• Journal of the Korea Convergence Society
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• v.8 no.12
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• pp.317-327
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• 2017

The purpose of this study is to analyze the effects of the convergence of the in-flight meal quality, the customer satisfaction, the brand image and brand loyalty. A total of 170 questionnaires were finally used for the 'analysis of factors, analysis of reliance, analysis of corelation and multiple regression analysis.' We found out that the in-flight meal quality came up with the food factor, service factor and cleanliness factor. The results of the study are as follows; First, only the food factor and the service factor positively affected the customer satisfaction. Second, the food factor and the service factor positively affected the brand image. Third, the customer satisfaction positively affected the brand image and the brand loyalty. Lastly, the brand image positively affected the brand loyalty. According to this study, the in-flight meal quality, customer satisfaction, brand image and brand lo oyalty in the airline service are very important factors for a successful marketing strategy.

• Journal of Korea Society of Industrial Information Systems
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• v.12 no.5
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• pp.86-97
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• 2007

For continuous growth and diffusion of internet banking, it is important to investigate user resistance factors to internet banking. This study investigates the effects of individual characteristics, characteristics of internet banking and service quality factors on user resistance to internet banking. Individual characteristics include self-efficacy of computer, self-efficacy of internet banking, attitude to change, and innovative attitude. Characteristics of internet banking include relative advantage, compatibility, complexity, and perceived risk. Service quality was classified as 5 dimensions of SERVQUAL. The results of this study showed that self-efficacy of computer, self-efficacy of internet banking, compatibility, responsiveness, complexity, perceived risk, reliability and empathy had a significant effect on user resistance to internet banking.

• The Journal of Information Systems
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• v.20 no.3
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• pp.209-235
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• 2011

비즈니스 조직에서 집단지성을 경쟁우위의 중요한 요소로 활용하는 사례가 증가하고 있다. 인터넷과 소셜 네트워크 서비스는 물론이고 위키와 같은 편집도구 등은 집단지성을 가능하게 하는 대표적인 정보기술이다. 그러나 집단지성은 전문가 지식에서와는 다른 품질의 문제가 제기되기도 한다. 따라서 본 연구에서는 집단지성의 품질에 영향을 주는 요인을 분석하는데 그 목적이 있다. 선행연구를 통해 집단지성의 품질에 영향을 주는 개인의 동기(love, money, glory, professional development), 집단특성(expertise, diversity, size), 집단지성의 도구(navigating, usefulness, agility, user preference) 차원에서 총 11개의 영향요인을 파악하였다. 조직 경쟁우위의 핵심으로 집단지성을 활용하는 대표적인 성공사례인 Threadless, InnoCentive, iStockphoto, Panda Security, Wikipedia를 분석하여 3개 차원에서 11개의 명제를 제안하였다. 사례분석의 결과, 개인의 동기, 집단특성, 집단지성을 위한 도구는 집단지성의 품질에 긍정적 영향을 주는 것으로 나타났다. 예를 들어, 개인적 동기가 뚜렷하고 다양한 특성을 지닌 다수가 참여할수록 소집단에서보다 더 잘 문제를 해결하고 있는 것으로 분석되었다. 따라서 집단지성의 품질을 개선하고 이를 통해 혜택을 얻기 위해서 조직에서는 다양성을 지닌 대규모 커뮤니티를 구성하고, 참여에 대한 동기를 부여하고, 적절한 집단지성의 도구를 선택하여 활용하여야 한다.

• Journal of The Korean Association of Information Education
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• v.16 no.1
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• pp.81-89
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• 2012

Quality in smart learning is composed of many factors, and it is more complicated than the traditional education. This study put emphasis on three aspects of the smart learning quality(contents, systems, services). This study depended mostly on literature review, supplemented by FGI(Focus Group Interview) for classification of the smart learning quality factors. On a 5 point Likert scale, the survey enables the users to rate the relative importance of factors, followed by another factor performance rating. The questionnaire were composed of 39 questions. 8 questionnaire sheets were excluded which were not properly filled in or unsuitable for the analysis, and therefore, a total of 112 questionnaires were used for the final analysis. Collected data was statistically analyzed using the SPSS 18.0 for Windows statistical package. Importance-performance analysis(IPA; gap between importance and performance) is used for the empirical test.

• The Journal of Society for e-Business Studies
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• v.15 no.3
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• pp.63-83
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• 2010

IPTV(Internet Protocol Television) is an innovation technology to lead the new media age. Internet protocol television (IPTV) is a next generation television converged with the Internet which are delivered portal services such as information search, games, movies, home shopping and banking. Generally, service quality affects to adopt or use these technologies. Quality of experience (QoE) is more issue to be considered than service quality because of the technological restriction and limitation that IPTV is accessed by the Internet. The QoE is defined as the cognitive and experienced quality measured with users through an experiment and is conceptually related to service quality. The objective of this paper is to suggest a methodology to measure the QoE of IPTV using a user testing. We find significant factors affecting QoE of IPTV through an exploratory study and measure QoE scores. We found the nine factors of graphics, picture, accuracy, access method, quality of contents, usability, security, and performance important for QoE. The QoE scores of picture, graphics, and quality of contents gained over the average score, but the overall score for IPTV service providers was not high and the QoE needs to be improved.

• Culinary science and hospitality research
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• v.19 no.5
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• pp.87-99
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• 2013

This research was intended to investigate the influence of relationship quality by servicescape of Korean restaurants on loyalty targeting Busan city area. For this, a research model was designed and hypotheses were drawn through literature investigation. 300 copies of the questionnaire for a survey were distributed from 6th to 24th of May, 2013, and then 288 copies were adopted for the empirical analysis. As for data processing, the data were analyzed by using SPSS win version 18.0 statistics package program and were verified through frequency analysis, reliability analysis, factor analysis, and regression analysis. The result of this empirical study was summarized as follows. First, as a result of verifying the influence of servicescape factors on relationship quality, cleanliness, comfortableness, and accessibility among the servicescape factors had significant effects on commitment among the quality factors. Second, the result from verifying how the servicescape factors affected trust showed that attractiveness, comfortableness, and accessibility had significant effects on trust. Third, commitment and trust among the relationship quality factors were found to have significant effects on loyalty.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.23 no.1
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• pp.215-234
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• 2012

The purpose of this study is to investigate asymmetric and nonlinear nature of the relationship between service attributes and global customer satisfaction, and to identify improvement strategies of service quality in libraries. In this study, two methods(such as kano's analysis and importance grid) were used to analyze the factor structure of customer satisfaction in libraries. The results show that two quality elements are classified as excitement factors, twelve quality elements are sorted as hybrid factor and eight quality elements are classified as dissatisfiers.

• Journal of Korea Society of Industrial Information Systems
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• v.12 no.5
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• pp.146-162
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• 2007

The purpose of this study was to investigate the nature of relationship among service quality, customer satisfaction and e-loyalty in e-learning site. In order to achieve the study purpose, survey method was applied. As a result, it was revealed that service quality had significant effects on customer satisfaction in e-learning site. The influential factors of service quality on customer satisfaction included convenience of use, personalization, tangibles, responsiveness, and reliability in e-learning site. In addition, service quality had significant effects on e-loyalty as well.

• Proceedings of the Korea Port Economic Association Conference
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• 2007.10a
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• pp.175-197
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• 2007

컨테이너 선박의 대형화, 항만의 중심항과 주변항으로 체제 변화 등과 같은 항만 환경의 변하는 항만간의 경쟁을 심화시키고 있다. 선행연구에서 항만경쟁력 요인 분석을 통해 항만물류 서비스품질 또한 한 요인임을 밝혔다. 기존의 항만물류 서비스품질에 대한 연구에서 항만물류 서비스품질을 통한 고객만족에 관한 연구는 많지만, 항만물류 서비스품질의 선행변수에 대한 연구는 미비했다. 따라서 본 연구에서는 항만물류 서비스품질이 선행변수로 전략지향성의 요인인 혁신지향성, 고객지향성, 경쟁자지향성을 선정하여 이들의 관계를 규명하고자 하였다.

• Proceedings of the Korean Society for Information Management Conference
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• 2006.08a
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• pp.11-16
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• 2006

공공도서관 웹사이트의 이용자 만족도에 영향을 미치는 요인을 설문조사를 통해 실질적으로 조사하였고, 이용자와의 면담을 통해 만족스러운 점과 불만족스러운 점을 조사하였다. 이를 위해 서울시의 15개의 공공도서관의 294명 이용자를 대상으로 설문조사와 면담조사를 실시하였다. 공공도서관 웹사이트의 이용자 만족도에 영향을 미치는 요인을 시스템 품질과 정보 품질, 서비스 품질로 크게 나누고, 각각의 세부요인을 들었다. 연구 결과, 이용자 만족에 가장 큰 영향을 미치는 요인은 정보의 범위였고, 두 번째는 정보 표현의 심미성, 세 번째는 서비스의 응답성이었다. 네 번째는 시스템 품질의 사용용이성, 다섯 번째는 상호작용성이고, 여섯 번째는 정보의 정확성이었다. 접속은 이용자 만족에 영향을 미치는 요인에서 제외되었다.