• 한국디지털정책학회:학술대회논문집
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• 2005.11a
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• pp.447-463
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• 2005

The purposes of this study is to investigate the factor structure of web-site characteristics and antecedents factors affected to trust, satisfaction and behavioral intention of web-site. Refined data were consisted of 4 internet shopping mall survey and estimated the perception to visiting web site. Statistical methods are adapted Frequency, Factor Analysis and CFA(Confirmatory Factor Analysis) of LISREL. 8 program. Research findings are as follows. The factors of web characteristics indicated to product information/buying procedure clarification, stability and function of system, usability of web site, security and protection of individual information, design, clarification of enterpriser information, various payment methods and customer service. In regression analysis, dependent variables were trust, satisfaction and behavioral intention. reputation of site were significantly effected variables. External variables consisted of the 4 characteristics of web-site and reputation and trust, satisfaction and behavioral intention were internal factor.

• Management & Information Systems Review
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• v.6
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• pp.267-290
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• 2001

Today's firms are experiencing severe competition and lots of change under uncertainty of the future. In order to survive in rapidly changing environment, companies have steadily adopted information technology(IT) environment. The advancement of information technology allows people to access information and knowledge resources without the limitation of time and location through internet. Many organizations have developed their own information systems not only for internal efficiency but also for effectiveness of external customer services. This study is intended to provide a theoretical framework of information and knowledge and their relationship, that the infusion of powerful information networks into business environments is beginning to have a profound a significant difference of the nature between information satisfaction and accounting information system(AIS) in the business activity. This paper is to maximize the efficiency of university libraries human resources management by determining the followings the relationship between the level of information technology implement and the job satisfaction of the librarian, the main factors that affect job satisfaction. Questionnaire was sent to 120 companies from 20 corporations chosen by random sampling and the methods of ANOVA, T-test, and correlation analysis were used. The results of the analysis are as follows; 1) There is a unsignificant difference in the level of information satisfaction by accounting information system and the motivation factor according to the level of implementation of IT. 2) There is a relatively high in a significant difference in information satisfaction by the level of net income. 3) There is high a significant difference is shown in the accounting years while implementing the IT and information satisfaction.

• Korean Business Review
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• v.13
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• pp.1-30
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• 2000

The corporate make an effort to improve organizational committment and the degree of employees' satisfaction(internal customer satisfaction). And If it's possible, it enhance competitive advantage of organization for external customer satisfaction. But in fact, the external customer satisfaction and competitive power is made by the complex function between leader support and organizational support in organization. Those hypotheses has been supported by the study of many scholars. Nevertheless the reliability in the results is not to be enough for certain conclusion. Therefore this study investigated the influence of organizational support and leader support(as a independent variable) on commitment(as a mediating variable) and citizenship(as a dependent variable). The result indicated that employees who perceive a high degree of organization and leader support show a high committment to organization in affection and positive OCB. Also the result showed that high committment to organization in affection enhance the relation between organizational support, leader's support and OCB(organization citizenship behavior) Implications for managers in organizations are suggested.

• The Journal of the Korea Contents Association
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• v.14 no.10
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• pp.697-705
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• 2014

Recently, university advertising was increasing with the educational circumstance changes. This study purposed to find out the effect of university ads satisfaction on enrolled students's university loyalty as an internal customer's loyalty not on existing external customer's perspectives. And we want to see more about the mediation effect of perceived image of the student and expected image of the student's relatives. Through the research model design and survey on students, we analysed proposed path hypotheses using the covariance structural equation analysis method with AMOS7.0 tool. As research results, all the hypotheses are accepted. University ads satisfaction was influenced to the perceived image and expected image, and finally to the university loyalty of the student. So, it is need to expand the university advertising coverage to the internal customer of enrolled students and his relatives.

• Journal of Information Technology Services
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• v.21 no.5
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• pp.51-64
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• 2022

Companies are planning and executing IT projects using information technology as a means to secure external competitiveness. However, IT projects have high risks and uncertainties due to the invisibility of outputs (systems, services, products), and changes in plans frequently occur during project execution. As a result, most IT projects are closed without achieving the target performance. This can lead to a waste of resources and money for the company, which in turn leads to the loss of opportunities to enter new markets. This study intends to analyze the effect of changes in the project plan on customer satisfaction, which is the project performance. Also, we want to find the importance of project planning so that the target performance of the IT project can be achieved. For the empirical analysis of this study, about 500 actual project data were collected. As for the analysis method, statistical analysis such as simple and multiple regression analysis and control effect was performed. Looking at the results of the analysis, it was found that the scope change affects the cost change and the schedule change. Also, changes in scope and cost were found to affect project performance. The theoretical performance of this study proved the theoretical fact that good project performance comes out if the IT project is executed as planned. The practical performance suggested the need for a change in project management by proving that thorough execution of the project planning stage can improve the project performance in the Korean project management culture, where the project planning stage is poorly performed for the rapid implementation of the IT project.

• Journal of the Korea Society of Computer and Information
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• v.21 no.3
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• pp.47-56
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• 2016

Recently many small and mid-sized hospitals are closing down or experiencing financial difficulties. As a result, in order to provide exceptional service that would increase their competitiveness, they implemented telemedicine service for the prescription of medicine necessary before a colonoscopy. This study is an analysis of how telemedicine service affects patient satisfaction. Through the focus group interview (FGI) of medical service providers, regarding telemedicine service and face-to-face service, it was appraised that telemedicine service was more effective than face-to-face service. Afterward, a second survey aimed at endoscopy patients was conducted in order to find out the value of telemedicine service. First, through the analysis of the three main factors of telemedicine service, conclusions were drawn(safety/reliability, convenience/rapidity, and economics). A follow-up analysis showed that convenience/rapidity had the greatest effect on telemedicine service satisfaction. Next the factors of the quality of medical service were analyzed and 3 main factors were deduced (the superiority of the external and internal environments/appropriateness, superiority of the medical team, telemedicine service). A follow-up analysis found that telemedicine service had the greatest effect on patient satisfaction. This study found that providing exceptional medical service that utilizes telemedicine service would improve patient satisfaction. Therefore, we would be able to form a strategic plan that would strengthen the competitiveness of small and mid-sized hospitals.

• Culinary science and hospitality research
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• v.17 no.2
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• pp.168-181
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• 2011

The purpose of this study is to establish an effective marketing strategy as the marketing management strategy by inquiring into the effect of service recovery justice on relationship benefit, relationship satisfaction and long-tenn relationship orientation in food service industry with food service customers. This study showed that the service recovery justice has a positive effect on the relationship benefit according to procedural, interactional and distributive justice, and the customer satisfaction is maximized through the relationship benefit, continuing the relationship as long-tenn friendship customers. That means that despite service companies' many efforts, including the establishment of a goal related to service, as their service failures happen frequently by various internal or external factors, active work is needed through the fair relationship benefit as the service recovery strategy to deal with these service failures positively and keep the customer satisfaction and long-tenn relationship orientation.

• Journal of Distribution Science
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• v.22 no.4
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• pp.11-22
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• 2024

Purpose: This research delves into the various factors that influence the performance of restaurant businesses on social commerce platforms in Bangkok, Thailand. The study considers both internal and external factors, including but not limited to business characteristics and location. Moreover, this research also analyzes the effects of employing multiple social commerce platforms on business efficiency and explores the underlying reasons for such effects. Research design, data, and methodology: Restaurants can be classified into different price ranges: low, medium, and high. To further investigate, we employed natural language processing AI to analyze online reviews and evaluate algorithm performance using machine learning techniques. We aimed to develop a model to gauge customer satisfaction with restaurants across different price categories effectively. Results: According to the research findings, several factors significantly impact restaurant groups in the low and mid-price ranges. Among these factors are population density and the number of seats at the restaurant. On the other hand, in the mid-and high-price ranges, the price levels of the food and drinks offered by the restaurant play a crucial role in determining customer satisfaction. Furthermore, the correlation between different social commerce platforms can significantly affect the business performance of high-price range restaurant groups. Finally, the level of online review sentiment has been found to influence customer decision-making across all restaurant types significantly. Conclusions: The study emphasizes that restaurants' characteristics based on their price level differ significantly, and social commerce platforms have the potential to affect one another. It is worth noting that the sentiment expressed in online reviews has a more significant impact on customer decision-making than any other factor, regardless of the type of restaurant in question.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2000.10a
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• pp.107-110
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• 2000

To survive in the e-Business environments, companies should be changed through the continuous innovation and adapt through the external innovation as well as existing internal limited innovation. Companies should strategically use the e-SCM composed of Internet-based digital technologies. So companies should reconstruct their business model along to these new changes and try to build relevant e-SCM based virtual company through the strategic use of e-SCM in the e-Business which is completely different from traditional commerce. The development to the virtual company can be the solution about the customer satisfaction through providing high quality products and services in order to cope with the individualized customer needs in the faster, more flexible and more cost-effective manner.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.34 no.3
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• pp.97-105
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• 2011

Previous researches have focused on the efficiency of project execution and the satisfaction of internal customers In view of the fact that a project is successful if any defects are not found in the short-term performance test of the project final outcome. To execute a project that both internal customer and external customer are satisfied in terms of longer-term benefit perspective, the project claim costs (PCC) which may occur for the warranty period of the project final outcome should be considered. We propose a model included PCC to the linear programming between time and cost to expedite a project and perform the validity test by applying the model to an example project. This model and related procedure will contribute to overall project activities' cost reduction by taking preventive actions for PCC.