• 인터넷정보학회논문지
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• 제18권6호
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• pp.93-100
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• 2017

다매체, 다채널 시대, 기존의 방송망이 아닌 인터넷 망을 통해 디지털 디바이스를 이용한 동영상 시청이 새로운 방송 시청 행태로 급부상 하고 있다. 이러한 시청 행태 변화의 주요 서비스로 OTT 서비스가 주목 받고 있다. OTT 서비스란 인터넷 연결이 가능한 곳이면 끊어짐 없이(seamless) 자신이 원하는 콘텐츠를 원하는 시간에 다양한 단말기(any time, any device, any contents)로 이용 할 수 있는 동영상 서비스를 말한다. 본 연구는 OTT 서비스의 확산에 발맞춰 OTT 서비스의 만족도에 영향을 미치는 요인을 기술 수용 모델이론을 적용하여 탐색하고자 하였다. OTT 서비스 초기 이용자 303명의 설문조사를 통해 분석한 결과, 사회적 압력, 인지된 대중성, 인지된 비용, 이용자 평판, 개인의 혁신성, 심미성 등이 인지된 유용성, 인지된 용이성, 인지된 유희성에 부분적으로 영향을 미치고 있는 것으로 나타났다. 또한 유용성, 용이성, 유희성은 각각 만족도에 긍정적인 영향을 미쳤다. 이러한 결과를 바탕으로 이론적, 실무적 함의를 논의하고 향후 연구 과제를 제언하였다.

• 한국의류학회지
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• 제27권8호
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• pp.913-923
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• 2003

This study divides consumers into groups according to the TRI(technology readiness index) in order to (md out the characteristics of each consumer group, and attempts to examine how the frequency of shopping and the TRI affect service quality of and satisfaction at the internet apparel shopping sites. An on-line survey was made to collect data, and the replies from 785 people, who had an experience of apparel shopping apparel on line, were used in the analysis. The research results are as follows: 1. The four factors of optimism, innovativeness, discomfort, and insecurity were identified from the TRI factor analysis, and the total variance was 58.88%. 2. The male group showed the higher TRI than the female group. Especially the factor of innovativeness was higher in the male group, indicating the male group's activeness in the use of technology. 3. Consumers were classified into five types in terms of the TRI: explorers, pioneers, skeptics, paranoids, and laggards. 4. Service quality had the greatest influence on consumers’satisfaction with the apparel shopping sites, and the frequency of purchase, optimism, and discomfort ranked next to service quality.

• 지식경영연구
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• 제16권1호
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• pp.71-93
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• 2015

With the rapid growth of the internet, electronic commerce has become accepted as one of the major purchasing channels for consumers. As more and more consumers search for and purchase products through the internet, intra-industry competition of electronic commerce has become fierce. Therefore, electronic commerce service providers pay attention to factors that prevent existing customers from leaving there services in the service failure situation. In this regard, electronic commerce service providers should make service recovery efforts for consumer recovery satisfaction after service failure. In this study, we suggest that procedural justice, interactional justice, distributive justice and authenticity have positive impacts on recovery satisfaction. In addition, we also propose that involvement plays moderating roles in the relationships between procedural justice, interactional justice, distributive justice, authenticity and recovery satisfaction. We collected empirical data for this study over a period of two weeks from subjects who had service failure recovery experiences through electronic commerce. A total of 224 complete and valid responses were obtained. We carried out data analysis using a two-step methodology with SPSS 20.0 and SmartPLS 2.0. The first step in the data analysis was to establish the internal consistency, convergent validity, discriminant validity of the constructs. In the second step, we examined the structural model. The empirical results support the proposed model and partly identify the moderating effect of involvement differences. The moderate effect results show that procedural justice, distributive justice and authenticity have different impacts on recovery satisfaction in two groups. Cognitive factor such as the procedural justice and distributive justice have stronger impacts on recovery satisfaction in the high-involvement goods than in the low-involvement goods, while emotional factor such as authenticity has a stronger impact on recovery satisfaction in the low-involvement goods than in the high-involvement goods. We expect that this result will provide researchers and managers who are interested in electronic commerce service failure recovery with useful theoretical and practical implications.

• 한국의류산업학회지
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• 제12권1호
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• pp.38-45
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• 2010

Cosmetics retailers would benefit from studies that examine which shopping-mall attributes can be manipulated to favorably affect consumer satisfaction and revisit intention at Internet. The purposes of this study were (1) to examine the dimensionality of shopping-mall attribute for cosmetics retailers, (2) to determine which dimensions of shopping-mall attribute were significant predictors of consumer satisfaction and revisit intention and (3) to find out the moderating effect of consumer satisfaction through shopping-mall attributes on revisit intention to buy cosmetics across the types of shopping-mall at Internet (i.e., total mall and specialty mall). Data were collected from 209 online cosmetic shoppers among high school girls. Factor analysis identified five dimensions of shopping-mall attributes at Internet, such as Convenience, Price, Loading speed, Sales promotion, and Service. Only two dimensions(i.e., convenience and service) were significant predictors of online shopper satisfaction in both total mall and specialty mall. The moderating effect of consumer satisfaction on revisit intention was significant in both two mall types at Internet. For total mall, price was a significant predictor through consumer satisfaction on revisit intention, while loading speed was a significant predictor directly on revisit intention for specialty mall. In light of the major findings, this study sets forth strategic implications for consumer satisfaction and revisit intention to buy cosmetics in the setting of electronic commerce.

• 통상정보연구
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• 제8권1호
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• pp.33-50
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• 2006

This research develops, and empirically test a model for explaining/predicting the Determinants and Satisfaction of Portal Cite in Internet Initiation Page. Also this paper describes a theoretical model for investigating the service quality satisfaction in the Internet Initiation Page. This research is the first to empirical test the causal relationships in determinants of Portal Cite. The model of the satisfaction for Portal Cite are tested here using data from 224 samples. Based on the research model, a comprehensive set of hypotheses is formulated and a methodology for testing them is outlined. some of the hypotheses are tested empirically to demonstrate the applicability of the theoretical model. In examining the relationships of the determinants factors, satisfaction show in significantly by Convenience, Information Provided, Entertainments, Interaction but that show in not significantly by the Trustworthiness, In addition, Portal Cite in Internet Initiation Page shows indirect effect between customer satisfaction and referral.

• 한국경영과학회:학술대회논문집
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• 대한산업공학회/한국경영과학회 2004년도 춘계공동학술대회 논문집
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• pp.331-334
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• 2004

There are many researches investigating a causal relationship among service performance level, customer satisfaction, and customer loyalty. It is believed that a high service performance level increases customer satisfaction, which again has a significant effect on customer loyalty and profitability. The premise in this work is that the effect of customer satisfaction on customer loyalty may be time-lagged. This paper aims to model a causal relationship among service performance level, customer satisfaction, and customer loyalty with such a time-lag consideration. This study is conducted on the very high-speed digital subscriber lines service, which is a highly advanced high-speed internet service, and the results also be discussed.

• 디지털산업정보학회논문지
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• 제15권4호
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• pp.187-195
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• 2019

The purpose of this study is to analyze the adoption of Kakao Bank in terms of benefits (functional, social, experiential, economic benefits) and differentiated services (customization and service diversity) considering service types. Benefits are personal value consumers attach to the product or service attributes and, therefore, more important than attributes of service itself when using Kakao Bank in the internet based environment. Data was collected using an online and offline survey of 131 Kakao Bank users and analyzed the data using structural equation model (SEM). The results of empirical analysis using SmartPLS show that functional benefit, experiential benefit, and customization are significantly related to the user's satisfaction, but economic benefits, social benefit, and service variety are not. Customer's satisfaction are also showed significantly to be related to the all types of Kakao Bank usage(balance check, transfer, and other services). This study has the significance in that it examines the user's satisfaction and usage of Kakao Bank in terms of benefits and differentiated services while other studies analyzed banking services focusing on the attributes of banking channel itself.

• KSII Transactions on Internet and Information Systems (TIIS)
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• 제16권9호
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• pp.2867-2881
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• 2022

This study investigates fashion Artificial Intelligence (AI) curation services to expand sustainable consumption. We analyzed the factors that affect the AI fashion curation service experience of women in their 20s and 30s using their clothes. An online survey was conducted from March 29, 2021, to June 4, 2021, for women of the previously mentioned age groups residing in the metropolitan area. Before answering the questionnaire, they installed the "Style Bot" application on their phone, took five or more photos of their clothes according to the manual provided by the application, stored them in a virtual wardrobe on the application, and then responded to the questionnaire using the AI recommended coordinating function. The effect of the properties of fashion AI curation service application on the use of clothes was investigated. Among the attributes of the fashion AI curation service application, convenience, speed, and usefulness were found to have a positive effect on the use of clothes, and promptness had no effect. Second, regarding the impact of clothing utilization on environmental sustainability, clothing utilization was found to have a positive effect on environmental sustainability. Third, environmental sustainability was found to have a positive effect on satisfaction. Fourth, clothing utilization had a positive effect on satisfaction. Thus, fashion AI curation service would help promote service development so that clothes could be used actively through an in-depth understanding of the properties of these services. Finally, the results of this study would contribute to promoting environmental sustainability.

• 경영과정보연구
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• 제25권
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• pp.339-370
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• 2008

As the Internet environment develops, Internet has already been being established as important tool of business marketing and branding. In particular, a brand community where customers interact with other customers who have the same interest in brand provides a variety of benefits to customers as well as companies. The brand community makes it possible for company to build, and retain relationships with customers, and capture new market opportunities. Therefore, this study examines the relationship among service quality of brand community, customer value, customer satisfaction, customer trust, and brand community loyalty in online brand communities. The results of empirical analysis can be summarized by the following: First, service quality of brand community had a significant direct effect on customer value. Second, service quality of brand community had a significant direct effect on customer satisfaction. It had also a positive, significant indirect effect on customer satisfaction through customer value and customer trust. Third, service quality of brand community had a significant indirect effect on brand community loyalty through customer satisfaction, customer value, and customer trust. Therefore, These finding will spawn both academic and practitioner interest in brand community and serve as a foundation for further research in this important area.

• 한국경영과학회지
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• 제35권3호
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• pp.1-24
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• 2010

As the Internet is explosively growing and the market is rapidly globalized, many entrepreneurs have been given an impetus to take on the function of the intermediation between providers and customers. Organizations performing the mediating roles in the cyberspace are termed 'cybermediary' and often called 'Openmarket' as a kind of transactional cybermediary in Korea. Despite sustainable growth of Openmarket, customer complaints and damages are increasing because of absence of recovery standards after a service failure. Therefore, it is important that a service provider converts dissatisfied customers to advocates for the growth of the Openmarket. This study aims to examine the role of recovery of the service failures for the Openmarket by proposing a relationship between complaint handling and continuance based on the equity theory. From the empirical results, we found that interactional equity had significant effects on both overall service satisfaction and recovery satisfaction, while procedural equity significantly influenced only recovery satisfaction. Recovery satisfaction also had an impact on overall service satisfaction and each satisfaction factor was positively related to continuance intention.