found that the quality of the interaction, the quality of the result and the quality of the physical environment have significant influences over peoples’ non-financial aptitudes. Thirds, the evaluation of a mediating effect of utilization of a business management consulting service on the relationship between the quality of a business management consulting service and business performance showed that it has a significant influence in all ways and so this, proved its mediating effect. Therefor, as one of the means to activate traditional markets in Korea, it would be beneficial to actively introduce a business management consulting service and this would achieve a better performance through efforts to change the perception of employees and consultants about post-management of business management consulting services.

Even in the business-to-business markets, service quality is becoming very important factor which determines success or failure of the long-term business relationship. Our study aims to reveal how such recognized B-to-B service quality influences on realizing the relationship between the customer and the supplier. We began this research with two main objectives: (1) develop the service quality scale to facilitate assessments of B-to-B service quality and (2) investigate the structural model which deals with the relation between the service quality and business relationship performance. Considering that most previous researches about service quality were conducted in the business-to-consumer(B-to-C) area, this study conceptualizes the various quality aspects of service that are considered in B-to-B market and proposes B-SERVQUAL model which is the detailed quality measurement scale of B-to-B service. We developed a measurement scale called B-SERVQUAL for B-to-B service quality and tested research hypotheses and structural model. We found that service quality has a positive effect on relationship bonding, indicating that the superior service quality of service providers leads relationship bonding with buyers. Five dimensions considered in this study bring not only structural bond but also the social bond that refers to the emotional bonding. Relationship bonding has a positive effect on commitment. Relationship commitment appeared to be an important factor that has a positive effect on relationship performance, which demonstrates the reduction of management cost through commitment. This study reflected the economic and convenience aspects of services that haven’t been highlighted in the previous studies in the business marketing area. This study has academic implications in that it reflected the economic aspects of services, which have been dealt with conceptually by some scholars such as profitability, productivity, and cost. From the viewpoint of B2B service providers, the B-SERVQUAL proposed in this study will be helpful guide for service providers to specifically identify the customers’ needs and manage their service quality in the business market.

본 연구는 합창공연 서비스 품질을 다차원으로 구분하여 각 품질차원이 관람 후 행동의도에 어떻게 영향을 미치는지 알아보고 또한 각 품질차원의 상대적 영향력을 알아보고자 하였다. 합창공연 서비스 품질이 관람 후 행동의도에 미치는 영향관계를 살펴본 결과, 결과 품질, 물리적 환경 품질은 관람 후 행동의도에 긍정적(+)인 영향을 미치는 것으로 나타났지만 상호작용 품질의 경우에는 영향을 미치지 않았다. 또한, 결과 품질의 경우 물리적 환경 품질 보다 관람 후 행동의도에 더 큰 영향을 미치는 것으로 나타났다. 물리적 환경 품질의 경우 세부품질인 공연장 중앙무대의 매력성, 공연장 안내표지 시설 용이성, 공연장 관람좌석 편안함, 공연장 실내온도 및 습도 적당함의 순서로 관람 후 행동의도에 긍정적(+)인 영향을 미치는 것으로 나타났다. 상호작용 품질의 경우 세부품질인 공연장 직원의 정중함, 공연장 직원의 친절함, 공연장 직원의 약속처리, 공연장 직원의 완벽한 업무처리 순으로 관람 후 행동의도에 긍정적(+)인 영향을 미치는 것으로 나타났다. 결과 품질의 경우 세부품질이 행동의도에 미치는 영향관계를 살펴본 결과 합창공연의 흥미성, 합창공연 지휘자의 인기, 합창공연의 쉬운 이해, 합창단 예술적 수준의 순으로 관람 후 행동의도에 긍정적(+)인 영향을 미치는 것으로 나타났다. 따라서 합창공연을 준비하는 조직과 합창단은 관객의 관람 후 긍정적인 행동의도 및 행동을 위해 무엇보다도 합창자체에 대한 관객의 재미와 흥미를 유발할 수 있는 요소가 가미될 수 있도록 노력하고 합창공연 지휘자가 관객의 인기를 얻을 수 있도록 합창공연을 구성할 필요가 있다.

Even in the business-to-business(B2B) markets, service quality is becoming very important factor which determines success or failure of the long-term business relationship. Considering that most previous researches about service quality were conducted in the business-to-consumer (B2C) area, this study conceptualizes the various quality aspects of service that are considered in B2B market and proposes B-SERVQUAL which is the detailed quality measurement scale of B2B service. Our study aims to reveal how such recognized service quality influences on realizing the relationship between the customer and the supplier. We began this research with two main objectives: (1) develop the service quality scale to facilitate assessments of B2B service quality and (2) investigate the structural model which deals with the relation between the service quality and business relationship performance. Service quality has a positive effect on relationship bonding, indicating that the superior service quality of service providers leads relationship bonding with buyers. Five dimensions considered in this study bring not only structural bond but also the social bond that refers to the emotional bonding. Especially, we assumed that the empathy quality, a human factor in service quality, plays an important role in binding sellers and buyers personally and emotionally. Technical quality and the process quality related to service delivery are closely associated with the technical level of the service provided, so the service quality structurally binds the relationship between companies. In addition, service quality has a greater effect on structural bond than social bond, which implies that service quality is emphasized as core elements that bring economic, strategic, technical, and organizational benefits in B2B trading rather than be seen as a catalyst to accelerate trading or supplementary elements to the products. Structural bond in relationship bonding is an antecedent of social bond. Relationship bonding has been studied in 2 categories traditionally. This study could identify a casual relation between them. The findings from the study demonstrate that the structural bond is developed when clear economic and managerial advantages exist for buyers, and then the social bond is formed based upon this. In other words, structural bond is a positive predictor of social bond or emotional bond. As suggested earlier, service quality has a greater effect on structural bond than social bond, which supports a structural casual relation in which the structural bond is accomplished first through service and then, based upon this, social bond is accomplished. Commitment appeared to be an important factor that has a positive effect on relationship performance, which demonstrates the experience and the reduction of management cost through commitment is the antecedent that brings the relationship performance which is defined as the degree of the effectiveness and efficiency from mutual organization exchange activities. Managerial implications and limitations of the study were also discussed in detail.

This paper study is to identify the effect of quality certification incentives regulations to a firm. The pur purpose of this study is to propose the right way of improvement and policy by conduct research for quality certification incentives regulations, which applied by public procurement service for office furniture. For more accuracy, this study analyze the result of questionnaire, visiting, telephone survey conducted by office furniture manufacturer those are registered in MAS (Multiple Award Schedule System)

This paper reorganized five service qualities dimensions of ski-resorts, then derived the improvement priority order of the service quality through a satisfaction measure considering the importance. There’re more competitive situations to guarantee custom

This study was conducted to investigate the effects of 6 Sigma on menu management, work commitment and quality in the culinary division of hotels and family restaurants. In addition, this study sought to identify the effects of menu management, work commitment and quality performance on customer satisfaction. Furthermore the relationship between menu management and culinary quality was evaluated here. The subjects evaluated in this study were employees of culinary division of hotels and family restaurants that implemented or were about to adopt the 6 Sigma program. A total of 385 questionnaires were analyzed using factor analysis, a reliability test, and covariance structural analysis. The results revealed that the 6 Sigma program influenced menu management, work commitment and culinary quality. Moreover, menu management, work commitment and culinary quality performance were found to impact customer satisfaction and culinary quality performance. Based on these findings, culinary divisions of hotels and family restaurants should incorporate the 6 Sigma program as soon as possible. To implement this program, faultless data for the 6 Sigma program should be collected using sufficient preparation procedures. After the data were collected, a task force team should be developed, experts should be cultivated and employees should be trained as necessary. Finally, the current level of product and services should be measured and reported to all employees in the culinary division and a challenge spirit should be brought with understanding for the reason for implementation of the 6 Sigma program. In implementing the 6 Sigma program, the leadership of the top manager and the head of the culinary division is very important.

In order to advance the service quality of education, the study is to takes measures on the satisfaction of teachers who are really important personnel resources and can be said internal customers of the education system. Previous studies on the service quality show that most of them focused on students, particularly on the improvement of their satisfaction. Therefore the study tried to measure the satisfaction degrees of teachers, so that it might seek ways for the advancement of the teaching environment and teaching service quality, for which it has utilized the Performance Model developed by Hung et al.(2003). For the purpose, surveys were conducted on 303 teachers of elementary schools and the collected data were analysed with SPSS statistic programme and the Performance Model. As a result a total of 18 items are mentioned as those to be improved. They include : Education Environment, Workplace Conditions, Performance Reward, Budget Arrangement, Welfare System. They are closely related with the two items of Performance Reward and Welfare System. In conclusion, it is confirmed that teachers who belong to the provincial office of education in Gyeongsangbuk-do want the same level of performance reward with that of the other professional groups and they also want to enjoy such a welfare as academic fees for the children who studies at colleges and graduate schools. Therefore it is necessary to improve such complaints that it would give satisfaction to the teachers, the internal customers of the education organization.

As the telecommunication technology and internet have prevailed in the world, the training systems for companies, distance-education system and e-learning system, change dramatically in order to overcome the environmental uncertainty and strengthen the core competency. There are two kinds of training systems: Web based training and postal service based training. In this paper, the service quality factors for postal service based training system are obtained by reviewing literature and survey. Then, the effect of service quality factors on educational performance is investigated by developing and analyzing 16 research questionnaires. The significance of educational effect is tested according to the characteristics of learners and training system, the level of learners' positions and educational curriculum.

This study aims to analyze the relationship of e-HRM implementation to employee performance both directly and indirectly through the intervening of the Human Resource service Quality variable, both practically and theoretically. This study uses variance-based structural equation modeling (SEM) techniques with partial least square (PLS) statistical testing tools to test the direct relationship of e-HRM and the performance and relationship moderated by Human Resources service quality tested on 200 civil servants in five offices under the coordination of the Government of the South Sulawesi Province of Indonesia. The data collection model in this study uses an online survey. The data analysis stages through the explanatory concept consist of, first, the interpretation of the distribution of the average frequency of respondents’ answers; second, outer-loading; third, determination of the validity and reliability; fourth, the coefficient of determination test and partial test; fifth, the GoF model; sixth, validity test; and seventh, hypothesis testing. This study explores four hypotheses in a comprehensive fashion; the results of this study show that all hypotheses have positive and significant effects both through direct and intervening relationships. Among the three direct relationships, the relationship of e-HRM variables on HR Service Quality is greatest and most dominant.

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.

This study aims to propose an assessment tool of port service quality (PSQ) in the context of container transport logistics (CTLs), by taking the perspectives from port users. The CTLs defined in this study are the relevant activities of serving the physical flows of a container box from a point of origin via a container port to a point of destination. To address the ports’ role in collaboration between its channel members in CTLs, the PSQ measures for all port user groups (i.e. common PSQ measures) are selected based on the relevant CTLs activities involved by port, and its users within terminal/port area as well as throughout the CTLs chain. An importance-performance analysis (IPA) is applied as a diagnostic tool to analyse the status quo of Busan Port in CTLs contexts, by comparing the importance and performance (IP) scores against each individual CTLs criterion. The findings from the IPA reveal that port managers and policy makers at the Busan Port should concentrate on six PSQ measures (i.e. SR1, SR4, ITS1, VAS1, VAS4, ICI3) to enhance PSQ in CTLs. However, four measures (i.e. ITS2, ITS3, ITS4, VAS2) are identified as a possible overkill, indicating an area of inefficiency where a remedial action of the cost-cutting decision is necessary. On the other hand, the Busan port shows an outstanding performance on four measures such as SR2, SR3, ICI1 and ICI2. The measures are not only important but also high performance. The study findings provide managerial guidance to port managers in Busan Port, in view of searching for managerial and operational strategies for sustainable port growth.