• The Journal of Economics, Marketing and Management
• /
• v.11 no.5
• /
• pp.45-55
• /
• 2023

Purpose: As one of the continuous studies on the offline distribution industry, the purpose of this study is to find ways for offline stores to respond to the growth of online shopping by identifying research trends on department stores. Research design, data and methodology: To this end, this study conducted word frequency analysis, word co-occurrence frequency analysis, BERTopic, LDA, and dynamic topic modeling using Python 3.7 on a total of 551 English abstracts searched with the keyword 'department store' in scienceON as of October 10, 2022. Results: The results of word frequency analysis and co-occurrence frequency analysis revealed that research related to department stores frequently focuses on factors such as customers, consumers, products, satisfaction, services, and quality. BERTopic and LDA analyses identified five topics, including 'store image,' with 'shopping information' showing relatively high interest, while 'sales systems' were observed to have relatively lower interest. Conclusions: Based on the results of this study, it was concluded that research related to department stores has so far been conducted in a limited scope, and it is insufficient to provide clues for department stores to secure competitiveness against online platforms. Therefore, it is suggested that additional research be conducted on topics such as the true role of department stores in the retail industry, consumer reinterpretation, customer value and lifetime value, department stores as future retail spaces, ethical management, and transparent ESG management.

• Journal of Convergence for Information Technology
• /
• v.10 no.6
• /
• pp.59-69
• /
• 2020

This study is a qualitative study in which a focus group interview is applied to explore nursing students' perception of blended learning. 21 students in the 4th grade of nursing department were divided into 4 groups to collect data through interviews and content analysis was conducted. As a result of the study, it was categorized into four topics: 'Application and operation that are not thoroughly prepared', 'Loss of direction and departure from learning', 'One-way listening', and 'Convenience'. Students were satisfied with blended learning which is free from time and space constraints and repetitive, but felt inadequacy and unsatisfactoriness about quality of online contents, system, and preparation for applying blended learning. In order to apply blended learning in the future nursing classes, high-quality online content should be developed based on the effective design of online and offline classes considering the curriculum, and a systematic, administrative, financial, and institutional foundation to support online course should be prepared. In addition, a support system should be created to guide students' self-directed learning activities in online classes of blended learning.

• Journal of the Korean Society for information Management
• /
• v.39 no.3
• /
• pp.23-50
• /
• 2022

This article aims to improve the cultural program for the resident writers in libraries by identifying the current status of the resident writer support project, examining users' perceptions and preferences, and investigating librarians' perceptions of the program. The research methods included an investigation (survey) of the program operation status, user perception and preference surveys, and interviews with librarians about their perceptions of the program. Data were collected from libraries with the cultural program for resident writers between May and November 2021. Findings showed there were challenges in operating the library cultural program due to the lack of resident writers' quality, frequent changes in the program formats (online or offline), and library closures during the COVID-19 pandemic. For the program improvement, suggestions were made, including inviting good-quality resident writers and writers from other fields to the program, training resident writers, advertising the programs using online and offline media, training staff, and developing programs considering user ages and preferences and diversity in local communities.

• Journal of Distribution Science
• /
• v.19 no.12
• /
• pp.23-32
• /
• 2021

Purpose: By integrating multiple separate online, offline distribution channels, omnichannel distribution has modernized and revolutionized the retailing sector. Omnichannel distribution supports firms by delivering seamless shopping experiences for customers throughout all touchpoints of the shopping journey. This paper aims at exploring the impact of channel integration quality on customer experience and patronage intentions in the omnichannel distribution context. Research design, data and methodology: An online survey was taken with 351 omnichannel experienced shoppers by utilizing the structured questionnaire. The partial least square-structural equation modeling (PLS-SEM) and Smart PLS software were employed to analyze and test proposed hypotheses. Results: The findings reveal that channel integration quality dimensions including breadth of channel-service choice, transparency of channel-service configuration, content consistency, and process consistency, play crucial roles in the customer shopping experience. The perceived compatibility has been influenced by the integrated interactions in which content consistency and process consistency. The findings also demonstrate the positive and direct impact of perceived compatibility on customer experience, and both factors have substantial effects on customers' patronage intentions. Conclusions: This study sheds light on the literature on channel integration quality, omnichannel retailing experience and customer patronage. In addition, this study provides practical implications for omnichannel retailers in enhancing customer experience and patronage.

• The Korean Journal of Health Service Management
• /
• v.13 no.3
• /
• pp.105-114
• /
• 2019

Objectives: This study aimed to provide a comprehensive analysis of the relationship between the service quality of the Korea Health Industry Development Institute (KHIDI), along with the utilization of and customer satisfaction with its export supporting program, and the export performance of Korean pharmaceutical companies. Methods: An online and offline survey was conducted on Korean pharmaceutical companies that have used the export supporting program provided by KHIDI. Data on the service quality of KHIDI, utilization of and customer satisfaction with the export supporting program, and company export performance were collected via survey. Results: Results indicated that systemizing and reliability service factors of the export supporting program have a significant impact on customer satisfaction, and customer satisfaction has a significant impact on utilization of the export supporting program. Furthermore, customer satisfaction and utilization of the program have a significant impact on company expectations regarding future export performance. Conclusions: As a result, service quality, utilization, and customer satisfaction were found to affect Korean pharmaceutical company's expectations regarding their future export performance. The results of this study can significantly impact the development of export supporting programs.

• Korea Trade Review
• /
• v.45 no.6
• /
• pp.77-97
• /
• 2020

This study investigates the effects of O2O-based mobile shopping application (O2O MSA)'s information and service quality on the user's perceived privacy protection, satisfaction and loyalty. In this study, 969 questionnaire reponses were collected, out of which 555 were used to estimate the structural paths using PLS-SEM (partial least square structural equation model) for the hypothesis test. Our empirical findings are drawn from Chinese respondents that live in a 1-line city in China and use O2O MSAs serviced by China's leading companies. This study examines and confirms that qualified information and service of O2O MSA positively affect both perceived privacy protection and customer satisfaction, which finally leads to customer behavioral loyalty through the perceived privacy protection. Further, this study presents effective practical implications for application development strategy suitable for users in the O2O-based mobile shopping industry.

• Journal of Korean Society for Quality Management
• /
• v.37 no.1
• /
• pp.40-55
• /
• 2009

This research is an empirical study to analyze the factors that affect users' acceptance & diffusion of online product message. Today many people use the product message/information on the internet, before they make decision to buy something in online/offline environment. This paper proposes the site design look, enjoyment, and usefulness as message perception factors. And we examine the relationship among the perception factors, message credibility, acceptance & diffusion. The purpose of this paper is threefold. First, we examine the relationship between as perception factors and the credibility assessment of the message by customers. Second, we will show the effect of message credibility on the message acceptance & diffusion. Third, we try to present some theoretical and empirical implication through the result of our studies.

• The Journal of the Korea Contents Association
• /
• v.22 no.9
• /
• pp.126-146
• /
• 2022

With the development of IT technology, consumers' shopping behaviors have diversified, and O2O services that remove the boundary between online and offline are increasing. With the development of O2O services, it is bringing about new changes in offline retailers that are facing limitations against the continuous growth of online. Drawing upon Technology Acceptance Model, this study investigates the effect of service quality perceived by O2O service users on consumers' intention to use O2O services. The result confirmed that the perceived quality, an external variable, affects the perceived usefulness and perceived ease of use, which are the main variables of the Technology Acceptance Model, and the perceived usefulness and perceived ease of use in turn have a significant effect on attitude and behavioral intention. In particular, it was found that the higher the perceived ease of use of the user, the higher the perceived usefulness and positive influence on the attitude. The results of this study suggest that in order to increase the utilization of O2O service by users, it is necessary to highlight the perceived quality of service and at the same time manage convenience and usefulness. This is expected to provide meaningful directions for companies attempting to advance O2O services.

• Journal of Korea Society of Digital Industry and Information Management
• /
• v.5 no.4
• /
• pp.231-247
• /
• 2009

With the growth of e-commerce banks make the best use of internet banking which can provide all sorts of financial services in cyber space and satisfy customers beyond traditional banking services which are cash reserve and loan based on retail. For survival of internet banking high quality of service should be provided to customers. For this, the attributes of service quality in internet banking should be identified first. The studies on scale of service quality in internet banking have been divided into two ways. While traditional way has focused on SERVQUAL, several researchers have developed scale of e-service quality. However, the dimension of e-service quality is applied from the traditional dimension of service quality. In this paper five dimensions of tangibles, reliability, responsiveness, assurance, and empathy based on SERVQUAL are used as scale of service quality in internet banking through reviewing previous studies. In addition, because service value is correlated to service quality, the dimensions of service quality can affect e-service value. The positive relationship among e-service value, customer satisfaction, and customer loyalty in online or offline service has been identified by previous studies. The purpose of this study is to identify the relationship among service quality, e-service value, customer satisfaction, and customer loyalty in internet banking. SPSS 12.0 is used to test validity and reliability of questionnaire items and correlation of variables and AMOS 4.0 is used to test the hypotheses. The results of this study show that the responsiveness, assurance, and empathy factors of service quality have a positive effect on service value and that the tangible and assurance factors have a positive effect on customer satisfaction. It also shows that e-service value affects positively customer satisfaction and loyalty. Customer satisfaction affects positively customer loyalty. Therefore, to enhance customer satisfaction and loyalty, service quality and value of internet banking should be improved through reinforcing customers' trust in internet service quality.

• East Asian Journal of Business Economics (EAJBE)
• /
• v.7 no.1
• /
• pp.1-16
• /
• 2019

Purpose - For the development of fresh food shopping malls, consumers should continue to experience loyalty and favorability for the company's products or brands, and this should lead directly to purchase so that active word-ofmouth and recommendation should be encouraged. Therefore, the purpose of this study is to investigate the effect of e-service quality and e-ERM on e-loyalty with customer satisfaction and commitment as mediators. Research design, data, and methodology - This study was conducted by sample survey method on 320 online customers who have experience in using major online fresh food shopping malls for more than one year. Data analysis methods were frequency analysis, confirmatory factor analysis, reliability analysis, correlation analysis, and structural equation model analysis. Result - Hypothesis 1 through Hypothesis 7 were all supported. The results of this study suggest that e-service quality and e-CRM of online fresh food shopping malls have a significant effect on satisfaction and commitment. Therefore, the conclusion has been derived that the focus of this study, that such satisfaction and commitment have a significant effect on e-customer loyalty. has been supported theoretically and empirically. Conclusion - This study suggests that studies on customer loyalty based on activation commerce factors related to fresh food in online shopping malls will be an index that can reflect on customer's needs corresponding with future trends of not only online shopping malls but also offline shopping malls.