• Title/Summary/Keyword: Intention to Re-Use

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A Study on the Reuse Intention and Profit Impact of Customer Satisfaction and Service Expansion by Internal Customers (내부 종사자에 의한 고객 만족 및 서비스 확대에 따른 재이용의도와 수익영향 연구)

  • Park, Youn-Ja
    • Journal of Korea Society of Industrial Information Systems
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    • v.25 no.6
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    • pp.125-141
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    • 2020
  • This study focuses on the impact of service expansion for tax service customers and the change in customer's re-use intention, according to the degree of psychological ownership of internal employees when expanding differentiated service areas and the reinforcement of profits according to the representative's tendency. The effects of emphasis, cost emphasis, and double emphasis (revenue and cost dual emphasis) were analyzed. As a result of the study, it was possible to see the changes in the customer's re-use intention according to the psychological ownership of internal workers and satisfying users' customer satisfaction. In addition, it is meaningful to enable the tax agent to pursue a change in the direction of future-oriented service provision, and a new research direction was suggested in terms of the professionalism, quality, and service expansion of the tax agent.

A Study on Factors to Affect Reuse Intention and Conversion Intention by Evaluation after Game Use - with Two FPS Games as a Main Consideration - (게임 이용 후 평가에 의한 재이용 의도 및 전환의도에 미치는 요인에 관한 연구 -2개의 FPS 게임을 중심으로-)

  • Lee, Ji-Hun
    • Journal of Korea Game Society
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    • v.9 no.6
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    • pp.69-77
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    • 2009
  • Game producers provide their products and service to users. But the need and desire of users change in many ways as time goes. But game Co. Ltd is difficult because of the capital and the technical identities for providing characteristic products and service etc. Specially, the FPS game which is popular among users is developed by game Co. Ltd as the maximum reflects desire of users, but is similarly developed in other companies FPS game by similar desire. This cannot accept from desire of a certain prospective customer furthermore, decrease of a loyalty customer and a new customer, and a company is difficult of market activity. Therefore, this research is to find of user's psychological needs by FPS game user after gaming on reusing intention and switching intention factors influencing. As the result, the intention of satisfaction and re-use for FPS game is 84.9%, the conversion intention to special force game is 9.6% and the conversion intention to the game of Sudden attack is 5.5%. It shows that desire of the user for certain games is changing.

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A Study on the Correlation between Quality of Service and Satisfaction in General Hospital (종합병원 외래환자의 만족도와 서비스 품질 간의 관계 연구)

  • Lee, Yun-Seok;Suh, Won-Sik
    • Journal of radiological science and technology
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    • v.42 no.6
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    • pp.497-505
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    • 2019
  • This study analyzed whether satisfaction to healthcare service quality that patients experienced in a general hospital affects recommendation on that hospital. As a result of the analysis, healthcare service quality partially affected patients' satisfaction. In addition, the satisfaction was partially positively correlated with the recommendation intention. This study has implications in that it revealed that satisfaction perceived by patients leads to recommendation intention and it suggested marketing plans necessary for hospital management performance.

The Effect of Communication of Service Employee on Customer Satisfaction, and Reuse Intention

  • SUNG, Yu-Lim;PARK, Hye-Yoon
    • The Journal of Economics, Marketing and Management
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    • v.9 no.2
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    • pp.21-31
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    • 2021
  • Purpose: This study aims to provide marketing implications for training and face-to-face service employee communication by analyzing how communication by Korean crews at foreign airlines affects passengers' perception and how this perception relates to airline service quality and customer satisfaction. Research design, data: The collection of questionnaires for the demonstration in this study has collected 300 questionnaires for about a month for Korean passengers who are aware of the presence of Korean crew on board aircraft. Results: The study analyzed the relationship between the communication ability, customer satisfaction, and reuse intention of foreign airlines. An empirical analysis of the relationship between quality of airline service, customer satisfaction, and intention of re-use can suggest the following implications based on the language and non-verbal communication capabilities of the Korean crew working for foreign airlines. Conclusions: We studied the impact of communication between Korean crews working for foreign airlines on the quality of airline service, customer satisfaction and reuse intention. The Korean crew should also work for overseas airlines and consider communication as important and expand their overall foreign language education and communication skills to have a positive impact on not only Korean passengers but also their own citizens.

Factors Influencing Customers to Use Digital Banking Application in Yogyakarta, Indonesia

  • MUFARIH, Muhammad;JAYADI, Riyanto;SUGANDI, Yovin
    • The Journal of Asian Finance, Economics and Business
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    • v.7 no.10
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    • pp.897-907
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    • 2020
  • The development of information technology and the demands of society on an application in an operating system, as well as increasing the specifications and sophistication of smartphones, require banks to make changes to their mobile banking applications. The transformation of the mobile banking application into a digital banking application conducted by banks has made users re-evaluate based on their preferences. This study presents the behavior of users of digital banking applications in Yogyakarta, Indonesia. The hypothesis model is based on Technology Acceptance Model (TAM) with additional factors of the social image, perceived risk and perceived trust adopted from Muñoz-Leiva et al. (2017). The methodology in this study includes data collection through questionnaires distributed online and data analysis using the Structural Equation Model. The results of this study illustrate that the perceived trust and perceived risk have a more dominant part in influencing user attitude and user intention to use digital banking. Meanwhile, social image, perceived ease-of-use and perceived usefulness are not significant in influencing user attitude and user intention to use digital banking. The implication of this research helps to determine the right communication and strategy so that more users with more benefits can utilize this digital banking application.

An Empirical Study on the Influencing Factors of Intention to Adoption of Mobile Government Service (모바일 전자정부 서비스 수용의도의 영향요인에 관한 연구)

  • Han, Kihun;Kim, Jinsoo
    • Asia pacific journal of information systems
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    • v.23 no.3
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    • pp.77-104
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    • 2013
  • Mobile technology is accelerating innovative changes across all fields of our society as well as business environments. Especially, demands on mobile government (M-government) services have been increased gradually since e-government has improved national administration services dramatically. However, high-quality services which are acceptable to may users are not actually supplied because technical issues such as security on mobile e-government services have not solved and governance policy was not established yet. Previous studies show that most researches are devoted to technical ones or limited to theoretical exploratory study. As a result, developing useful guidelines which are practically and theoretically proved is one of the very important research issues. This study reviews the previous research works such as concept of mobile, e-government, M-government, technical trends of mobile, market situations, present status, and various case studies. And then we develop a research model with five factors, twenty four variables and seventy six measurement for measuring the influencing factors to adoption of M-government services. The model is composed of total 16 hypotheses, 22 variables, and 76 measurements. The model is analyzed by using statistical package SPSS (18.0) and AMOS (18.0) together with structural equation method based on 294 samples. The results show that the model is valid and there are statistically significant influence between ease of use and usefulness, ease of use and user's satisfactions, usefulness and intent of re-use, and user's satisfactions and intent of re-use, excepting usefulness and user's satisfaction, ease of use and intent of re-use did not affect significant influences. Especially, service quality, system quality, and relationship quality are identified as influencing factors to adaption of M-government service. The results are expected to provide a theoretical research framework which generate new research issues in M-government service area. It also can provide an useful guidelines to practical experts in successfully implementing M-government services. Further research directions are as follows. User's intents have to be studied in details by classifying users by individual, enterprise, and government as well as developing a new hypothetical model. Since M-government service is at the initial stage, longitudinal studies have to be conducted to trace the peoples' need in order to develop new high-quality mobile services.

An Empirical Study on the Influencing Factors of IPTV Service Adoption (IPTV서비스 수용의 영향요인에 관한 실증적 연구)

  • Lee, Wang Rok
    • Journal of Korea Society of Digital Industry and Information Management
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    • v.5 no.4
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    • pp.199-211
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    • 2009
  • The purpose of this study is to elicit influential factors on accepting IPTV services and define the casual relationship between the factors, and "user satisfaction", "re-use intention", "stranger recommendation intention", in an attempt to provide useful guidelines to IPTV carriers, contents providers and equipment makers for their forming IPTV service models and marketing strategies. For this end, the theoretical background of this study has been brought from relevant literature, and theoretical study models have been established by logical reasoning of the interrelation among diverse components. Then, the established models have been analyzed by using statistical packages "SPSS(12.0), LISREL(8.72)". Finally theoretical and practical significance and future study direction have been suggested. To make sure of effective validity of IPTV service adoption models above, empirical studies should be made continuously. And then vertical and horizontal studies at a specific point would show ever-changing causal relationship, helping to promote financial outcome of relevant companies and organizations.

An Analysis of the Roles of Experience in Information System Continuance (정보시스템의 지속적 사용에서 경험의 역할에 대한 분석)

  • Lee, Woong-Kyu
    • Asia pacific journal of information systems
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    • v.21 no.4
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    • pp.45-62
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    • 2011
  • The notion of information systems (IS) continuance has recently emerged as one of the most important research issues in the field of IS. A great deal of research has been conducted thus far on the basis of theories adapted from various disciplines including consumer behaviors and social psychology, in addition to theories regarding information technology (IT) acceptance. This previous body of knowledge provides a robust research framework that can already account for the determination of IS continuance; however, this research points to other, thus-far-unelucidated determinant factors such as habit, which were not included in traditional IT acceptance frameworks, and also re-emphasizes the importance of emotion-related constructs such as satisfaction in addition to conscious intention with rational beliefs such as usefulness. Experiences should also be considered one of the most important factors determining the characteristics of information system (IS) continuance and the features distinct from those determining IS acceptance, because more experienced users may have more opportunities for IS use, which would allow them more frequent use than would be available to less experienced or non-experienced users. Interestingly, experience has dual features that may contradictorily influence IS use. On one hand, attitudes predicated on direct experience have been shown to predict behavior better than attitudes from indirect experience or without experience; as more information is available, direct experience may render IS use a more salient behavior, and may also make IS use more accessible via memory. Therefore, experience may serve to intensify the relationship between IS use and conscious intention with evaluations, On the other hand, experience may culminate in the formation of habits: greater experience may also imply more frequent performance of the behavior, which may lead to the formation of habits, Hence, like experience, users' activation of an IS may be more dependent on habit-that is, unconscious automatic use without deliberation regarding the IS-and less dependent on conscious intentions, Furthermore, experiences can provide basic information necessary for satisfaction with the use of a specific IS, thus spurring the formation of both conscious intentions and unconscious habits, Whereas IT adoption Is a one-time decision, IS continuance may be a series of users' decisions and evaluations based on satisfaction with IS use. Moreover. habits also cannot be formed without satisfaction, even when a behavior is carried out repeatedly. Thus, experiences also play a critical role in satisfaction, as satisfaction is the consequence of direct experiences of actual behaviors. In particular, emotional experiences such as enjoyment can become as influential on IS use as are utilitarian experiences such as usefulness; this is especially true in light of the modern increase in membership-based hedonic systems - including online games, web-based social network services (SNS), blogs, and portals-all of which attempt to provide users with self-fulfilling value. Therefore, in order to understand more clearly the role of experiences in IS continuance, analysis must be conducted under a research framework that includes intentions, habits, and satisfaction, as experience may not only have duration-based moderating effects on the relationship between both intention and habit and the activation of IS use, but may also have content-based positive effects on satisfaction. This is consistent with the basic assumptions regarding the determining factors in IS continuance as suggested by Oritz de Guinea and Markus: consciousness, emotion, and habit. The principal objective of this study was to explore and assess the effects of experiences in IS continuance, with special consideration given to conscious intentions and unconscious habits, as well as satisfaction. IN service of this goal, along with a review of the relevant literature regarding the effects of experiences and habit on continuous IS use, this study suggested a research model that represents the roles of experience: its moderating role in the relationships of IS continuance with both conscious intention and unconscious habit, and its antecedent role in the development of satisfaction. For the validation of this research model. Korean university student users of 'Cyworld', one of the most influential social network services in South Korea, were surveyed, and the data were analyzed via partial least square (PLS) analysis to assess the implications of this study. In result most hypotheses in our research model were statistically supported with the exception of one. Although one hypothesis was not supported, the study's findings provide us with some important implications. First the role of experience in IS continuance differs from its role in IS acceptance. Second, the use of IS was explained by the dynamic balance between habit and intention. Third, the importance of satisfaction was confirmed from the perspective of IS continuance with experience.

Impact of the Characteristics of Docent Mobile Apps on User Satisfaction and Intention to Re-use (박물관 도슨트 모바일앱의 특성이 사용자의 만족도와 재사용 의도에 미치는 영향)

  • Jung, Da-Wn;Ahn, Hyung Jun
    • The Journal of the Korea Contents Association
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    • v.16 no.1
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    • pp.329-341
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    • 2016
  • With the introduction of smart phones in the late 2000's, the audio guides of museums have been gradually replaced by the mobile apps of smart phones. Although many studies have been already conducted about the mobile apps in the fields of tourism or finance, it is hard to find empirical research on the mobile docent apps. This study aimed to investigate the influence of the various factors of mobile docent apps on user satisfaction and intention to reuse. For this goal, based on the review of literature and the Technology Acceptance Model (TAM), a research model was constructed that consists of information timeliness, information service quality, ubiquitous access, and interactivity, along with the variables of TAM such as perceived ease of use, and perceived usefulness. A survey was conducted at Rodin museum in the United States where all the information about exhibitions is provided over a smart docent app. 210 surveys were collected, and 204 valid ones were used for analysis. The analysis using structural equation modeling revealed that information timeliness, information service quality, and interactivity have significant influence on perceived ease of use; ubiquitous access and interactivity showed significant impact on perceived usefulness. The perceived ease of use and usefulness then had significant impact on satisfaction and intention to re-use.

A Study on the Effect of Affecting Factors of SNS on Learner's Attitude and Performance: Focused on University Class (SNS 활용 요인이 학습자의 태도와 성과에 미치는 영향 연구: 대학 수업을 중심으로)

  • Jun, Byoung-Ho
    • Journal of Digital Convergence
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    • v.15 no.5
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    • pp.27-36
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    • 2017
  • SNS has been emerged as an effective educational tool in college and many studies on various teaching models and methodologies have been made in order to utilize SNS in education. The purpose of this paper is to empirically investigate the effect of affecting factors of SNS on learner's attitude, intention to re-use and performance in converging college educational environment. Self-efficacy on media usage, educational expectancy, subjective norm, habit, and enjoyment were identified as affecting factors based on prior researches. An empirical analysis was attempted by survey targeting college students. The results of structural equation model using Smart PLS shows that educational expectancy, subjective norm, and enjoyment are significantly related to the learner's attitude on use of SNS in college education, but Self-efficacy on media usage and habit are not. Learner's attitude on SNS in college education was found to be significantly related to the intention to continuous use and performance. This study implicates that using SNS in university class makes learner's attitude positively and finally lead to good performance. The analysis results can provide a guideline of effective strategy for SNS utilization in college education.