• Journal of the Korea Safety Management & Science
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• v.3 no.1
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• pp.67-79
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• 2001

This study is based on Parasuraman, Zeithaml 8l Berry［19］`s SERVQUAL measure that develop for estimation of service quality, so this study proposes the present condition of customer service and improvement method on internet search engine. This study also develops a questionnaire for analyzing customer satisfaction considering the present condition of internet service. We're going to analyze the customer service quality that classified by search engines, service quality with university students who use usually internet.

• IE interfaces
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• v.14 no.2
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• pp.182-189
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• 2001

Recently the number of wireless internet service user is increasing rapidly but there are some areas in which service level has not reached the expected level yet. In this paper, we apply ACSI model to measure the current level of customer satisfaction. As a result of ML estimation, we observe that satisfaction increases as the level of perceived quality increases. However, this model does not provide flexibility of adjusting data characteristics that wireless internet service has, and it is not easy to find direct controllable feedback for better service. We propose a structural equation model that can overcome these problems and obtain that information transmission quality and proper fare policy can significantly improve the satisfaction level of wireless Internet users.

• Journal of Korea Society of Industrial Information Systems
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• v.12 no.3
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• pp.31-46
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• 2007

For continuous growth and diffusion of internet banking, it is important to investigate the factors that affect customer satisfaction. This study empirically examined the structural relationships among characteristics of internet banking, service quality, customer satisfaction and customer loyalty. Characteristics of internet banking include relative advantage, compatibility, complexity, and perceived risk which are user-dependent in nature. Service quality was classified as 5 dimensions of SERVQUAL. Using a sample of 162 internet banking users, we empirically examined the study model. The results of this study showed that characteristics of internet banking and service quality had a significant effect on customer satisfaction and satisfaction in turn, had a significant positive effect on customer loyalty. We also found that characteristics of internet banking and service quality had a significant effect on customer loyalty.

• 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.

• Fashion & Textile Research Journal
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• v.3 no.5
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• pp.395-402
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• 2001

The purpose of this study was to develop the service and product perceptions' dimensions for fashion retail sites and to identify the service and product perceptions' dimensions influencing consumers' satisfaction and purchasing behavioral intentions for fashion retail sites. A set of self-administered questionnaires were e-mailed to an internet Research Panel consisting of members who had purchased fashion products or visited fashion retail sites. 799 questionnaires were analysed using frequency, percentage, exploratory factor analysis. Cronbach's ${\alpha}$, stepwise regression analysis utilizing SPSS 10.0. The service perception dimensions of fashion retail sites had reliability, convenience, incentive, responsiveness and tangibility. Online fashion product perception dimensions were product variety and product value. Consumer satisfaction was influenced by reliability, product variety, product value, convenience, incentive and responsiveness. Consumer satisfaction had a direct impact on purchasing behavioral intentions of fashion retail sites.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2003.11a
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• pp.67-70
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• 2003

This paper analyzes the causal relationship between customer satisfaction and customer loyalty in Korean High-speed Internet market, where has achieved a rapid development in these days. According to the previous literatures, profitability results from customer loyalty influenced by customer satisfaction. So, we firstly define and analyze their relationships with the survey data from 737 subscribers, by using Factor Analysis and SEM(Structural Equation Model). Secondly, we find and select major cause variables to affect customer loyalty. Finally, we suggest some useful implications to marketers on the basis of the analysis results. As a result, customer loyalty depends on the degree of customer satisfaction on network quality and service quality in high-speed Internet service. Particularly the satisfaction level on network quality affects customer loyalty relatively stronger than one on service quality. Thus it is suggested that marketers invest in improving network quality rather than service quality to enhance customer loyalty.

• Management & Information Systems Review
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• v.37 no.4
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• pp.157-174
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• 2018

The purpose of this study is to examine service acceptance process of Internet-Only Bank centered on perceived usefulness, confirmation, service satisfaction, adoption intention. this study examine relation of perceived usefulness, confirmation, service satisfaction based on previous studies. And we examine the effect of Internet-Only Bank satisfaction on adoption intention. Also, we studied the relationship between perceived usefulness, confirmation, service satisfaction according to Internet-Only Bank services providers. The following are main results of this study. First, perceived usefulness, confirmation have significant effects on service satisfaction. Second, service satisfaction of Internet-Only Bank have a positive effect on adoption intention of Internet-Only Bank. Third, The relationship between perceived usefulness, confirmation and service satisfaction is differ depending on Internet-Only Bank services providers. Based on these findings, in this study examined the significant influence of Internet-Only Bank. Through this study, we propose to marketing practitioners the need for a splitted strategy based on Internet-Only Bank services providers.

• Journal of Korean Society for Quality Management
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• v.34 no.4
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• pp.65-77
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• 2006

This study try to find the service quality factors of internet-based lecture and in-class lecture on the university level. The service quality factors of internet-based lecture are information quality and system quality factors which affect education service value, and customer satisfaction. This affects the service performance. The service quality factors of in-class lecture are tangibility, reliability, responsibility, assurance and empathy factors also affect education service value and customer satisfaction. This leads to service performance. This result will be helpful to enhance the service quality of university level lectures.

• Proceedings of the Korea Society for Industrial Systems Conference
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• 2008.10b
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• pp.537-544
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• 2008

The purpose of this study is to find essential delivery service quality elements of internet shopping mall and to investigate the relationship among delivery service quality, satisfaction, trust, and loyalty in the area of internet shopping malls. To do so, theoretical literature review and empirical survey accomplished. The empirical results of this study are summarized as follows. Firstly, accuracy, quickness, safety, information providing, and institutional guarantee have a positive influence on satisfaction. Secondly, accuracy, quickness, information providing, and institutional guarantee have a positive influence on trust. Lastly, satisfaction has a positive influence on trust, and both of satisfaction and trust have a positive influence on loyalty in internet shopping malls. From the analyses of this study, we offer several implications both theoretical and practical perspective.

• The Journal of Society for e-Business Studies
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• v.16 no.3
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• pp.47-66
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• 2011

This study empirically investigates the antecedents and outcomes of choice satisfaction in the context of choosing and using the broadband Internet network services. Hypotheses are tested with regression models analyzing a survey data of 481 consumers of the broadband Internet network services in Korea. Our results show that choice satisfaction is affected by choice contexts while service satisfaction is not. Choice satisfaction is as important as service satisfaction for formation of switching intentions whereas it is less important for formation of recommendation intentions. Also, consumers characteristics are reported for those whose service satisfaction and choice satisfaction are not consistent. Choice satisfaction is a distinctive concept different from service satisfaction. Marketers can make consumers more satisfied not only managing delivery of services but also by managing their choice contexts. That will increase the loyalty of their consumers. This study finds unique determinants of choice satisfaction. Further studies are needed to clarify boundary conditions regarding the effects of choice contexts on choice satisfaction.