• 품질경영학회지
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• 제52권1호
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• pp.23-42
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• 2024

Purpose: This study aims to investigate the impact of two types of information quality, which are platform-oriented information quality and customer-oriented information quality, on customers' decision-making processes in the Online to offline (O2O) platform environment. Grounded in the product brokering efficiency model, which encompasses screening cost, evaluation cost, and decision quality, a model framework was developed. Furthermore, this study explores how these decision-making processes affect customer loyalty. Methods: Given that food delivery apps are the most widely used O2O service in Korea, this study targeted users of these apps for data analysis. We conducted hypothesis testing through a purposive sampling methodology focusing on food delivery app users. A Partial Least Squares Structural Equation Modeling analysis was conducted to analyze the data. The data collection occurred via an online survey from October to December 2021, with a total of 212 respondents participating. Results: The results of this study revealed the significant role of information quality in helping customers' decision processes while using food delivery apps. Specifically, it was found that platform-oriented information positively influences decision quality, while customer-oriented information significantly affects both the reduction of evaluation cost and the enhancement of decision quality. Additionally, the study indicated that lower evaluation costs and higher decision quality lead to increased platform loyalty. However, a reduction in screening cost did not have a significant impact on platform loyalty. Conclusion: While previous studies have overlooked the existence of two sides, service provider and user, in a platform, this research holds significance in its analysis of how information quality impacts loyalty by utilizing the two kinds of information quality. Practitioners can enhance customer loyalty to the platform by enriching customer-oriented information, thereby reducing customers' evaluation costs and encouraging more loyal usage of the platform.

• 한국IT서비스학회지
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• 제18권5호
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• pp.119-132
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• 2019

This study aims to analyze how specific features of a mobile platform such as economic feasibility, interactivity, safety, and design are correlated with perceived ease of use and customer satisfaction, targeting those who purchase delivery food on a mobile platform dedicated to delivery services. A survey was conducted on customers who had bought delivery food on a mobile platform and the data collection was conducted from August 19, 2019 to September 18, 2019, using 300 mobile platform service users. A total of 300 copies were retrieved. 249 valid samples of 300 copies were analyzed with SPSS 23.0 and AMOS 23, and In addition, programs including SPSS and AMOS were used for the analysis of frequency, confirmatory factor, reliability and validity, correlation and structural equation model. Major findings of such analysis are as follows. First, design characteristic of a mobil platform had relevant impacts on perceived ease of use. However, economic feasibility, interactivity, and safety did not significantly affect perceived ease of use. Second, perceived ease of use had a significantly influenced on the extent of customer satisfaction. Hence, from practical and academical point of views based on the results of this analysis, this study is expected to provide directions and some practical and useful implications for a mobile platform for food delivery services.

• 산업경영시스템학회지
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• 제46권3호
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• pp.198-208
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• 2023

In order to enhance competitiveness in the industry, financial companies are building a high level of customer satisfaction and repurchase intention by further strengthening not only the technical quality of the platform business but also the customer-oriented service quality. Theoretically, it is time for a theoretical review of whether the expansion of service quality using platform business in the financial industry is directly linked to the performance of financial companies, such as satisfaction and repurchase intention of existing customers. Based on the rapid growth of mobile and the main activities of financial platform companies above, This study attempted to test a significant impact on customer satisfaction and reuse intention on information services and system services, which are service quality of mobile financial platforms. Even if a number of financial companies compete with each other, they could survive by dividing the market, In the digital environment, customers have free access, so the winner can monopolize the market. It is an environment in which customers can move to platform companies that provide better services. The contents presented through the results in this study will be able to be used strategically in terms of the implementation and operation of the financial platform. In addition, it served as an opportunity to find independent variables that affect customer satisfaction and reuse intention, which are financial platform service quality, and suggested the possibility of continuous development of the platform in the future. In summary, the service quality of financial platforms can further expand users by emphasizing user visibility in terms of information services and utilizing user-centered financial platforms that increase customer satisfaction and reliability by strengthening the responsiveness and ease of system services. This study is of important value and is believed to have laid an important foundation for future research.

• The Journal of Asian Finance, Economics and Business
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• 제7권4호
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• pp.173-183
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• 2020

This study has four objectives: (1) Identifying factors that affect customer satisfaction on online service quality of Tiki.vn, (2) Measuring the level of impact of the factors, (3) Testing the difference in satisfaction among groups of customers with different characteristics in terms of gender, age, income, academic level, and occupation, and (4) Proposing some managerial implications to improve the quality of online services by interviewing directly and online 200 individual customers who have shopped at Tiki.vn E-commerce platform for at least the last six months, using the convenient sampling method. This study analyzes the reliability of the scale through the Cronbach's alpha coefficient, Exploratory factor analysis, and Linear regression analysis. The findings identified four factors that influence positively customer satisfaction regarding the quality of online services in Tiki.vn E-commerce platform in the order of descending strength: (1) Trust, (2) Customer service, (3) Web design and (4) Safety. In addition, the results show no difference in customer satisfaction according to different academic levels, but in terms of occupation and income, gender, and age. The results show that the factors influencing most customer satisfaction are Reliability and Customer Service. Some managerial implications are then proposed to improve the quality of online shopping services at Tiki.vn.

• 대한전자공학회:학술대회논문집
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• 대한전자공학회 2009년도 정보 및 제어 심포지움 논문집
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• pp.73-75
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• 2009

The smart grid which is called the future power system should satisfy the customers who want various choices and realtime energy price. The two-way information exchange platform for energy customers provides the infrastructure to transform today's ESP(Energy Service Provider)-centered power system operation into customer-oriented operation. It enables ESPs to provide their customers with a variety of services by communicating with various appliances in customer's premises. In this paper, the portal-based platform model for the two-way information exchange and its implementation are described.

• 스마트미디어저널
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• 제6권4호
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• pp.17-23
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• 2017

오늘날 사업장들은 고객의 소비활동을 촉진하기 위해 다양한 방법의 IT기반 서비스를 이용하고 있다. 대표적으로 고객이 해당 사업장 근처에 접근했을 때 광고 문자나 할인쿠폰을 보내는 위치기반 서비스를 예로 들 수 있다. 이것은 사업장과 고객간의 상호작용이 아닌 사업장의 광고 내용을 고객의 의사와는 관계없이 일방적으로 고객의 스마트폰에 전송하는 형태이며 사업장은 어떤 고객에게 해당 광고내용을 전송했는지 실시간으로 알 수 없다. 현재 대부분의 서비스가 이러한 형태에 속한다. 따라서 사업장과 고객간의 상호작용이 이루어지는 새로운 형태의 위치기반 고객 서비스가 필요하다. 이것은 고객이 사업장을 방문했을 때 어떤 고객이 어떤 사업장을 방문하였는지를 자동으로 식별하여 해당 사업장의 컴퓨터에 실시간으로 전달하고, 사업장은 해당 정보를 이용하여 고객 맞춤형 서비스를 제공하는 시스템이다. 본 논문에서는 비콘을 이용하여 사업장과 고객간의 상호작용 및 고객식별을 위한 서비스 플랫폼을 개발한다. 또한 특정한 하나의 사업장에 제한된 것이 아닌 다양한 사업장과 고객들이 손쉽게 접근할 수 있는 오픈 플랫폼 환경을 제공한다.

• 한국항해항만학회:학술대회논문집
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• 한국항해항만학회 2011년도 추계학술대회
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• pp.78-79
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• 2011

해양관광 수요가 지속적으로 증가할 것이 예상됨에 따라, 수요에 적극적으로 대응하고 고객요구에 최적화 및 차별화된 수요자 기반 컨텐츠 개발과 공급을 조정 통합하는 주체의 필요성이 높아지고 있다. 스마트폰과 인터넷으로 대표되는 SNS를 기반으로 고객의 정보를 수집하고, 고객이 요구하는 차별화된 컨텐츠를 공급함으로서 비용 및 만족도 모두를 충족시킬 수 있는 토털 해양관광 Platform 구축이 필요한 실정이다. 경영전문 토털 해양관광 "Platform Company" 설립을 통하여 부산에 산재하고 있는 다양하고 특색있는 어촌 해양 부존자원 활용의 극대화, 해양관광 고객수요 창조, 어촌경제의 안정적 고수익 기반마련과 고용창출 등 지역경제 활성화에 기여하고자 한다.

• 산경연구논집
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• 제12권6호
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• pp.57-74
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• 2021

Purpose: Before COVID-19 pandemic, Chinese mid/low-priced hotel industry has been steadily growing in recent years, and internal and external competition has been intensifying. Under these circumstances, this study started with a strategic objective to increase the quality of service, thus enabling customer satisfaction and revisit intention. For enhancing the competitiveness of Chinese mid/low-priced hotel business, we plan to establish a model using SERVQUAL, O2O platform, and identify their relationship through empirical analyses. Research design, data and methodology: Through the consideration of the existing literature, this study intended to identify the characteristics of service quality in Chinese mid/low-priced hotels and to consider their impact on customer satisfaction and revisit intention. We also wanted to examine the moderating effect of the O2O platform between the characteristics of service quality and customer satisfaction. A survey was carried out on customers using mid/low-priced hotels in China and empirical analyses were conducted using regression analyses. Results: First, in the hypothesis of service qualities' effects on customer satisfaction were identified with significant positive effects. Second, in the hypothesis of service qualities' effects on revisit intention, "tangibles, reliability, and empathy" have shown significant positive. Third, in the verification of the moderating effect of the O2O platform, there were "positive partial moderating effects" between service qualities and customer satisfaction. Finally, the effect of customer satisfaction on revisit intention was positive significant. Conclusions: In order to satisfy their customers, improvements in service quality should be made first. In addition, customer satisfaction had a positive impact on revisit intention. In order to revitalize Chinese mid/low-priced hotels, differentiation strategy is also needed for specialized customers such as college students, and basically, efforts should be made to optimize the O2O platform. O2O platforms should establish optimal platform construction strategies based on the customer's perspective. After all, in the case of Chinese mid/low-priced hotels, it is necessary to strengthen the construction of the latest hardware infrastructure and O2O platform of software infrastructure, and to improve customers' advanced online and offline experiences. Finally, regarding the hypothesis that was rejected among service qualities' characteristics, we tried to discuss the reason and find the implications of these.

• 문화기술의 융합
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• 제10권3호
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• pp.451-459
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• 2024

최근 온라인 교육서비스 시장의 규모는 성장하고 있으나 기업이 주도하여 콘텐츠를 생성하고 소비자가 콘텐츠를 소비하는 B2C 형태의 플랫폼 교육서비스 시장이 보편화 되어 있다. 이는 콘텐츠 생성이 경직적이며 다양한 수준별 콘텐츠를 생성되는데 한계점을 가질 수 있다. 본 연구는 고객 욕구 및 혁신, 플랫폼 비즈니스의 개념과 유형을 새롭게 정립하고 플랫폼 비즈니스 창업 전 분야별 창업 성공요인과 플랫폼 창업 성공가능성 표준 진단프로세스를 새롭게 제시한다. 제시된 프로세스과정을 통해 고객, 핵심활동 및 가치제안 요인을 도출할 수 있으며 이를 기반으로 초.중.고 교육 C2C 플랫폼 창업을 위한 비즈니스 모델을 비즈니스 모델 캔버스를 중심으로 구축한다.

• 복식문화연구
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• 제20권6호
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• pp.937-941
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• 2012

Based on the literature on customer's repeat purchase intention, customer's repeat purchase intention was explored, customer's repeat purchase intention has been a crucial factor influencing consumer behaviors, In this research, the development of models on repeat purchase intention repurchase was indicated. Based on the electronic commerce platform, we focus on the customer's repeat purchase intention on silk products, This paper mainly explores the e-commerce purchase frequency (EPF), customer perceived value (CPV), perceived risk of e-commerce (EPR), and customer satisfaction (CS). The influence of the four factors on repeat purchase intention (RPI) is investigated. In the results, we found that CPV and CS have positive correlations with repeat purchase intention, The EPR has a negative correlation with RPI and has no significant influence on RPI. The result can provide meaningful suggestions for silk product retailers.