• Journal of Korea Society of Industrial Information Systems
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• v.11 no.2
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• pp.29-39
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• 2006

Every online shopping mall is concerned about service quality and trust issues. We analyze and compare the impacts of service quality and trust on customer satisfaction and loyalty. In addition, we investigate service quality and trust attributes and their effects on overall service quality and trust. The results unveil that, in our e-business setting, overall trust has more powerful leverage than overall service quality.

• International Journal of Computer Science & Network Security
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• v.23 no.6
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• pp.176-180
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• 2023

Aim of this study to examine the mediating role of network service between perceived quality, retailer service and customer satisfaction during COVID-19. Primary data gathered through adopted questionnaire from previous studies and 200 university students were asked to fill online questionnaire during COVID-19 situation in country. Structural Equation Modelling technique applied in order to test the proposed hypothesis generated from existing literature review. Findings revealed full mediation effect of network service for both perceived quality and retailer service on customer satisfaction during COVID-19. New insights of this study are key role of network services is identified and university students' satisfaction is measured for online classes in developing country, Pakistan. In future serial mediation is suggested for validity of existing results in developed and developing countries.

• Journal of KIISE:Computing Practices and Letters
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• v.16 no.7
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• pp.814-818
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• 2010

Online social networking services help people to migrate social networks from offline to online. Twitter, which has achieved incredible growth, showed that an online social networking service without offline bases can become large and successful. In this paper, we propose a twitter friend notification service using user‘s twitter messages and place recognizing technology. When there is a friend in user‘s nearby place, the service notifies the information to the users. Through the friend notification service, a user can easily extend his online social network to offline.

• The Korean Journal of Food & Health Convergence
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• v.10 no.4
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• pp.9-19
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• 2024

This qualitative study explores the impact of online food delivery platform attributes on customer satisfaction and repurchase intentions. Employing a phenomenological approach, we conducted in-depth interviews and focus group discussions with 15 participants to gain rich insights into user experiences. Thematic analysis revealed key factors influencing satisfaction and loyalty: service quality dimensions (efficiency, reliability, fulfillment, privacy), expectation disconfirmation, perceived usefulness and ease of use, multi-level customer value, relationship quality, electronic word-of-mouth, value co-creation, and phased loyalty formation. Our findings extend customer behavior theory in digital platforms, offering a comprehensive framework for understanding the complex mechanisms underlying user satisfaction and repurchase decisions. The study provides valuable implications for platform operators, highlighting the importance of exceeding customer expectations, enhancing user experience, building trust, leveraging user-generated content, and fostering co-creation processes. Methodologically, we demonstrate the efficacy of qualitative approaches in uncovering nuanced insights in digital service contexts. While acknowledging limitations in generalizability, this research establishes a solid foundation for future investigations into the rapidly evolving domain of online food delivery services. The integrated theoretical approach offers a robust model for analyzing customer behavior in emerging digital service environments, contributing significantly to both academic understanding and practical application in the field of digital service provision and platform management.

• Journal of Korean Society for Quality Management
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• v.28 no.3
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• pp.133-144
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• 2000

Many organizations have developed their own information systems not only for internal efficiency but also for effectiveness of external customer services. One of the most effective service tools for their customers is the use of information technology. The web technology is rapidly becoming one of the most effective tools for online customer services. In order to gain competitive edge, organizations must have effective web site planning methods for their customer service. A study on traditional information systems planning methodologies has been conducted and they are compared with web site planning techniques. Cases of web sites in order to Improve customer relationship are analyzed. finally, a new conceptual framework for web site planning strategy for e-CRM is proposed in this paper. In order to support effective web site planning, online customer contact points and online service activities are defined and classified as several stages. And, web site strategies corresponding to each customer service activities are developed and proposed, With this framework, organizations can build competitive web strategies for improving their online customer relationships, thereby increasing customer satisfaction.

• Journal of Information Technology Services
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• v.10 no.2
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• pp.293-308
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• 2011

The preliminary security assessment is an information security process to analyze security weaknesses before beginning of services. Discovering security weakness through preliminary security assessment is highly required because it costs much when security incident occur in the middle of service operation. However, this assessment is not widely spread in the online game service domain yet. In this paper, we summarize the security risk existed in the online game service, and we classify the security requirements related to the each risk. Also, through the case study, we evaluated the effectiveness of preliminary security assessment in this domain. In addition, we suggest checklists that should be reviewed once in game-client side, network-side and game-server side for the purpose of security enhancement.

• The Journal of the Korea Contents Association
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• v.22 no.4
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• pp.172-181
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• 2022

This study aims to find out the design needs of millennials for flower services amid changes in the environment in which flowers are purchased online. To this end, first, the consumption tendency of millennials and online flower purchase trends were examined. In addition, focusing on flower bouquet products, the market status of flower delivery shopping malls, which are online flower product services, and regular flower subscription services, a new trend in the flower market, were investigated. Based on this, a survey was conducted to improve online flower services. As a result of the survey, it was found that millennials trusted branded products, preferred eco-friendly products, and tended to have strong design openness in improving online flower service design. In addition, millennials prefer natural bouquet designs mixed with large and small flowers to large and colorful roses, which are currently mainly sold at flower delivery shopping malls. Therefore, we hope that this study will improve the design of online flower services that meet the needs of millennial consumers, revitalizing flower purchases, and expanding to new online flower service design research.

• Journal of Information Technology Applications and Management
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• v.29 no.6
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• pp.43-62
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• 2022

As the used trading market grows centered on online platforms, it is evolving from practical consumption to pursuing various forms of consumption value. Consumers purchase rare products, enjoy the transaction itself with consumers with the same preference, and investment or eco-friendly value consumption is also increasing. In this regard, the transaction of the second-hand transaction app service must have sincerity in order to respond to various consumption values. In addition, it is necessary to study what components the second-hand trading app service should aim for to secure authenticity and how the usefulness and ease of second-hand trading apps affect the relationship. The research used a questionnaire method to test hypotheses and surveyed 215 consumers in their 20s, 30s, and 40s who had purchased used clothing online within a year. Among them, 200 responses, excluding outliers, were statistically analyzed using SPSS 21.0 and AMOS 22.0 as confirmatory factor analysis and structural equation models. This study aims to determine the effect of the authenticity of the online used trading app service on the satisfaction of the used trading app service. To this end, based on the previous research results, the following research hypotheses were established and verified statistically. First, the authenticity of the online used trading app service will significantly impact the satisfaction of the used trading app service. Second, the usefulness of the used trading app service will have a moderating effect on the effect of the authenticity of the used trading app service on the satisfaction of the used trading app service. Third, the ease of the used trading app service will have a moderating effect on the authenticity of the used trading app service on the satisfaction of the used trading app service. As a result of the study, the authenticity of the used trading app service significantly affected the satisfaction of the used trading app service. Appeared to be The results of this study will help understand used transaction app services where consumption of used products occurs from the viewpoint of product circular use behavior and can be used as a strategic plan to promote the use of used transaction apps in the future.

• Culinary science and hospitality research
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• v.23 no.7
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• pp.97-111
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• 2017

As a single-person household emerges as an important consumer group, an Online-to-Offline or Offlineto-Online(O2O) service market is rapidly growing. This study attempted to verify the effects of convenience and webrooming characteristics of O2O service using the Technology Acceptance Model (TAM). The purpose of this study was to investigate the effects of the convenience and webrooming of food O2O service on users' perceived ease of use and perceived usefulness, and the effects of perceived ease of use and perceived usefulness on purchase intention of O2O services. Using a convenience sampling technique, an online survey was conducted through Google survey from April 16 to April 30, 2017 and was distributed to 447 O2O service users. A total of 320 questionnaires were included in the final analysis. The results showed that convenience had a significant effect on users' perceived ease of use as well as perceived usefulness. In addition, users' perceived ease of use had a significant impact on users' perceived usefulness. Finally, both perceived ease of use and perceived usefulness positively affected users' purchase intention of O2O services. These findings suggest that differentiated events, promotions, and store information should be provided when launching O2O service because webrooming is a more important factor in enhancing perceived usefulness than the perceived ease of use.

• Design Convergence Study
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• v.16 no.3
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• pp.69-84
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• 2017

Service blueprint is used to show the interaction between each service element at a glance and to understand the flow of the whole service centering on the customer at the stage of proposing a new service system. It was proposed in the 1980s before online business was developed. However, current services are changing in a way that provides various forms and channels, and the service blueprint seems to be not enough. To reflect this problem consciousness, we selected PSS among diversified service business models and propose a service blueprint type optimized for each business. After collecting 137 PSS cases to be used in the research, we made a business matrix and classified the cases and selected two representative cases to conduct two experiments. As a result, six types of service blueprint corresponding to the matrix could be derived: online service type, online remote support type, self rental type, online order type, traditional type, and offline support type. The validity of the proposed types of service blueprint was verified to confirm the suitability of those types.