• The Journal of Information Systems
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• v.14 no.1
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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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• v.5 no.1
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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.

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

• Journal of Korean Society of Industrial and Systems Engineering
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• v.38 no.4
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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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• v.23 no.5
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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.

• Journal of Korea Society of Industrial Information Systems
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• v.12 no.5
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• pp.173-182
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• 2007

e-Learning can be seen as not only one of Internet based information systems which can provide education services, but also one of teaching-learning methods which can implement self-directed learning. This paper tests factors affecting the e-Learning performance based on information systems success model and self-efficacy theory using a field study. Questionnaires are collected from 216 students who are enrolling a e-learning class using online survey. The results are following: first, the service quality and self-efficacy are significant predictors of use intention, but system quality and information quality are not. second, the system quality, information quality, service quality and self-efficacy are significant predictors of user satisfaction. Third, use intention and user satisfaction are found to be a strong predictor of the learning performance.

• Korean Management Science Review
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• v.33 no.3
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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.

• Journal of the Korea Society of Computer and Information
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• v.20 no.3
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• pp.115-124
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• 2015

In this paper we analyse the previous (Quality of Services) and QoE(Quality of Experience) methods, and propose a high reliable network system framework and its service forwarding method that is able to provide seamless N-Screen services for proliferating disaster informations. The service satisfaction measurement, i.e., QoE, of contents consumers in N-screens services is going to be important the factor in disaster information proliferation because N-Screen services in the previous methods based on multi devices only focused on information transmission. The proposed system around these services is composed of a disaster information process framework for accepting user's service requirement, push service modules for minimizing the number of packets to be caused when carrying out the push service, and a push service controller for maximizing QoE measures. In order to provide a seamless N-Screen service on diverse screens, such as smartphone, PC, and big screen, we also have Open API(Application Programming Interface) functions. Through these results, we expect to evaluate QoS and QoE quality in the seamless N-Screen service.

• The Journal of Information Systems
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• v.16 no.4
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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.

• Proceedings of the Safety Management and Science Conference
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• 2009.04a
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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.