• Journal of the Korean Society of Environmental Restoration Technology
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• v.23 no.2
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• pp.17-31
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• 2020

In the field of environmental landscape architecture, the internet medium is used as an effective communication tool not only in the private level but also in the policy level. Recently, the active utilization of mobile web service is emphasized as the time changes, but there is not much improvement or advance in services due to lack of relevant studies. Therefore, this study is intended to provide basic data needed for improvement and advance by researching the quality of mobile web service among multichannel services provided in environmental landscape architecture related internet media. The model for measuring service quality is SERVQUAL, which was verified in the study of Choi(2015), Choi and Koo(2016), and the final valid samples are total 230. First, the subjects were analyzed as the representative media that are possible to acquire comprehensive knowledge related to environmental landscape architecture. Second, the highest importance level in each subsection was 'protection and security maintenance of customer information' followed by 'Reliability about accurate information supply'. Regarding performance level, 'Reliability about accurate information supply' and 'professional knowledge to communicate with users' are highly evaluated. Third, regarding Importance-Performance Analysis(IPA), the first priority management should is 'Tangibles', and the next are 'Responsibility' and 'Empathy'. The ones for maintenance of the status quo are 'Reliability' and 'Assurance', and there is none for effort reduction. Meanwhile, regarding the importance of each factor and difference in the quality of PC web service and mobile web service studied before, the biggest difference is in 'Tangibles', followed by 'Assurance', 'Empathy', 'Responsibility' and 'Reliability'. It is suggested that the revitalization of Landscape information science(LB1106) presented in the National Science&Technology Standard Classification System is needed. In the future, it is necessary to research the change trend on users' response through continuous evaluation of improved mobile web service.

• Journal of Scientific & Technological Knowledge Infrastructure
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• s.4
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• pp.80-93
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• 2001

본 고에서는 멀티미디어 서비스를 위한 인터넷 QoS(Quality of Service) 기술요소를 살펴보았다. 즉 Intserv/RSVP 기반의 플로우 단위의 품질보장기술, Diffserv에 의한 CoS(class of service) 기술, SBM과 같은 대역폭관리기술 등을 살펴보고 이들 요소기술이 조합된 예를 살펴보았다. 또한 차세대 인터넷에서의 SLS(Service Level Specification)를 고찰했다.

• Asia pacific journal of information systems
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• v.22 no.4
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• pp.75-99
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• 2012

Innovation can come from inside or outside organizations. Recently, organizations have begun turning to external knowledge more often, through various forms of collective intelligence (CI) as collaborative platform to solve complex problems. Several factors facilitate this CI utilization phenomenon. First, with the rapid development of Internet and social media, numerous web applications have become available to millions of the Internet users over the past few decades. Web 2.0 and social media have become innovative web applications that provide an environment for human social interaction and collaboration. Second, the diffusion of simple and easy-to-use technologies that enable users to interact and design web applications without programming skills have led to vast, previously unknown amounts of user-generated content. Finally, the Internet has enabled communities to connect and collaborate, creating a virtual world of CI. In this study, web enabled CI is defined as a composed ability of individuals who are acting as a single cognitive unit to achieve common goals, think reasonably, solve problems, make decisions, carry out complex tasks, and develop creative ideas collectively through participation and collaboration on the web. Although CI plays a critical role in organizational innovation and collaboration, the dubious quality of CI is still problem that is difficult to solve. In general, the quality level of content collected from the crowd is lower than that from professionals. Thus, it is important to identify determinants of CI quality and to analyze the relationship between CI quality and its usefulness. However, there is a lack of empirical study on the quality factors of web-enabled CI. There exist a variety of web enabled CI sites such as Threadless, iStockphoto or InnoCentive, Wikipedia, and Youtube. One of the most successful forms of web-enabled CI is the Wikipedia online encyclopedia, accessible all over the world. Another one example is Naver KnowledgeiN, a typical and popular CI site offering question and answer (Q&A) services. It is necessary to study whether or not different types of CI have a different effect on CI quality and its usefulness. Thus, the purpose of this paper is to answer to following research questions: ${\bullet}$ What determinants are important to CI quality? ${\bullet}$ What is the relationship between CI quality factors and the usefulness of web-enabled CI? ${\bullet}$ Does CI type have a moderating effect on the relationship between CI quality, its determinants, and CI usefulness? Online survey using Google Docs with email and Kakao Talk was conducted for collecting data from Wikipedia and Naver KnowledgeiN users. A totoal of 490 valid responses were collected, where users of Wikipedia were 220 while users of Naver KnowledgeiN were 270. Expertise of contributors, community size, and diversity of contributors were identified as core determinants of perceived CI quality. Perceived CI quality has significantly influenced perceived CI usefulness from a user's perspective. For improving CI quality, it is believed that organizations should ensure proper crowd size, facilitate CI contributors' diversity and attract as many expert contributors as possible. Hypotheses that CI type plays a role of moderator were partially supported. First, the relationship between expertise of contributors and perceived CI quality was different according to CI type. The expertise of contributors played a more important role in CI quality in the case of Q&A services such as Knowledge iN compared to wiki services such as Wikipedia. This implies that Q&A service requires more expertise and experiences in particular areas rather than the case of Wiki service to improve service quality. Second, the relationship between community size and perceived CI quality was different according to CI type. The community size has a greater effect on CI quality in case of Wiki service than that of Q&A service. The number of contributors in Wikipeda is important because Wiki is an encyclopedia service which is edited and revised repeatedly from many contributors while the answer given in Naver Knowledge iN can not be corrected by others. Finally, CI quality has a greater effect on its usefulness in case of Wiki service rather than Q&A service. In this paper, we suggested implications for practitioners and theorists. Organizations offering services based on collective intelligence try to improve expertise of contributeros, to increase the number of contributors, and to facilitate participation of various contributors.

• International Journal of Quality Innovation
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• v.4 no.1
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• pp.116-130
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• 2003

The gap-based SERVQUAL model is a popular service quality determinant due to its superior diagnostic capacity over alternative explanatory frameworks. However, some researchers criticize the performance of the SERVQUAL model and propose alternative service Quality measurement constructs. Nevertheless, it is argued that the superior diagnostic capacity of SERVQUAL is its key strength; and that any criticism made of it when making comparison with alternative models does not reflect the differing nature of scales of statistical analysis. Arguably, the only limitation of a gap-based model is misinterpretation of customers' evaluation and perception of a service. In this research, the gap score is transformed into a ratio score. Also, empirical tests and implications are presented to support this alternative contribution to the body of knowledge.

• Knowledge Management Research
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• v.15 no.2
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• pp.165-182
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• 2014

Social commerce is regarded as a kind of e-commerce that utilizes social media. Considering increasing complaints around social commerce market, it is important to see customers' satisfaction level and intentions to repurchase. In this study, we examine antecedents that affect customers' satisfaction and relationship between satisfaction and intention to repurchase in social commerce market. We also use social media characteristics as moderators between antecedents and customers' satisfaction. The main results are as follows. First, except site design, most of the intrinsic factors of service quality, such as information, transaction, communication and perceived security had positive effects on customers' satisfaction. Second, all the extrinsic factors of service quality, such as discount rate, constraints, and discrimination had significant impacts on customers' satisfaction. Third, the social media characteristics could not moderate the relationship between service qualities and customers' satisfaction. Fourth, customers' satisfaction had positive effect on the intention to spread through social media. Fifth, customers' satisfaction had positive effect on the intention to repurchase. Social commerce companies need to set up strategies considering the antecedents of customers' satisfaction using these research results. They also need to secure customers that have sustainable purchasing intentions.

• Journal of Home Health Care Nursing
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• v.29 no.1
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• pp.40-49
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• 2022

Purpose: This study aimed to analyze the effects of fatigue, resilience, and self-leadership on nursing service quality of local medical center nurses who nursed COVID-19 patients. Methods: The participants were 135 nurses who worked at regional public hospitals located in H-gun, G, and C-city in province C. The collected data were analyzed using descriptive statistics, t-test, analysis of variance (ANOVA), Pearson's correlation coefficients, and stepwise multiple regression using IBM SPSS Statistics version 25. Results: The participants' nursing service quality showed significant positive correlation with resilience (r=.53, p<.001), and self-leadership (r=.60, p<.001). The factors affecting participants' nursing service quality were commitment to self-leadership (β=.57, p<.001) and work position (chief nursing officer) (β=.26, p<.001), which explained 42% of the participants' nursing service quality. Conclusion: During a crisis such as the COVID-19 pandemic, it is necessary to help nurses enhance their self-leadership skills and build their career continuously by developing relevant policies, systems, and nursing intervention programs. Future studies could expand the knowledge base by including more participants to explore other ways to improve nursing service quality during the COVID-19 pandemic.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.9
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• pp.517-526
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• 2020

This research investigates the relationship among product quality, service quality, perceived value, customer satisfaction, and behavior intentions. Validated measurements were identified from a literature review. The measurement model and the conceptual model depicting hypothesized relationships were evaluated based on responses from 220 customers using confirmatory factor analysis and structural equation modeling. The testing results show that, for the direct path, product quality has a significant, positive influence on customer satisfaction, and behavioral intentions. Also, perceived value directly influences customer satisfaction and behavioral intentions and satisfaction is an antecedent of behavioral intentions. For the indirect path, service quality has a significant, positive influence on behavioral intentions through the customer satisfaction. The major finding of this study suggest that service quality easily attract more customers, especially the young consumers. About the sale personnel, communication skills, knowledge and ways of treatment to customers are crucial to retailers to gain competitive advantage over competitors. Therefore, it should have clear and consistent processes, procedures with criteria that create the best condition for organization and individual to open this kind of retailing store. Furthermore, product quality improvement is essential; all products must have clear originality; and diversifying products and services is also the way to appeal more consumers.

• Knowledge Management Research
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• v.11 no.4
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• pp.67-77
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• 2010

MICE (Meetings, Incentive travels, Conventions, and Exhibitions) segment is one of the fastest growing segments of the tourism industry today. Especially, the government promotes the convention business as a strategic industry given its growing importance as a high value-added export. The push-pull factor conceptual frameworks were used to identify motives that lead firms to attend conventions. Furthermore, the authors assess firms' service quality, preference, reliability, and positional advantage of Korea Electronics Show(KES). Using data from a number of Korean trading firms, the authors find considerable results and conclude by discussing recommendation for the convention industry.

• Asia Marketing Journal
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• v.4 no.2
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• pp.1-25
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• 2002

This study tested major determinants of customer satisfaction and loyalty by varying degrees of customers' knowledge level. Also, authors investigated the degrees of those impacts by classifying industries into two groups(service/manufacturing). Based on 4,000 completed surveys from five major cities, authors found the relationship among perceived quality, perceived value, and corporate image with customer satisfaction and customer loyalty. As a result, corporate image(extrinsic cue) was a major determinant to customers who are low knowledgeable and impacts of corporate image on customer satisfaction was stronger in service industry than manufacturing industry.

• Journal of Distribution Science
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• v.15 no.4
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• pp.41-57
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• 2017

Purpose - With the growth of the duty free shop field and an increase in the executive interest in it, it becomes necessary to examine if PBZ (1988) SERVQUAL could be applied to duty free shop service reflecting on this increased interest and the importance of marketing strategy alternative managing multinational customers. Therefore, the present research focused on the comparison of Korean and Chinese consumers. We examined how service quality would affect relationship quality and customer loyalty. Research design, data, and methodology - Surveys were distributed to 235 Korean and 220 Chinese consumers who have visited a Korean duty free shop. We analyzed frequency analysis, mean difference analysis, and reliability analysis, exploratory factor analysis, confirmatory factor analysis, structural equation model analysis, and multi-group analysis. Results - First, perceived tangibles, responsiveness, empathy, assurance, price benefits, product diversity, and IT convenience of duty free shop service all appeared to be positive effect on customer satisfaction; at the same time, only tangibles, responsiveness, empathy, assurance, and price benefits positively affected customer trust. Secondly, customer satisfaction and trust that are the components of the relationship quality appeared to be positive effect on customer loyalty. Thirdly, customers' satisfaction was found to play a full mediating role effect among all of the service quality factors with customer loyalty; however, customer trust was found to have the mediating effects only with tangibles, empathy, assurance, and price benefits. Fourthly, we found a difference between how service quality influences relationship quality and how service quality influences customer loyalty as a function of different nationality. As a result, it appeared that price benefits and IT convenience affected customer satisfaction more among Koreans than among Chinese. Finally, it appeared that customer satisfaction and trust affected customer loyalty more among Chinese than among Koreans. Conclusions - The results of this study contribute to the theoretical knowledge, but also provide strategic alternatives to enhance differentiation, international competence of enterprises led by duty free shop and service quality improvement and customer loyalty of enterprises are drawn as a foundation for constructing international customer relationship in future global era.