The purpose of this study is to analyze the effect of characteristics of the online shopping mall website and the service quality factors required on the online service on the reliability and repurchase intention. Through this, the key customer response service and operation management strategy can be proposed for the growth of kidult online shopping mall which is continuously spreading. Also, implications for development direction can be suggested. For this purpose, the ES-QUAL and E-Rec-S-QUAL factors proposed by Parasuraman et al.(2005) were set as independent variables, as well as professionalism, diversity, playfulness, and personalization, and website reliability as a mediating factor, and repurchase intention as a dependent variable. For the analysis, a structured questionnaires survey was conducted to 200 domestic online shopping mall users. The main results are as follows. First, the professionalism, personalization in the characteristics, and service quality factors had positive effects on website reliability. Second, playfulness, personalization in the characteristics, and service quality factors had positive effects on repurchase intention. Third, website reliability had a positive effect on repurchase intention. Fourth, website reliability was found to mediate the relationship between predictive (independent) variables and dependent variables. The above results show that if a professional online shopping mall is equipped with online service quality and establish personalization through enhancing the professionalism, the online shopping mall can form a website reliability and expect to build continuous relationship with customers. In addition, implications can be suggested for future customer response service and operation management strategies.
The mobile SNS is a promising e-service platform of the future. However, measuring its service quality is a challenge. An appropriate model for measuring service quality is required. This paper proposes e-service quality models for analyzing mobile SNS platform quality, based on previous service quality researches. An empirical study is performed on the proposed models. The results show that constructs of existing e-service models such as responsiveness and assurance do not fit the mobile SNS platform, and that loyalty and value are better measures for mobile service quality.
1. Introduction Today Internet is recognized as an important way for the transaction of products and services. According to the data surveyed by the National Statistical Office, the on-line transaction in 2007 for a year, 15.7656 trillion, shows a 17.1%(2.3060 trillion won) increase over last year, of these, the amount of B2C has been increased 12.0%(10.2258 trillion won). Like this, because the entry barrier of on-line market of Korea is low, many retailers could easily enter into the market. So the bigger its scale is, but on the other hand, the tougher its competition is. Particularly due to the Internet and innovation of IT, the existing market has been changed into the perfect competitive market(Srinivasan, Rolph & Kishore, 2002). In the early years of on-line business, they think that the main reason for success is a moderate price, they are awakened to its importance of on-line service quality with tough competition. If it's not sure whether customers can be provided with what they want, they can use the Web sites, perhaps they can trust their products that had been already bought or not, they have a doubt its viability(Parasuraman, Zeithaml & Malhotra, 2005). Customers can directly reserve and issue their air tickets irrespective of place and time at the Web sites of travel agencies or airlines, but its empirical studies about these Web sites for reserving and issuing air tickets are insufficient. Therefore this study goes on for following specific objects. First object is to measure service quality and service recovery of Web sites for reserving and issuing air tickets. Second is to look into whether above on-line service quality and on-line service recovery have an impact on overall service quality. Third is to seek for the relation with overall service quality and customer satisfaction, then this customer satisfaction and loyalty intention. 2. Theoretical Background 2.1 On-line Service Quality Barnes & Vidgen(2000; 2001a; 2001b; 2002) had invented the tool to measure Web sites' quality four times(called WebQual). The WebQual 1.0, Step one invented a measuring item for information quality based on QFD, and this had been verified by students of UK business school. The Web Qual 2.0, Step two invented for interaction quality, and had been judged by customers of on-line bookshop. The WebQual 3.0, Step three invented by consolidating the WebQual 1.0 for information quality and the WebQual2.0 for interactionquality. It includes 3-quality-dimension, information quality, interaction quality, site design, and had been assessed and confirmed by auction sites(e-bay, Amazon, QXL). Furtheron, through the former empirical studies, the authors changed sites quality into usability by judging that usability is a concept how customers interact with or perceive Web sites and It is used widely for accessing Web sites. By this process, WebQual 4.0 was invented, and is consist of 3-quality-dimension; information quality, interaction quality, usability, 22 items. However, because WebQual 4.0 is focusing on technical part, it's usable at the Website's design part, on the other hand, it's not usable at the Web site's pleasant experience part. Parasuraman, Zeithaml & Malhorta(2002; 2005) had invented the measure for measuring on-line service quality in 2002 and 2005. The study in 2002 divided on-line service quality into 5 dimensions. But these were not well-organized, so there needed to be studied again totally. So Parasuraman, Zeithaml & Malhorta(2005) re-worked out the study about on-line service quality measure base on 2002's study and invented E-S-QUAL. After they invented preliminary measure for on-line service quality, they made up a question for customers who had purchased at amazon.com and walmart.com and reassessed this measure. And they perfected an invention of E-S-QUAL consists of 4 dimensions, 22 items of efficiency, system availability, fulfillment, privacy. Efficiency measures assess to sites and usability and others, system availability measures accurate technical function of sites and others, fulfillment measures promptness of delivering products and sufficient goods and others and privacy measures the degree of protection of data about their customers and so on. 2.2 Service Recovery Service industries tend to minimize the losses by coping with service failure promptly. This responses of service providers to service failure mean service recovery(Kelly & Davis, 1994). Bitner(1990) went on his study from customers' view about service providers' behavior for customers to recognize their satisfaction/dissatisfaction at service point. According to them, to manage service failure successfully, exact recognition of service problem, an apology, sufficient description about service failure and some tangible compensation are important. Parasuraman, Zeithaml & Malhorta(2005) approached the service recovery from how to measure, rather than how to manage, and moved to on-line market not to off-line, then invented E-RecS-QUAL which is a measuring tool about on-line service recovery. 2.3 Customer Satisfaction The definition of customer satisfaction can be divided into two points of view. First, they approached customer satisfaction from outcome of comsumer. Howard & Sheth(1969) defined satisfaction as 'a cognitive condition feeling being rewarded properly or improperly for their sacrifice.' and Westbrook & Reilly(1983) also defined customer satisfaction/dissatisfaction as 'a psychological reaction to the behavior pattern of shopping and purchasing, the display condition of retail store, outcome of purchased goods and service as well as whole market.' Second, they approached customer satisfaction from process. Engel & Blackwell(1982) defined satisfaction as 'an assessment of a consistency in chosen alternative proposal and their belief they had with them.' Tse & Wilton(1988) defined customer satisfaction as 'a customers' reaction to discordance between advance expectation and ex post facto outcome.' That is, this point of view that customer satisfaction is process is the important factor that comparing and assessing process what they expect and outcome of consumer. Unlike outcome-oriented approach, process-oriented approach has many advantages. As process-oriented approach deals with customers' whole expenditure experience, it checks up main process by measuring one by one each factor which is essential role at each step. And this approach enables us to check perceptual/psychological process formed customer satisfaction. Because of these advantages, now many studies are adopting this process-oriented approach(Yi, 1995). 2.4 Loyalty Intention Loyalty has been studied by dividing into behavioral approaches, attitudinal approaches and complex approaches(Dekimpe et al., 1997). In the early years of study, they defined loyalty focusing on behavioral concept, behavioral approaches regard customer loyalty as "a tendency to purchase periodically within a certain period of time at specific retail store." But the loyalty of behavioral approaches focuses on only outcome of customer behavior, so there are someone to point the limits that customers' decision-making situation or process were neglected(Enis & Paul, 1970; Raj, 1982; Lee, 2002). So the attitudinal approaches were suggested. The attitudinal approaches consider loyalty contains all the cognitive, emotional, voluntary factors(Oliver, 1997), define the customer loyalty as "friendly behaviors for specific retail stores." However these attitudinal approaches can explain that how the customer loyalty form and change, but cannot say positively whether it is moved to real purchasing in the future or not. This is a kind of shortcoming(Oh, 1995). 3. Research Design 3.1 Research Model Based on the objects of this study, the research model derived is
Nowadays, various water quality prediction models have been studied, then these models can support the method which evaluate the effect of various alternative water quality management by simulation without experimentation. But, It is necessary to create complex input data file for applying these water quality model and even though the appropriate result is extracted, it is impossible to use as decision making data effectively because of the limitation of expression of model itself. As this study is about the stream water quality modeling, for overcoming the model's above limitation, by developing an interface which can calculate the pollutant load of watershed, I could create a input data file and visualize the simulation result so that I was going to integrate water quality model and GSIS using Flexible coupling applied to GSIS in the pre-process and post-process on model. The QUAL2E model, used in this study, is verified by stream water quality model in previous various results of study and has many examples through previous study, because that is appropriate to water quality model, especially in Korea, and comparatively accurate and their usage is quite simple.
Recently, as the social interest about environmental problems is increased and the importance is highlighted, the related information and the demand of information are increased. and, the Total Pollution System will be executed soon. Therefore, the information management system which can manage and analysis related information efficiently and systematically become required. Especially, the development and application of GIS which can effectively manage and analyze information using spatial data have been processing by government, private institute, and related academic institute of all over the world. also their potentiality of application have been recognizing. The main purpose of this study is to develop the stream water quality management system which can simulate future water quality using water quality model(QUAL2E) and be integrated the whole step from calculating pollutant load divided by administrative district and watershed to displaying the result of modeling visually.
This study conducted water quality projection of year 2010 in Miho stream of the Geum river basin by using GIS. Pollutant load data of corresponding tributary of the Miho stream is estimated based on the pollutant load of TMDL zone to simulate water quality of the Miho stream for BOD, TN, and TP. The pollutant load of the urban area such as Bochung and Musim stream basin is relatively high and the wastewater treatment plant of Chunju city directly affects the entire water quality of the target area. As a result, simulation result reveals that water treatment facility needs more refined treatment process for efficient water quality management. Also, to meet the target water quality of the Miho stream water quality simulation estimates the additional dilution flow by increasing irrigation water supplied from the Daechung dam through the Musim stream.
IT security service provides customers with the capability of protecting the networked information asset and infrastructures, and the scope of security service is expanding from a technology-intensive task to a comprehensive protection system for IT environment. To improve the quality of this service, a research model which help assess the quality is required. Several research models have been proposed and used in various service areas, but few cases are found for IT security service. In this work, a research model for the IT security quality has been proposed, based on research models such as SERVQUAL and E-S-QUAL. With the proposed model, factors which affect the service quality and the best quality measure have been identified. And the feasibility of using quantitative measures for quality has been examined. For analysis, structural equation modeling and various statistical methods such as principal component analysis were used. The result shows that satisfaction is the most significant measure affected by the proposed quality factors. Two quality factors, fulfillment and empathy, are the main determinants of the service quality. This leads to a strategy of quality improvement based on factors of emotion and perception, not of technology. The quantitative measures are considered as promising alternative measures, when combined with other measures. In order to design reliable quantitative measures, more work should be done on target processing time and users' expectation. It is hoped that work of this research will provide efficient tools and methods to improve the quality of IT security service and help future research works for other IT service areas.
The goal of this study was to examine ways to improve the quality of databases of the Korean National Assembly Digital Library(KNADL). In order to achieve the goal, we first designed an assessment tool that could measure the quality of the 'contents,' the 'service,' and the 'system' of the KNADL's databases. Each of the three categories also had sub-categories-i.e., eight sub-categories for 'contents'(e.g., accuracy, recency,
For improving water quality and hish habitat environment the targeted instream flows added to the field measurement of low flow at each reach along Wonju Cheon are calculated by depth, velocity, and the present lower channel width with considering the landscape, aquatic environment, and natural ecological function. Target instream flow increasing ranged from
Because the lessons of 'our body' are based on indirect experiences and simple experiments, various methods are needed to improve the learning effect. In this study, seventeen AR contents were created to be used in five subjects in the 5th grade elementary school. The learning contents implementation were made using QCAR (QualComm's Augmented Reality) and Unity 3D (Unity 3D) program, which are augmented reality software development kits (SDKs). In order to find out the applicability, we applied the developed contents to one grade 5 classroom equipped with internet environment. Participants were asked about their perception of the program and interviewed. As a result, the developed AR learning contents appeared to be available. It was expected to help improve learning and was pointed out that improvement of internet condition and development, also, was needed expansion of various contents should be complemented.
shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient
shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient
A Study on the Application of GSIS for the Simulation of Stream Water Quality
(하천수질모의를 위한 GSIS적용 연구)
A Study on the Development and Application of GIS-based Stream Water Quality Management System
(GIS기반의 하천수질관리시스템 구축 및 활용에 관한 연구)
Water Quality Prediction of the Miho Stream Using GIS
(GIS를 이용한 미호천의 장래수질예측)
A Study on Measurements of IT Security Service Quality : Feasibility of Quantitative Measures
(IT 보안 서비스 품질의 측정 방법에 관한 연구 : 정량 지표의 사용 가능성)
A Study on the Evaluation and Improvement of the Korean National Assembly Digital Library by Applying ISA(Importance-Satisfaction Analysis)
(ISA를 적용한 국회전자도서관 품질 평가와 개선방안 수립)
Effect on water quality and fish habitat improvement of Wonju Cheon by instream flow increasing
(유지유량증가 방안에 따른 원주천 수질 및 어류서식환경 개선효과)
A Development and Application of the Objects on the Unit of 'Our Body' on Augmented Reality
('우리 몸' 단원에 대한 증강현실 교육콘텐츠의 제작과 적용)
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