• Journal of Digital Convergence
• /
• v.9 no.3
• /
• pp.225-233
• /
• 2011

To determine factors affecting social network service e-service quality, this research is to investigate factors of social network service e-service quality, and analyze how these factors influencing on social network service e-service satisfactions. As a results, three dimensions were identified namely, fulfillment, ease of use and playfulness. But two dimensions were rejected namely connectivity, security. It indicates that the qualitative aspect is becoming more important than quantitative in social network service management.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.14 no.1
• /
• pp.176-183
• /
• 2013

This study is focused on analyzing the quality importance of hotel SNS(social network service). And by reviewing precedent papers and references regarding concept and quality factors about SNS in hotel industry, it drew proper criteria to select priorities and evaluate hotel SNS quality using AHP. The important factors based upon related theories are suggested in this paper such as information quality, system quality, service quality, interface quality and emotional quality. The survey for empirical study was executed with hotel employees and total 149 questionnaires were used for this study. We used AHP for statistical analysis, As the results, the most important factor is emotional quality factor and the next is interface quality factor.

• The Journal of the Korea Contents Association
• /
• v.14 no.12
• /
• pp.950-958
• /
• 2014

According to the rapid spreading of smart phone, the use of social network service(SNS) is also increasing rapidly. Social network service(SNS) which plays an important role in customer relationship management and brand management is becoming more important. This study aims to find out if differences exist in the perceptions of service quality and the consumer behaviors between Korean and Chinese consumers using SNS. In order to achieve the objectives of the study, the literatures of service quality and consumer behavior theory is reviewed. And based on the literature reviews, dimensions related to service quality and consumer behavior are derived and T-test is used to identify the differences. According to the analysis, significant differences exist in the perceptions of service quality and consumer behaviors between Korean and Chinese consumers using SNS. The results not only provide theoretical evidences for further SNS study but also provide practical evidences for companies in their overseas expansion.

• Journal of Korean Library and Information Science Society
• /
• v.48 no.4
• /
• pp.181-207
• /
• 2017

The purpose of this paper is to provide values and effectiveness to libraries making a new social network service marketing model and strategy. According to study, when libraries entice library users with social network services, the users become loyal customers who give libraries long-term supports. For method of study, it establishes 15 hypotheses and proves those hypotheses with 157 responders. After inspecting hypotheses, 13 hypotheses are adopted and 3 hypotheses are dismissed. During the research, it is verified that usefulness perceived by library users is the most important factor of user satisfaction and continuous use intention which increased library users' intention to continue visiting the library. In addition, effectivness of marketing and cause are found in order of system quality, information quality, reliability, interactivity, subjective norms. In other words, the study found that library users found their information for using social network services and this attribute affects user satisfaction and ultimately continuous use intention in a positive way.

• Information Systems Review
• /
• v.12 no.1
• /
• pp.1-22
• /
• 2010

Demands onenterprise applications are changing drastically in terms of service and value. Currently enterprises have started to view these applications as service systems, as they combine technology with organizational networks designed to deliver services that satisfy the needs of customers and marketing operations. Social networking is playing a crucial role in this direction and provides organizations with the critical data that enable to build strong relationships with their customers and partners. Enterprises have started using this concept, by integrating social networking services with their enterprise applications such as CRM. In this paper, we combine an open source social networking engine with a CRM (Customer Relationship Management) application to constitute a social CRM system. This can bring the customers closer to the enterprise and facilitate better communication with them. Social Networking Analysis constructs were used to analyze the effectiveness of service system. In the current competitive and economically challenging conditions, salespeople needs to quickly and effectively establish meaningful communication with customers. Our approach can address this issue, by handling the changing customer demands in minimal time, and increases service quality and business value.

• Journal of the Korea Institute of Information and Communication Engineering
• /
• v.16 no.10
• /
• pp.2309-2315
• /
• 2012

The objective of this research is to suggest how to keep the continuous customers and how to build business model and marketing strategy. In detail, this research aims to closely examine the relationship among SNS quality(service quality, information quality, system quality) for airline customers, relational benefit(social benefits, psychological benefit, customization benefit, economic benefit) and customer satisfaction. As a result, if SNS quality is getting better, relational benefit better is higher. Specifically service information quality is more impactive to relational benefit than system quality. The effect of psychological customization benefits from SNS quality is the strongest to customer satisfaction of all factors. To conclude, the results of this research can be the guideline when designing marketing strategies for airline customers and for traditional tourism customers who use SNS.

• 한국HCI학회:학술대회논문집
• /
• 2009.02a
• /
• pp.273-277
• /
• 2009

Recently user-generated contents have been drastically increased. In this paper, we introduce the user reputation which can be used to evaluate quality of the content they created. First we have composed a social network that is based on user activity. And we have developed the algorithm to evaluate the users' reputation using this social network.

• The Journal of the Korea Contents Association
• /
• v.12 no.3
• /
• pp.311-321
• /
• 2012

This study derived from 5 variables(information, product diversity, communication possibility, responsiveness, price) of service quality on social commerce from literature studies and set up the research model and hypotheses. The 167 questionnaires are used in this analysis. The results were as follows: first, all the variables had positive influences upon satisfaction except responsiveness. Second, all the variables had positive influences upon repurchase intention except price. Third, the satisfaction of social commerce had a positive influence upon repurchase intention. This study suggested the strategic implications to induce customers satisfaction and repurchase intention after analyzing critical factors about service quality of social commerce.

• Journal of the Korea Society of Computer and Information
• /
• v.18 no.3
• /
• pp.127-139
• /
• 2013

Social commerce has not been studied in depth as it is a more common recent phenomenon. Especially, social commerce has not been examined academically in terms of information quality despite its importance. The purpose of this paper is to investigate the effects of information quality on customer satisfaction and continuous intention to buy in social commerce market. This study addresses two research questions as following. First, this study aims to examine the effects of information quality on customer satisfaction and then investigate the relationship between customer satisfaction and continuous intention to use in social commerce market. According to the result of analysis, all aspects of information quality except price information quality were found to be significantly related to the customer satisfaction. Finally, customer satisfaction was shown to be significantly related to the continuous intention to use. This study has academic and practical significance in that it analyses the customer satisfaction in terns of information quality and then provides strategic guide for enhancing customer satisfaction in rapidly developing social commerce market.

• Journal of Service Research and Studies
• /
• v.1 no.1
• /
• pp.49-60
• /
• 2011

Recently, with the growing of social network sites, people's choice is also getting more and more. So the notion of loyalty has become an important construct within the Social Network framework because of member is easy switching on the social networking sites. Despite the increasing importance of social network sites loyalty question, there's very little research in this area. In electronic commerce, the website loyalty development process is based on both website satisfaction and website trust toward the net-enabled business. But how to target the members with high or low loyalty in the social network sites is still a question. In this paper we propose one improved RFM model to evaluate the member loyalty to find the potential members for improving the service quality of the social network site. In addition, an empirical case study is performed to demonstrate how this procedure works. Moreover, further applications of this research are provided for improved social network sites experiences and how to use the model to practice.