• The Journal of Industrial Distribution & Business
• /
• 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.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• 제13권4호
• /
• pp.1609-1618
• /
• 2012

We can easily acknowledge the facts that the e-market is increasingly and quickly changed by the smart phone user's. This research focuses the e-service quality and relationship between the e-service quality, customer satisfaction and behavioral intention in the AppShopping Mall. Based on the documentary research, the empirical study was followed by the questionnaire. The 313 usable questionnaires were collected by a self-administered survey. The results reveal that the e-service quality determinants are factors including customer service, app design, security, connectivity and user's convenience, and that the e-service quality is directly or indirectly related to customer satisfaction and behavioral intention. The AppShopping mall managers have to try on their best to find out the customer's needs, manage the lists of the e-service quality and develop the app.

• Management & Information Systems Review
• /
• 제38권3호
• /
• pp.97-112
• /
• 2019

Currently, in China, mobile live broadcasts are more popular compared to online live broadcasts. Accordingly, this research focused on Wanghong, SNS's flagship live broadcasting app. In other words, Wanghong refers to an internet celebrity who acts online on social network services (SNS) influencing many other people. This study specifically focused on one social network service and conducted a study on live app users. The study first analyzed the quality factors of an SNS to users using China's live app. Secondly, the research investigated in finding out the impact of quality on the satisfaction of live app users and how this affects the live app user's satisfaction on their intention of continuous use. Studies have shown that information quality, system quality, and social quality among SNS quality have a positive influence on live app user satisfaction. However, the quality of service and the quality of emotion was rejected by the hypothesis. Throughout this study, we hope to create an app that allows users to share more satisfying mobile images, thereby establishing various episodes holding beautiful places of their life on a real-time basis. It is hoped that live broadcasting businesses will spread a significant impact around the world. Finally, in the future, research on the study of collective comparison between Korea and China on SNS is believed to be meaningful.

• Journal of Information Technology Services
• /
• 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.

• Journal of the Korea Society of Computer and Information
• /
• 제28권3호
• /
• pp.189-196
• /
• 2023

This paper analyzes the level of satisfaction of two groups of teachers who were educated about artificial intelligence using App Inventor. The participants were 13 pre-service and 9 in-service elementary school teachers and the data was collected using a questionnaire. As a result of the study, in-service teachers were all more satisfied than pre-service teachers in terms of interest, difficulty, and participation in the education. In addition, the questions investigating whether education helped motivate learning of artificial intelligence and whether there is a willingness to apply it to elementary classes in the future were also more positive for in-service teachers than for pre-service teachers. In general, pre-service teachers had somewhat more negative views than in-service teachers, but they were more positive than in-service teachers in terms of whether the education helped improve their understanding of artificial intelligence and whether they were willing to participate in additional education. Analysis of the Mann-Whitney test to see if there was a significant difference in satisfaction between the two groups showed no significance. This may be because most of the students in the two groups already had block-type or text-type programming experience, so they were able to participate in the education without any special resistance or difficulty with App Inventor, resulting in high levels of satisfaction from both groups. The results of this study can provide basic data for the future development and operation of programs for artificial intelligence education for both pre-service and in-service elementary school teachers.

• Journal of Korea Trade
• /
• 제23권4호
• /
• pp.58-79
• /
• 2019

Purpose - This study focused on the effect of mobile app information system quality on re-use intention in the medical service trade, and examined how the Chinese, currently the main consumer of Korea's medical service trade, obtained information through mobile apps, and the status of satisfaction felt by experiencing medical services. Design/methodology - The survey period was from November 2018 to January 2019, and was conducted on Chinese who voluntarily experienced medical services. The collected data verified causality of the study model through the statistical program, SPSS.24. The results showed that the most popular medical institution through the medical service mobile app is dermatology, and the quality of the app's information system plays a mediating role in influencing re-use intention. Findings - Overall, the current trade in medical services is first accessed and acquired through mobile apps, and as a result, consumers revisit medical institutions according to the reliability of information. Comments and likes, another new form of the word of mouth that has greatly influenced revisiting in the past, are seen to be spreading through the app's medical information. Originality/value - The previous market for the medical services trade was formed by very conservative word of mouth, but now we believe that the app's information system actively influences the revisit effect. This means that apps can be used in diverse areas in the medical service trade market. In addition, the medical service market needs to further develop a mobile app environment that can reflect consumers' diverse needs, behaviors, and culture from time to time in order to revitalize the service trade. Such an app environment development will have tremendous promotional effects on the trade market and provide directions for expanding trade in medical services.

• The Korean Journal of Franchise Management
• /
• 제9권1호
• /
• pp.27-39
• /
• 2018

Purpose - Recently, the mobile application field has been receiving astronomical attention from the past few years due to the growing number of mobile app downloads and withal due to the revenues being engendered. Especially delivery apps by mobile service market is experiencing rapid growth and competition is intensifying. Therefore, delivery apps' choice attributes has become important as a strategy for survival of franchise firms. Based on previous studies, this research proposed the theoretical framework about the structural relationships among customer satisfaction, trust and revisit intention on delivery apps' choice attributes. Research design, data, and methodology - This study examines the structural relationship between choice attributes of using the delivery app, satisfaction, trust, and revisit intention. More specifically, this study has been examined from the perspective of Generation Y who is enjoying electronic commerce and shopping with mobile phone. In this model, choice attributes of delivery app consists of three sub-dimensions such as service quality, system quality, interaction quality. So as to test the purposes of this study, research model and hypotheses were developed. After excluding 24 invalid respondent questionnaires, 201 valid questionnaires were coded and analyzed using frequency, confirmatory factor analysis, correlations analysis, and structural equation modeling with SPSS 21 and SmartPLS 3.0. Result - The results of the study are as follows. First, service quality and interaction quality had positive effects on satisfaction, and interaction quality had positive effects on trust, but system quality did not have a significant effect on both satisfaction and trust. Second, satisfaction had positive effects on both trust and revisit intention. Third, trust had positive effects on revisit intention. Conclusions - The implications of this study are following as: From the theoretical perspective, this study confirms the effect of delivery apps' choice attributes on satisfaction, trust, and revisit intention. In addition, it is significant that we examined the influence of choice attributes of delivery apps on their attitudes and behaviors of Generation Y familiar with mobile environment. Through this study, we hypothesized that the attributes of service quality and interaction quality of delivery apps have a significant effect on customer satisfaction, and this can be expected to provide meaningful implications for the development of franchise restaurant industry. To encourage continuous repurchase through customer satisfaction, franchise companies need to establish various strategic alliances with delivery app companies and new growth engines by providing diverse and high-quality services to customers in the smart age.

• Journal of the Korea Fashion and Costume Design Association
• /
• 제22권3호
• /
• pp.139-153
• /
• 2020

Today, the proliferation of smart-phones and other mobile devices is bringing many changes to people's daily lives. Recently, the mobile shopping market has grown rapidly and has become a center of distribution. Furthermore, the consumer mobile fashion market is expected to expand and mobile fashion consumers' shopping tendencies will gradually become segmented. Differentiated marketing strategies for mobile fashion companies are to become essential. This study intends to understand the propensity of mobile fashion shopping and the importance of fashion app attributes, and their impact on mobile fashion shopping customer satisfaction and loyalty. The research aims to identify shopping trends and buying behaviors of mobile fashion consumers, find ways to increase mobile fashion shopping purchases, and help develop the mobile fashion market. The results of this study are summarized as follows. First, the compilation and the economics of the mobile fashion shopping propensity factors were shown to have a significant impact on product information, product reviews, and service quality, which are in turn important factors for fashion app attributes, whereas convenience only had a significant impact on service quality. Second, product information and service quality, which are also important factors for fashion app attributes, have a significant impact on mobile fashion shopping. Third, customer satisfaction concerning mobile fashion shopping has a significant impact on loyalty. Mobile fashion shopping customer satisfaction increases loyalty. Increasing the satisfaction and loyalty of mobile fashion shopping will lead to increased sales using mobile fashion shopping apps(Site) and become apparent in the results of mobile fashion companies. Therefore, various efforts by mobile fashion companies will be needed to satisfy their customers.

• Journal of Korean Library and Information Science Society
• /
• 제51권1호
• /
• pp.329-347
• /
• 2020

This study analyzed the effect of app characteristics of the handicapped library on user satisfaction and intention to reuse using the technology acceptance model. As a result, the app's accessibility, convenience, innovation, and reliability have a significant effect on perceived usefulness, and instant accessibility, accuracy, and interactivity have no significant effect. The characteristics of all apps were analyzed to have a significant effect on perceived ease of use. The regression model for perceived ease of use and perceived usefulness was statistically significant. It was found that perceived ease of use and perceived usefulness had a positive effect on user satisfaction and satisfaction was intended to be reused.

• Journal of the Korea Convergence Society
• /
• 제12권3호
• /
• pp.85-98
• /
• 2021

Domestic delivery app services are taking a leap forward as the non-face-to-face culture spreads due to the COVID 19 situation and the industrial scale is also growing. In the expanding delivery app service market, we try to verify the structural relationship between variables by empirically analyzing the influencing factors of users' trust in rational and emotional factors. Delivery app service users trust and discriminate parameters in the relationship between rational and emotional factors. Satisfaction according to the trust of a valid delivery app service and service expansion model through word of mouth was designed. It was verified through a hypothesis whether it had an effect, and it can be used as a variety of service strategies for delivery app service users.