• Journal of Korean Library and Information Science Society
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• v.26
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• pp.541-573
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• 1997

This study reviews several innovative electronic reference services that will be transformed in the age of the virtual library. This study focused on reference service via E-mail and electronic bulletin board which is regarded as the most important service in a variety of electronic reference services. Through E-mail and the electronic bulletin board, the user submits questions and the librarian responds with the answer. Though interest in using E-mail and electronic bulletin board as a basis for reference service has grown considerably in recent years, it is still in its infancy in Korea. Thus the purpose of this study is to propose a model electronic reference service system using E-mail and the electronic bulletin board for university libraries in Korea. This system consists of the following modules: electronic reference services policy, open reference service via electronic bulletin board, closed reference service via E-mail, and FAQ. This system is meant to be a guide for those considering implementing such a service.

• International Journal of Advanced Culture Technology
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• v.10 no.4
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• pp.547-554
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• 2022

Due to the expansion of non-face-to-face services, the demand for user identification for mobile devices is increasing. Recently, mobile resident registration cards, mobile driver's licenses, etc. are installed in mobile phones and used for user identification and authentication services. In order to identify a user online, unique identification information of the online user is required. In particular, in order to provide information only to online users, it is necessary to accurately deliver information to a mobile device owned by the user. To make this service possible, it was realized with the advent of mobile electronic notice service. However, the identification of online service users and information on mobile devices owned or subscribed by the relevant users require safe management as personal information, and it is also necessary to increase the convenience of online service users. In this paper, we propose an operating standard for providing a mobile electronic notice service that sends electronic notice using a mobile device owned by the user. The mobile electronic notice service is a service that provides notices expressed in electronic information to the recipient's cell phone, mobile app, e-mail, etc. Therefore, as the use of mobile electronic notification service increases and the provision and use of connecting information to identify users increases, it is necessary to expand the mobile electronic notification service while safely protecting users' personal information.

• 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.

• Management & Information Systems Review
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• v.10
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• pp.117-133
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• 2002

In December 1999, the AICPA introduced WebTrust, a electronic commerce assurance service of ensuring safe trading on the web, in order to effect consumer confidence into electronic commerce. Shortly afterwards, CPA associations of other advanced nations, such as Canada, Australia, also adopted this service. This study focuses on introduction of electronic commerce assurance service of ensuring safe trading on the web. WebTrust assurance service expected to be the international standard in electronic commerce in the near future and not only as a source of income for domestic accounting firms, which have simpler income structure than the international counterparts, but also as catalyst for stimulating electronic commerce. The findings of the study are expected to contribute to accounting practice, academy of accounting and electronic commerce firms in the following ways. Domestically, as Korea is considering using the electronic commerce assurance service, this study will help promote adoption of WebTrust assurance service. This study has shown, in the midst of declining income of accounting firms by audit, a way to increase their audit boundary.

• International Journal of Advanced Culture Technology
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• v.10 no.2
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• pp.194-200
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• 2022

Traditionally, postal services that produce and deliver paper-based notices have been the mainstream. The reason is that it has the function of distribution and proof of delivery in the postal delivery system as well as the advantage of information delivery through postal delivery. After all, for the purpose of distribution and proof of delivery, many organizations use paper-based postal notices. However, in recent years, it has been in the spotlight to produce a paper-based postal notice as an electronic notice and deliver information to a mobile device through the Internet. In this paper, we propose a safe interworking method for user identification information required for private institutions to transmit mobile electronic notices. In order for a private institution to accurately deliver an electronic notice to a mobile service subscriber, a means to confirm whether the private institution and the mobile device subscriber are the same person is required. In the mobile electronic notification service, the connecting information provided by the personal identity proofing agency is used as a means of user identification. Connecting information is called a resident registration number on the Internet and is one-way hash information that can only be created by the personal identity proofing agency designated by the government. In order to transmit a mobile electronic notice, it is necessary to share connecting information for the same user identification between the institution that requests the sending of the electronic notice and the institution that processes the sending of the electronic notice. Connecting information is personal information that can uniquely identify a user, and if it is disclosed, damage such as personal information infringement may occur. As such, it is necessary to prevent problems that may arise from misuse and abuse of connecting information as well as increase in the benefits of sending the mobile electronic notice. In this paper, a safe and effective mobile electronic notification service can be performed by suggesting a method for safe interworking of information related to the mobile electronic notification service.

• Korean Security Journal
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• no.36
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• pp.111-137
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• 2013

The purpose of this study is to examine the effects of electronic security service quality satisfaction and customer satisfaction on switching barrier and customer loyalty. Survey questionnaires were distributed to business owners in Seoul that are using electronic security system and the total of 500 copies were used as research data except 60 copies with insufficient responses. The results are as follow. First, as for the effects of electronic security service quality satisfaction on electronic security customer satisfaction, it indicates that the higher electronic security service quality satisfaction achieves, the more it has positive effects on electronic security customer satisfaction. Second, as for the effects of electronic security service quality satisfaction on switching cost, it indicates that the higher electronic security service quality satisfaction achieves, the more it has positive effects on switching cost. As for the effects of electronic security service quality satisfaction on human relations, it indicates that the higher electronic security service quality satisfaction achieves, the more it has positive effects on human relations. It indicates that the effects of electronic security service quality satisfaction on alternative attraction was not meaningful. Third, as for the effects of electronic security customer satisfaction on switching cost, it indicates that the higher electronic security customer satisfaction achieves, the more it has positive effects on switching cost. As for the effects of electronic security customer satisfaction on human relations, it indicates that the higher electronic security customer satisfaction achieves, the more it has positive effects on human relations. But, it indicates that the effects of electronic security customer satisfaction on alternative attraction was not meaningful. Fourth, As for the effects of electronic security service quality satisfaction and electronic security customer satisfaction on customer loyalty, it indicates that the higher electronic security service quality satisfaction achieves, the more it has positive effects on customer loyalty. As for the effects of switching cost on customer loyalty, it indicates that the higher switching cost achieves, the more it has positive effects on customer loyalty. As for the effects of alternative attraction on customer loyalty, it indicates that there is no meaningful relation between alternative attraction and customer loyalty. But, effects of human relations on customer loyalty, it indicates that there is no meaningful relation between human relations and customer loyalty. Based on the above results, it is noticeable that in the effects of electronic security service quality satisfaction and electronic security customer satisfaction on switching barrier, all of them had meaningful effects except for alternative attractiveness. This signifies that switching barrier factor can increase when the service quality of electronic security and customer satisfaction increase. In other words, it can be said that increased awareness of electronic security service quality satisfaction and electronic security customer satisfaction by electronic security users can lead to high customer loyalty by establishing switching barrier through such increased awareness.

• THE INTERNATIONAL COMMERCE & LAW REVIEW
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• v.15
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• pp.211-238
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• 2001

This article discusses and analyses several issues regarding to the Electronic Signature and the Electronic Certification. The objects of the analyse are the each paragraphs of the Korean Electronic Signature Act of 1999 and that of the Korean Electronic Transaction Basic Act of 1999 in comparing to the paragraphs of the Electronic Signatures in Global and National Commerce Act' (E-Sign) of 2000, U.S.A. and that of the Draft UNCITRAL Model Law on Electronic Signature of 2000. The main issues discussed herein are the scope of the electronic signature, the definition of the electronic signature, permission of services to the non-authorized certification service providers, the effect of the electronic signature, the liability of the concerning parties of the electronic signature including liability of the certification service providers, that of the subscribers and that of the relying parties. This paper also discusses the problems of the possibility of issuing the electronic negotiable commercial papers, the validity of the electronic signatures done by electronic agents, the authority certificate, mutual certification of the foreign certification service providers, the permission of the electronic notary service, the problems of the consumer protection and the possibility of issuing electronic insurance policy, etc. The writer concludes by suggesting some measures that will activate the use of electronic signatures under the korean circumstances.

• Journal of Global Scholars of Marketing Science
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• v.20 no.2
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• pp.188-198
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• 2010

This study attempts to examine the influence that negative WOM (NWOM) has in an online context. It specifically focuses on the impact of the service failure description and the perceived intention of the communication provider on consumer evaluations of firm competence, attitude toward the firm, positive word of mouth and behavioral intentions. Studies of communication persuasiveness focus on "who says what; to whom; in which channel; with what effect (Chiu 2007)." In this research study, we examine electronic web posting, particularly focusing on two aspects of "what": the level of service failure communicated and perceived intention of the individual posting. It stands to reason electronic NWOM that appears to be trying to damage a product’s or firm's reputation will be viewed as more biased and will thus be considered as less credible. According to attribution theory, people search for the causes of events especially those that are negative and unexpected (Weiner 2006). Hennig-Thurau and Walsh (2003) state "since the reader has only limited knowledge and trust of the author of an online articulation the quality of the contribution could be expected to serve as a potent moderator of the articulation-behavior relationship. We therefore posit the following hypotheses: H1. Subjects exposed to electronic NWOM describing a high level of service failure will provide lower scores on measures of (a) firm competence, (b) attitude toward the firm, (c) positive word of mouth, and (d) behavioral intention than will subjects exposed to electronic NWOM describing a low level of service failure. H2. Subjects exposed to electronic NWOM with a warning intent will provide lower scores on measures of (a) firm competence, (b) attitude toward the firm, (c) positive word of mouth, and (d) behavioral intention than will subjects exposed to electronic NWOM with a vengeful intent. H3. Level of service failure in electronic NWOM will interact with the perceived intention of the electronic NWOM, such that there will be a decrease in mean response on measures of (a) firm competence, (b) attitude toward the firm, (c) positive word of mouth, and (d) behavioral intention from electronic NWOM with a warning intent to a vengeful intent. The main study involved a2 (service failure severity) x2 (NWOM with warning versus vengeful intent) factorial experiment. Stimuli were presented to subjects online using a mock online web posting. The scenario described a service failure associated with non-acceptance of a gift card in a brick-and-mortar retail establishment. A national sample was recruited through an online research firm. A total of 113 subjects participated in the study. A total of 104 surveys were analyzed. The scenario was perceived to be realistic with 92.3% giving the scenario a greater than average response. Manipulations were satisfactory. Measures were pre-tested and validated. Items were analyzed and found reliable and valid. MANOVA results found the multivariate interaction was not significant, allowing our interpretation to proceed to the main effects. Significant main effects were found for post intent and service failure severity. The post intent main effect was attributable to attitude toward the firm, positive word of mouth and behavioral intention. The service failure severity main effect was attributable to all four dependent variables: firm competence, attitude toward the firm, positive word of mouth and behavioral intention. Specifically, firm competence for electronic NWOM describing high severity of service failure was lower than electronic NWOM describing low severity of service failure. Attitude toward the firm for electronic NWOM describing high severity of service failure was lower than electronic NWOM describing low severity of service failure. Positive word of mouth for electronic NWOM describing high severity of service failure was lower than electronic NWOM describing low severity of service failure. Behavioral intention for electronic NWOM describing high severity of service failure was lower for electronic NWOM describing low severity of service failure. Therefore, H1a, H1b, H1c and H1d were all supported. In addition, attitude toward the firm for electronic NWOM with a warning intent was lower than electronic NWOM with a vengeful intent. Positive word of mouth for electronic NWOM with a warning intent was lower than electronic NWOM with a vengeful intent. Behavioral intention for electronic NWOM with a warning intent was lower than electronic NWOM with a vengeful intent. Thus, H2b, H2c and H2d were supported. However, H2a was not supported though results were in the hypothesized direction. Otherwise, there was no significant multivariate service failure severity by post intent interaction, nor was there a significant univariate service failure severity by post intent interaction for any of the three hypothesized variables. Thus, H3 was not supported for any of the four hypothesized variables. This study has research and managerial implications. The findings of this study support prior research that service failure severity impacts consumer perceptions, attitude, positive word of mouth and behavioral intentions (Weun et al. 2004). Of further relevance, this response is evidenced in the online context, suggesting the need for firms to engage in serious focused service recovery efforts. With respect to perceived intention of electronic NWOM, the findings support prior research suggesting reader's attributions of the intentions of a source influence the strength of its impact on perceptions, attitude, positive word of mouth and behavioral intentions. The implication for managers suggests while consumers do find online communications to be credible and influential, not all communications are weighted the same. A benefit of electronic WOM, even when it may be potentially damaging, is it can be monitored for potential problems and additionally offers the possibility of redress.

• Journal of Distribution Science
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• v.11 no.10
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• pp.17-25
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• 2013

Purpose - This study analyzes the effect of customers' perceived service innovativeness of service centers for electronic goods, on repurchase intentions of customers, using behavior intentions of service centers as a mediator variable. In customer management and customer relationship marketing, service centers can be the most representative customer relationship management departments because they are most closely placed at the interface with customers. In addition, this study intends to investigate if continuous relationship with customers during one-time product-selling can affect their repurchase intentions. Specifically, this research aims to investigate if the expansion of the saturated physical market of the manufacturing business, to intangible service markets, can be competitive enough to satisfy customer needs. Research design, data, and methodology - This study targets college students, and especially those who have computers, digital cameras, or cell-phones, and often use electronic products and services. In order to investigate our hypothesis, we analyzed dates through SEM (structural equation modeling) using SPSS for Windows 18.0 and AMOS 18.0. In addition, we measured Cronbach's α coefficient using SPSS for Windows 18.0 in order to measure reliability. Further, using AMOS 18.0, this research statistically measured convergent validity as well as discriminant validity, and examined mediation models and path models in which service innovativeness leads to customers' repurchase intentions of electronic products. Results - As a result, this research shows that customers' perceived service innovativeness of service centers for electronic goods has significant positive influence on customers' behavior intentions of service centers. In addition, service innovativeness of electronic goods' service centers also has significant positive influence on repurchase intentions of customers. Conclusion - This study investigates the effect of customers' positive relation with the innovativeness of electronic service center on their behavior intention and product repurchase. The more concrete, important results of the study are as follows. Through the mediating effect, the findings of the study suggest that customers' behavior intentions of service centers partially mediate the effect of customers'perceived service innovativeness of service centers for electronic goods on customers' repurchase intentions. This research also provides an insight that the importance of service innovativeness and innovative approaches in managing customers should be recognized in the process of repurchase and service roles of manufacturing business as a way for customer management. As a result, the relationship between customer satisfaction and service quality of service centers for the electronic products is very sensitive. Although previous studies focus on certain aspects of the case for enhancing service innovation (Kim, 2012), this research recommends that the service centers need to understand the customers'desire first and try to adapt to achieve customer satisfaction by being innovative. This innovativeness of service centers would make customers visit them consistently, which in the long run, will also influence their repurchase decisions.

• Knowledge Management Research
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• v.16 no.1
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• pp.71-93
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• 2015

With the rapid growth of the internet, electronic commerce has become accepted as one of the major purchasing channels for consumers. As more and more consumers search for and purchase products through the internet, intra-industry competition of electronic commerce has become fierce. Therefore, electronic commerce service providers pay attention to factors that prevent existing customers from leaving there services in the service failure situation. In this regard, electronic commerce service providers should make service recovery efforts for consumer recovery satisfaction after service failure. In this study, we suggest that procedural justice, interactional justice, distributive justice and authenticity have positive impacts on recovery satisfaction. In addition, we also propose that involvement plays moderating roles in the relationships between procedural justice, interactional justice, distributive justice, authenticity and recovery satisfaction. We collected empirical data for this study over a period of two weeks from subjects who had service failure recovery experiences through electronic commerce. A total of 224 complete and valid responses were obtained. We carried out data analysis using a two-step methodology with SPSS 20.0 and SmartPLS 2.0. The first step in the data analysis was to establish the internal consistency, convergent validity, discriminant validity of the constructs. In the second step, we examined the structural model. The empirical results support the proposed model and partly identify the moderating effect of involvement differences. The moderate effect results show that procedural justice, distributive justice and authenticity have different impacts on recovery satisfaction in two groups. Cognitive factor such as the procedural justice and distributive justice have stronger impacts on recovery satisfaction in the high-involvement goods than in the low-involvement goods, while emotional factor such as authenticity has a stronger impact on recovery satisfaction in the low-involvement goods than in the high-involvement goods. We expect that this result will provide researchers and managers who are interested in electronic commerce service failure recovery with useful theoretical and practical implications.