• International journal of advanced smart convergence
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• v.4 no.1
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• pp.18-30
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• 2015

As the speed of networks that subscribers can use has greatly increased, demand for high-quality broadcast content, such as from Internet Protocol Television (IPTV) and Video on Demand (VoD), is likewise increasing. Therefore, while broadcasters are increasing content and channels, they are striving to improve consumer quality of experience (QoE) to differentiate themselves from competitors, including by producing higher physical-quality content. Recently, subjective measurement methods have been internationally standardized as the most reliable approach for measuring and evaluating IPTV QoE. However, a majority of these methods are performed in experimental environments and are based on the extremely brief viewing period of approximately ten seconds using original reference videos. It is actually difficult to apply standard evaluation methods based on a ten-second viewing interval to assess real broadcast watching of IPTV or other services that involve a longer time (i.e., more than thirty minutes). In this paper, we therefore propose a method that accommodates actual viewing environments. Using the mean opinion score, we experimentally analyze the effects of evaluation interval changes under actual conditions in which IPTV service is provided. In addition, we propose improvements by applying the results into actual live broadcast IPTV service and by analyzing consumer service QoE.

• Journal of Korea Society of Industrial Information Systems
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• v.13 no.5
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• pp.44-54
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• 2008

The objective of this research is to develop a measurement instrument for service recovery quality in the Internet commerce setting. To this same end, Parasuraman et al.(2005) have devised a scale called E-RecS-QUAL, which we revised and supplemented to develop another instrument named eSR-Q. To guarantee its reliability and validity, this instrument went through the refinement and validation processes for internal consistency and construct validity in terms of convergent, discriminant, and nomological validity. Our final scale consists of four dimensions including responsiveness, compensation, contact, and apologies altogether with fourteen measures. Overall, this research deals with the related research background, the scale development and validation processes, its limitations, and future research directions.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2017.05a
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• pp.219-221
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• 2017

Recently, MOOC (Massive Open Online Course), which has the characteristics of open content, has been changing the paradigm of university education as it is being serviced by various universities. In addition, MOOC based e-learning service has been developed into various types. The quality management of MOOC-based e-learning services has been studied on the general factors provided by MOOC regardless of MOOC type so far. In this study, we propose a method to improve the quality management of MOOC - based e - learning service by analyzing the factors affecting the quality of e - learning service by MOOC type.

• International Commerce and Information Review
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• v.9 no.2
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• pp.87-101
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• 2007

This study developed seven assumptions to demonstrate the effect of personal innovation, social influences, service quality, mobility and accessibility on perceived usability, perceived convenience use and use intention using a technology acceptance model developed by Davis(1989), and the results are presented as follows: First, the assumption that personal innovation and service quality of mobile banking service will influence the perceived usability was adopted while the assumption that social influences will affect the perceived usability was rejected. Second, the assumption that mobility and accessibility of mobile banking services will influence the perceived convenient use was selected. Third, the assumption that the perceived usability of mobile banking service will influence use intention was rejected while the assumption that the convenient use will influence use intention was adopted. This study suggests that as personal innovation, service quality, mobility and accessibility have a significant influence on use of mobile banking, service providers should pay more attention to development of security programs and diversification of contents.

• The Journal of Information Systems
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• v.17 no.4
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• pp.31-49
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• 2008

As the development of information technology, the biggest change in educational paradigm is apparent in the shift that the emphasis of education is layed on from teachers to learners. E-learning education service through the internet is less restricted in the respect of time and places in comparison with off-line education. Therefore e-Learning is spreaded rapidly and the educational effectiveness of that is needed to be investigated. In this study theoretical research was performed firstly and framework of the study was constructed. After establishment of hypotheses the survey data were collected by the learners of e-Learning and the hypotheses were verified by the SPSS version 12.0. The results are as follows : First, the quality of e-Learning service influences significantly to the technology acceptance of users. Secondly, perceived usability and perceived easiness of technology acceptance model influences significantly to the intention of reuse of users of e-Learning services. Lastly, the playfulness of the Flow theory influences significantly to the intention of reuse of users of e-Learning services. Although there are some limitations in the respect of the numbers of variables, parameters, or samples, this study will contribute for enhancing the effectiveness of education in e-Learning service by providing the acceptance factors of e-learners.

• Korea Journal of Hospital Management
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• v.15 no.4
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• pp.78-99
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• 2010

In this study, we examined the effects of healthcare staffs' perceived service quality(E-PSQ) on patients' perceived service quality(P-PSQ) leading to patients' satisfaction(P-CS) and the effects on guardians' perceived service quality(G-PSQ) also leading to guardians' satisfaction(G-CS). To investigate the causalities of the factors, we collected national wide samples of 144 hospitals, 721 healthcare staffs, 1456 patients, and 1455 guardians of the patients. Followed were contributions of this study. First, healthcare staffs and patients were commonly related by service quality, which meant the increase of healthcare staffs' perceived service quality led to increase of patients' perceived service quality. Second, healthcare staffs and guardians of patients were also related by perceived service quality. Third, patients' perceived service quality would lead to service satisfaction of patients, Fourth, guardians' perceived service quality would also lead to service satisfaction of guardians. The findings implied service managers of hospital settings should pay attention to healthcare staffs' perception of service quality as well as those of patients and guardians. With such strategy, hospitals could survive the drastically changing environments of current healthcare service area.

• Korean Management Science Review
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• v.20 no.2
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• pp.113-133
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• 2003

This study developed the ISM (Electronic Store Success Model) by basing upon the revised D&M IS Success Model and reflecting the characteristics of marketing and e business. The theoretical rationale of this model was as following : 1) Though the revised D&M IS Success Model (2002) must be more logical and complete model than the original D&M IS Success Model (1992), it did not reflect characteristics of marketing and e business. 2) In the marketing studios, Service Quality has been suggested as one of basic strategies for success. 3) In e business studies, Trust has been emerging as a potentially important antecedent of e loyalty. 4) There has been a paradigm shift from satisfaction to loyalty in marketing emphasis. 5) Nowadays, ERP (Enterprise Resource Planning) has been pervaded in many organizations and has supported PCA (Profit Center Accounting) or Channel based Accounting, so it has not been difficult to evaluate financial performance of Electronic Store. The ESM that has six dimensions (System Quality, information Quality. Service Quality, Trust, Loyalty, Financial Performance) and expresses the causal relationship among them was proposed and was compared with BSC (Balanced Scorecard), WebQual, and EWAM (Extended Web Assessment Method). The results showed that the ESM coincides with BSC and contains dimensions of WebQual, and EWAM.

• Journal of Distribution Science
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• v.12 no.11
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• pp.85-100
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• 2014

Purpose - Recently, the prevalence of high-speed mobile communication technology (4G) and mobile devices (smart phones, tablet PC, etc.) is leading innovative changes across all fields in society as well as business environments. Furthermore, a diversified mobile application service has spread rapidly through mobile devices such as smart phones and tablet PCs. Accordingly, the traditional E-government services paradigm has rapidly changed into mobile intelligence. To identify the influencing factors on the using intention of G4C smart app services, based on previous studies, the variables that influence using G4C smart app services are defined; these are user cognitive factors (perceived usefulness, perceived easiness), user characteristics factors (user innovativeness, self-efficiency, social influence), service quality factors (convenience, interactivity, accessibility), and system quality factors (instant connectivity, safety). Research design, data, and methodology - This is designed not only to collect data with a questionnaire survey (9/22/13~10/23/13) but also to test hypotheses with SEM by SPSS 21.0 and AMOS 21.0 in both Korea and China. All items are used with Likert 5 scales. A total of 643 questionnaires (Korea 318, China 325) are used. Results - The perceived usefulness and perceived easiness in user cognitive factors have positive influence on using intention. The user innovativeness, self-efficiency, and social factors in user characteristics factors have positive influences on using intention. The convenience, interactivity, and accessibility in service quality factors have positive influences on both reliability and using intention. Safety in system quality has positive influence on both reliability and using intention. Reliability has positive influence on using intention. The control variables (Korea and China) affect its control hypothesis. Strategies and implications are suggested to assist the public using the intention of smartphone's e-government services based on the results of the empirical analysis. The mobile application service can be considered a new emergence of the paradigm just like the government's on-line portal websites appeared in the past. Under this prevailing situation of mobile smart devices, to promote the success of e-government mobile APP services, accurate analysis and understanding of users should precede anything, to provide services to grasp and satisfy users' desire properly. Conclusions - This study proposes implications to help E-governmental officers and companies make strategies. First, this is expected to give some information on the understanding and knowledge regarding the process of G4C smart APP service based on the empirical study. Second, this helps to make future policies and ways about E-government G4C smart APP service. Third, it is proved that super speed mobile communication technology and devices including phones will be crucial to change the structure of E-government services in 2-3 years. Fourth, it is necessary to increase the trust and using intention of users. Fifth, considering what type of environment users are placed in, to present proper public information matching their inclination, is important. Finally, various ways of experiencing service to explore potential users and ceaseless public relations are required.

• East Asian Journal of Business Economics (EAJBE)
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• v.5 no.1
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• pp.27-32
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• 2017

The main objective of this study is to find the Interrelationship between Service Quality, Electronic Banking and Customer Satisfaction in Commercial Banks in Uganda. A review of literature was conducted to find out the relationship among Service Quality, Electronic Banking and Customer Satisfaction. The literature review confirms this relationship. A survey was conducted to collect data. The sample size of 210 commercial banking customers was drawn from different banks in Uganda. The result shows, the Electronic banking adoption was found to have a positive relationship with Service Quality, Service Quality was found to have a positive relationship with Customer satisfaction; and Electronic banking adoption had a positive relationship with Customer satisfaction. In light of the findings various recommendations were put across on how retail banks can better satisfy their customers through the use of electronic banking channels. Electronic banking adoption will then foster Service Quality where a customer's service expectations are exceeded by the actual service She/he obtains. This will then bring about Customer satisfaction where the customers find that their needs are met by the service.

• International Commerce and Information Review
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• v.11 no.3
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• pp.3-24
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• 2009

Import Agency Service Mall, providing customers not only with convenient shopping experiences but also with purchasing, warehousing, shipping, and customs clearance services, have been playing a significant role in rapidly transforming Korean consumers into global consumers. The consumers' great demand for foreign goods(services) has created Import Agency Service Mall(referred to hereafter as IASM) as a new business model of distribution and consumption, which seems to be grown rapidly. This empirical research investigates online shoppers for their trust dimensions for IASM. Consequences of the research are as follows: First, perceived reputation, web-site quality have influenced upon e-trust dimension of the IASM. Second, the level of e-trust consumers is more higher, and then the level of perceived risk is more lower. Third, perceived risk have not influenced upon intention to reuse the IASM. Fourth, the level of e-trust consumers is more higher, and then the level of intention to reuse the IASM is more higher. It is necessary for IASM to be developed its reputation and web-site quality in order to obtain customer's trust. Accordingly, this research will be helping IASM have insight for marketing strategies, and constantly should be studied about action and mind of consumer.