• 산경연구논집
• /
• 제10권6호
• /
• pp.19-27
• /
• 2019

Purpose - The purpose of this study was to examine quality improvement priorities by examining not only quality classifications but also PCSI (Kano, 1984) of mobile app service qualities of general hospitals in the Metropolitan Area and offer potential improvements. Research design, data, and methodology - The study examined five of service qualities, including app design, reaction, convenience, safety and supply of information by precedent studies. 20 test items were selected. A total of 60 positive and negative questions to estimate customer satisfaction and PCSI was investigated. The author collected 300 copies from interviewees who made use of the app services of 13 general hospitals within one year, and classified quality factors by using table of quality assessment and also estimated the customer satisfaction index (Timko, 1993). The study made quality improvement priority by the PCSI index. Results - Reaction of the mobile app service quality ranked the highest PCSI, and payment safety ranked the highest, and customer support and supply of the information ranked high as well. It was observed that design ranked comparatively lower in these categories. Conclusion - Safety, reaction and supply of information should be prioritized to reorganize and improve the mobile app services.

• 한국컴퓨터정보학회논문지
• /
• 제25권9호
• /
• pp.173-182
• /
• 2020

본 논문의 목적은 "인공지능(AI)+의료미용" 이라는 새로운 서비스 수단이 고객의 구매 의도에 미치는 영향하는 것이다. AI 의료뷰티 APP 마케팅 방식을 실증 연구로 한다. 본 논문은 SPSS 24.0 와 AMOS24.0 구조방정식 통계 소프트웨어를 이용하여 통계분석을 실시하였다. 분석방법은 신뢰성분석, 타당성분석, 구조방정식모형분석 등을 이용하였다. 실증연구를 통해 다음과 같은 결과를 얻었다. 1. AI의료용 뷰티 APP의 시스템품질은 유용성과 사용편의성에 긍정적인 영향을 미친다. 2. AI의료APP는 유용성과 사용 편의성에 긍정적인 영향을 미친다. 3. AI의료용 뷰티 APP는 인식된 유용성과 인식된 사용편의성에 긍정적인 영향을 미친다. 4. 소비자가 인식된 사용 편의성은 인식된 유용성과 구매 의지에 긍정적인 영향을 미친다. 5. 소비자의 유용성을 알리는 것은 구매 의사에 긍정적인 영향을 미친다.

• 한국컴퓨터정보학회논문지
• /
• 제20권7호
• /
• pp.65-76
• /
• 2015

This study investigates predictors of continuance intention and purchase intention in mobile application(App) stores. This study identifies the structural relationships among app store quality, user habit, switching costs, user loyalty, continuance intention, and purchase intention in mobile application stores. The results indicate that user loyalty increases continuance intention and purchase intention and that user habit positively affects perceived switching costs and user loyalty. App store quality is a formative construct including quality of content, ease of use, and security. App store quality affects user habit positively. This study theoretically and practically contributes to the integration of influential factors for continuance intention as well as purchase intention.

• International Journal of Advanced Culture Technology
• /
• 제11권4호
• /
• pp.456-463
• /
• 2023

We conducted this study to identify the components of H&B store app service quality and their effect on customer satisfaction. The survey was conducted through an online survey for teenagers or older with experience in using H&B store app. A total of 330 copies were distributed and a total of 282 copies were used for the final analysis. The results of this study are summarized as follows: First, eight factors such as ease of use & design, fulfillment, playfulness, responsiveness, personalization, security, contextual usefulness, interactivity were derived as service quality components of H&B store app. Second, as a result of regression analysis, the six service quality components, such as 'ease of use & design', 'fulfillment', 'playfulness', 'responsiveness', 'security', and 'interactivity' were found to have a significant positive (+) effect on customer satisfaction (p<0.05) and 'playfulness (β=.372)' had the greatest effect on customer satisfaction. Based on the results of this study, we should strive to establish effective marketing strategies in the H&B industry.

• 한국정보시스템학회지:정보시스템연구
• /
• 제32권1호
• /
• pp.147-178
• /
• 2023

Purpose The mail goal of this study is to find out factors influencing users' satisfaction of public application with the emphasis of service quality of public web and public value. For this purpose, we applied IS success model to develop the research model that explains users's satisfaction and public performance. Design/methodology/approach The proposed research model was developed based on IS success model along with two moderating effects - Service Quality of Public Web and Public Value in order to empirically test proposed causal relationships withing the model. A total of 377 survey responses were analyzed by forming the structural equation modeling with AMOS 24.0. Findings The analysis results show that the service, information, and system quality from IS success model are positively associated with user satisfaction, which in turn is positively associated with public app performance. The results also show that the relationship between user satisfaction and public app performance is positively moderated by public value. However, the relationship between public app service quality and user satisfaction isn't moderated by public web service quality.

• 한국컴퓨터정보학회논문지
• /
• 제26권6호
• /
• pp.107-113
• /
• 2021

본 논문에서는 안드로이드 앱 설명이 애플리케이션 품질 측정에 충분한 권한 사용을 제공하는 지에 대해 연구하였다. 안드로이드 애플리케이션 설명은 품질측정, 기능추천(functionality recommendation), 말웨어감지와 같은 다양한 목적으로 분석된다. 그러나 많은 앱들이 설명에서 실수 혹은 고의로 권한 사용을 공개하지 않는다. 이전 연구에서는 가장 중요한 것은 애플리케이션 설명에서 권한 사용에 대한 내용이 없거나 부족하면 애플리케이션 설명을 정확하게 분석할 수 없었다. 권한과 앱 설명 간의 일관성을 평가하기 위해 29,270개의 애플리케이션 설명에 대한 안드로이드 권한을 예측하는 방법을 구현했다. 결과로 앱 설명의 25%는 권한에 대한 의미를 포함하지 않았으며 앱 설명의 57%는 권한 사용에 대한 내용을 정확하게 반영 할 수 없다.

• 산경연구논집
• /
• 제9권12호
• /
• pp.63-72
• /
• 2018

Purpose - In this study, it is classified the service quality dimension of mobile shopping app using Kano model. In addition, it is evaluated quality factors suitable for strategic management from the viewpoint of service provider through mobile application through binary dimension analysis. Research design, data, and methodology - In this study, seven quality dimensions such as information quality, reliability, immediacy, convenience, design, security and customer service were derived through related studies to make binary shopping quality app quality measurement. 37 sub-variables were set by each quality dimensions. Each questionnaire was composed of positive and negative items like Kano's proposed method, and the satisfaction coefficient suggested by Timko(1993) was examined to understand the influence of each factors on customer satisfaction. Results - As a result of research, shopping app users perceived unity quality factor in most items of service quality dimension such as information quality, reliability, immediacy, convenience and customer service. In addition, the satisfaction coefficient showed a good impression, quick response of the result, fast delivery, and the unsatisfactory coefficient showed more interest in personal information such as payment method safety, and transaction security. As a result of research, shopping app users perceived unity quality factor in most items of service quality dimension such as information quality, reliability, immediacy, convenience and customer service. And, in information quality, the information overload was classified as an apathetic quality component, while the related information provision belonged to an attractive quality component. In reliability quality, customized service provision was classified as an attractive quality component. In instant connectivity, the quality of the connection during transport was classified as an attractive quality component. In convenience quality, access to product information was classified as a one-way quality component. All components of designs quality were classified as attractive quality components, and in security quality, all of their components were all classified as one quality component. Lastly, in customer service, they components were all classified as a single quality component. In addition, the satisfaction coefficient showed a good impression, quick response of the result, fast delivery, and the unsatisfactory coefficient showed more interest in personal information such as payment method safety, and transaction security. Conclusion - In the online service environment, which is difficult to differentiate in terms of upward upgrading only by technological implementation and function, the results of this study can be suggested as a differentiating factor for major channels with customers rather than improve the brand image.

• 한국산학기술학회논문지
• /
• 제13권4호
• /
• pp.1609-1618
• /
• 2012

최근 스마트폰 이용은 전자상거래 시장에 새로운 변화를 가져오고 있다. 이 연구에서는 스마트 폰을 이용한 앱 쇼핑몰 이용자의 e-서비스품질과 관련 개념의 관계를 밝히려는 목적에서 연구되었다. 연구결과 앱 쇼핑몰의 e-서비스품질 차원은 사용편의성, 디자인, 고객서비스, 연결성, 보안성 등으로 확인되었다. 그리고 e-서비스품질과 고객만족, 구매의도간 영향관계도 밀접하다. 앞으로 앱 쇼핑몰 경영자는 스마트폰 이용자가 보다 쉽게 접근할 수 있는 쇼핑몰 개발과 서비스개발에 중점을 두어야 한다. 특히 e-서비스품질 항목의 관리를 통하여 고객만족을 가져오고 이를 바탕으로 재구매 고객을 늘리려는 노력에 관심을 기울여야 한다.

• 한국정보시스템학회지:정보시스템연구
• /
• 제29권3호
• /
• pp.215-236
• /
• 2020

Purpose/Design The purpose of this study is summarized as follows. First, we want to derive the quality dimension of the delivery app services based on the experience of the users of the delivery app. Second, we would like to identify the continuous intention to use, taking into account the integrated nature of online and offline quality. Third, the online and offline quality factors of the delivery app services shall be checked in an exploratory manner to see how they affect perceived value, satisfaction, and continuous intention to use. In order to demonstrate the purpose of this study, a self-report survey was conducted in which respondents directly responded. A questionnaire of 295 people was identified as a valid sample and used for the final analysis. Findings The summary of the hypothesis test results is as follows. First, the system quality among the online characteristics does not have a significant impact on both perceived values and user satisfaction. Second, the hypothesis that information quality affects satisfaction and perceived value was adopted. Third, the service quality was shown to be a significant factor affecting perceived value and satisfaction. Fourth, the delivery quality among offline characteristics was found to have no significant effect on perceived value and satisfaction. Fifth, the hypothesis test of commodity quality showed that both perceived value and satisfaction had a significant impact. Sixth, satisfaction in the delivery app service showed a positive effect on the continuous intention to use.

• 한국IT서비스학회지
• /
• 제14권3호
• /
• pp.1-18
• /
• 2015

Recent trends of mobile convergence has already brought about many changes in our digitally-powered society. Especially, taking advantage of strengths of existing mobile devices and smart phones have already been established as a primary standard in the business intelligence world. Such high-powered digital devices equipped with mobile convergence functions are getting more momentum as app stores are prevailing. Basically, the app stores are administered by smart phone manufacturers, creating a new business ecosystem among app developers and end-users. However, there are paucity of studies tackling an issue about how users' repurchase intention of the apps is influenced by the service qualities of the app stores. In this respect, this study aims to investigate the effect of app store service quality on users' satisfaction and repurchase intention. As the value of loyal customers is incomparably high in app commerce, winning customers' loyalty is vital to the success of app stores. In this study, a customer is defined as one who has purchased goods or services at least once from the app stores. The proposed research model includes a number of constructs such as app perceptions, customer service, perceived ease of use, design, promotion, perceived consumer risk and connectivity. Empirical results revealed that perceived consumer risk has a negative relationship with consumer's perceived repurchase intention. All the other variables-app perceptions, customer service, perceived ease of use, design, promotion, connectivity- are found to be positively related with the repurchase intentions.