In this study, two things were analyzed for Korean Standards certification factory review evaluation items. First, it was examined whether there is a difference between the Practice of factory review evaluation items and Post-Management according to the change in perception of the factory review evaluation items of Korean Standards certification personnel. Second, the moderating effect of the Korean Standards certification personnel's perception of the effect of the Practice of the factory review evaluation items of Korean Standards certification personnel on Post-Management was verified. Although there is a statistically significant difference between Practice and Post-Management according to changes in perception of Korean Standards personnel, there is no statistically significant difference in the impact (slope) of Practice on Post-Management according to changes in perception of Korean Standards certification personnel. As the perception of factory review evaluation items increases, the Practice and Post-Management of factory review evaluation items are increasing, but the impact of the Practice of factory review evaluation items on Post-Management does not affect it. In order to further advance Korean Standards certification, which plays an important role in maintaining the quality level of products produced by companies, efforts to raise the level of perception of Korean Standards certification personnel are considered necessary.

Local consumption is considered to have a positive environmental and social impact. A new supply chain strategy has been devised to provide small and medium-sized local farms with enhanced efficiency and accessibility: a bidirectional distribution. Bidirectional distribution is a practice of backhauling local produce on emptied wholesale trucks for redistribution through wholesale markets while employing the existing network of rural stores and wholesale suppliers. Building on the cue utilization theory, this study investigated the effect of product information about bidirectional distribution on consumers’ perceived environmental value, personal well-being value, quality beliefs, and community social and economic value.

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’.

Indoor air quality management is essential for a healthy life. However, it is difficult to perceive, detect, and monitor the level of indoor air pollution and this means that it is possible to be exposed to more pollution indoors than outdoors. In this study, in order to derive effective indoor air quality management measures, public perceptions and behavioral characteristics regarding indoor particulate matter and air quality management methods were investigated through a survey of 1,000 people. Based on the survey, it was found that most of the respondents had a negative perception of the indoor air quality of their residence, and natural ventilation was the most used method for indoor air quality management. Although the frequency of use of air quality management devices such as air purifiers and mechanical ventilation systems was relatively low, their effect regarding air quality management was positively perceived. In particular, the results of survey indicated that respondents of families which included members with fragile health engaged in more active behavior regarding in indoor air quality management than those respondents whose family members had no health issues and that the former have used air quality management devices more frequently. Therefore, it is necessary to develop proper guidelines to encourage more people to actively participate in improving indoor air quality.

In this paper, we conducted a survey to reveal the general perception of parents toward outdoor air quality, particulate matter (PM), and indoor air quality (IAQ) at schools where their children attend. A total of 1,030 parents participated in this survey, where the age of their children ranged between 7 years to over 19 years of age. Each participant was either a member of a non-governmental organization (NGO) with a keen interest in air quality or an ordinary public panel member with less interest. The result of the survey indicated that the participants had a negative perception of air quality, and parents believed that the outdoor and indoor air is extremely polluted. The participants pointed out that they believe that the main reason for the pollution is due to particulate matter (PM) and school classrooms are the location where their children are exposed to PM the most. Based on our study, the majority of the participants prefer a mechanical ventilation system to reduce indoor air pollutants in schools. Our study should be referred to by school officials in order to maintain IAQ and as a way of addressing the concerns of parents who want to protect their children’s health.

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.

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.

This study focuses on the effectiveness of two commercial stimuli: displays and advertising flyers. While displays work within the point of sale and trigger a more immediate and impulsive purchase decision, advertising flyers work out of the point of sale and, therefore, favor a more reasoned purchase decision. It is used the cue utilization theory that distinguish two dimensions for perceived quality, extrinsic quality (linked to the brand) and intrinsic quality (related with internal product characteristics), in order to analyze the role of quality perception in determining the effectiveness of both commercial incentives for selling products that induce high purchase involvement and perceived risk. The empirical analysis focuses on computer products sold by one of Europe’s largest computer retailers and, combines scanner, observational and survey data. The results show that both dimensions of quality perceptions moderate the influence of displays and advertising flyers on sales, but their impact differ on each commercial stimuli. Extrinsic quality perception increases to a greater extent the effect of displays which is linked to unplanned purchases. However, intrinsic quality perceptions improves to a greater extent the effect of advertising flyers, which encourage are related more closely to planned purchases.

The purposes of this study was to identify the level of satisfaction with the food quality in a company cafeteria located in Daejon. 400 people were given questionnaires, of which 341 questionnaires were returned for analysis (90.25% response rate). Our results show, 85.63% of customers eat at the cafeteria more than 3~4 times per week. 48.68% of people surveyed chose their meal based on the proximity when they enter the cafeteria. 39.59% said the most important factor for eating at the cafeteria was taste. 33.72% said it was quality. The type of food that was leftover the most was ‘Guk’ (soup). 52.20% said ‘Guk’ was leftover due to the awful taste. Food quality (34.60%) and taste (34.02%) required the most improvement according to those surveyed. Additionally, we divided food quality into 3 factors: ‘sanitation & service’, ‘food’, and ‘menu composition’. People who marked down ‘no other place to eat’ was the reason they ate at the cafeteria also had the lowest satisfaction scores across all items (p<0.001). Improving the ‘Guk’ and ‘meat’ was rated as the most important criteria to improve satisfaction with leftover food. Unsurprisingly, the ‘taste’ of leftover food had the lowest satisfaction scores. Those who had the lowest quality satisfaction scores also wanted to improve ‘taste’, ‘quality’ and ‘sanitation’ the most (p<0.001). Based on these findings, the foodservice manager can increase the overall satisfaction with the cafeteria food by focusing on improving the taste, quality and sanitation of the food that it serves.

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 attempted to understand the perception and the degree of trust that consumers had in the national agricultural food accreditation system, to inquire into and examine the consumers' perception of traditional food quality certification performed for the protection of excellent traditional food, and to propose the right direction for the policies on the traditional food quality certification system and the plans to improve consumers' perception of the system. According to the results of this survey performed in married women, based on the 'the recognition of accreditation system' and 'the recognition of certification marks' of 'the seventh national agricultural food accreditation system' presently being used by the Ministry for Food, Agriculture, Forestry and Fisheries, the household food purchasers showed high recognition for eco-friendly agricultural product accreditation, processed food KS certification, and organically processed food certification in that order. Meanwhile, it was shown that they indicated low recognition for the traditional food-related accreditation systems such as 'traditional food quality certification' and 'food grand master'. It was found that reliability of the certification mark provided by the agricultural food accreditation system gained 3.54 points (on a 5-point scale), and 68.1% of the study subjects referred to the certification marks while purchasing agricultural foods. And most of them answered to the question of 'why they referred to the certification marks' saying that it was done 'to choose safe food'. The most frequent answer to question of 'the means to recognize the traditional food quality certification system' was 'broadcasting, advertising'. 57.3% of the subjects had a previous experience of buying a product certified by the traditional food quality certification system, and 93.2% of all the subjects had the intention to buy a product certified by the traditional food quality certification system later. And most of them answered that 'strengthening government policies' would be the most ideal way to inform the public of the traditional food quality certification system. According to the results of this study, while 'relying on the traditional food quality certification system in general' was relatively high among the consumers, 'intention to buy quality certified products by visiting a distantly located store' was low; thus, from this analysis, it can be seen that there is a need for diversification of places selling these quality certified products and to establish a distribution network for these products.

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'.

목적 : 본 연구는 건강한 노인들의 건강지각과 삶의 질을 조사하고 서로의 관계를 분석하는 것이다. 또한 건강지각과 삶의 질에 영향을 주는 요인들을 밝혀서 노인 삶의 질을 향상 시키는 전략을 세우는데 기초자료를 제공하기 위함이다. 연구방법 : 이를 위해서 대구시의 대표적인 노인관련기관 3군데의 건강한 남녀노인 553명을 대상으로 노인의 주관적 건강상태와 가장 선호하는 제품을 조사하는 질문지를 통해 건강지각을 알아보았다. 그리고 노인 삶의 질을 알아보기 위해 관련연구에서 사용한 네 가지 차원으로 구성된 삶의 질 척도를 사용하였다. 결과 : 노인들은 자신의 건강상태를 보통정도로 인식하였고 미래 활동에 대한 건강은 보통이하의 점수를 보였다. 삶의 질은 주관적 건강상태와 상관관계가 있었고 사회인구학적 요인 중에 경제적 수준이나 교육 수준과 상관성이 있음을 보였다(p < .01). 결론 : 노인의 건강지각의 향상은 노인 삶의 질에 긍정적인 영향을 준다. 노인 삶의 질을 조사하기 위해서는 노인건강, 경제수준, 교육 수준을 함께 분석하여야 한다. 본 연구의 결과를 시작으로 노인 삶의 질 향상과 건강 상태를 높이는 전략 개발을 위한 연구를 시행해야 할 것이다.

The purposes of this study were to analyze importance and performance for coffee quality attributes based on customers according to their consumption types; and provided ideas and marketing strategies to increase sales through IPAs (Importance-Performance Analysis). University students in Incheon were conducted a survey from March 13, 2007 to March 31, 2007. As for a quality attribute with the highest importance, the survey showed 'price' was important for 「vending machine coffee」, and 'taste' was important for 「commercial coffee」, and 「coffee house coffee」. And 'thirst relief' was found to have the lowest importance for three types of coffee. As for a quality attributes with the highest performance, the survey showed 'taste' was important for 「coffee house coffee」 'price' was important for 「vending machine coffee」; and 'period of circulation' was important for 「commercial coffee」. IPA results for coffee quality attributes also showed quality attributes that should be improved quickly for each type of coffee: 'hygiene', 'safety', 'period of circulation', and 'package' were for 「vending machine coffee」; 'price' and 'freshness' were for 「commercial coffee」; and 'price' and 'period of circulation' were for 「coffee house coffee」.

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.