• Journal of the Korea Academia-Industrial cooperation Society
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• v.14 no.5
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• pp.2157-2167
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• 2013

The current paper aims to analyze the influence of users' self evaluation of e-service quality and others' word-of-mouth(WOM) on customer satisfaction and revisit intention in a family restaurant web site. The research model includes the constructs of service quality, WOM, customer satisfaction, and revisit intention. This study examines the hypothesized model using data from 175 college students around the Seoul metropolitan area who have visited a family restaurant as well as used its web site during the last three months. The findings show that service quality has a significant impact on customer satisfaction and a full-mediation effect between WOM and customer satisfaction. In addition, customer satisfaction has a significant influence on revisit intention. Family restaurants need to have an effort to manage service quality factors and social influences such as online WOM in order to use a web site as a tool of customer relationship management.

• Journal of the Korean Applied Science and Technology
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• v.38 no.3
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• pp.689-699
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• 2021

The spread of the COVID-19 pandemic has been increasing non-face-to-face activities; as a result, this has resulted in the number of individuals obtaining medical information from the websites and mobile contents of medical institutions increasing. The study conducted the structural equation modeling to test hypotheses; as a result, all sub-factors of e-service quality of small medical clinic websites and mobile contents, usability, security, responsiveness, design, and information, had a significant positive effect on relationship quality, and relationship quality had a significant positive effect on e-Loyalty. Moreover, the structural equation model showed a good model fit, χ²/df of 2.021, NFI of .954, TLI of .969, CFI of .976, RMSEA of .046. Future research is suggested to study relationship quality by developing a system able to quickly and accurately respond to websites and mobile contents users; furthermore, improving e-service quality and relationship quality is likely to strengthen e-loyalty.

• Proceedings of the Korea Inteligent Information System Society Conference
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• 2007.11a
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• pp.367-378
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• 2007

기업이나 단체는 고객과의 관계형성 강화와 충성도를 높이기 위해 온라인 커뮤니티를 조직 차원에서 활성화하고 있고, 개인들은 사회 연결망(social network) 강화를 위해 개인의 관심사${\cdot}$가치${\cdot}$흥미${\cdot}$문화 등에 따라 특정 온라인 커뮤니티 사이트를 통해서 다양한 정보 획득과 구성들 간의 관계를 형성해 가고 있다. 이러한 추세에 힘입어 온라인 커뮤니티 사용자들은 상호작용성을 높이기 위해 아바타를 커뮤니케이션의 전달매체로 활용하는 경향이 있다. 본 연구는 아바타가 웹사이트 간 신뢰전이에 어떻게 영향을 미치고, 아바타 유무와 아바타 유형에 따라 신뢰전이가 어떤 차이가 나는지를 실증분석을 통해 검증하였다. 첫째, SERI와 SERI 포럼 사이트간에 신뢰전이가 부분적으로 발생하고 있으며, SERI 포럼 내에서는 변수들간의 모든 가설이 모두 유의하게 검증되었다. 둘째, 아바타 유형에 따라 SERI와 SERI 포럼 사이트간에 신뢰전이가 발생하는데 차이가 나타났다. 셋째, 모(母) 사이트의 신뢰는 자(子) 사이트의 품질요인과 포럼활동 만족도에 직${\cdot}$간접적으로 일부분 영향을 미쳤다. 다만, 중개자 신뢰는 시스템신뢰에는 유의한 영향을 주지 못하며, 피드백 메커니즘은 정보 품질과 시스템품질에 유희한 영향을 주지 못한다.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.29 no.2
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• pp.127-148
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• 2018

This study defined the influence of the quality of job information websites and of user characteristic factors on the user satisfaction and on the intention of the use thereof based on the technical acceptance model to activate research on job information or job information websites in the category of Library and Information Science, amid studies on the Fourth Industrial Revolution in various disciplines emerging. 230 users experienced in job information websites were surveyed. The surveyed data were analyzed by applying the structural equation model. The results are as follows. Accuracy, security, self-efficacy, the perceived easiness of use had a positive effect on the perceived usefulness. Up-to-dateness, self-efficacy, individual innovation had a significant effect on the perceived easiness of use. The perceived usefulness and the perceived easiness of use had a positive effect on user satisfaction, and the user satisfaction had a significant effect on the intention of use.

• Journal of Korean Society of Transportation
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• v.32 no.1
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• pp.39-49
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• 2014

The continuing growth of transportation and communication has resulted in the spread of transportation information interlocked with the Internet. General users are actively seeking web-based transportation information and are trying to apply it into their lives. Now the implementation of user-centered transportation information services are becoming the essential activity for pertinent companies or public institutions. In this paper the author tried to measure the quality of web sites featuring transportation information using the robust measurement tool called WebQual. In addition, the author investigated the relationship between the components of WebQual (usability, information quality, and interactivity) and satisfaction/intention to revisit. According to the results, WebQual had the effectiveness of confirming the service quality for the web sites of transportation information. Also the components of WebQual had positive influences on satisfaction and intention to revisit.

• Journal of Digital Convergence
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• v.11 no.6
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• pp.113-127
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• 2013

The open market are expanding service quality which was used as rating scale in the field of marketing. In accordance with open market, they convert it to e-service quality and use it. Udo et al.[6] suggested web service quality combining e-SEVQUAL[2] and extended Information Success Model[7]. This study suggests four influence factors of e-service quality in the open market; website privacy and security, web site contents, web site convenience, and images of the open market companies. The study conducted survey on 301 college students and life long education center students in Busan. The study found that all four influence factors have positive effects on the web service quality and ultimately web service quality has beneficial effects on the satisfaction in open market users' information system.

• Culinary science and hospitality research
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• v.21 no.4
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• pp.294-308
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• 2015

The purpose of this study was to look into the service quality of websites and the attributes of review information thereon as perceived by visitors thereto and to analyze the effect that the service quality of festival websites and informative usefulness of testimonials would have on the satisfaction with use, along with the effect that the satisfaction with use would have on behavioral intention. Based on the results of this study, we intended to present measures that could help strengthen the intention to spread positive word-of-mouth for festivals and to visit a festival through satisfaction with a festival's website. The festival selected to achieve the objectives of this study was the Yeongdeok Snow Crab Festival, which is one of the most renowned local food festivals in the Gyeongbuk region, having been held for 17 consecutive years, and has been selected as the top festival of Gyeongsangbuk-do for 4 consecutive years. We surveyed visitors to Yeongdeok Snow Crab Festival who had searched for information on the Yeongdeok Snow Crab Festival prior to its opening, as well as those who had participated in Yeongdeok Snow Crab Festival before. The results of this study showed that review information on a food festival website, service quality design, adequacy of substance, responsiveness to customers, and system capability were found to have a positive effect on behavioral intention through satisfaction with use. The findings suggest that it is crucial to manage the service quality of websites in order to stimulate interest in, and induce visits to, food festivals.

• Journal of the Korean Society for information Management
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• v.30 no.2
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• pp.7-33
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• 2013

The purpose of this study is to analyze the user satisfaction, royalty and compliant of a children's library Website. To achieve the aim of this study a modified Kim and Park's model of the user satisfaction index which consists of information quality, service quality, and system quality dimension is adopted. A total of 130 valid responses to the questionnaire were analysed using SPSS 18. It is found that the higher the user satisfaction gives the higher the royalty and the lower the compliant. For the contents quality dimension, the items of Usability, Accuracy, Easy of understand, Reliability and Up-to-date; for the service quality dimension, the items of Interface design, Reliability, Responsiveness, and Empathy; for the system quality dimension, the items of Response time, Interactive, Easy to access, and Easy to use show a significant relationships to the users' satisfaction.

• International Area Studies Review
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• v.16 no.3
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• pp.159-180
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• 2012

The objectives of this study are to identify significant antecedents of trust and satisfaction and to examine the relationship between trust and satisfaction and interrelationship between trust, satisfaction, loyalty, relationship retention and intention of words of mouth based on buyers of Chinese internet shopping mall. The questionnaire was collected by personal interview. A total of 448 completed questionnaires were collected. Confirmatory factor analysis was conducted to test the validity of the measurement model, and the structural model also was analyzed to examine the associations hypothesized in the research model. This study uses AMOS program to investigate the research model. Results in this paper indicate that the antecedents of trust and satisfaction have three dimensions, namely communicational, traditional and relational factors. All these three functions are positively related to trust and satisfaction. Also the results show that trust and satisfaction are positively related to loyalty, relationship retention and intention of words of mouth. Finally, this study suggests the implications of these findings and offers directions for future research.

• Journal of Digital Convergence
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• v.10 no.11
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• pp.1-10
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• 2012

Korean government is providing a Internet-based government services to people. One of the main concerns of the government for implementing e-government services is to increase the sustainable use of the people. Therefore, management and development of e-government Web site is an important issue. In particular, it is an important to the government policy for reinforcing satisfaction and trust of the usage of e-government services. Thus, the Web site design is an important issue to consider for increasing usage of e-government services. Therefore, studies of e-government Web site design suggested an important implication to spread for continual usage of e-government services. In this study, we investigated relationships among the design factors of e-government Web site, trust, and satisfaction. The results of this study will provide useful suggestions for developing design strategies for continual adoption of e-government services.