• Journal of Korea Society of Industrial Information Systems
• /
• v.11 no.2
• /
• pp.29-39
• /
• 2006

Every online shopping mall is concerned about service quality and trust issues. We analyze and compare the impacts of service quality and trust on customer satisfaction and loyalty. In addition, we investigate service quality and trust attributes and their effects on overall service quality and trust. The results unveil that, in our e-business setting, overall trust has more powerful leverage than overall service quality.

• Journal of Korean Library and Information Science Society
• /
• v.40 no.3
• /
• pp.337-365
• /
• 2009

The purpose of this study is to evaluate service quality of university library using structural equation modeling. The case study was selected from the library of a local university. The result of the study shows that the factors that effected a lot on service quality of university library are information control, a location of library and a degree of service influence. In conclusion of the results, university libraries should put an effort on strengthening the service quality.

• The Journal of the Convergence on Culture Technology
• /
• v.10 no.2
• /
• pp.59-65
• /
• 2024

This study sought to determine the influence of perceived benefits of subscription services on attitudes toward subscription services and continued use intention of them. For this purpose, the perceived benefits of the subscription service were composed of perceived enjoyment and perceived usefulness, and the personal variable, innovativeness, was set as a control variable to examine its influence. As a result of the study, perceived benefits, such as perceived enjoyment and perceived usefulness, both showed a positive influence on attitude toward subscription services and continued use intention of them. The moderating effect of innovativeness on perceived usefulness was also confirmed. The influence of perceived usefulness on attitudes toward subscription services was found to be greater in groups with low innovation propensity than in groups with high innovativeness. These results provide implications about the value of personal characteristics for the continued use of subscription services.

• Proceedings of the Korea Information Processing Society Conference
• /
• 2011.04a
• /
• pp.1497-1500
• /
• 2011

최근, 스마트폰 가입자 수가 급격히 증가하는 가운데, 사람과 사람의 관계에 중심을 두는 서비스인 SNS가 급격히 성장하고 있다. 모바일 디바이스를 사용한 소셜 네트워크가 접목되어 사용자들 사이에 자연스러운 의사 교류 관계가 형성되며, 장소나 이벤트를 기반하여 빠르고 끊임없이 정보들이 발생하게 되었다. 그러나 너무 많이 발생하는 불필요한 데이터들로 인해 의미 있는 정보, 필요한 정보를 파악하는 데 어려움이 생긴다. 이러한 문제점을 해결하기 위해, 소셜 네트워크 서비스를 통해 제공되는 정보들 가운데 영향력 있는 정보가 무엇인지 판단하는 연구가 중요시 되고 있다. 본 논문에서는 소셜 네트워크 영향력 측정을 위해 장소를 기반으로 한 동적 소셜 커뮤니티에서의 소셜 네트워크 액티비티를 중심으로 이벤트에 대한 영향력을 측정하는 방법에 대해 고찰하고, 새로운 영향력 측정 방안에 대해 제안한다.

• The Journal of the Korea Contents Association
• /
• v.9 no.6
• /
• pp.344-356
• /
• 2009

The purpose of this paper is to identify the causal role both emotionally based satisfaction and service reputation by examining the relationships among each dimensions of service quality, cognitive satisfaction, emotionally based satisfaction, service reputation and service loyalty in mobile telecommunication company. The results of the study are as follows: First, conviction quality had not influence on both cognitive satisfaction and emotionally based satisfaction, but tangibles quality had more influence on cognitive satisfaction than emotionally based satisfaction and responsiveness quality had more influence on emotionally based satisfaction than cognitive satisfaction. It found that there was a significant positive relationship between dimensions of the service quality, cognitive satisfaction and emotionally based satisfaction, and dimensions of the service quality affect satisfaction either directly or indirectly through emotion. Second, consumer satisfaction had more effect on service loyalty through service reputation than direct effect. Therefore, service loyalty can be build by increasing emotionally based satisfaction and service reputation to customer who is perceived as good service.

• Culinary science and hospitality research
• /
• v.17 no.1
• /
• pp.26-43
• /
• 2011

This study aims to give insight into better understanding how service quality influences customers' attitude and behavior in terms of loyalty as well as how its effects vary by the types of restaurants (family restaurants or fast food restaurants). The results of the study are summarized as follows. First, perceived service quality, which consists of food, service, menu and atmosphere, made a significant impact on customer satisfaction for food, menu, atmosphere, and service, respectively. Second, the study examined how perceived service quality affected future expectations, and found only food turned out to be a significant factor. Third, customer satisfaction affected future satisfaction and customer loyalty, and it had a greater impact on attitudinal loyalty than behavioral loyalty. Fourth, future satisfaction affects customer loyalty, and it had a greater impact on attitudinal loyalty than behavioral loyalty. Fifth, the study examined how service quality, customer satisfaction and future expectation affected attitudinal loyalty and behavioral loyalty differently by different types of the food service industry (family restaurants or fast food restaurants) and found out there were some differences in the effects of customer satisfaction on behavioral loyalty and the future expectations and attitudinal loyalty on behavioral loyalty. The marketing implication is that service providers should be one step ahead in understanding the service quality perceived by customers (food, service, menu, and atmosphere). In addition, they should understand that establishing long-tenn relationships with customers by providing high quality service bas a direct impact on their business performance. Furthermore, management in family restaurants and fast food restaurants should include the improvement of service quality in their employee training programs.

• Journal of the Korean Society for information Management
• /
• v.26 no.3
• /
• pp.69-87
• /
• 2009

By exploring plausible relations between factors of service quality and user satisfaction, this study has derived significant determinants of user satisfaction. Based on the analytical findings, this study suggested practical measures to enhance user satisfaction of special libraries. If we determine the priority order of three dimensions of service quality depending on specialized areas of special libraries, and revise the items of higher correlations with user satisfaction, then we could effectively and efficiently level up user satisfaction of special libraries.

• Asia Marketing Journal
• /
• v.11 no.3
• /
• pp.91-124
• /
• 2009

With the intensity of competition and the standardization of technical attributes in telecommunications service market increasing, differentiated activity and customer experience in service encounter is regarded as an important means for creating customer value, however, there is a dearth of good literature examining what MOT activity is composed of according to consumption chain, and how service quality of MOT has influenced customer performance. Especially there exist various services across different phase of Product life cycle(PLC) in household telecommunication service market, customer requirement for MOT might depend on whether its phase is introduction-growth stage or maturity-decline stage, the empirical study is completely lacking. This study classified household telecommunication services into two types by PLC, VOIP and IPTV as Introduction-growth stage services, Internet and PSTN as maturity-decline stage service, and investigated whether there exists a gap between service types in how consumer have experienced MOT, what they consider as important and the relative importance of quality dimension how service quality of MOT has influence on consumer performance. The empirical result from 858 participants shows that there is a difference in consumer experience and requirements across different phases of the PLC, tangibles and assurance are regarded as the most important service quality factors which have a positive influence on customer performance (consumer satisfaction, repurchase intention and word of mouth) at the introduction-growth stage, whereas, reliability, empathy and interactivity are at the maturity-decline stage. Finally, managerial implication is made, limitation is clarified and a direction for further studies is suggested.

• Journal of Digital Convergence
• /
• v.14 no.10
• /
• pp.137-145
• /
• 2016

The explosive growth of social networking services based on smart devices popularize these relationships and activities online in accordance with the far larger impact of this on the real life offline, the interest and importance for the online activity is increasing. In this study, factors affecting the SNS activity are defined by object, user, influence direction, influence distance and proposed a method to measure organic terms in effect between the SNS users. Influence Direction and Influence Strength (or Distance) are elaborated by using the existing influence measurement element such as structured data - the number of friends, the difference between the number of contacts - and the new influence measurement element such as unstructured data - gap between the former time and the latter time, preference and type of response behavior - that occur in social network service. In addition, the system for collecting and analysing data for measuring influence from social network service and the process model on the method for measuring influence is tested by using sample data on Facebook and explained the implementation probability.

• Culinary science and hospitality research
• /
• v.21 no.1
• /
• pp.174-190
• /
• 2015

This study looks at a causal relationships between service quality and behavior intention(re-visiting, recommendation, loyalty) to attract customers and make them loyal customers in the context of Japanese restaurants. The study includes 250 consumers who have experience in Japanese restaurants located in Busan to conduct survey for empirical testing. To achieve the purpose of current study, frequency test, multiple/simple regression analysis, and factor analysis were conducted with SPSS 18.0 statistical program. Structure Equation Model analysis has been employed for hypothesis testing. Results showed that the service of employee has been recognized as an primary factor among elements of Japanese restaurants' service quality to satisfy customer, and employee's service is the strongest affecting factor to consumers' behavioral intention as well. In addition, the food quality identified as an the strongest factor that affects behavior intention, whereas physical environment is the lowest factor. It can be interpreted that the quality of food is very important element to make their consumers revisit or recommend the restaurant to others. In this study, especially, the service of the employee has been identified as an key factor to customer satisfaction and behavioral intention. Therefore, CEO or restaurateurs of Japanese restaurants have to consider the importance of service quality and food quality to make more patrons as well as their business success.