• Title/Summary/Keyword: 서비스편의성

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Effects of Service Conveniences on Perceived Value and Customer Voluntary Behavioral Intention in Family Restaurants (패밀리레스토랑의 서비스편의성이 지각된 가치 및 자발적 행동의도에 미치는 영향에 관한 연구)

  • Ahn, Jung-Suk;Lee, So-Bum
    • Culinary science and hospitality research
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    • v.21 no.4
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    • pp.155-174
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    • 2015
  • This study attempts to investigate effects of service conveniences on perceived value and customer voluntary behavioral intention in family restaurants. We categorized service conveniences in five dimensions (i.e, decision, access, transaction, benefit, and post-benefit). We considered perceived value as having three parts, namely functional, emotional, and social. We also specified three segments of customer voluntary behavioral intention as participation, cooperation, and loyalty. The results showed that service conveniences such as transaction convenience, post-benefit convenience, and benefit convenience have an influence on functional value as a perceived value, but no effect from decision convenience and acceptability[this is a new variable to me]. In addition, access and benefit conveniences affect social value. When it comes to the effects of perceived value on customer voluntary behavioral intention, social value was found to affect participation and loyalty, while functional value appeared to influence cooperation.

Effects of Service Convenience on Customer Satisfaction and Reuse Intention by Korail Talk App Users among Korail Passengers (코레일 앱 이용자의 서비스편의성이 코레일 앱 고객만족과 재이용의도에 미치는 영향에 관한 연구)

  • Seo, Ju-Hwan;Kim, Young-Taek
    • Journal of the Korean Society for Railway
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    • v.16 no.5
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    • pp.410-417
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    • 2013
  • The purpose of this study was to analyze the effect of service convenience on customer satisfaction and reuse intention by 200 passengers using a Korail talk app. The result of the analysis showed that service convenience was positively correlated with satisfaction in Korail customers using the Korail talk app. Also, customer satisfaction with service convenience had a positive effect on reuse intention in these users. However, service convenience was not significantly correlated with customer's reuse intention. The results of this study suggest that it is important for Korail to offer improved service convenience for Korail talk app users consistently in order to improve customer satisfaction and reuse intention by Korail passengers.

A Study on the effects of Career Development Center Website Users' recognition on Contents Characteristics on User Responses (취업정보센터 웹사이트 이용자의 컨텐츠 특성에 대한 지각이 이용자 반응에 미치는 영향)

  • Seo, Da-hye;Kang, Hye-young
    • Journal of Practical Engineering Education
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    • v.6 no.2
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    • pp.111-117
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    • 2014
  • The purpose of this study aims to examine the effects of Career Development Center website users' recognition on contents characteristics (User Convenience, Information, Customer Service) on user responses (User Satisfaction, User Loyalty). According to the research result, first, Career Development Center of website contents characteristics explained 36.4% User satisfaction, it was affected significantly Information, User Convenience, and Customer Service in order. Second, Career Development Center of website contents characteristics explained 36.2% User loyalty, it was affected significantly Information, Customer Service, and User Convenience in order. Thus, it was important that Web site contents was improved the Users satisfaction and loyalty of Career Development Center Web site.

The User Interface Basic Elements for Small Mobile Web (소형 모바일 웹을 위한 사용자 인터페이스 기본 요소)

  • Moon, Byung-Koo;Lee, Won-Ho;Choi, Seong-Cheol
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.11 no.9
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    • pp.3532-3537
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    • 2010
  • Mobile phones can access the wired website using mobile Full Browsing service. But the number of mobile websites is quite small compared to domestic Internet domain, and is mainly concentrated in some large businesses. The small businesses and individuals have a problem that is difficult to develop mobile Web interface, because they are lack of the technology for usability and compatibility. This paper proposes the small basic interface elements that are considered usability and based on relevant standards and can easily be applied in the industry. The proposed basic interface elements consist of 33 elements for overall behavior, navigation, contents, page definition and user input.

Effects of Beauty Shop Online Reservation Motivations and the Convenience of Reservation System on Customers' Word-of-mouth Behaviors : Focused on Naver and Kakao Reservation System (뷰티샵 온라인 예약 동기와 예약시스템 편의성이 고객 구전행동에 미치는 영향 -네이버예약과 카카오예약을 중심으로-)

  • Kim, Pa Ra;Hwang, Jin Sook
    • Journal of Convergence for Information Technology
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    • v.10 no.4
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    • pp.184-193
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    • 2020
  • The purposes of this paper are to find the effects of beauty shop online motivations on the convenience of reservation system, to investigate the convenience of reservation system on satisfaction, and to determine the effects of satisfaction on word-of-mouth behaviors. Based on the results, there are three factors in the motivations: diversion, service-prioritized, and impulse-driven tendencies. Also, there are five factors in the reservation convenience perception: efficiency of decision-making, easy monetary transaction, overall convenience, accessibility, and effortless nature of rewarding system. In terms of the convenience of online booking, the access convenience was found that as the motivation diversion and the service-prioritized motivation higher and as the impulse reservation motivation lower. Furthermore, this paper concludes that offered by online beauty service reservation systems, and higher satisfaction rate leads to higher review behaviours.

Effect of Service Convenience on the Relationship Performance in B2B Markets: Mediating Effect of Relationship Factors (B2B 시장에서의 서비스 편의성이 관계성과에 미치는 영향 : 관계적 요인의 매개효과 분석)

  • Han, Sang-Lin;Lee, Seong-Ho
    • Journal of Distribution Research
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    • v.16 no.4
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    • pp.65-93
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    • 2011
  • As relationship between buyer and seller has been brought closer and long-term relationship has been more important in B2B markets, the importance of service and service convenience increases as well as product. In homogeneous markets, where service offerings are similar and therefore not key competitive differentiator, providing greater convenience may enable a competitive advantage. Service convenience, as conceptualized by Berry et al. (2002), is defined as the consumers' time and effort perceptions related to buying or using a service. For this reason, B2B customers are interested in how fast the service is provided and how much save non-monetary cost like time or effort by the service convenience along with service quality. Therefore, this study attempts to investigate the impact of service convenience on relationship factors such as relationship satisfaction, relationship commitment, and relationship performance. The purpose of this study is to find out whether service convenience can be a new antecedent of relationship quality and relationship performance. In addition, this study tries to examine how five-dimensional service convenience constructs (decision convenience, access convenience, transaction convenience, benefit convenience, post-benefit convenience) affect customers' relationship satisfaction, relationship commitment, and relationship performance. The service convenience comprises five fundamental components - decision convenience (the perceived time and effort costs associated with service purchase or use decisions), access convenience(the perceived time and effort costs associated with initiating service delivery), transaction convenience(the perceived time and effort costs associated with finalizing the transaction), benefit convenience(the perceived time and effort costs associated with experiencing the core benefits of the offering) and post-benefit convenience (the perceived time and effort costs associated with reestablishing subsequent contact with the firm). Earlier studies of perceived service convenience in the industrial market are none. The conventional studies that have dealt with service convenience have usually been made in the consumer market, or they have dealt with convenience aspects in the service process. This service convenience measure for consumer market can be useful tool to estimate service quality in B2B market. The conceptualization developed by Berry et al. (2002) reflects a multistage, experiential consumption process in which evaluations of convenience vary at each stage. For this reason, the service convenience measure is good for B2B service environment which has complex processes and various types. Especially when categorizing B2B service as sequential stage of service delivery like Kumar and Kumar (2004), the Berry's service convenience measure which reflect sequential flow of service deliveries suitable to establish B2B service convenience. For this study, data were gathered from respondents who often buy business service and analyzed by structural equation modeling. The sample size in the present study is 119. Composite reliability values and average variance extracted values were examined for each variable to have reliability. We determine whether the measurement model supports the convergent validity by CFA, and discriminant validity was assessed by examining the correlation matrix of the constructs. For each pair of constructs, the square root of the average variance extracted exceeded their correlations, thus supporting the discriminant validity of the constructs. Hypotheses were tested using the Smart PLS 2.0 and we calculated the PLS path values and followed with a bootstrap re-sampling method to test the hypotheses. Among the five dimensional service convenience constructs, four constructs (decision convenience, transaction convenience, benefit convenience, post-benefit convenience) affected customers' positive relationship satisfaction, relationship commitment, and relationship performance. This result means that service convenience is important cue to improve relationship between buyer and seller. One of the five service convenience dimensions, access convenience, does not affect relationship quality and performance, which implies that the dimension of service convenience is not important factor of cumulative satisfaction. The Cumulative satisfaction can be distinguished from transaction-specific customer satisfaction, which is an immediate post-purchase evaluative judgment or an affective reaction to the most recent transactional experience with the firm. Because access convenience minimizes the physical effort associated with initiating an exchange, the effect on relationship satisfaction similar to cumulative satisfaction may be relatively low in terms of importance than transaction-specific customer satisfaction. Also, B2B firms focus on service quality, price, benefit, follow-up service and so on than convenience of time or place in service because it is relatively difficult to change existing transaction partners in B2B market compared to consumer market. In addition, this study using partial least squares methods reveals that customers' satisfaction and commitment toward relationship has mediating role between the service convenience and relationship performance. The result shows that management and investment to improve service convenience make customers' positive relationship satisfaction, and then the positive relationship satisfaction can enhance the relationship commitment and relationship performance. And to conclude, service convenience management is an important part of successful relationship performance management, and the service convenience is an important antecedent of relationship between buyer and seller such as the relationship commitment and relationship performance. Therefore, it has more important to improve relationship performance that service providers enhance service convenience although competitive service development or service quality improvement is important. Given the pressure to provide increased convenience, it is not surprising that organizations have made significant investments in enhancing the convenience aspect of their product and service offering.

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Empirical Study of Determinants Influencing Intention to Recommend Contents Based on Information System Success Model (콘텐츠 추천의도에 영향을 미치는 요인에 관한 연구: 정보시스템 성공모형을 중심으로)

  • Kim, Sanghyun;Park, Hyunsun
    • Knowledge Management Research
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    • v.21 no.4
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    • pp.175-193
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    • 2020
  • With the proliferation of information technology communication and smart device, the environment where contents are produced and distributed is changing. People can use the contents quickly and easily, and the content industry is attracting attention and creating newly added value by converging with other industries. Accordingly, there is a need for content-related companies to understand the quality of content perceived by users in order to succeed in content, and to use it strategically. Therefore, this study aims to examine the relationship between content quality factors, user satisfaction, and recommendation intention through empirical analysis based on an IS success model. The analysis was conducted using smartPLS3.0 based on a total of 301 survey responses. As a result of the study, it was found that content usefulness, accessible system quality, convenient system quality, service provider trust, and interaction had a significant effect on user's satisfaction. Perceived privacy protection had a significant effect on user satisfaction and recommendation intention. Lastly, it was found that user satisfaction had a significant effect on recommendation intention. The results of this study are expected to provide useful information and therefore content companies can understand about the quality perceived by users.

A Study on the Factors of Civil Petitions & Complaints within Public Libraries (공공도서관의 이용자 민원 요인 분석 연구)

  • Lee, Goeun;Kim, Giyeong
    • Journal of the Korean Society for Library and Information Science
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    • v.48 no.3
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    • pp.281-301
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    • 2014
  • This study aims to understand the characteristics of civil petitions and complaints within public libraries and to identify factors to the civil petitions. We develop a survey questionnaire for the goals based on the previous related studies and a pilot study with several open-ended interviews with public library users. Then we collect data using the questionnaire from 154 survey participants (public library users). The collected data are statistically analyzed by using factor analysis, canonical correlation analysis, and multiple linear regression analysis. The results show that there are two identified dependent factors, such as petition and complaint, and six independent factors, including librarian specialty, service convenience, and communication between librarians and users. Through a series of statistical analysis for identifying specific relationships between individual dependent factors and predictors, we discuss the characteristics of the library civil petitions and complaints, and the importance of a structural/relation-based approach to the library civil petition as a complimentary for the functional approach. Based on the results and discussions, we suggest several future research directions, including research on the relationship between the library civil petitions and library performances.

A Study on the Moderating Effect of Government Support Policy between Eco- Friendly Vehicles Attributes and Consumer Purchasing Attitudes in Service Management Era (서비스경영시대의 친환경자동차 제품속성과 소비자 구매의도 간에서 정부지원정책의 조절효과에 관한 연구)

  • Yim, Ki-Heung
    • Journal of Digital Convergence
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    • v.16 no.12
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    • pp.257-266
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    • 2018
  • The implication of this study is that the development and market participation of the next generation eco - friendly vehicles is accelerating, and consumers 'interest is increasing. Also, the product attributes of environment - friendly vehicles and the government's policy support for the next generation eco - friendly vehicles. The purpose of this study is to investigate the effect of purchasing behavior of eco-friendly vehicles on the product attributes of eco-friendly vehicles. Economic, image, functionality, and service convenience have positive effects on consumers' purchase intention. As a result of examining the moderating effect of the government support policy between the product attributes of environment - friendly vehicles and the purchase intentions of environment - friendly vehicles, the government or municipal government has no control effect such as vehicle price subsidy, vehicle tax subsidy, Carbon tax support to prevent emissions was found to have a moderating effect of supporting 10,000 won per ton, even if 5,000 won per ton was supported. This suggests that consumers who prefer to buy eco-friendly vehicles are more likely to have environmental factors.

Impacts of Perceived Value and Trust on Intention to Continue Use of Individuals' Cloud Computing: The Perception of Value-based Adoption Model (클라우드 컴퓨팅의 지각된 가치와 신뢰가 지속적 사용의도에 미치는 영향: 가치기반수용모델을 기반으로)

  • Kim, Sanghyun;Park, Hyunsun;Kim, Bora
    • Journal of Digital Convergence
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    • v.19 no.1
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    • pp.77-88
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    • 2021
  • Cloud computing is getting a lot of attention by many people and businesses due to IT environmental changes such as the proliferation of smart devices, the increase of digital data, and the cost of IT resources. More individuals use personal cloud computing services for storing and managing information and data. Therefore, this study proposed determinants that are expected to have an influence on evaluating the value of cloud computing based on the value-based adoption model, examining the relationship between the continuous use intention of cloud computing. Results of the study show that usefulness, convenience of information access, extensibility had a positive impact on perceived value while privacy concerns and costs had a negative impact on perceived value. In addition, perceived value was found to have a significant effect on the intention to continue use of cloud computing. Finally, trust was found to have a significant effect on the perceived value and the intention to continue use of cloud computing. The findings are expected to provide useful information for understanding the factors that individual users consider important in the steadily growing cloud computing market.