• Journal of Information Technology Applications and Management
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• v.26 no.3
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• pp.99-120
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• 2019

The purpose of this study is to provide information necessary for establishing a new strategy for customer service improvement by deriving factors affecting user satisfaction and continuous use intention of mobile app service user characteristics, system characteristics, and social characteristics. The results of this study are summarized as follows. First, reliability, innovation, familiarity, convenience, and self-efficacy among the characteristics of mobile app are analyzed as factors that have the greatest influence on user's perceived usefulness. Second, convenience, mobility, and visibility are some of the characteristics of mobile app service. Third, identity, security, and expectation agreement among mobile app service characteristics are analyzed as negative factors that do not affect users' perceived usefulness. Fourth, interactivity, familiarity, and self-efficacy among the characteristics of mobile app service were analyzed as positive factors that have the greatest effect on user's perceived ease of use. Fifth, reliability, mobility, visibility, and convenience among mobile app service characteristics are analyzed as factors that have some positive effects on perceived ease of use of app users. Sixth, identity, innovation, and security among the characteristics of mobile app service are negatively influenced by mobile app users' perceived ease of use. Seventh, the perceived usefulness of mobile app users is analyzed as a factor that has a very positive effect on user satisfaction. Eighth, the perceived ease of use of mobile app users is analyzed as a factor affecting perceived usefulness positively. Ninth, the perceived ease and expectation of mobile app users are positively influenced on user satisfaction. The tenth, the perceived usefulness of the mobile app users was analyzed as a factor having a very positive influence on the persistent intention to use. For the eleventh, the perceived ease of use of mobile app users was analyzed as a factor having a positive effect on the persistent intention to use. The twelfth, mobile app user satisfaction was analyzed as a factor having a very positive effect on the persistent intention to use.

• Journal of Digital Convergence
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• v.15 no.4
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• pp.127-137
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• 2017

The role of smartphones is changing from a communication system for exchanging calls and information into a universal platform for cultural services. Also, satisfaction for mobile application services on smartphones is a very important factor in the smart business. In This paper, we analyze the effects of the outcome, service scape, costs, and especially the impact of whether costumers having to pay or free for the app on customer satisfaction. For this purpose, we analyzed survey data on service quality of mobile app service from Chinese mobile app service users. We also analyzed the moderating effects of paid and free mobile app services. As a result, it was confirmed that the quality, servicescape quality and cost of mobile app service that customers perceive have a positive effect on customer satisfaction. In addition, the effect of the cost of mobile app service perceived by the customer on customer satisfaction showed that free mobile app service was more significant than paid mobile app service. This paper can be used as an alternative to monetization for providing a mobile app service provider or a mobile app service provider who wants to switch mobile app service from free to paid service.

• Journal of Information Technology Services
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• v.18 no.1
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• pp.201-217
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• 2019

Cars have become a necessity in modern life. It is widely used to transport people or products to a destination conveniently. However, the addition of a navigation service that provides route information and more makes driving more convenient and safer. Recent developments in the mobile app ecosystem encourages people to adopt not only an installation-type car navigation, but also a mobile app navigation, supporting connected car concepts. It should be noted that mobile apps with mobile Internet can be a significant linkage between information acquired online and offline business. This study demonstrates the impact of the app use experience for a driver in the context of applying artificial intelligence service. As a result, the introduction of artificial intelligence services has a statistically significant moderating effect on the use of mobile navigation apps. This seminal research is valuable as it evaluates the role of artificial intelligence applied to mobile navigation apps.

• Journal of Korea Trade
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• v.23 no.4
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• pp.58-79
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• 2019

Purpose - This study focused on the effect of mobile app information system quality on re-use intention in the medical service trade, and examined how the Chinese, currently the main consumer of Korea's medical service trade, obtained information through mobile apps, and the status of satisfaction felt by experiencing medical services. Design/methodology - The survey period was from November 2018 to January 2019, and was conducted on Chinese who voluntarily experienced medical services. The collected data verified causality of the study model through the statistical program, SPSS.24. The results showed that the most popular medical institution through the medical service mobile app is dermatology, and the quality of the app's information system plays a mediating role in influencing re-use intention. Findings - Overall, the current trade in medical services is first accessed and acquired through mobile apps, and as a result, consumers revisit medical institutions according to the reliability of information. Comments and likes, another new form of the word of mouth that has greatly influenced revisiting in the past, are seen to be spreading through the app's medical information. Originality/value - The previous market for the medical services trade was formed by very conservative word of mouth, but now we believe that the app's information system actively influences the revisit effect. This means that apps can be used in diverse areas in the medical service trade market. In addition, the medical service market needs to further develop a mobile app environment that can reflect consumers' diverse needs, behaviors, and culture from time to time in order to revitalize the service trade. Such an app environment development will have tremendous promotional effects on the trade market and provide directions for expanding trade in medical services.

• Asia-Pacific Journal of Business
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• v.9 no.2
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• pp.123-136
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• 2018

The purpose of this study is to investigate the effects of six factors (accuracy, perceived usefulness, perceived ease of use, security, instant accessibility, and ease of use) on re-use intention; and then to help to establish future marketing strategy. In order to achieve the study's objectives, this study conducted an online questionnaire on the Internet, Wenjuanxing. The total of 270 copies through APP-Wechat (Wicket), and 245 were used for analysis. For statistical processing, SPSS22.0 is used to analyze the influence relationship amongst factors for mobile tourism information service, a variety of analysis, such as factor analysis, reliability analysis, mass regression analysis, simple regression analysis were employed. The results of this study are summarized as follows. As a result of analyzing the factors affecting the satisfaction of consumers using chinese Ctrip mobile app, the perceived usefulness and perceived ease of use of mobile tourism information service attributes have a significant effect on user satisfaction. The accuracy of mobile information service were found to have no significant effect on satisfaction. The security, immediacy of access, and usability of the payment service of mobile APP were found to have a significant effect on satisfaction. And customer satisfaction has a significant effect on re-use intention.

• Korea Journal of Hospital Management
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• v.26 no.1
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• pp.1-16
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• 2021

Purpose: The purpose of the study is to identify the influence of the hospital mobile app service quality on consumer satisfaction, involvement, and re-use intention of consumers who have experience in hospital mobile app service. Methodology: The survey was conducted on 230 users. The collected data were analyzed using correlation analysis, multiple regression analysis, and the Process Model in Hayes(2013). Findings: (1)The usability, reliability, and medical information provision among the service quality factors of hospital mobile apps had an effect on reuse intention, and consumer satisfaction partially mediated. (2)The usability and the provision of medical information were partially mediated by the involvement, which also affected the intention to reuse. (3)Only reliability showed an age-moderated effect. In reliability and re-use intent, age was a moderated mediating effect that controlled the effect of consumer satisfaction. Practical Implications: The results of this study provide initial data of mobile app services centered on hospitals and prove the type of consumer usage. It suggests that it can be used to attract potential consumers of hospitals and strategies to increase the use of mobile apps.

• The Journal of Industrial Distribution & Business
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• v.10 no.6
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• pp.19-27
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• 2019

Purpose - The purpose of this study was to examine quality improvement priorities by examining not only quality classifications but also PCSI (Kano, 1984) of mobile app service qualities of general hospitals in the Metropolitan Area and offer potential improvements. Research design, data, and methodology - The study examined five of service qualities, including app design, reaction, convenience, safety and supply of information by precedent studies. 20 test items were selected. A total of 60 positive and negative questions to estimate customer satisfaction and PCSI was investigated. The author collected 300 copies from interviewees who made use of the app services of 13 general hospitals within one year, and classified quality factors by using table of quality assessment and also estimated the customer satisfaction index (Timko, 1993). The study made quality improvement priority by the PCSI index. Results - Reaction of the mobile app service quality ranked the highest PCSI, and payment safety ranked the highest, and customer support and supply of the information ranked high as well. It was observed that design ranked comparatively lower in these categories. Conclusion - Safety, reaction and supply of information should be prioritized to reorganize and improve the mobile app services.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.22 no.1
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• pp.171-191
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• 2011

The purpose of this study is to introduce the concepts of smartphone and app, to review the theoretical researches and the representative service examples in academic libraries' mobile services based on smartphone apps, and to propose the proper mobile services methods based on smartphone apps in academic libraries of Korea. The ways for mobile app services in academic libraries are like these: 1) Libraries need to prepare the hybrid service system based on the combination of mobile web and app for smartphone. 2) Libraries have the guidelines for choosing apps which are applied to library services. 3) Libraries develop the apps for library marketing and education services and make use of existed apps to their own services. 4) Smartphone application bibliography service(Appography service) needs to be developed and serviced as an academic library service field.

• Journal of Information Technology Services
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• v.14 no.3
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• pp.1-18
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• 2015

Recent trends of mobile convergence has already brought about many changes in our digitally-powered society. Especially, taking advantage of strengths of existing mobile devices and smart phones have already been established as a primary standard in the business intelligence world. Such high-powered digital devices equipped with mobile convergence functions are getting more momentum as app stores are prevailing. Basically, the app stores are administered by smart phone manufacturers, creating a new business ecosystem among app developers and end-users. However, there are paucity of studies tackling an issue about how users' repurchase intention of the apps is influenced by the service qualities of the app stores. In this respect, this study aims to investigate the effect of app store service quality on users' satisfaction and repurchase intention. As the value of loyal customers is incomparably high in app commerce, winning customers' loyalty is vital to the success of app stores. In this study, a customer is defined as one who has purchased goods or services at least once from the app stores. The proposed research model includes a number of constructs such as app perceptions, customer service, perceived ease of use, design, promotion, perceived consumer risk and connectivity. Empirical results revealed that perceived consumer risk has a negative relationship with consumer's perceived repurchase intention. All the other variables-app perceptions, customer service, perceived ease of use, design, promotion, connectivity- are found to be positively related with the repurchase intentions.

• Journal of Distribution Science
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• v.12 no.11
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• pp.85-100
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• 2014

Purpose - Recently, the prevalence of high-speed mobile communication technology (4G) and mobile devices (smart phones, tablet PC, etc.) is leading innovative changes across all fields in society as well as business environments. Furthermore, a diversified mobile application service has spread rapidly through mobile devices such as smart phones and tablet PCs. Accordingly, the traditional E-government services paradigm has rapidly changed into mobile intelligence. To identify the influencing factors on the using intention of G4C smart app services, based on previous studies, the variables that influence using G4C smart app services are defined; these are user cognitive factors (perceived usefulness, perceived easiness), user characteristics factors (user innovativeness, self-efficiency, social influence), service quality factors (convenience, interactivity, accessibility), and system quality factors (instant connectivity, safety). Research design, data, and methodology - This is designed not only to collect data with a questionnaire survey (9/22/13~10/23/13) but also to test hypotheses with SEM by SPSS 21.0 and AMOS 21.0 in both Korea and China. All items are used with Likert 5 scales. A total of 643 questionnaires (Korea 318, China 325) are used. Results - The perceived usefulness and perceived easiness in user cognitive factors have positive influence on using intention. The user innovativeness, self-efficiency, and social factors in user characteristics factors have positive influences on using intention. The convenience, interactivity, and accessibility in service quality factors have positive influences on both reliability and using intention. Safety in system quality has positive influence on both reliability and using intention. Reliability has positive influence on using intention. The control variables (Korea and China) affect its control hypothesis. Strategies and implications are suggested to assist the public using the intention of smartphone's e-government services based on the results of the empirical analysis. The mobile application service can be considered a new emergence of the paradigm just like the government's on-line portal websites appeared in the past. Under this prevailing situation of mobile smart devices, to promote the success of e-government mobile APP services, accurate analysis and understanding of users should precede anything, to provide services to grasp and satisfy users' desire properly. Conclusions - This study proposes implications to help E-governmental officers and companies make strategies. First, this is expected to give some information on the understanding and knowledge regarding the process of G4C smart APP service based on the empirical study. Second, this helps to make future policies and ways about E-government G4C smart APP service. Third, it is proved that super speed mobile communication technology and devices including phones will be crucial to change the structure of E-government services in 2-3 years. Fourth, it is necessary to increase the trust and using intention of users. Fifth, considering what type of environment users are placed in, to present proper public information matching their inclination, is important. Finally, various ways of experiencing service to explore potential users and ceaseless public relations are required.