스포츠 이벤트 품질이 참가자의 관계품질에 미치는 영향

석창혁(Seok, Chang-Hyeok),조태수(Cho, Tae-Soo) 한국체육과학회 2020 한국체육과학회지 Vol.29 No.4

The purpose of this study was to present the ultimate direction for the services that sports events should pursue and to provide the basic data necessary for participants to regenerate into the desired events by confirming how the quality of sports events affects the relationship quality of participants. Frequency analysis, reliability analysis(Cronbach"s α), correlation analysis, confirmatory factor analysis, and structural equation model analysis were conducted using SPSS WIN Ver. 20.0 and AMOS 20.0 programs. The results are as follows. Sports event quality(environment quality factor, interaction factor, result quality factor) had a positive effect on trust factor. Sports event quality(physical environment quality factor, interaction factor, result quality factor) had a positive effect on flow factor. Relationship quality factors(trust factor, flow factor) had a positive effect on satisfaction factor.

공연예술서비스가 고객만족과 재구매 활성화 의도에 미치는 요인에 관한 연구

정제윤,박현숙 한국유통과학회 2012 유통과학연구 Vol.10 No.10

Purpose - This study was conducted to evaluate service quality, perceived value, and satisfaction in the performing arts in order to establish a system of relationships that predicts repurchase intention, which increasingly needs to be studied as the domestic performing arts market grows. Research design, data, and methodology - Another purpose of this study is to identify ‘work-related factors’ and ‘performing-arts-related factors’ in the performing arts industry, and to observe the influence of the core SQ factors expected to influence audiences’ purchase intentions through perceived value and customer satisfaction. The empirical study to test the hypothesis was based on a review of the literature and employed the survey method; data were collected from a total of 500 audience members. Results - The major results of the analysis are as follows. First, in terms of quality factors affecting perceived value, literary quality, level, professionalism, and musical quality were shown to have a significant influence as key factors from the performing arts perspective, while reliability, convenience, and related costs were indicated to exert a significant influence as additional factors related to work. Secondly, the quality factors with a significant influence on customer satisfaction were literary quality, professionalism, and musical quality, which were shown to have a significant influence from the performing arts perspective, while only reliability was indicated to exert a significant influence on work-related factors. Third, perceived value was shown to have a strong positive (+) influence on customer satisfaction, with both perceived value and customer satisfaction exerting a significant influence on the revisit intention. Finally, according to the results a difference analysis with demographic variables, viewing variables as moderating variables, differences according to gender were indicated in the influence of literary value and lel on perceived value, and in the influence of convenience and professionalism on customer satisfaction as well. Also, in terms of the influence of perceived value on customer satisfaction, males were found to be more influenced than females. Conclusions - Based on the above results, the suggested implications of the present study are as follows. First, through the consideration of not only the crucial work perspective in performing arts services, which has been inadequate in the past, but the additional performance-related level, the previously unevenly distributed viewpoints were expanded for application. Second, in verifying the relationship between expanded quality factors and the factors that determine consumer behavior while simultaneously considering key factors and additional related factors, work-related service quality factors were shown to exert a stronger influence on perceived value and customer satisfaction than performance-related factors. Third, for service factors related to performance, the reliability factor exerts an influence on perceived value and customer satisfaction, requiring that a performance planner secure and manage diverse channels to immediately support customer requests in providing performance theater services.

삶의 질에 영향을 미치는 개인 및 지역사회 수준의 관련요인

김민경,탁양주,강길원,홍주연 한국자료분석학회 2017 Journal of the Korean Data Analysis Society Vol.19 No.2

본 연구는 개인요인과 지역사회요인이 건강관련 삶의 질에 미치는 영향을 알아보는데 목적이 있다. 연구방법은 2013년, 2014년 지역사회건강조사 자료와 통계청 시군구별 2차 자료를 사용하였고, EQ-5D지수와 개인요인 및 지역사회요인을 구분하여 다수준분석을 실시하였다. 연구결과 성별에 따른 건강관련 삶의 질은 남자 평균 0.94, 여자 0.90으로 남자가 여자보다 건강관련 삶의 질이 높았다. 또한 남녀 모두 나이, 세대유형, 만성질환이 있는 경우, 실업률, 교통사고발생건수가 건강관련 삶의 질에 음의 연관성이 있었고, 교육수준, 배우자가 있는 경우, 재정자립도, 범죄발생건수가 건강관련 삶의 질에 양의 연관성이 있었다. 소득수준은 일정소득을 기점으로 건강관련 삶의 질이 감소하였으며, 여자의 경우만 인구밀도가 높을수록 건강관련 삶의 질이 낮았고, 도시공원조성면적이 높을수록 건강관련 삶의 질이 높았다. 본 연구는 건강관련 삶의 질이 개인요인에 비하여 지역사회요인이 미치는 영향은 적지만 지역사회요인 또한 중요한 요인으로 작용한다는 것을 확인하였으며, 향후 건강관련 삶의 질에 영향을 미치는 여러 요인들을 반영한 다양한 접근방법이 필요하다. This study aims to examine the effects of individual and community factors on the health-related quality of life. As a method of study, second data of 2013-2014 community health survey and Statistics Korea by City·Gun·Gu public office were used and a multi-level analysis was conducted after separating EQ-5D index, individual factor and community factor. As a result, in terms of the health-related quality of life according to gender, the quality of men was better than that of women, with men’s average score being 0.94 and women’s average score being 0.90. Also, for both men and women, age, generation type, having chronic disease, unemployment rate, and the number of traffic accidents were negatively associated with the health-related quality of life, and education level, having a spouse, financial independence rate, the number of crimes were positively associated with the health-related quality of life. For an income level, the quality of life declined starting from a regular income. Population density and urban park ratio were positively associated with the health-related quality of life only in female. This study identified that though the effect of a community factor on the health-related quality of life is limited compared to an individual factor, a community factor is also a significant factor.

The Quality of Life of Hemodialysis Patients Is Affected Not Only by Medical but also Psychosocial Factors: a Canonical Correlation Study

김경민,강건우,우정민 대한의학회 2018 Journal of Korean medical science Vol.33 No.14

Background: The quality of life (QoL) of patients with end-stage renal disease (ESRD) is ver poor, plausibly due to both psychosocial and medical factors. This study aimed to determin the relationship among psychosocial factors, medical factors, and QoL in patients with ESR undergoing hemodialysis (HD). Methods: In total, 55 male and 47 female patients were evaluated (mean age, 57.1 ± 12.0 year The QoL was evaluated using the Korean version of World Health Organization Quality of Lif Scale-Abbreviated Version. The psychosocial factors were evaluated using the Hospital Anxie and Depression Scale, Multidimensional Scale of Perceived Social Support, Montreal Cogniti Assessment, Pittsburgh Sleep Quality Index, and Zarit Burden Interview. The medical factors were assessed using laboratory examinations. Correlation and canonical correlation analyses were performed to investigate the association patterns. Results: The QoL was significantly correlated with the psychosocial factors, and to a lesser extent with the medical factors. The medical and psychosocial factors were also correlated. Th canonical correlation analysis indicated a correlation between QoL and psychosocial factors (1st canonical correlation = 0.696, P < 0.001; 2nd canonical correlation = 0.421, P = 0.191), but not medical factors (1st canonical correlation = 0.478, P = 0.475; 2nd canonical correlation = 0.419, P = 0.751). The medical and psychosocial factors were also correlated (1st canonical correlation = 0.689, P < 0.001; 2nd canonical correlation = 0.603, P = 0.009). Conclusion: Psychosocial factors influence QoL in patients with ESRD, and should thus be carefully considered when caring for these patients in clinical practice.

건설 산업에서 이해관계자들의 인식 부합이 프로젝트 성과에 미치는 영향

권장현,이태원,김승철 한국산업경영시스템학회 2019 한국산업경영시스템학회지 Vol.42 No.3

Stakeholder management in construction projects is an important factor in project performance creation. The purpose of this study is to verify the effect of the recognition of the importance of the quality influence factors among the stakeholders of the construction project on the perceived quality and the project performance. The impact of the project management methodology on the project performance has been actively researched, but there is little research result on the project stakeholders. The projects to be researched are apartments and buildings that have been completed within the last five years of domestic large construction company. The method of survey is to measure the consensus of the importance of the quality influential factors among the three parties such as the ordering party, the design supervisor and the constructor, and confirm whether the agreement affects the quality of the actual project. Finally, the research model was verified by surveying the satisfaction of the client on the final product. The results are as follow. The degree of agreement on the importance of quality influential factors among stakeholders has a significant effect on perceived quality. In the relationship between perceived quality of influence factors, organizational (support) quality influenced technological quality and managerial quality, and technological quality and managerial quality also have significant influence on resource quality. The results of analysis showed that perceived quality of resources strongly influenced project performance. The remaining three experienced qualities also significantly affect project performance.

KTX의 이용자 속성과 품질 요인이 서비스 만족도에 미치는 영향 연구

정택 ( Seo Jeong-taek ),구경모 ( Koo Kyung-mo ) 동의대학교 경제경영전략연구소 2017 經濟經營硏究 Vol.12 No.1

The purpose of this study is to understand the service components of KTX service quality and to analyze the quality evaluation factors of users. Also, we analyze the effect of evaluation factors on service quality satisfaction. KTX service provider can effectively control and manage quality satisfaction if they know the impact on quality satisfaction by evaluation factors. And we analyze the difference of quality satisfaction according to the attributes of users. The significant implications from this study are as follows. First, there are significant differences in recognition of service quality, such as charge, coping ability of accidents, quality of seat, parking charge in the station, and fare system. Second, the factors that have a significant effect on satisfaction of service quality are stability and connectivity. Stability includes no breakdown, on-time operation, and the connectivity is convenience, information, and charge related to passenger car use. Third, the high income group has a greater impact on quality satisfaction of the connectivity factor than the lower group.

커피전문점의 서비스품질이 고객만족과 행동의도에 미치는 영향

김호식,심재현 한국유통과학회 2017 The Journal of Industrial Distribution & Business( Vol.8 No.5

Purpose - The purpose of this study is to classify the quality factors of coffee shop customers with the service quality based on the SERVQUAL, selection attributes, and service qualities used in previous studies. The path structure of coffee shops' quality factors → customer satisfaction → trust → behavioral intention was analyzed in order to confirm the system of coffee shops' quality factors. Research design, data, and methodology - The survey of was conducted with college students of Kangwon University. A total of 250 questionnaires were distributed, with 232 collected. Of them, Excluding 36 respondents’ because of incomplete answers and missing values, 196 responses were used in the final analysis. Empirical analysis was made through factor analysis, correlation analysis, multiple regression analysis, simple regression analysis and mediating regression analysis by using Statistics Package SPSS 19.0. Results - The results are as follows: Firstly, coffee shops' quality factors were classified into seven categories like service encounter quality, product quality, cleanliness, overall interior, purchase quality, convenience, and aesthetics. Secondly, service encounter quality, product quality, purchase quality, and aesthetics had a positive effect on customer satisfaction, respectively. Thirdly, it showed that service encounter quality, product quality, overall interior, purchase quality, and aesthetics had a positive effect on trust, respectively. Fourthly, customer satisfaction had a positive effect on behavioral intention. Lastly, after verifying the effect relations of trust between customer satisfaction about coffee shop and behavioral intention, customer satisfaction has a positive effect on trust and trust has a positive effect on behavioral intention. On the other hand, trust did not have a mediating effect between customer satisfaction and behavioral intention. But, cleanliness, convenience, and overall interior did not have a positive effect on customer satisfaction. Conclusions - Coffee shop consumers put importance on price, discount systems, taste, and freshness, but more on courteous and kind services of coffee shop staff or comfortable and calming atmosphere of inner space. Thereby, coffee shop marketers need to take factors like service encounter quality and aesthetics into more consideration. In addition, customer satisfaction has an effect on trust, while trust on behavioral intention, even though trust is not mediated between customer satisfaction and behavior intention.

인터넷 쇼핑몰의 품질요인이 고객만족, 행동의도에 미치는 영향: 대학생을 중심으로

양승권 ( Yang Seung-kwon ),심재현 ( Shim Jae-hyun ) 한국유통경영학회(구 한국유통정보학회) 2017 유통정보학회지 Vol.20 No.1

Purpose: The purpose of this study is to classify the quality factors of Internet shopping mall users and to analyze path structure of Internet shopping malls targeting college students. Research design, data, and methodology: The survey of this study was conducted on the college students of universities located in eastern Seoul. Out of 250 questionnaires distributed, 234 questionnaires were used in the final study. The data was analyzed with Statistics Package SPSS 18.0. Results: The results of this study are as follows: Firstly, Internet shopping malls` quality factors were classified into six categories like customer service quality, convenience quality, system quality, Web design quality, information-offering quality and product quality. Secondly, it showed that system quality, product quality, customer service quality and information-offering service had a positive effect on customer satisfaction, respectively. Lastly, it showed that Web design quality and convenience quality did not have a positive effect on customer satisfaction. In addition, it said that customer satisfaction of Internet shopping mall users had a positive effect on reuse intention and recommendation intention, respectively. Conclusions: The above study revealed that Internet shopping malls` quality factors were classified into six categories and generalization was possible after empirical analysis was made in the path structure.

감성 품질 만족도 요인 도출 방법에 대한 체계적 문헌 고찰

이재인,김민주,김성희 대한인간공학회 2022 大韓人間工學會誌 Vol.41 No.3

Objective: In this study, we analyzed methodological studies for deriving the basic factors of emotional quality satisfaction evaluation and organized using a systematic literature review technique. Background: In general, the satisfaction evaluation index is derived through the process of emotional expression survey, classification, and systematization. The methodologies used in the process are diverse, and the fields used are also diverse. However, it is difficult to clearly find research that can be referred to as a guide when developing an index in a specific field because the literature to be referred to define an index for evaluation in a certain field varies by method and field. Therefore, research on a methodology that can guide for new development is needed, and in order to do so, systematic analysis of existing related studies must first be prioritized. Method: Related literature was searched based on DBPIA, an academic research database, and search Keyword was based on 'emotional quality' and 'emotional satisfaction quality', followed by a combination of five 'factors', 'element', 'index', and 'factor'. Therefore, this study analyzed and summarized the research methods and research fields used in the existing literature by searching for literature related to emotional quality satisfaction factors. Results: As a result of systematically analyzing the research methods related to emotional quality satisfaction factors, the methods for deriving factors from 28 research literatures were divided into 7 major categories. The research methods of the factors derived in this way were summarized, and all of them could be classified into six categories. In addition, the method of performing evaluation or measuring according to the analysis direction was summarized, and all of them could be classified into five categories. Lastly, the data conducted based on the previously organized contents were analyzed, and this process was also divided into five categories. Research fields related to emotional quality satisfaction factors were analyzed by dividing them into research subjects and research purposes. The research subjects could be classified into a total of six and were derived as the most common research subjects in the order of service, product, public place, SW, brand, and person. Next, the research purpose could be classified into a total of five, and it was derived as the most research purpose in the order of customer satisfaction, emotion, user, and consumer. Conclusion: Based on the results of this study, systematic analysis is conducted in the process of deriving factors for evaluation of emotional quality satisfaction in various fields, so that it can be used as a basic guide material to systematize the process of deriving similar factors. In addition, in the future, research to analyze the more generalized factor derivation process by further expanding search keywords is likely to be necessary. Application: This study can be applied to develop effectively the process of making the index for evaluating the satisfaction of the emotional quality.

SRT 서비스품질이 고객 반응과 재이용의도에 미치는 영향

황낙건,나은영 관광경영학회 2021 관광경영연구 Vol.104 No.-

The Purpose of this study is to measure customer response to the service quality of SRT high-speed trains, to derive key service quality factors that affect their intended reuse and to establish their correlation. To this end, a survey of 213 SRT high-speed train users was conducted and analyzed, resulting in three main service quality factors: interaction quality, outcome quality and physical environment quality and customer responses were identified as service value and emotional value. As a result of the analysis, seven out of eight hypotheses were adopted in the hypothesis test between service quality, head response, and intention to reuse. The conclusions of this study are as follows: First, in the hypothesis established to identify the relationship between service quality characteristics and service value of customer response factors, the resulting quality and physical environment quality have a significant impact on service value. This can be seen as a result of the weakening of communication and empathy with customers and SRT employees due to the impact of the Covid-19 virus that has continued for more than a year. Second, the hypothesis established to establish the relationship between the characteristics of service quality and the emotional value of customer response factors shows that interaction quality, outcome quality, and physical environment quality all have significant effects on emotional value. Third, the hypothesis established to establish the relationship between customer response and reuse intention showed that all factors, such as interaction quality, outcome quality, and physical environment quality, significantly affect reuse intention.