• Journal of Information Technology Applications and Management
• /
• 제15권1호
• /
• pp.117-137
• /
• 2008

Using the service innovation system model, the development of Korean online game industry is analyzed. The model proposed by Gallouj (2002) is modified in order to reflect IT service characteristics such as network externalities. Success factors and innovations patterns of Korean online game industry are examined. First, at the early stage of her growth, Korean online game industry was not supported or coordinated by any Government policies unlike DRAM, CDMA or TFT-LCD. Many parts of technical and service innovations were unintentionally initiated by online game developing ventures without predeterminde strategies. Second, the online game industry is basically a service industry so that users' needs and technical and service characteristics are intertwined to produce innovation. The innovation system of the online game industry is quite different from conventional product technological innovation systems in a sense that there are no blueprints for innovation as well as major players in the system. Third, Government's policies for promotion of IT industry such as the broadband infrastructure installation policy, the hi-tech venture promotion policy and the military exemption policy contributed greatly to development of the online game industry. However, these policy tools were not intended for online game industry but in the end gave a great impact on the service innovation system of the online game industry.

• International Journal of Knowledge Content Development & Technology
• /
• 제10권2호
• /
• pp.71-90
• /
• 2020

Recently, as the pandemic COVID-19 has been spread worldwide, international research cooperation has come to the fore to overcome the crisis and develop treatments. Currently, in Korea, with the support from the Ministry of Education and the Korea Research Foundation, the International Research Cooperation Information Center operates an online service system for international research cooperation as a venue for sharing results among international research cooperation researchers and invigorating such research. However, since Korea's performance in international research cooperation is still poor, actively pursuing measures to improve professionalism and diversity based on international cooperation is deemed necessary. Therefore, in this study, factors influencing the level of satisfaction with international research cooperation online service systems were identified, and measures to increase the satisfaction of international research cooperation online service were proposed based on the analysis results. Design of the system quality factors, accuracy and consistency of the information quality factors, and professionalism of the service quality factors were verified to have a significant effect on the satisfaction with international research cooperation online service systems. Accordingly, further strengthening the aspects of design, accuracy, consistency, and professionalism was proposed as a way to increase the satisfaction of international research cooperation online service systems.

• 지식경영연구
• /
• 제19권2호
• /
• pp.109-132
• /
• 2018

Recently, new financial services related to FinTech has gained attention more and more. Online P2P financial services transactions such as FinTech require careful examination of the constituents of information systems as an investment is made based on the information presented on the online platform without direct face-to-face contact. The purpose of this study is to find out the success factors of online P2P Lending service among FinTech. To serve the purpose, we build IS (information system) success model, and then use Kano model and fuzzy analytic hierarchy process (Fuzzy-AHP) to find out factors for the success of online P2P Lending service. In particular, this study uses Kano model to classify information system satisfaction factors and to calculate the satisfaction coefficient. The Kano model, however, has a drawback of evaluating single criterion. Therefore, we use multi-criteria decision-making technique such as Fuzzy-AHP to derive the relative importance of the factors. The analysis results show different results depending on the analysis technique. In the Kano model, most of the information system factors are a one-dimensional quality attribute. The satisfaction coefficient is highest for personalized service, followed by the responsiveness of service, ease of using a system, understanding of information, usefulness of information' reliability. The service reliability is the highest in dissatisfaction coefficient, followed by system security, service responsiveness, system stability, and personalized service. The results of the Fuzzy-AHP analysis shows that the usefulness of information quality, the personalization of service quality, and the security of system quality are the significant factors and the stability of system quality was a secondary factor.

• 한국정보시스템학회지:정보시스템연구
• /
• 제26권3호
• /
• pp.295-312
• /
• 2017

Purpose Consumption behaviors of consumers have changed with the widespread use of the Internet and smart phones, and accordingly online marketing activities are becoming ever more prevalent. Yet, the domestic food-service industry has yet to offer an Omni-Channel order system that encompasses a online, offline, and mobile interface. Also, a multilingual menu ordering service for foreign tourists is not yet available. Therefore, if an order service system accessible online and offline which could provide multi-language services were implemented, the satisfaction of the service provider and domestic and foreign customers would be maximized. Design/methodology/approach By designing an electronic menu based on open an OS and providing electronic menus in offline stores, we have completed the design of a linked order system which would be available everywhere (online, offline, and mobile). The CMS was developed to integrate these three mediums and the entire operator was designed to receive basic information and statistical information about the merchants, or store operators. Also, a multilingual term dictionary containing menu information for foreign tourists was made into a database so that foreign tourists who are having difficulty in communication can use it more easily. Findings We have made it possible for customers to use the order service without distinction between online, offline, and mobile platforms, and have proved that it is a more efficient and convenient service for customers as well as operators. Nevertheless, as an initial model, the implemented system has limitations on the execution of the payment support method in the electronic menu board and in the management division of the CMS. In case of commercialization, it is necessary to make an alliance of efforts to attract initial franchises. Through further supplementation, we expect the online and offline connection-types martservice system will maximize the satisfaction of both operators and customers alike.

• 산업융합연구
• /
• 제16권1호
• /
• pp.1-14
• /
• 2018

온라인 소매업은 인터넷 기반 회사들에게 전 세계의 온라인 고객들과 연결될 수 있는 기회를 제공했다. 그러나 많은 고객들은 온라인 지불결제 서비스의 위험성이나 사용의 어려움으로 인해 원하는 상품을 선택하고도 온라인에서 거래를 완료하지 못하는 경우가 종종 있다. 그동안 많은 연구자들이 온라인 지불결제에 영향을 미치는 요인들을 조사했지만 온라인 시장 환경이 급격하게 변화되면서 향후 5년 또는 10년 후의 전개될 상황을 예측하기란 매우 어렵다. 본 연구의 목적은 온라인 지불결제에 영향을 미치는 요인들을 검토하고 제3자 결제 회사 및 온라인 서비스 제공 업체에게 장기적인 동태적 의사 결정 모형을 제공하는데 있다. 이를 위해 본 연구는 온라인 지불결제 서비스 수용 모형을 개발하고 향후 10년 동안 전개될 상황을 시뮬레이션하기 위해 시스템 다이내믹스 기법을 사용하였다. 분석결과 온라인 지불결제 고객은 10년 안에 지속적으로 증가할 것이며 핵심 영향 요인으로는 서비스 품질, 시스템 품질 및 예상 소요시간인 것으로 나타났다.

• 한국경영과학회:학술대회논문집
• /
• 한국경영과학회 2006년도 추계학술대회
• /
• pp.453-466
• /
• 2006

The increasing popularity of the Internet has led to the emergence of online service delivered by websites. Given large investments in these websites, it is important to retain existing customers in online service contexts. In order to understand how website information and system attributes may influence perceived usefulness of using the websites, customer satisfaction, and ultimate continuous usage behaviors, we develop a model to integrate user satisfaction with technology acceptance. Furthermore, this integration is sharpened through the synthesis with research on continuous usage of online service based on customer satisfaction. We then test the model using a sample of 236 respondents who have used one of the most popular Internet blog and community service in South Korea within the last three months. The analysis results suggest that website information and system attributes play key roles in forming continuous intention of the service and perceived playfulness serves as an important moderator toward customer satisfaction. Our model is more likely to help link website design and invesment decisions to the strategy for retaining existing customers in the context of online service.

• 벤처혁신연구
• /
• 제4권1호
• /
• pp.23-38
• /
• 2021

본 연구는 비대면 교육서비스 품질 구성요소인 시스템 편리성, 시스템품질, 상호작용성이 학생이 지각하는 교육서비스 가치와 학습몰입과 전공만족도에 영향을 미치는 영향을 분석하고자 하였다. 본 연구를 통해 다음과 같은 연구결과를 도출할 수 있었다. 첫째, 비대면 교육서비스품질의 구성요소인 시스템편리성, 시스템품질, 상호작용성의 3가지 요인이 교육서비스가치에 통계적으로 유의한 영향을 미치고 있는 것으로 나타났다. 둘째, 비대면 교육서비스품질의 구성요소인 시스템편리성, 시스템품질, 상호작용성의 3가지 요인중에서 시스템품질과 상호작용성은 학습몰입에 통계적으로 유의한 영향을 미치고 있는 것으로 나타났다. 셋째, 비대면 교육서비스 가치가 전공만족도에 미치는 영향을 분석한 결과, 교육서비스가치는 전공만족도에 통계적으로 유의한 영향을 미치고 있는 것으로 나타났다. 넷째, 학습몰입이 전공만족도에 미치는 영향을 분석한 결과, 학습몰입은 전공만족도에 통계적으로 유의한 영향을 미치고 있는 것으로 나타났다.

• Asia pacific journal of information systems
• /
• 제26권3호
• /
• pp.393-426
• /
• 2016

The qualities of the technological artifact of online shopping websites and the overall support delivered by the service provider through the website are generally agreed to be crucial elements in creating customer satisfaction and loyalty. However, a lack of consensus exists on how those qualities are related to each other, what they consist of, and how they can be conceptualized. Based on relevant literature and using a servicescape framework as a theoretical lens, we divide online shopping website qualities into information and system qualities and argue that both factors affect service quality. We conceptualize each of the three types of quality as a second-order formative construct comprising its most salient quality dimensions: information quality consisting of reliability, understandability, currency, and relevance; system quality consisting of usability, availability, and responsiveness; and service quality consisting of efficiency and fulfillment. Our model of how information, system, and service qualities are related to one another and to customer satisfaction and loyalty is then tested empirically with a data set of 570 online shopping customers. Our integrated model reconciles the seemingly contradictory conceptualizations of previous researchers and provides an effective way to create customer satisfaction and loyalty.

• 디지털산업정보학회논문지
• /
• 제9권3호
• /
• pp.211-221
• /
• 2013

This study investigated the effect of service quality and using experience on a royalty in a electronic commerce. Expecially, used HTS (Home Trading System of securities companies)as a online service system. HTS (Home Trading System) is a electronic commerce system of securities companies that is a most progressive tool of it. Almost securities companies are offering these typical trading system, because it is a required factor for a competitive position in their compound market. This paper made hypotheses of five cases, and collected some data through survey questionnaire for an analysis of actual proof. For attaining the object of this research, used a structure equation modeling, and found that almost paths of the research model are supported among the service quality, using experience, involvement and royalty. This study could provide academic and managerial implications in a electronic commerce business.

• 마케팅과학연구
• /
• 제19권4호
• /
• pp.57-63
• /
• 2009

随着电子商务指数式增长(电子商务), 营销人员正试图获得通过强调服务质量和服务方面的相互作用而导致客户满意度或行为后果的竞争优势. 特别是对于服装, 服务质量是鼓励客户电子忠诚的关键因素之一, 并增加电子商务中服装零售的成功. 因此, 本研究探讨电子服务质量(电子SERVQUAL)的因素和根据Parasuraman等人(2005)的研究框架对网上服装购物的电子忠诚度的独特影响. 这项研究的具体目标是确定的基本层面的E - SERVQUAL, 分析有关在网上服装购物中电子SERVQUAL对点在忠诚度的影响的结构模型. 对于服务质量, 在网上购物方面的理论框架, 我们比较分析了有关传统和电子服务质量的因素的文献并确定了核心的两个方面和恢复服务. 这项研究的假设是电子SERVQUAL对电子忠诚度的影响. 客户满意度对电子服装网上购物服务的忠诚度有积极影响和客户满意度在电子SERVQUAL对服装网上购物电子忠诚度影响中的中介作用. 根据文献我们制成了一份自填式的问卷. 我们在美国从居住在大城市的有在网上购买服装产品的在线消费者中获得了252份有用的问卷. 通过因子分析(例如, 探索, 验证)评估了有效性和可靠性, 结构方程模型, 包括测量和结构模型, 通过线性结构8.8程序评估了包括测量和结构模型的结构方程模型. 结果显示, 网上购物网站的电子SERVQUAL的五个因素: 赔偿, 执行, 效率, 系统可用性和反应能力. 这支持在网上服装购物方面Parasuraman(2005)的E-S-QUAL包括两个方面的核心服务(如满足, 效率, 系统可用性)和恢复相关的服务(例如, 补偿, 回应). 在结构方程模型中, 有5个电子SERVQUAL因素的外生潜变量, 两个内生潜变量(例如客户满意度, 电子忠诚度). 对于测量模型, 各代表概念的因子载荷有显著的统计学意义, 比 0.60大, 内部一致性信从 0.85 至 0.8 8 不等. 在估计电子SERVEQUAL因素的结构模型, 系统的可用性对电子忠诚的直接和积极的作用, 而效率对网上服装购物的电子忠诚度有负面影响. 然而, 满足不是解释网上服装购物的电子SERVQUAL结果的重要指标. 这一发现意味着, 可被理解为系统提供服务的质量可能会增加对服装网上购物的客户满意度. 然而, 电子忠诚取决于服务质量没有被支持, 因为在网上服装购买中, 通过价值或满意度的中介作用, 服务质量对电子忠诚度(例如再购买意图)有间接影响. 此外, 获得赔偿和回应被发现对客户满意度有显著影响, 会影响网上服装购买的电子忠诚度. 因此, 获得赔偿和回应对电子忠诚度有显著的间接影响. 这表明, 恢复特定的服务因素在客户满意度最大化方面的重要作用, 以及维护客户对网上服装购物网站的忠诚度方面的重要作用. 研究结果在管理和研究方面都有启示. 时装营销者可以在建立与客户的长期关系的基础上, 不断测量顾客感知与恢复服务有关的服务质量等问题, 例如对问题和返回的迅速反应, 客户购买之后的问题赔偿. 为了保持电子忠诚, 在消费者购买服装中恢复服务对消费者第一次选择网站起到重要作用. 由于网上购物的消费者可以在任何地方购物, 提高竞争优势的营销策略是为消费者提供更好的服务质量, 最大限度地满意, 并把创造客户网上服装购买的电子忠诚度. 从研究的角度来看, 解释这些结果时, 本研究的一些局限需要被考虑. 对于未来的研究, 调查结果为这一重要主题理论和实证方面的进一步的研究提供了依据. 根据研究结果, 更全面的模型预测电子SERVQUAL的结果可以被开发和测试. 对全球时装市场, 这项研究可以扩展使用多国样本的跨文化的方法来研究服装的电子服务质量.