• 한국산업정보학회논문지
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• 제15권4호
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• pp.83-101
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• 2010

인터넷 오픈마켓은 가능성만큼이나 일반 상거래 시장과 차별을 보이며 급격한 성장과 더불어 경쟁이 치열해지고 있다. 이에 따라 인터넷 오픈마켓 기업들은 오프라인 기업과 마찬가지로 경쟁이 치열한 인터넷 오픈마켓 시장에서 생존하고, 나아가 지속적인 이익창출을 통한 성장을 도모하기 위해 소비자들의 e-충성도를 높이기 위한 전략을 수립할 필요가 있다. 이를 위해 본 논문에서는 인터넷 오픈마켓에 대하여 e-서비스 품질이 e-충성도에 영향을 미친다는 결과들을 바탕으로 e-서비스 품질이 지각된 가치, 고객만족 및 e-충성도에 미치는 영향과 그 관계를 확인하는 실증적 연구를 수행하였다. 연구결과 첫째, e-서비스 품질은 지각된 가치와 고객만족에 시스템 이용가능성을 제외한 모든 요소들이 영향을 미치는 것으로 나타났다. 둘째, 매개변수 간 지각된 가치는 고객만족에 유의한 영향을 미치는 것으로 나타났으며, 셋째, 지각된 가치와 고객만족은 e-충성도에 유의한 영향을 미치는 것으로 나타났다. 이러한 결과는 인터넷 오픈마켓 기업들에게 e-서비스 품질, 지각된 가치 및 고객만족에 영향을 미치는 새로운 요인을 지속적으로 발굴하고 향상시켜, 이를 바탕으로 고객의 e-충성도를 향상시키고 충성고객을 확보함으로써, 미래 수익흐름을 지속할 수 있도록 최선을 다해야 한다는 시사점을 제공하고 있다.

• International Journal of Computer Science & Network Security
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• 제23권8호
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• pp.190-198
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• 2023

To enhance customer satisfaction for higher profits, an e-commerce sector can establish a continuous relationship and acquire new customers. Utilize machine-learning models to analyse their customer's behavioural evidence to produce their competitive advantage to the e-commerce platform by helping to improve overall satisfaction. These models will forecast customers who will churn and churn causes. Forecasts are used to build unique business strategies and services offers. This work is intended to develop a machine-learning model that can accurately forecast retainable customers of the entire e-commerce customer data. Developing predictive models classifying different imbalanced data effectively is a major challenge in collected data and machine learning algorithms. Build a machine learning model for solving class imbalance and forecast customers. The satisfaction accuracy is used for this research as evaluation metrics. This paper aims to enable to evaluate the use of different machine learning models utilized to forecast satisfaction. For this research paper are selected three analytical methods come from various classifications of learning. Classifier Selection, the efficiency of various classifiers like Random Forest, Logistic Regression, SVM, and Gradient Boosting Algorithm. Models have been used for a dataset of 8000 records of e-commerce websites and apps. Results indicate the best accuracy in determining satisfaction class with both gradient-boosting algorithm classifications. The results showed maximum accuracy compared to other algorithms, including Gradient Boosting Algorithm, Support Vector Machine Algorithm, Random Forest Algorithm, and logistic regression Algorithm. The best model developed for this paper to forecast satisfaction customers and accuracy achieve 88 %.

• The Journal of Asian Finance, Economics and Business
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• 제9권10호
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• pp.251-264
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• 2022

This study explores e-banking variables that affect client satisfaction in the Saudi Arabian banking industry spanning three dimensions: reliability, security concerns, and efficiency, which were chosen as predictors of customer satisfaction in the e-banking industry. A field survey using a self-administered questionnaire as a data collection instrument was adopted to collect the required data from a convenience sample of 250 participants of Saudi banking customers. The overall fit of the hypothesized model was tested using linear regression to find the rate of the independent factors' impact on the dependent variable. The study's findings revealed that there is a statistically significant relationship between the three dimensions and customer satisfaction in Saudi e-banking, with the largest impact being that of reliability, followed by efficiency, and finally security concerns. Also, the study found there was a significant difference in reliability which was considered more important for Saudis and there was a significant difference in efficiency, which was considered more important by males. The findings of this study suggest that these three dimensions are instrumental in e-banking customer satisfaction and that banks can gain a competitive edge by providing better services in these dimensions to sustain and develop their performance in the increasingly globalized banking industry.

• 한국식생활문화학회지
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• 제31권1호
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• pp.64-72
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• 2016

This study investigated the correlation between consumer's buying habits and food styling visual elements. Differentiated and original techniques were used to determine whether or not visual elements in tteok menus reflect the aesthetic needs of consumers without altering the nutrition of tteok. The targeted tteok cafes were in Jeonju Hanok Village, which is a tourist attraction in Korea. First, sub-factors of food styling visual elements applied to tteok $caf{\acute{e}}$ menus such as shape, size/volume, color, and texture all had significantly positive effects on customer satisfaction, proving that food styling visual effects applied to tteok $caf{\acute{e}}$ menus have significant effects on customer satisfaction. Second, sub-factors of food styling visual elements applied to tteok $caf{\acute{e}}$ menus all had significantly positive effects on buying habits. Third, customer satisfaction of menus had a significant effect on buying habits, as proven by previous studies. Fourth, the effects of customer satisfaction on the relationship between food styling visual factors applied to tteok $caf{\acute{e}}$ menus and buying habits were investigated.

• Journal of Information Technology Applications and Management
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• 제23권1호
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• pp.97-117
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• 2016

Drawing on the theoretical framework of customer value-satisfaction-loyalty, this study examines how scarcity message influences customers' value, satisfaction, and loyalty in the context of group-buying social commerce. Previous studies have argued that scarcity message limiting the avilability of products and service is a source of enhancing customer value. In this regard, this study posits scarcity message as a predictor of customer value. Furthermore, this study classifies customer value into two forms (i.e., utilitarian value and hedonic value) and verfies how scarcity message is associated with them. To test the proposed research model and hypotheses, this study performed structural equation modeling (SEM) analyses, using a total of 292 data collected on users who have experience in purchasing products and service through group-buying social commerce sites such as Coupang, Timon, and WeMakePrice. The key results are as follows : First, scarcity message increases utilitarian and hedonic values and further customer satisfaction. Second, utilitarian value increases customer satisfaction and repurchase intention while hedonic value has nothing to do with them. The findings imply that customers seek to maximize utilitarian value through group-buying social commerce. Finally, this study indicates that repuchase intention depends greatly on customer satisfaction.

• Asia pacific journal of information systems
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• 제12권4호
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• pp.237-253
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• 2002

E-commerce is now widely used as the new business opportunity for most companies in Korea. The purpose of this study is first to find the attributes of the logistics service quality in e-commerce environment. We, then, try to find the relationships among service quality, customer satisfaction and repurchase intentions. The results of empirical study show that five attributes(responsiveness, empathy, reliability, accuracy and tangible) are identified as key factors of service quality. Customer satisfaction has also significant effect on repurchase intentions.

• International Journal of Contents
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• 제5권1호
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• pp.9-14
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• 2009

The purpose of this study is to investigate the impacts of e-service quality factors on customer satisfaction and behavior intention by Web site types. Difference and moderating effect resulting from the type of web site users about an association with reaction of satisfaction and those component concepts are also one of the aims in the study. As a result, the study found that factors of web site service quality variables had positive impacts on customer satisfaction. And customer satisfaction also had a positive impact on relationship intention and word of mouth intention. Furthermore, through the comparative analysis, we found that the service quality differed on the effects of customer satisfaction by web site types. According to those results, marketing managers should develop different service strategies based on different web site types.

• Journal of the Korean Data and Information Science Society
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• 제16권2호
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• pp.301-311
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• 2005

This study has conducted to measure the internet banking customer satisfaction using structured equation model. Data was collected by e-mail system. Among survey panel who had experience of using Hanwha-Bank internet banking service, final samples were 2,848 respondents. The results showed that usage convenience and economy factor was most correlated with customer satisfaction. And we found that word-of-mouth behavior was affected customer satisfaction.

• 한국콘텐츠학회논문지
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• 제14권7호
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• pp.559-570
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• 2014

본 연구는 기존의 e-서비스 품질 평가에 관한 최근 문헌을 토대로 도서관 위주의 연구에만 국한된 전자책 서비스 품질 연구를 발전시켜, 개인 고객의 전자책 콘텐츠 서비스 이용을 중심으로 시스템, 콘텐츠, 사후관리 서비스에 따른 만족도와의 관계를 분석하고자 하였다. 이를 위해 e-서비스 품질 평가 모형과 도서관서비스 품질평가 연구모형을 바탕으로 전자책 서비스 이용자 만족도 측정에 있어 중요한 요소로 작용 가능한 사후 관리 서비스 요인을 추가하였다. 기존의 전자책 서비스 기업들이 보다 효율적으로 서비스를 제공하고 나아가 서비스의 만족도를 높이기 위해서는 좀 더 다양한 콘텐츠의 제공과 함께 전자책에 특화된 서비스의 개발 및 다양성과 최신성이 확보된 콘텐츠가 요구된다. 더불어 제품 서비스 판매 이후 이루어지는 신속한 사후관리 서비스는 고객만족을 위한 중요한 변수가 될 수 있다. 따라서 콘텐츠 시스템뿐만 아니라, 고객이 원하는 수준의 사후 관리 서비스의 제공을 통해 기존 고객을 만족 시키고 신규 고객을 창출할 수 있다.

• 경영과학
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• 제20권1호
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• pp.149-163
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• 2003

The emergence of Internal has established a huge virtual exchange market, and the innovative e-commerce has changed a way of distributing goods and services. This paper concerns the issues of customer's loyalty to maintain the customer retention between individual and Internet shopping mall. We use the concept of customer's perceived value, satisfaction, and trust, in order to explore and explain the formation process of customer loyalty. A survey data has been collected through the hep of internet research institution. A statistical analysis shows that a subset of customer's perceived value has positive Impact on satisfaction, which in turn has also positive influence on trust, Increasing the level of customer's loyalty. We also provide a brief discussion of strategic guidelines about analytic results.