• The Journal of Information Systems
• /
• v.17 no.1
• /
• pp.63-82
• /
• 2008

Recently the development of information technology and the emergence of electronic commerce have brought significant changes of purchase behavior in customers. The purpose of this research is to investigate the important elements of e-CRM which influence the customers satisfaction in the shopping mall. Also this study is to investigate the relationship between customer satisfaction and repurchase intention and word of mouth intention. What we have found are as follows. (1) e-CRM elements greatly influencing on customer satisfaction in the shopping mall were e-Marketing, s-Sales, e-Service, and e-Security. (2) results of the relationship between customer satisfaction and repurchase intention was significant. (3) results of the relationship between customer satisfaction and word of mouth intention was significant. (4) results of the relationship between repurchase intention and word of mouth intention was significant. In conclusion, the results of this study will be helpful for the managers participating the operation of internet shopping mall.

• International Journal of Knowledge Content Development & Technology
• /
• v.5 no.2
• /
• pp.103-122
• /
• 2015

This study examined student satisfaction with e-learning experiences in order to determine which factors had the greatest impact on reports of satisfaction among students at Konkuk University. We surveyed 4,889 students enrolled in e-learning courses and analyzed 830 completed questionnaires to identify factors that influence student satisfaction with e-learning. Results showed significant correlations between system factors and satisfaction ($R^2=0.577$; p = 0.000). The system factor with the greatest impact on satisfaction was course attendance rate (0.224; p = 0.000).

• Proceedings of the Korean Society of Computer Information Conference
• /
• 2019.07a
• /
• pp.407-408
• /
• 2019

This thesis determines the research framework and scale design of leisure food E-Commerce consumer satisfaction degree by referring to previous theoretical model of customer satisfaction degree, the universal satisfaction evaluation index system, and the characteristics of leisure food E-Commerce in China. In this research, consumers who have bought leisure food online are taken as the research object, data are collected by questionnaires, and exploratory factor method is used to screen valid sample data. Through the Empirical Analysis which includes Descriptive Statistical Analysis, Reliability and Validity Analysis and Structural Equation Modeling, it is concluded that website design, logistics delivery service, commodity quality, and after-sales service are the main service quality on which the Leisure food E-Commerce enterprises should take focus. The service quality has significant positive influences on satisfaction degree. On the other hand consumer satisfaction has a significant positive influence on customer loyalty, which will create more earnings for the Leisure food E-Commerce enterprises.

• The Journal of Asian Finance, Economics and Business
• /
• v.6 no.3
• /
• pp.225-234
• /
• 2019

The study aims to explore key dimensions of service quality of E-Retailing of Islamic banks in the Kingdom of Saudi Arabia. The convenience sample size consists of 373 respondents who regularly use online Islamic banking facilities in Saudi Arabia was used. For measuring the consumers' perspective, a four-factor E-SERVQUAL scale; namely efficiency, system availability, fulfillment, and privacy was used. Exploratory Factor Analysis and Confirmatory Factor Analysis are used to test the model fitness. Structural equation modelling is utilized to determine the impact of E-service quality dimensions on customers' satisfaction. The results of the study reveal that 1) reliability as a dimension of E-retailing of Islamic banks made a significant impact on customers' overall satisfaction; 2) there is a positive significant relationship between responsiveness and customers' overall satisfaction. One unit increased in responsive leads to 0.763 unit increases in the overall satisfaction of the customer; and 3) ease of use is the most important dimensions of service quality of E-retailing of Islamic banks. One unit increases in Security/ Privacy leads to 0.473 unit increases in overall satisfaction. There is a positive impact of good E-service on customers' satisfaction, but it does not override unsatisfactory performance in other areas.

• International Commerce and Information Review
• /
• v.6 no.1
• /
• pp.77-98
• /
• 2004

This paper examines the major determinants affecting the user satisfaction on e-Trade portal sites in small and medium-sized exporters. The development of our research model is based on the empirical studies on the service quality of information system, web sites or Internet shopping mall, and on the factors influencing the user satisfaction. With the help of a regression analysis and factor analysis, five hypotheses are derived and tested. The results from regression analysis suggest that the user satisfaction of e-Trade portal sites is affected by information characteristics and ease of use of e-Trade portal sites. In addition, the user satisfaction of e-Trade portal sites is enhanced by support for international trade. Our findings will be useful, especially for those who are planning to build user-oriented e-Trade portal sites.

• Journal of Information Technology Applications and Management
• /
• v.15 no.1
• /
• pp.99-116
• /
• 2008

This study explores the impacts of e-learning system characteristics on learner committment and satisfaction by surveying the firms utilizing e-learning systems for learning. In the study, we have, first, drawn the key factors and instruments to measure e-learning system characteristics through intensive literature review. Second, we have investigated whether the characteristics contribute to increasing learner's commitment and satisfaction. Finally, we have examined the mediating effect of learner's commitment between the characteristics of e-learning system and learner satisfaction. We have conducted a survey on the employees having experience in using e-learning systems for learning, and collected a total of 93 responses. The results of a statistical analysis show the following: First, expression and interaction affect the learner's commitment. The results indicate that a learner should engage in e-learning and ultimately be more committed on it when there is a coherence in design and organization of learning contents, and when the system offers various multimedia options including audio, sound, image, graphics, etc. Second, leaner's commitment leads to higher learning satisfaction. Finally, our results show that the commitment plays a mediating role between learner characteristics (expression, control, and trust) and learner satisfaction.

• Journal of Korea Society of Industrial Information Systems
• /
• v.12 no.5
• /
• pp.146-162
• /
• 2007

The purpose of this study was to investigate the nature of relationship among service quality, customer satisfaction and e-loyalty in e-learning site. In order to achieve the study purpose, survey method was applied. As a result, it was revealed that service quality had significant effects on customer satisfaction in e-learning site. The influential factors of service quality on customer satisfaction included convenience of use, personalization, tangibles, responsiveness, and reliability in e-learning site. In addition, service quality had significant effects on e-loyalty as well.

• Korean journal of food and cookery science
• /
• v.20 no.2
• /
• pp.151-157
• /
• 2004

This study was designed firstly to measure the job satisfaction levels of F＆B (Food ＆ Beverage) personnel in hotels by using JDI (Job Descriptive Index) and secondly to identify the effects of job satisfaction on intention to quit by job type. Of 498 respondents, there were 245 employees in the back of the house (eBOH) and 253 in the front of the house (eFOH). From an analysis on job satisfaction, total JDI, score was 136.57${\pm}$11.48 out of a maximum 210 and the payroll (14.79 out of 21, 70.4%) facet of JDI was the highest job satisfaction followed by co-workers (36.07 out of 54, 66.8%), supervision (35.37 out of 54, 65.5%), promotion (17.45 out of 27, 64.6%) and work itself (32.86 out of 54, 60.8%). In comparison between the job satisfaction of eBOH and eFOH, eFOH perceived significantly higher than eBOH for job itself (p＜.001) and total job satisfaction (p＜.01). No facets of JDI were significant by job level, but work itself (p＜.05), payroll (p＜.05), supervision (p＜.01) and promotion (p＜.05) were significant by work section in eFOH,. In addition, no facets except work itself were significant by either job level or work section in eFOH. Finally, among job satisfaction facets, payroll had a negative effect on intention to quit whereas supervision had a positive effect on it in eBOH. On the other, work itself affected intention to quit positively but promotion affected it negatively. The findings confirmed the necessity for internal marketing focusing on the lower level of job satisfaction facets and indicated that such a focus would improve organizational effectiveness.

• The Journal of the Korea Contents Association
• /
• v.14 no.7
• /
• pp.559-570
• /
• 2014

The purpose of this study is to derive the suggestion of satisfaction of e-book services on the basis of the recent literature on quality assessment for e-service which have been mainly studied on library realm. For this purpose, This study added post-management service which is applicable to measure satisfaction of e-book services based on E-S-Qual and Libqual. We expand our scope of service to using of e-book content and services for individual customers, and analyzed the relationship between satisfaction with the system, the content, the after-sale service. On this foundation, existing e-book service companies can offer their services more efficiently, thereby making the e-book content more diverse, along with developing specialized e-book service to increasing their customer's satisfaction. In addition, the latest and diversity is important as well. Moreover, performing rapid post-management services after the sale of the product or service, can be important variables for customer satisfaction. Therefore, not only the system and content, providing required level post-management services by customers can satisfy the existing customers and create new customers.

• The Journal of Asian Finance, Economics and Business
• /
• v.7 no.8
• /
• pp.519-531
• /
• 2020

This research aims to identify the determinants of e-government satisfaction in Hanoi, Vietnam, and assess their impact. To collect data, we conducted an online questionnaire with citizens living in Hanoi in a time span of five weeks. We received 1,107 responses, divided into three groups: unaware, known, but not used, and used e-government. After leveraging past studies on satisfaction in different contexts, we arrived at six external variables that are of particular relevance to e-government satisfaction (i.e., efficiency, trust, reliability, convenience, citizen support, and transparency) as well as four control variables (i.e., age, gender, education level, and Internet frequency). We then applied both SPSS 22 and STATA 2016 to process and analyze the collected data and found that, while almost all external variables are statistically significant, all four control variables are not. Apart from convenience and trust, four factors - efficiency, reliability, citizens support, transparency - are important measures of system quality, information quality, service quality and relative benefits of e-government, which in turn positively and significantly impact citizens' satisfaction with the online public services. Furthermore, the efficiency variable has the most influence on customer satisfaction, and the level of impact on the dependent variable decreases in the following order: citizen support, reliability and transparency.