• Journal of Korea Society of Digital Industry and Information Management
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• v.5 no.4
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• pp.231-247
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• 2009

With the growth of e-commerce banks make the best use of internet banking which can provide all sorts of financial services in cyber space and satisfy customers beyond traditional banking services which are cash reserve and loan based on retail. For survival of internet banking high quality of service should be provided to customers. For this, the attributes of service quality in internet banking should be identified first. The studies on scale of service quality in internet banking have been divided into two ways. While traditional way has focused on SERVQUAL, several researchers have developed scale of e-service quality. However, the dimension of e-service quality is applied from the traditional dimension of service quality. In this paper five dimensions of tangibles, reliability, responsiveness, assurance, and empathy based on SERVQUAL are used as scale of service quality in internet banking through reviewing previous studies. In addition, because service value is correlated to service quality, the dimensions of service quality can affect e-service value. The positive relationship among e-service value, customer satisfaction, and customer loyalty in online or offline service has been identified by previous studies. The purpose of this study is to identify the relationship among service quality, e-service value, customer satisfaction, and customer loyalty in internet banking. SPSS 12.0 is used to test validity and reliability of questionnaire items and correlation of variables and AMOS 4.0 is used to test the hypotheses. The results of this study show that the responsiveness, assurance, and empathy factors of service quality have a positive effect on service value and that the tangible and assurance factors have a positive effect on customer satisfaction. It also shows that e-service value affects positively customer satisfaction and loyalty. Customer satisfaction affects positively customer loyalty. Therefore, to enhance customer satisfaction and loyalty, service quality and value of internet banking should be improved through reinforcing customers' trust in internet service quality.

• Journal of Information Technology Applications and Management
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• v.11 no.4
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• pp.181-208
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• 2004

By the developing of Internet. the environments of the company have rapidly been changed. Especially. managers in the Internet shoppingmall have been try to provide excellent e-Services to their customers. e-Service i~ defined comprised of all interactive services that are delivered on the Internet uSing advanced telecommunications. information, and multimedia technologies. but according to study of e-Satisfy. com［2000］. customer service through internet is still neither effective nor efficient and poor service will impact on company's profit but excellent service can improve their value and quality of the service or product. In order to customer-oriented e-Services. this study suggested the QFD linked with e-Service quality model for the Internet shoppingmall service system. which can help determine design characteristics being relevant to customer's e-Service quality requirements. this hybrid model have two stages. In the first stage. we do measure service quality and find priorities of service quality attribute by purchase process. and in the second stage. on the basis of priority of e-Service quality attributes, we find design characteristics to maximize customer satisfaction. From this study, we provide internet shoppingmall managers with the implications for improvement of service quality, measuring quality of e-service, providing design characteristics for customer-oriented service quality.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.04a
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• pp.216-223
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• 2006

An Effect of Website quality on Service Value and Customer Satisfaction in the Internet Banking Internet Banking is very popular in Korea these days. More than 25million are using Internet Banking. This study is to find Quality Factors for Internet Banking Services and relationship among Internet Banking Service Value, Customer Satisfaction and Reuse. In this study we found that Service Value is prior to Customer Satisfaction. And also, Service Value and Customer Satisfaction affect customers reuse respectively. This study also found that 7 factors compose Internet Banking Service Quality. They are Convenience Security, Informal ion Providing, Communication, Design, System Correcteness. Convenience, Informal ion Providing, Communication and Design affect Internet Banking Service Value. System, Correcteness and Convenience affect Customer Satisfaction. So we learened that Internet Banking Customers discriminate Service Value from Satisfaction.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.27 no.3
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• pp.45-51
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• 2004

Recently, the severe competition in the internet shopping mall has forced firms to increase the customer satisfaction and to enhance service quality Despite the internet shopping mall's fast and superficial growth and extraordinary potential, study on (actors affecting service quality based on its characteristics is meager. Most researchers have studied on the service quality related with the internal shopping mall by just applying measurement items in internet environment. This paper tries to analyze whether the internet shopping mall can be reorganized by introducing factors of service quality specifically with reference to the internet showing mall. In addition, this study focuses on developing the method to measure the service quality more effectively. For this purpose, this study applies the Taguchi Method using quality loss function (QLF) which can be used to measure quality quantitatively. The proposed method provides the measurement of the internet shopping mall's service quality and offers to the practitioner a measurement tools suitable for service industry.

• Journal of Information Technology Applications and Management
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• v.16 no.3
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• pp.45-58
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• 2009

This paper is an empirical study especially to understand recent Chinese internet banking users' behavior and intentions through the process quality, outcome quality, customer satisfaction, reuse and word of mouth on internet banking service. The results of this study are as follows. First, percieved process quality of internet banking service affects the outcome quality, and both quality have a direct relation to customer satisfaction. It is found that Chinese internet users perceive a difference between process quality and outcome quality of internet banking service. And the reuse of the internet banking is decided by customer satisfaction as well as the word of mouth of the internet banking. For successful internet banking business in China, internet marketers should recognize that the service quality consists of the process quality and the outcome quality, and they should organize a new campaign that takes this information into consideration. And considering the process quality effect, they should pay attention to service process as well as the direct merit of services.. And if an internet banking service properly meets customer demands, internet users would constantly use internet services and would share good experiences with their neighbors. Therefore the result of our study will be of working-level help for financial company in China.

• Management & Information Systems Review
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• v.17
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• pp.315-333
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• 2005

The Internet has been identified as the worlds fastest growing marketplace with seemingly limitless opportunities for marketing products and services. Logistics service quality is considered an essential strategy for success and survival in today's internet environment. Logistics excellence has become a powerful source of competitive differentiation within diverse marketing offerings of internet firms. The quality of logistics service performance is a key marketing component that helps create customer satisfaction. As the business environment has changed, the operations based definition of logistics service have evolved. The objective of this study is to examine the logistics service quality in internet shopping mall and the impact of logistics service quality on customer satisfaction. The quality factors of logistics service in this study are consist of five quality factor. The survey result is drive from a man experienced in used internet shopping mall. The finding suggest that logistics service quality of five factor had a positive effort on customer satisfaction. Specifically, timeliness had the most consistent positive effort on customer satisfaction.

• Journal of the Korean Society of Costume
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• v.57 no.9
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• pp.149-160
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• 2007

The purpose of this study was to investigate effects of service qualities and consumption emotion on consumer satisfaction of internet fashion shopping malls. Data were obtained from 304 internet fashion shopping mall consumers who have bought fashion products or visited an internet fashion shopping mall. Questionnaires related to service quality, consumption emotion, consumer satisfaction. For analysis of data, exploratory factor analysis, confirmatory factor analysis, path analysis were applied. The results were as follows: 1. The service quality dimensions of internet fashion shopping malls were reliability, merchandise variability, web-design, communication and safety. The consumption emotion dimensions were classified as positive emotion and negative emotion. 2. The service quality of internet fashion shopping malls and the consumption emotion had an effect on consumer satisfaction of internet fashion shopping malls. The dimensions of communication, merchandise variability of the service quality in internet fashion shopping malls had an effect on positive emotion. Safety, reliability of the service quality had an effect on negative emotion. Both positive emotion and negative emotion of the consumption emotion dimensions had an effect on consumer satisfaction of internet fashion shopping malls.

• Journal of Korea Society of Digital Industry and Information Management
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• v.5 no.2
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• pp.185-197
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• 2009

The Purpose of this study was to investigate of university students' perceived Service Qualities on the internet fashion and apparel shopping malls. This survey was carried out with real customers. Data were obtained from 197 internet fashion shopping mall consumer(university students) who have bought fashion products. Questionnaires related to service quality, perceived service value and loyalty. This study was investigated with focused on customer of university students itself. To find relationships among variables, exploratory factor analysis and multiple regression was carried out with collected data. The resulted were as follows: 1. The service quality dimension of fashion internet shopping malls were external quality of web, reliability quality and emotional quality. 2. The all of service quality dimensions of internet fashion and apparel shopping malls had an effect on university students perceived value and loyalty.

• The Research Journal of the Costume Culture
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• v.10 no.3
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• pp.261-269
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• 2002

The purposes of this study were to investigate component of service quality and to determine significant factors on the service quality and buying intention of internet apparel shopping mall. The data were collected from 212 female adults using questionnaire. Using SPSS package, Cronbach's α, factor analysis, and multiple repression analysis were performed. The results could be summarized as follows. 1. The service quality of internet apparel shopping mall was perceived as reliability, advantage, responsibility, product assortment, tangibles, and rapidness. 2. For perceived risk, privacy risk, economic risk, delivery risk, size risk, and quality risk were investigated. The perceived risk except economic risk and web search ability had an effect on the service quality of internet apparel shopping mall. 3. The most of perceived risk, web search ability, and advantage of the service quality had an effect on the shopping intent of the internet apparel shopping mall. Based on the these results, marketing strategies were suggested.

• Journal of the Korean Operations Research and Management Science Society
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• v.29 no.2
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• pp.1-18
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• 2004

Due to the change to the digital environments, the offer of services on the on-tine differs from one on the on-line. This paper Identifies what functions internet business organizations should fulfill to provide on-line services of good qualify and analyzes whether these functions lead effectively to the expected performance of Internet business firms. The components of service orientation in the Internet business organizations appear to be the servant leadership, customer treatment from the Internet service encounter, Internet service failure prevention and recovery, Internet service standards communication, Internet service training, and internet service rewards. Therefore, these determinants should be incorporated in the practices, Procedures, end routines of Internet business organizations in order to create and provide excellent Internet services. Furthermore, it is demonstrated that Internet service orientation has a significant effect on satisfaction by employees and customers, the value and quality of Internet service, and the firm's performance. This implies that the service orientation is an Important factor In the on-line service organizations and that the internet business can be successful when the service orientation is diffused throughout the firm's organizations. It is also shown that the important factors, which connect Internet service orientation and its performance, are the service quality, value of Internet service and customer satisfaction. That is, the service orientation can ultimately lead to the corporate performance when customers are satisfied after confirming the value and quality of Internet service by visiting the web site.