• 한국정보시스템학회지:정보시스템연구
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• 제14권1호
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• pp.125-147
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• 2005

This research focused on the comparison of corporate business mokels to explain different financial performances on the eBusiness domain. Especially, because customers have the more buying [ower tha other business areas, customer value and the service quality were prepared for independent variables and operational margin which can be obtained by publicize report was used for a dependent variable in stead of the other variables dependent on human perception as well. As a result, this research found that the customer value measured by service quality concept impact on the financial performance of eBusiness corporation positively. To find out more delicate results, structural equation was used for statistical method using 324 survey samples on 10 corporations. Though data using for statistical analysis were divided into individual and corporate level and have the time gap between research time and financial performance publicized period, the value of this research is that the customer value and service quality concepts with very objective financial information were input for constructing a research model.

• 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.

• 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.

• 산업경영시스템학회지
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• 제38권4호
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• pp.30-38
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• 2015

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.

• International Journal of Computer Science & Network Security
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• 제23권5호
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• pp.95-108
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• 2023

The technological revolution, also referred to as the Fourth Industrial Revolution, it embraced by government should transform the way governments serve their citizens. The growth of broadband in Africa is leapfrogging its technological development. And thus, many African governments will soon be able to offer quality e-Government services to their citizens. These technologically driven governments will be able to provide decision-makers with timeous information to make judgments that could influence policies. Proponents of e-Government believe that in the digital age, governments can use this information to reduce corruption and increase, accountability, transparency, efficiency, and public participation. e-Government service quality should ensure customer satisfaction. Although many studies have examined the role of e-Government and the quality of its services, few studies have examined the quality of e-Government services in terms of both supply and demand. This paper examines and reviews the academic-state-of-the-art on the factors that affect the quality of e-Government services from both perspectives. Utilizing both qualitative and quantitative methods for data gathering and analysis, a mixed methods research methodology was used.

• 한국산업정보학회논문지
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• 제12권5호
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• pp.173-182
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• 2007

e-Learning이란 기술기반 교육을 의미하며, 교육용 CD-ROM이나 교육용 소프트웨어를 이용하는 컴퓨터 기반 교육, 웹 기반 교육, 가상 학습 디지털상의 교육과 협업을 포함하는 개념이다. 자기주도학습을 전제로 하고 있는 e-Learning의 학습 성과를 평가하기 위해서는 정보시스템 측면과 학습자 자신의 컴퓨터 사용능력과 같은 학습자 특성을 동시에 고려한 모형을 필요로 하게 된다. 본 논문에서는 정보시스템성과 모형과 자기효능감을 기반으로 e-Learning 학습 성과 평가 모형을 제시하고 실증 분석하였다. 216명의설문 응답 결과 사용 의도에 영향을 미치는 요인은 서비스 품질과 컴퓨터 자기효능감으로 나타났고. 사용자만족에 영향을 미치는 요인은 시스템 품질, 정보 품질, 서비스 품질, 컴퓨터 자기효능감으로 나타났다. 또한 사용 의도와 사용자 만족은 학습 성과에 유의적인 영향을 미치는 것으로 나타났다.

• 경영과학
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• 제33권3호
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• pp.19-30
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• 2016

This study provides a framework to assess network design under the regime of QoE (Quality of Experience). Our approach is expected to reveal the necessity of developing the QoE measures and applying this notion to network design, particularly in the mobile environment. Furthermore, our model shows the ample potential that both users and network providers are able to attain a win-win case by shifting the focus on network design and service operations from QoS (Quality of Service) to QoE. Since the former considers only relevant technological specifications, it may fail in capturing critical factors surrounding users, such as a context where the corresponding user is working on. For example, according to one study [13], the bit-rate, a widely employed QoS measure, shows inferior performance in provisioning network resources to the MOS (Mean Opinion Score), a representative QoE measure. Our framework develops the idea and construct a prototype to systematically assess network design and operations in terms of QoE. The proposed prototype aims at achieving a higher level of efficiency without severely deteriorating users' satisfaction level. We also provide some simulation results which support our idea. That is, reducing the chance of over-provisioning on the basis of the QoE paradigm results in a great flexibility. It may give price cut for users or postponement of network investment for providers or both. Our simulation results also seem robust irrespective of the forms of the QoS-QoE relationship.

• 한국컴퓨터정보학회논문지
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• 제20권3호
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• pp.115-124
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• 2015

본 논문에서는 기존 네트워크에서 QoS(Quality of Services) 및 QoE(Quality of Experience)기법들을 분석하고, 재해정보 확산을 위해 끊김없는 N-Screen 서비스들을 제공할 수 있는 고신뢰성 네트워크 시스템 프레임워크 및 그 서비스 전달 기법을 제안한다. N-Screen 서비스에서 콘텐츠 소비자의 만족도, 즉 QoE 는 재해정보 확산에서 중요한 요소가 되고 있으며, 기존 N-Screen 서비스들이 다양한 디바이스들에 정보를 전송하기 위한 기능에 초점을 맞추고 있기 때문이다. 이러한 서비스에 맞춰, 제안된 시스템은 사용자의 서비스 요청을 수용하기 위한 재해정보처리 프레임워크, Push 서비스를 수용할 때 발생하는 패킷의 수를 최소화하기 위한 Push 서비스 모듈, QoE 지표를 최대화 할 수 있는 Push 서비스 컨트롤러로 구성되어 진다. 다양한 스크린(스마트폰, PC, 전광판)에서 끊김없는 N-Screen 서비스를 제공하기 위해 Open API(Application Programming Interfaces) 인터페이스 기능을 가진다. 본 연구의 결과를 통해서 사용자들에게 끊김없는 N-Screen 서비스를 제공하고, Push 컨트롤러 기능 및 효과적인 네트워크 서비스 기능을 제공함으로써 사용자에게 서비스 품질 만족도를 높일 수 있을 것으로 기대된다.

• 한국정보시스템학회지:정보시스템연구
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• 제16권4호
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• pp.107-129
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• 2007

The purpose of this study is to examine the effect of logistics service quality and relationship orientation factors on customer satisfaction and loyalty in the electronic commerce context. Based on extensive review of relevant literature, nine components of logistics service quality(i.e. information quality, ordering procedures, ordering release quantities, timeliness, order accuracy, order quality, order condition, order discrepancy handling and personnel contact quality) and six components of relationship orientation(i.e. trust, bonding, communication, shared value, empathy and reciprocity) are introduced in this study. And a conceptual model is developed and five research hypotheses are empirically examined using structural equation modeling. The findings indicate that logistics service quality and relationship orientation are positively and significantly associated with customer satisfaction, and customer satisfaction is the antecedent variable of customer loyalty in the Internet Shopping Mall. In addition, a significant impact of logistics service quality on relationship orientation of the customer is revealed. Implications of these findings are discussed, and limitations of the study as well as further research directions are addressed.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2009년도 춘계학술대회
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• pp.281-294
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• 2009

Recently the information system introduction and the application which use the computer are increasing. The efficient operation of information system helps corporations to improve productivity, customer service and corporate competitive power. SaaS(Software as a Service), which is the developed type of outsourcing in the area of information technology, is to use standardized and packaged application by hosting from the outside of enterprise. SaaS is not developed yet as much as people's interest about that in the initial stage, but its related technology and service capacity are accumulated after repeated trial and error, and it's ready to activate the industry. In the area of information system, studies on the measurement of service quality were followed. But there is little study on service quality measurement in the field of SaaS(Software as a Service). The purpose of this study was to divides the SaaS with e-SERVQUAL and it consider the relationship with the perceived recognition and the usage intention. According to this, variables of traditional research were rejected because SaaS is not developed yet in Korea. But information had a strong effect on perceived recognition. Therefore, business related with in SaaS must have provided a correct information about various applications.