• 품질경영학회지
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• 제32권2호
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• pp.15-23
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• 2004

This study investigates the customer satisfaction based on the various levels of many factors such as age, sex, period, motive, preference between wired and mobile service, frequency, and time. Customer satisfaction is measured by 13 dimensions. MANOVA reveals that preference between wired and mobile commerce service, mobile service frequency, mobile e-mail service frequency, wired Internet usage frequency, and mobile Internet usage time have a significant effect on the overall satisfaction. Transmission speed, fare, and ease of operation of mobile Internet service turn out to be improved for better customer satisfaction, the IMT-2000 service in particular.

• 품질경영학회지
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• 제33권4호
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• pp.21-41
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• 2005

This study analyzes the Internet utilization pattern of customer by comprehensively investigating the previous studies on the behavior pattern of customer in terms of Internet business. Based on the analysis, this study develops research framework that supports strategic decision-making for resource allocation in Internet business. Such research framework would be helpful for providing the typology of Internet business model that can be specialized by each industry. As a result of the simulation analysis, it was found that the optimal resource allocation portfolio providing maximum profits to the Internet bookstore involves large-scale investment on delivery service and customer support service which are the key factors for post-purchase customer satisfaction, regardless of the growth pattern or size of Internet bookstore market. Consequently, from the above analysis, the investment ratio of resources for the profit maximization of Internet bookstore was drawn. Conclusively, based on the comprehensive examination of the results, this study provided a framework for dynamic resource allocation decision-making, and proposed a management strategy which allows consumers to shop under more favorable environment, and simultaneously enables the Internet bookstore to accomplish management objectives such as continuous growth and profit maximization.

• 한국전자통신학회논문지
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• 제6권1호
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• pp.55-60
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• 2011

스마트폰을 이용한 모바일 인터넷 전화 서비스의 사용이 급속도로 확산되고 있다. 기존의 전화망이나 이동 전화망을 통한 전화 서비스와는 달리 인터넷 전화는 서비스 품질이 보장될 수 없다는 문제점이 있고 특히 무선 환경을 통한 모바일 인터넷 전화 서비스의 경우 이 문제점은 더 심각해 질 수 있다. 따라서 모바일 인터넷 전화의 성공적인 정착과 활성화를 위해서는 보다 체계화된 철저한 품질 관리가 요구된다. 기존의 계측기를 이용한 측정 기반의 사후 품질 관리를 개선하기 위해서 본 논문에서는 서비스 이용자 단말에 설치되어 각종 품질 지표를 측정할 수 있는 소프트웨어를 개발하였다. 개발된 소프트웨어를 이용하면 모바일 음성 서비스의 품질을 상시적인 그리고 서비스 이용자의 능동적인 품질 측정이 가능하다는 장점이 있다.

• 산업기술연구
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• 제24권B호
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• pp.149-156
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• 2004

Quality services such as the integrated service and the differentiated service have been expected to be supported by public Internet as multimedia applications proliferate. Despite a lot of techniques for quality services have been devised, the prospect for the deployment of these techniques is not clear yet. In this research feasibility of real world quality service is investigated based on former experiments and recent trends in Internet applications. User network-based quality services are considered as the most feasible and economic short-term solution, which are also flexible in nature. Milestones and key technologies for some specific public network-based quality services are also described.

• International Journal of Internet, Broadcasting and Communication
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• 제16권1호
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• pp.226-232
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• 2024

This study attempted to demonstrate the role of perceived value and trust in the relationship between mobile banking service quality and use satisfaction. A survey was conducted on customers of Mongolian banks, and an analysis was conducted based on the collected data With the development of the fintech industry, the Internet-based mobile banking market is striving to provide convenient services to consumers. The result led to the introduction of an online-oriented Internet bank that can operate 24 hours a day regardless of time and space. The characteristic of operating only with the Internet has a positive aspect of providing services quickly and conveniently, but at the same time, including concerns about security and personal information leakage. This can make you hesitate to use the service. Therefore, we attempted to find out how the quality of mobile banking service affects the perceived value and satisfaction of using trust. A survey was conducted to verify the contents of the research model and hypothesis. This is to secure data to be used for empirical analysis of research hypotheses. The survey was conducted with 124 consumers in Ulaanbaatar, the capital of Mongolia. Based on the analysis results, we understood the satisfaction of consumers using mobile banking and suggested ways for consumers to improve their actual satisfaction using mobile banking. Specifically, service quality sensitivity, security, convenience, and design had a positive effect on perceived value or trust, ultimately leading to consumer satisfaction.

• The Journal of Asian Finance, Economics and Business
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• 제8권4호
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• pp.465-473
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• 2021

This research is motivated by the concept of online banking or Internet banking where consumers aren't required to visit a bank branch to complete most of their basic banking transactions. They can do all of this at their own convenience, wherever they want. This research aims to find out the role of e-satisfaction in mediating the influence of e-service quality on the e-loyalty of the customer of a private bank in Indonesia. The method of data collection in this research is by using probability sampling with the simple purposive sampling technique. Data that is collected from 205 respondents is the data that meet the criteria, which are the respondent needs to be a bank customer and must have an Internet banking account. The analysis method that is used is regression analysis through the SEM method with the aid of SmartPLS 3.0 software to test the significance of e-satisfaction role in mediating the relationship between e-service quality and e-loyalty. The research result shows that e-service quality has a significant positive influence on e-satisfaction; e-satisfaction has a significant positive influence on e-loyalty, e-service has a significant positive influence on e-loyalty, and e-satisfaction significantly mediate the influence of e-service quality towards e-loyalty.

• 경영과학
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• 제26권3호
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• pp.67-78
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• 2009

In this paper, I analyze the mobile broadband services market characterized by vertical and horizontal differentiation. Vertical differentiation as service quality differentiation is based on the transmission speed of mobile internet service and horizontal differentiation as spatial differentiation is based on the service coverage. Theoretical explanations for the competitive price policy have been developed in the game context of WiBro which represent the high quality within the limited service coverage and HSDPA which represent relatively low quality with nation-wide service. When the WiBro has a mobile broadband service quality advantage and the difference in quality is sufficiently low, the price of WiBro with limited service coverage is relatively lower than that of HSDPA. This occurs because the advantage of WiBro's vertical service differentiation is offset by the disadvantage of horizontal differentiation. The difference in the quality of mobile internet service, however, is not too high, the price of WiBro is relatively higher than that of HSDPA. Moreover, when the service quality of WiBro is sufficiently high, the low quality HSDPA service faces no demand.

• 한국산업정보학회논문지
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• 제12권3호
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• pp.31-46
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• 2007

인터넷뱅킹의 지속적인 성장과 확산을 위해 고객만족에 영향을 미치는 요인들을 분석하는 연구는 매우 중요하다. 본 연구는 인터넷뱅킹의 속성, 서비스품질, 고객만족 및 고객충성도의 관계를 구조적으로 파악하고자 하는 데에 그 목적이 있다. 인터넷뱅킹의 속성으로는 사용자 종속적인 특성인 상대적 이점, 적합성, 복잡성과 지각된 위험을 주요 요인으로 설정하고, 인터넷뱅킹의 서비스품질은 SERVQUAL의 5가지 차원으로 분류하여 인터넷뱅킹 사용자 162명을 대상으로 실증 분석하였다. 분석결과, 사용자가 지각하는 인터넷뱅킹 속성과 인터넷뱅킹 서비스품질은 사용자의 만족도에 통계적으로 유의한 영향을 미치는 것으로 나타났으며, 인터넷뱅킹 사용자의 만족수준이 높을수록 인터넷뱅킹 사용자의 충성도가 높은 것으로 나타났다. 인터넷뱅킹 속성과 인터넷뱅킹 서비스품질 요인 또한 고객 충성도에 유의적인 영향을 미치는 것을 확인하였다.

• 한국전자거래학회지
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• 제6권3호
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• pp.127-148
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• 2001

As the Internet service is expanding rapidly, portal sites, a gateway tn the net, are attracting increasing attention these days. As the Internet service has expanded rapidly, so has the interest for portal sites,, which serve as a gateway to the net. Despite the tendency, however, research on a measure by which to evaluate the quality of portal sites or development of such measures has not been fully pursued. As online services, faced with profitability, are considering 'charge per view', the development of a set of quality evaluation measures for portal services will prove to become a valuable instrument in constructing competitive strategies that are vital for survival and growth of a firm. In that regard, this study aims to develop a set of evaluation measures for Internet portal sites by empirically investigating the most common offline measures for quality of services, SERVQUAL, retail SERVQUAL and other evaluation measures for IT-related online services. Moreover, the study offers the strategic implications of the defined measures.

• Journal of Information Technology Applications and Management
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• 제12권3호
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• pp.129-150
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• 2005

Due to the advance of the Internet, the electronic commerce is getting more widely used, and customer's demand for the e-Commerce service quality is rapidly increasing. On the other hand, e-Commerce companies required the Internet services whose quality is provided more reliable service to their customers. Therefore, it is very important to provide both e-Commerce companies and customers with the measurement and service quality in real-life network environment. But the research on the service quality measurement method for electronic commerce systems has been limited because ISP and e-Commerce providers seldom disclose detailed service measures such as, where and how much service delay incurred. In this paper, we construct sample e-Commerce systems and try to measure the service quality of the systems in real network environment. We have analyzed the delay zones and causes using a measurement tool. We must reflect the improvement method against delay causes. Accordingly, the customers can be experiences the better service quality. We hope that this research will be the groundwork for future research on the service quality of various types of e-Commerce systems and online services.