• International Commerce and Information Review
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• v.11 no.4
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• pp.215-228
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• 2009

This research considers to analyze the importance and priority order of outsourcing partner selecting factors on plant exporters. This research deals with case study on the outsourcing in the "A" plants exporter. To obtain the goal this research, firstly, based on reviewing previous literature and taking professional advice, the selecting factors were identified and conceptualized, and we made the hierarchy model and utilized AHP in analysis method. Secondly, AHP model constructed 3 higher factors, and 9 lower factors. Thirdly, the data used for the weight values for the outsourcing partner factors were collected from outsourcing experts and officers in "A" company. The 3 higher factors were 'Firm's Competence', 'Customer/User Factor', and 'Systemic Factor', and the 9 lower factors were 'experience of outsourcing', 'competency based HR', 'market share', 'reliability', and 'communication', etc. As the results of the analysis, this research evaluated with an importance highest among selecting factors of outsourcing partner of "A" company were 'Customer/User Factor(46.5%)', 'Systemic Factor(27.8%)' and 'Firm's Competence(25.7%)'. And importance highest among lower selecting factors of outsourcing partner of "A" company were 'reliability(31.4%)', 'competency based HR(14.4%)' and 'communication(13.7%)'. The developed model and selecting factors of outsourcing partner are expected to contribute on effective decisions on plants exporters. Managerial implications and future research directions are suggested based on findings.

• Journal of Information Technology Services
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• v.12 no.1
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• pp.83-98
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• 2013

Advanced IT of Korea is the important factor that has improved the performance of business to business e-business systems, especially On-Line E-procurement System (KONEPS). Obviously KONEPS is well positioned in businesses of Korea. In order to be higher performance in KONEPS, it needed to be analysed important characteristics composed of KONEPS. Even though KONEPS has been operating well, user's satisfaction and customer loyalty for KONEPS was not high in real businesses. In this research, we tried to find the factors affecting user satisfaction and customer loyalty for KONEPS and figure out the mechanism among the factors. We surveyed using characteristics, which are information diversity, usability, system reliability and stability, on suppliers, main users of KONEPS. We consider the using characteristics as independent factors of the research model. Meanwhile, we model user's satisfaction and customer loyalty as the dependent factors. The results from the study are helpful in providing policies and strategies to promote the use of KONEPS.

• Journal of Internet Computing and Services
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• v.4 no.5
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• pp.31-41
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• 2003

At present, the market size of electronic commerce has increased and also the construction of internet shopping mall has expended. But it raises question about issue that the manpower who develope user interface lack of the comprehensive and systematic approach. For that reason this study identified the main factor of the user interface contents in internet shopping mall and suggested the contents item based on the reliability, safety and ease of uses for the customer. Eventually, the developed basic contents items are company information, the protection policy of private information, user agreement. product information, settlement information, order process, delivery process and customer support.

• Management & Information Systems Review
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• v.31 no.3
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• pp.75-95
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• 2012

The purpose of this study is to examine the effect of electronic trade's web site usability on the user satisfaction and customer royalty. In order to accomplish the purpose of this study, a research model was established and obtained the results as follows, First, navigation, information structure characteristic, communication has statistically significant effect on user satisfaction. It means users think more important the convenience, approachableness than web site design, visually menu to the information. Also, it represent communication with user is important factor to use web site. Second, user satisfaction has significant influence on customer royalty. This result signifies the user satisfaction of e-trade site is enhanced by support for convenience, reliability, smoothly communication and eventually affect thr revisiting intention of web site

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2003.05a
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• pp.494-501
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• 2003

Web casting has become an important opportunity to apply the user-centered concept to broadcasting because it provides real-time interactive service through time and space. It is also necessary to have a new understanding about user who is not a passive viewer any more but an active user. The amount and quality of contents are also important, but usability is a competitive factor as well as the fundamental customer services that have user best experience at the site. Nevertheless most of web casting sites show the low level of usability. In this study we had a comparative evaluation among these sites, MBC, KBS and SBS, which are the representative broadcasting systems. The tests were carried out as heuristic evaluation and usability testing. We analyzed causes and problems of web usability for customer satisfaction and reliability exaltation, and expected the basic knowledge of developing and improving sites.

• Journal of Korean Society for Quality Management
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• v.31 no.1
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• pp.21-41
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• 2003

The purpose of this research is to identify if psychological temptation, site quality and sense of community influence user's flow and addiction and if causalities among flow, addiction, customer satisfaction and customer loyalty are different between Korean and Japanese online games. To perform our research, we use MCSF(Multi-group Confirmatory Factor Analysis) and MSEM(Multi-group Structural Equation Model). The empirical results of SEM(Structural Equation Model) including high-order factor analysis indicate that all of paths in our model are the same for both countries. Therefore, site quality and sense of community have impacts on the flow, while on the other hand, psychological temptation has impacts on the addiction. Customer satisfaction and loyalty are positively related not with the addiction but with the flow. In addition, customer loyalty is significantly influenced by the flow and the customer satisfaction. In Conclusion, the empirical results of MSEM(Multi-group Structural Equation Model) indicate sense of community to flow, flow to loyalty and customer satisfaction to loyalty are different between Korea and Japan. This indicates that companies to penetrate into Japa online game industry should have a concern with Japanese Social and Cultural features and to develop strategies which correspond with Japanese culture.

• Journal of Korean Society for Quality Management
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• v.34 no.2
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• pp.33-47
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• 2006

This study was designed to examine the casual relationships among trust evaluation factors, trust, customer satisfaction, and re-use intention in the P2P file sharing service. We applied structural equation model to test the hypotheses and research model. As a result of this study, trust evaluation factors affect trust and customer satisfaction and both of trust and customer satisfaction affect re-use intention respectively and significantly. Also trust affects customer satisfaction significantly. Specifically, trust was empirically confirmed as one of the important factors preceding customer satisfaction and re-use intetion in the P2P file sharing service. Therefore, this study shows that trust is important factor that P2P companies have to emphasize to raise user satisfaction and performance.

• Journal of Korea Society of Industrial Information Systems
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• v.12 no.5
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• pp.23-38
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• 2007

Since the players in online games seek fun, emotional aspects may be important factors in the pleasure-oriented information systems. This study attempted to verify the effects of characteristic factors of games (fun, challenge, compensation, and diversity) on emotion and customer satisfaction in game portal sites. The study established the research model on the foundation of precedent researches related to online games, emotion, and customer satisfaction. The study conducted online and offline survey on individuals with experiences in using online game portal sites. 206 samples were used to test the research hypotheses. By using Structural Equation Modeling, The study found the following results. First, it was revealed that characteristics of games had positive effects on emotion in game portal sites and indirect effects on user satisfaction. Second, the study analyzed the difference between low user group and high user group. It was revealed that the characteristics of games had positive effects on emotion in the low user group, but only challenge factor influenced on emotion in the high user group.

• Journal of Information Technology Applications and Management
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• v.26 no.3
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• pp.99-120
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• 2019

The purpose of this study is to provide information necessary for establishing a new strategy for customer service improvement by deriving factors affecting user satisfaction and continuous use intention of mobile app service user characteristics, system characteristics, and social characteristics. The results of this study are summarized as follows. First, reliability, innovation, familiarity, convenience, and self-efficacy among the characteristics of mobile app are analyzed as factors that have the greatest influence on user's perceived usefulness. Second, convenience, mobility, and visibility are some of the characteristics of mobile app service. Third, identity, security, and expectation agreement among mobile app service characteristics are analyzed as negative factors that do not affect users' perceived usefulness. Fourth, interactivity, familiarity, and self-efficacy among the characteristics of mobile app service were analyzed as positive factors that have the greatest effect on user's perceived ease of use. Fifth, reliability, mobility, visibility, and convenience among mobile app service characteristics are analyzed as factors that have some positive effects on perceived ease of use of app users. Sixth, identity, innovation, and security among the characteristics of mobile app service are negatively influenced by mobile app users' perceived ease of use. Seventh, the perceived usefulness of mobile app users is analyzed as a factor that has a very positive effect on user satisfaction. Eighth, the perceived ease of use of mobile app users is analyzed as a factor affecting perceived usefulness positively. Ninth, the perceived ease and expectation of mobile app users are positively influenced on user satisfaction. The tenth, the perceived usefulness of the mobile app users was analyzed as a factor having a very positive influence on the persistent intention to use. For the eleventh, the perceived ease of use of mobile app users was analyzed as a factor having a positive effect on the persistent intention to use. The twelfth, mobile app user satisfaction was analyzed as a factor having a very positive effect on the persistent intention to use.

• Asia pacific journal of information systems
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• v.20 no.2
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• pp.157-180
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• 2010

Rapid development of information technology has generated a new industry and market. In particular, network technology such as the Internet and other computer networks made transaction activities switched from traditional offline commerce to e-commerce. Among them, digital content is bit-based object which is created and distributed through electronic environment. In particular, many entertainment contents such as the music, the movies, and the computer game softwares are main products. Although digital content commerce has high potential demand, it lacks the consideration about the factor related to maintaining existing customer such as customer loyalty and switching costs. There has been a number of research on customer loyalty and other factors affecting it in the traditional electronic commerce environment, but there is a lack of research which examines the characteristics of digital content. The study about the effect of switching costs on customer loyalty in digital content commerce is necessary because the customers of digital content commerce market are from those of other e-commerce market or traditional offline commerce market. In addition, customer loyalty and switching costs are important factors because they may build up greater customer retention. For that reason, this study focused on examining the relationships among switching costs, antecedents for switching costs, and customer loyalty in online digital music service industry. The study has three major purposes: (1) to find antecedents of switching costs on digital content commerce and examine effect of antecedents for switching costs; (2) to identify effect of switching costs on customer loyalty in digital content commerce and examine moderating effects of alternative attractiveness; (3) to identify the differences of antecedents for switching costs by contents transmission type(streaming service and downloading service). And, the online digital music service industry is selected in this study since there are many users and transactions incurring. To accomplish these purposes, a survey questionnaire was developed and distributed to 256 informants. Survey instrument was developed based on previous research and pre-established survey items. Total of 206 surveys are collected and used in the data analysis. Among the respondents, 56.8% is male and 43.2% is female. Also, 86 responses were streaming service user group and 120 responses were download service user group. These data was analyzed using regression analysis. Major findings of empirical analysis can be summarized as follows. First, switching costs have positive effect on customer loyalty in digital content commerce environment. Second, the influence of switching costs on customer loyalty increases under conditions of high alternative attractiveness. Third, DRM convenience and breadth of use have positive effect on switching costs. The findings imply that the digital content provider should pay more attention to switching costs in addition to customer satisfaction in order to attract customers. Also, increasing the convenience of DRM use by securing the convenience of user interface and expanding the support device and increasing the service use scope by providing diverse value-added service helps to create a switching barrier. The result of the study can become a practical use in marketing strategy for maintaining existing customer. In particular, switching barrier is very important under conditions of high competition in the online music service market. This study can be used as a basis for further studies about customer retention in digital content commerce.