• Asia Marketing Journal
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• v.5 no.1
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• pp.1-22
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• 2003

의료서비스 이용자의 가장 큰 불만은 대기시간으로 나타나고 있으나 대기시간에 대한 외국의 활발한 연구와는 달리 국내의 실증적 분석자료는 미흡한 실정이다. 본 연구는 의료서비스 접점에서 대기시간과 관련한 다양한 요인 중, 의료서비스 제공자의 대기시간에 대한 배려와 고객의 지각된 대기시간 및 대기시간 활용이 서비스접점의 부정적인 감정과 수용가능성, 서비스품질평가와 애호도에 어떠한 영향을 미치는지를 실증적으로 검정해 보고자 하였다. 실증분석 결과 대기시간 배려는 서비스접점의 부정적 감정을 줄이고 수용가능성은 높이는 것으로 나타났으나, 지각된 대기시간은 부정적인 감정을 높이고 수용가능성은 낮추는 것으로 나타났다. 또한 서비스접점의 부정적인 감정은 서비스품질과 애호도를 낮추고 수용가능성은 서비스품질평가와 애호도를 높이고 있으나, 고객의 대기시간의 활용은 부정적인 감정과 수용가능성에는 영향을 미치지 않은 것으로 나타났다. 이 중 지각된 대기시간이 부정적인 감정에 가장 큰 영향을 미치는 것으로 나타났다.

• Information Systems Review
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• v.23 no.1
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• pp.93-113
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• 2021

Service orientation and customer orientation are recognized as important success factors in service companies. However, these constructs are evaluated through self-diagnosis within the service company based on service delivery experience. For this reason, Fintech companies that provide financial services based on non-face-to-face channels such as mobile APP have limitations in evaluating their service orientation and customer orientation. Therefore, in this study, the perceived customer orientation is conceptualized so that service orientation and customer orientation can be evaluated through customer evaluation. In addition, the antecedents and consequences of the perceived customer orientation based on the technology acceptance model were demonstrated. As a result, it was confirmed the mediating effect of perceived customer orientation in the relationship between perceived ease of use and usefulness and customer's continuous use intention and word of mouth intention. This study laid the foundation for the Fintech companies that provide all financial services throughout non-face-to-face to measure their service orientation and customer orientation through customer evaluation and utilize them in establishing service operation strategies.

• Journal of the Korea Society of Computer and Information
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• v.25 no.3
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• pp.97-107
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• 2020

This paper shows the result of a survey about the users using Didi Chuxing in China to analyze the effect of the service quality and technology acceptance model (TAM) on customer satisfaction. There are 314 valid responsiveness out of the 414 for 9 days, which had been analyzed with SPSS and AMOS. In the analysis result, the academic implications are as follows. First, it was analyzed that the quality of service had a positive(+) effect on the technology acceptance model. Second, it was analyzed that the technology acceptance model had a positive effect on the attitude and customer satisfaction. Third, in the analysis result of the moderate effect, attitude and customer satisfaction vary partially according to whether types of reliability. The practical implications are as follows: First, it is necessary to provide service quality factors to customers. Second, It is necessary to suggest ways that customers can gain reliability. These findings also have limitations and research directions. First, the variety of samples is needed. Second, an analysis is required according to the type of vehicle use. Therefore, future research and analysis will need to be subdivided.

• Journal of Distribution Research
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• v.7 no.1
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• pp.61-86
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• 2002

The number of people who perform their banking business on Internet has been increasing drastically during the recent period and the trend still continues. Banks and other types of financial institutions are now competing intensely with each other in attracting customers to this new innovative banking service. The marketers in charge of formulating and implementing the strategies for this new banking business need to understand the behavioral factors as well as the technical factors in order to succeed in attracting more customers to this new service. products. A deep understanding as to why and how the customers are adopting the new service developed on information technology is a prerequisite for a successful marketing effort. The purpose of this dissertation is to find out what factors are playing important roles in the customers'decision related to the adoption of the Internet banking services. The focus of the research is threefold. First. by testing the hypotheses proposed by the Technology Adoption Model, a well-known theory in the IT-related behavioral science, an analysis was made as to which factors are more important in affecting the attitudes and adoption of the Internet banking on the part of customers. Secondly, an analysis was made as to whether the three criteria of the Technographics- -the attitude toward new technology, level of income, and the motivational factor- -are useful as the criteria for segmenting the Korean users of the online banking. Thirdly, an analysis was made as to whether each customer group segmented by the criteria of the Technographics reveal a differential decision process and thus requires a differential approach strategywise.

• Journal of Digital Convergence
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• v.9 no.4
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• pp.131-141
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• 2011

This study empirically analyze the relationship of user's repurchase intentions directly and indirectly as combining user acceptance and flow experience on mobile content services. 360 users who experienced mobile contents are intended for this study, and results of this study expect to contribute a strategic approach to the mobile content application markets and to help the industries related to mobile contents understand the consumer behavior.

• Journal of Service Research and Studies
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• v.10 no.1
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• pp.97-107
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• 2020

The purpose of this study is to demonstrate the effect of customer acceptance of servicescape on customer satisfaction focusing in theme park service. In particular, the degree of usefulness and ease of use perceived for servicescape will ultimately have the impact on customer satisfaction through the process of service co-creation and shared values creation. In order to demonstrate this structural influence relationship, a survey of 247 undergraduate and graduate students taking service management course was conducted. The customer's acceptance of the servicescape affects the co-creation activities of the service. It creates value and contributes to the improvement of satisfaction. Looking at the results of this study in detail, it is necessary to take into consideration the usefulness of the theme park employees' clothes and symbols, etc. in servicescape, and the convenience of the facility itself is important. This servicescape reveals that customers should be comfortable with the use of real-time information on the site and that customer satisfaction can be improved by creating new shared value. This study has been limited to the theme park service which has a large-scale service field and the distribution status of many customers in real time, so it is limited to apply to the other services with detail reinterpreting.

• Journal of Digital Convergence
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• v.10 no.5
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• pp.67-78
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• 2012

Recently, the interesting of customers in online auto insurance is rapidly increasing. The one of major reasons is economical benefit. offline auto insurance products as a service formed high price. However, online auto insurance relatively formed low price. Thanks to these characteristics of online auto insurance has gained great popularity. Therefore, in purchasing online auto insurance, consumers carefully buy products of auto insurance. In this study, we classified the $2{\times}2$ matrix (online preference group, economic pursuit group, convenience oriented group, and carefulness approach group) in online auto insurance consumers focusing on the perceived benefits and price acceptance. From an economic point of view of consumers around the perceived benefits and price acceptance, we analyzed the relationships among easy of use, usefulness, attitude, and purchase intention in automobile e-shopping mall. The results of this study will provide the useful implications for the planing CRM(customer relationship management) strategy for improving purchase intention of customers to online insurance companies.

• Informatization Policy
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• v.21 no.3
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• pp.102-127
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• 2014

Although mobile banking provides cost-saving opportunities as well as convenient banking experience for customers, today's banks still face challenges when deploying the technology because a good number of customers are reluctant to use mobile banking for personal reasons. This paper is an empirical investigation of the determinants of the intention to use smartphone-based mobile banking services. The determinants are grouped into two categories including personal factors and social influence factors. We conducted an empirical analysis using 751 survey responses collected from present users of mobile banking services. The results of the analysis reveal that all the personal factors have positive relationships with the intention to use mobile banking services. On the other hand, it was found that of the social influence factors, perceived herding behavior has significantly positive relationship with the intention to use smartphone-based services, whereas subjective norm is not significantly related to the intention. We provide practical as well as academic implications of the research findings.

• The Journal of the Korea Contents Association
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• v.16 no.11
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• pp.456-463
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• 2016

This study investigates the relationship between the digital music service acceptance factors on the Perceived value, and Customer Satisfaction. Remarkable points of this study are as follows. First, according to the result of the analysis of relationship between digital music service acceptance factors and perceived value, diversity of digital music products and quality of digital music system affects significantly on the perceived value. but, usability of digital music service use does not have an effect on the perceived value. Second, as the result of analysis of the relationship between digital music service acceptance factors and customer satisfaction, diversity of digital music products, usability of digital music service and quality of digital music system affects significantly on the perceived value. These finding should assist digital music marketers and academics in their understanding of building loyalty on digital music service.

• Proceedings of the Costume Culture Conference
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• 2003.09a
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• pp.45-47
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• 2003

내부마케팅이란 기업의 내부고객인 종업원들의 직무환경에 대한 만족을 높여 보다 효과적이고 정확한 업무수행을 하도록 함으로써 제품품질을 높이거나 서비스 질을 향상시켜 궁극적으로 고객의 만족을 높인다는 것에서 출발한 개념이다. 내부마케팅에서는 종업원들을 일차적인 내부고객으로 생각하고 이들에게 기업이 추구하고자 하는 제반사항을 내부마케팅믹스를 통하여 종업원에게 전달하고 또한 기업의 활동을 충분히 이해하고 수용하여 스스로 만족감을 갖게 한다. (중략)