• 제목/요약/키워드: Intention to Re-Use

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

  • 박연자
    • 한국산업정보학회논문지
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    • 제25권6호
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    • pp.125-141
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    • 2020
  • 본 연구는 세무서비스 고객을 대상으로 서비스 확대에 미치는 영향 및 차별화된 서비스영역 확대시 내부종사자의 심리적 주인의식 (Psychological ownership)의 정도에 따른 고객의 재이용의도의 변화와 대표자의 성향에 따른 수익강조, 비용강조, 이중강조(Revenue and cost dual emphasis)의 영향에 대한 분석을 하였다. 연구결과, 이용자들의 고객만족도를 충족시키고 내부종사자의 심리적 주인의식에 따른 계속적인 고객의 재이용의도의 변화를 볼 수 있었다. 또한, 세무대리인이 미래지향적 서비스 제공의 방향 전환을 추구할 수 있도록 하는데 의의가 있으며, 세무대리인의 전문성, 품질, 서비스확대 측면에서 새로운 연구 방향을 제시하였다.

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

  • 이지훈
    • 한국게임학회 논문지
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    • 제9권6호
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    • pp.69-77
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    • 2009
  • 게임사들은 제품 및 서비스 등을 수요자들에게 제공하지만 수요자의 욕구와 필요는 시대를 거듭하면서 다양하게 변하고 있다. 하지만 게임사들은 자본과 기술의 동일성 때문에 독특한 제품 및 서비스 등을 제공하기가 어렵다. 특히 유저들에게 인기 있는 FPS 게임은 유저들의 욕구를 최대한 반영하여 게임 개발에 임하지만 비슷한 욕구로 인해 타사 FPS 게임과 비슷한 게임으로 계속 개발되고 있다. 이는 특정 수요자의 욕구를 수용하지 못하고, 더 나아가 충성도가 높은 고객 감소 및 신규고객 미확보 등으로 시장 활동의 어려움에 빠질 수 있다. 따라서 본 연구에서는 FPS게임 이용자들이 게임이용 후 재이용 의도 및 전환의도에 미치는 요인들을 찾아내어 이용자의 심리적 욕구를 찾아내고자 한다. 그 결과 현재 이용하는 FPS 게임에 대해 만족 및 재이용 의도는 84.9%로 나타났고, 스페셜 포스 게임으로 전환의도는 9.6%로 서든어택 게임으로 전환의도는 5.5%로 나타났다. 이는 특정 게임 이용자들의 욕구가 변화하고 있음을 보여주고 있다.

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

  • 이윤석;서원식
    • 대한방사선기술학회지:방사선기술과학
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    • 제42권6호
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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
    • 융합경영연구
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    • 제9권2호
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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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    • 제7권10호
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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.

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

  • 한기훈;김진수
    • Asia pacific journal of information systems
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    • 제23권3호
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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.

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

  • 이왕록
    • 디지털산업정보학회논문지
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    • 제5권4호
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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.

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

  • 이웅규
    • Asia pacific journal of information systems
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    • 제21권4호
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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.

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

  • 정다운;안형준
    • 한국콘텐츠학회논문지
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    • 제16권1호
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    • pp.329-341
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    • 2016
  • 2000년대 후반 스마트폰의 출시 이후 박물관의 휴대용 오디오 해설장치는 스마트폰의 도슨트 모바일앱으로 바뀌기 시작하였다. 지금까지 관광, 금융 등의 분야에서는 모바일앱 적용에 대한 연구가 활발하게 이루어져 왔으나, 박물관의 도슨트 모바일앱에 대한 실증적 연구 찾아보기 힘들다. 본 연구는 스마트폰의 도슨트 모바일앱의 여러 가지 특성이 사용자의 만족도와 재사용 의도에 미치는 영향을 분석하고자 하였다. 이를 위해 관련 연구 및 기술수용성모형(TAM: Technology Acceptance Model)에 바탕을 두고, 박물관의 도슨트 모바일앱의 정보 적시성, 정보 서비스 정확성, 편재 접속성, 상호 작용성 등 4가지 특성과, TAM 모형의 핵심 요소인 지각된 유용성, 지각된 용이성 등을 활용하여 연구 모형을 수립하였다. 조사는 모든 전시품에 대한 정보를 무료로 도슨트 모바일앱을 통해 제공하는 미국의 로댕박물관을 대상으로 하였고, 해당 도슨트 모바일앱을 이용한 경험이 있는 관람객에게 210부의 설문지를 배포하여 그 중 유효한 204부의 표본을 분석에 활용하였다. 구조방정식 모형을 통한 분석 결과 정보의 적시성, 정보서비스 정확성, 상호작용성이 지각된 유용성에, 편재 접속성, 상호 작용성이 지각된 용이성에 영향을 끼치는 것으로 나타났다. 지각된 유용성과 지각된 용이성은 관람객의 만족도에, 만족도는 다시 재사용 의도에 긍정적 영향을 미치는 것으로 나타났다.

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

  • 전병호
    • 디지털융복합연구
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    • 제15권5호
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    • pp.27-36
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    • 2017
  • SNS는 의사소통의 도구 뿐 아니라 대학 교육에까지 스며들고 있으며, SNS의 효과적인 활용을 위해 다양한 교수학습 모형과 방법에 대한 시도가 이뤄지고 있다. 이러한 맥락에서 본 연구는 대학 수업에서의 SNS 활용이 학습자의 태도, 지속적 이용 의도 및 성과에 미치는 영향을 실증적으로 분석하고자 하는 것이다. 기존 연구를 토대로 매체활용 효능감, 교육적 기대가치, 주관적 규범, 습관, 즐거움을 학습자의 SNS 활용 요인으로 도출하였다. 수도권 대학생을 대상으로 한 설문조사를 통해 실증분석을 실시하였다. Smart PLS를 이용한 구조방정식 분석 결과에 따르면 교육적 기대가치, 주관적 규범, 즐거움은 SNS 활용에 대한 학습자의 태도에 유의한 영향을 미치는 것으로 나타났지만 매체활용 효능감과 습관은 그렇지 않은 것으로 나타났다. 학습자의 태도는 향후 지속적인 이용 의도와 학습 성과에 유의한 영향을 미치는 것으로 나타났다. 대학 수업에서의 SNS의 활용은 학습자의 긍정적 태도를 야기하고 나아가 성적에도 영향을 미친다는 사실을 확인할 수 있었다. 본 연구의 결과를 통해 대학 교육 환경에서 SNS 활용에 대한 지침을 제공해 줄 수 있을 것으로 기대된다.