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메타분석을 통한 SERQUAL모형과 3차원 서비스품질 모형의 비교 : 000산업에서 고객만족의 매개효과
홍승배,김계수 한국고객만족경영학회 2023 고객만족경영연구 Vol.25 No.4
The purpose of this study is first to confirm the importance of the role of each factor in the service quality model, the differences in the roles among the models through effect size and framework analysis, and to analyze the validity of the relationship between service quality, customer satisfaction, and loyalty for the 000 industry. Lastly, through meta-analysis and structural equation modeling, this study aims to confirm the effect sizes between variables and assess the impact of quality sub-factors on customer satisfaction and loyalty. As a research methodology, a meta-analysis was conducted using R on 57 papers applying two service quality models in the 000 industry from 2003 to August 10, 2023. When conducting a meta-analysis of empirical studies (at a significance level α=0.05) based on the research results, it was observed that within the SERVQUAL sub-factors, tangibility and reliability had a significant impact on loyalty by fully mediating customer satisfaction. In contrast, responsiveness and empathy were found to have a positive effect on loyalty by partially mediating customer satisfaction. However, assurance was not statistically significant for both customer satisfaction and loyalty. Moving on to the sub-factors of the three-dimensional service quality model, it was analyzed that physical environmental quality and outcome quality had a significant impact on customer loyalty by fully mediating customer satisfaction, whereas interaction quality was found to have a significant impact on customer loyalty by partially mediating customer satisfaction. Among the sub-dimensions of the two models, the quality of service experienced by customers on-site is crucial. Additionally, customer satisfaction plays a vital mediating role between sub-dimensions of service quality and customer loyalty. This provides valuable insights for companies in the 000 industry regarding customer relationship management and service quality improvement.
3차원 서비스품질 모델을 적용한 서비스품질, 고객만족, 고객충성도와의 관계 연구 : 디에떼에스프레소 커피전문점을 중심으로 PLS-SEM 분석
홍승배,김계수 한국고객만족경영학회 2023 고객만족경영연구 Vol.25 No.2
This study aims to investigate the relationship between service quality, customer satisfaction, and customer loyalty using the three-dimensional service quality model. The research focuses on De été Espresso, a coffee specialty shop, and employs the PLS-SEM (Partial Least Squares Structural Equation Modeling) technique for data analysis. The three-dimensional service quality model includes the dimensions of physical environment quality, interaction quality, and outcome quality. These dimensions are examined in relation to customer satisfaction and customer loyalty. By analyzing the impact of each dimension on customer satisfaction and the subsequent influence of customer satisfaction on customer loyalty, this study seeks to provide insights into the factors that contribute to customer loyalty in the context of a coffee specialty shop. The data for this study were collected through a survey conducted among customers who visited De été Espresso. The survey responses from 183 participants were then analyzed using PLS-SEM, which is well-suited for research models with non-normal data distributions and smaller sample sizes. The findings of this study indicate that all three dimensions of service quality, namely physical environment quality, interaction quality, and outcome quality, have a significant impact on customer satisfaction. Among these dimensions, outcome quality was found to have the most substantial influence on customer loyalty. However, it was observed that physical environment quality and interaction quality did not significantly affect customer loyalty. Moreover, customer satisfaction was identified as a crucial mediator in the relationship between service quality and customer loyalty. The results suggest that enhancing customer satisfaction through improving service quality, particularly in terms of outcome quality, can lead to increased customer loyalty in the coffee specialty shop context. This study contributes to the understanding of the dynamics between service quality, customer satisfaction, and customer loyalty, emphasizing the importance of a three-dimensional approach to service quality assessment. The findings provide practical implications for coffee specialty shops and other businesses in developing strategies to enhance customer loyalty through effective service quality management.
홍승배(Seung-Bae Hong),최성환(Sung-Hwan Choi),이현승(Hyun-Seung Lee),지윤철(Yoon-Cheol Ji),김영만(Young-Man Kim),김기태(Ki-Tae Kim),심은보(Eun Bo Shim) 대한기계학회 2014 대한기계학회 춘추학술대회 Vol.2014 No.11
Electric shock can terminate reentrant wave or fibrillation in ventricle. The goal of the present study is to examine the effect of shock strength on defibrillation efficiency. For this purpose, we developed a computational model of virtual defibrillation based on a realistic 3D geometry of canine ventricles. The ventricles were electrically paced by virtual electrodes, and then truncated-exponential monophasic and biphasic shocks with varying shock strength are applied via external electrodes. This study used bidomain method to simulate electric wave phenomena in ventricles, and a finite element method with Galerkin approximation is used to discretize the 3D domain spatially. We applied effective strength of monophasic and biphasic shocks to the ventricular fibrillation model and observed whether the fibrillation is terminated or not by the specific strength of the imposed electric shock.