• Title/Summary/Keyword: Online Service System

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Factors Affecting Enterprise's Satisfaction toward Social Security's Online Public Service: The Case of Thanh Hoa Province, Vietnam

  • NGO, Chi Thanh;NGUYEN, Thi Ngoc Mai;NGUYEN, Duy Dat;LE, Hoang Ba Huyen;LE, Van Cuong;LE, Thi Binh
    • The Journal of Asian Finance, Economics and Business
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    • v.7 no.9
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    • pp.467-475
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    • 2020
  • The study aims to investigate factors affecting enterprise's satisfaction and loyalty toward the Social Security's online public services, looking at the case of Thanh Hoa province, Vietnam. This study employs samples with 216 enterprises that use online public system of Thanh Hoa province's Social Security. The research model is closely linked to the SERVQUAL model developed by Parasuraman, Zeithaml and Berry (1988). We propose 23 scales that constitute the quality of service, three scales that constitute Customer Satisfaction and three components that constitute Customer Loyalty. This study use the tool of Exploratory Factor Analysis (EFA), Cronbach's Alpha test, Confirm Factor Analysis (CFA) and Structural Equation Modeling (SEM) in order to address the question of satisfaction and loyalty. The result shows that the factor with the most impact is Reliability, next is Capacity of staffs, Tangibles, Attitude of staffs, and the least impacting factor is Empathy; moreover, the results also show that Satisfaction has a strong impact on Customer Loyalty. The findings of this study suggest that Thanh Hoa province's Social Security should: (i) strengthen the reliability of online service system; (ii) build capacity for staffs; (iii) develop the responsiveness of electronic transactions systems; and (iv) improve the empathy of staffs.

Online Service Strategy For Multi-Platform Age: Comparison of Online Trading Service Platforms (멀티 플랫폼 기반 온라인 서비스 전략: 온라인 트레이딩 서비스의 플랫폼 간 비교를 중심으로)

  • Sim, Sunyoung
    • The Journal of Information Systems
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    • v.23 no.1
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    • pp.29-52
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    • 2014
  • As the advance of multi-platform and multi-channel online services, brokerages are now offering three representative online trading systems - HTS(Home Trading Systems), WTS(Web Trading Systems), MTS(Mobile Trading Systems). In this study we investigated and compared the impact of different systems on the performance of brokerages. Using the panel data of 29 brokerages of 4 periods, we empirically tested the impact of online trading systems and the commissions of trading services. We found out that there exist some differences between the impacts of online trading systems based on the platforms. HTS was identified as the main platform for online trading services. However the role of MTS was also significantly identified while WTS showed no significant impact on the brokerage performances. Commission also showed significant negative impact in case of HTS and MTS platforms. Finally, offering MTS was identified as the significant dummy variable influencing the performance of brokerages. The results provides some implication for the multi-platform strategy for online services.

The Effects of User Experience Factors on Satisfaction and Repurchase Intention at Online Food Market

  • CHA, Seong Soo;LEE, Su Han
    • The Journal of Industrial Distribution & Business
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    • v.12 no.4
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    • pp.7-13
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    • 2021
  • Purpose: This study aims to empirically analyze the effects of user experience on satisfaction and repurchase in the online food market and to present implications. Online food markets have rapidly dominated the grocery market since their appearance, and online food purchases by middle and seniors as well as young people are increasing rapidly. Research design, data, and methodology: The survey was conducted on 268 consumers with experience in using online food markets, and the results of the survey were analyzed using SPSS statistical program to verify reliability and feasibility, and using structural equation modelling (SEM) using AMOS. This study positively analyzed the impact of satisfaction and repurchase intent by setting system quality, product quality, brand characteristics, and economics as user experience factors in online food markets. Results: The results showed that among online food market user experience factors, the quality of the product and brand characteristics have a significant impact on satisfaction. This means that consumers decide to purchase food through online food markets by considering high-quality products and brand value together. Conclusions: This study has broadened the horizon of recent research on online food market which has been rapidly increasing in the market triggered by Covid19, providing significant implications.

Customer Value Proposition Methodology Using Text Mining of Online Customer Reviews (온라인 고객 리뷰에 대한 텍스트마이닝을 활용한 고객가치제안 방법)

  • Han, Young-Kyung;Kim, Chul-Min;Park, Kwang-Ho
    • Journal of Korean Society of Industrial and Systems Engineering
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    • v.44 no.4
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    • pp.85-97
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    • 2021
  • Online consumer activities have increased considerably since the COVID-19 outbreak. For the products and services which have an impact on everyday life, online reviews and recommendations can play a significant role in consumer decision-making processes. Thus, to better serve their customers, online firms are required to build online-centric marketing strategies. Especially, it is essential to define core value of customers based on the online customer reviews and to propose these values to their customers. This study discovers specific perceived values of customers in regard to a certain product and service, using online customer reviews and proposes a customer value proposition methodology which enables online firms to develop more effective marketing strategies. In order to discover customers value, the methodology employs a text-mining technology, which combines a sentiment analysis and topic modeling. By the methodology, customer emotions and value factors can be more clearly defined. It is expected that online firms can better identify value elements of their respective customers, provide appropriate value propositions, and thus gain sustainable competitive advantage.

Implementation of a Flexible Peer-to-Peer Internet Telephony Service Using an Underlying DHT (유연성을 갖는 분산 해쉬 테이블 기반의 피어 투 피어 인터넷 텔레포니 서비스의 구현)

  • Lee, Ju-Ho;Kim, Jae-Bong;Jeong, Choong-Kyo
    • Journal of Industrial Technology
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    • v.26 no.B
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    • pp.199-206
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    • 2006
  • Internet telephony provides voice communication services with added flexibility for multimedia extension at a lower cost compared to traditional telephone systems. We implemented an internet telephony system as an overlay network without a centralized server, using a distributed hash table (DHT). Compared to the current server-based internet telephony system, our system is fault-tolerant, scalable, and can be flexible extended to various services and advanced to integrated service. To demonstrate the high flexibility of our DHT-based internet telephony system, we made our system cooperate with web servers. Web users can check up others' online stales and establish voice communication sessions to online users at a mouse click. This technology can be applied to more complex services such as multimedia messaging or video conference service.

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The historical development of online systems (온라인 시스템의 역사적 발전)

  • 사공철
    • Journal of the Korean Society for information Management
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    • v.11 no.2
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    • pp.111-130
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    • 1994
  • Comprehensive and historical development including important technological components of online information systems is described. Growth of database and online information service identified in the worldwide statistics is analyzed. Development and present state of database and online services in Korea are outlined. Based on the above historical conditions the future trend of online system is presented.

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An Empirical Study on the Website Quality Factors Affecting Revisit Intent in Domestic Online Shopping Malls (재방문의도에 영향을 미치는 쇼핑몰 웹사이트 품질평가요인에 관한 실증적 연구)

  • Hong Il-Yoo;Kim Dong-San
    • Korean Management Science Review
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    • v.23 no.1
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    • pp.43-61
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    • 2006
  • This research is an empirical investigation into the dimensions determining the website quality of domestic online shopping malls. A research model that has been formed to find the website quality dimensions is based on DeLone and McLean's information system success model that we adapted to fit the B2C electronic commerce environment by incorporating existing research on IS service quality and website quality. The model incorporates three quality dimensions including the information quality, system quality and service quality, and an attempt was made to empirically examine the relationship between variables of these dimensions and the revisit intent. The results of the study revealed that five quality-related variables were found to importantly contribute to the user's intent to revisit a site : the information accuracy and relevancy, system reliability, ease of use, and on-line support. The paper concludes that the three quality dimensions can serve as a useful framework to evaluate the quality of online shopping mall websites in an attempt to improve the website revisit rate.

Learning Material Bookmarking Service based on Collective Intelligence (집단지성 기반 학습자료 북마킹 서비스 시스템)

  • Jang, Jincheul;Jung, Sukhwan;Lee, Seulki;Jung, Chihoon;Yoon, Wan Chul;Yi, Mun Yong
    • Journal of Intelligence and Information Systems
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    • v.20 no.2
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    • pp.179-192
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    • 2014
  • Keeping in line with the recent changes in the information technology environment, the online learning environment that supports multiple users' participation such as MOOC (Massive Open Online Courses) has become important. One of the largest professional associations in Information Technology, IEEE Computer Society, announced that "Supporting New Learning Styles" is a crucial trend in 2014. Popular MOOC services, CourseRa and edX, have continued to build active learning environment with a large number of lectures accessible anywhere using smart devices, and have been used by an increasing number of users. In addition, collaborative web services (e.g., blogs and Wikipedia) also support the creation of various user-uploaded learning materials, resulting in a vast amount of new lectures and learning materials being created every day in the online space. However, it is difficult for an online educational system to keep a learner' motivation as learning occurs remotely, with limited capability to share knowledge among the learners. Thus, it is essential to understand which materials are needed for each learner and how to motivate learners to actively participate in online learning system. To overcome these issues, leveraging the constructivism theory and collective intelligence, we have developed a social bookmarking system called WeStudy, which supports learning material sharing among the users and provides personalized learning material recommendations. Constructivism theory argues that knowledge is being constructed while learners interact with the world. Collective intelligence can be separated into two types: (1) collaborative collective intelligence, which can be built on the basis of direct collaboration among the participants (e.g., Wikipedia), and (2) integrative collective intelligence, which produces new forms of knowledge by combining independent and distributed information through highly advanced technologies and algorithms (e.g., Google PageRank, Recommender systems). Recommender system, one of the examples of integrative collective intelligence, is to utilize online activities of the users and recommend what users may be interested in. Our system included both collaborative collective intelligence functions and integrative collective intelligence functions. We analyzed well-known Web services based on collective intelligence such as Wikipedia, Slideshare, and Videolectures to identify main design factors that support collective intelligence. Based on this analysis, in addition to sharing online resources through social bookmarking, we selected three essential functions for our system: 1) multimodal visualization of learning materials through two forms (e.g., list and graph), 2) personalized recommendation of learning materials, and 3) explicit designation of learners of their interest. After developing web-based WeStudy system, we conducted usability testing through the heuristic evaluation method that included seven heuristic indices: features and functionality, cognitive page, navigation, search and filtering, control and feedback, forms, context and text. We recruited 10 experts who majored in Human Computer Interaction and worked in the same field, and requested both quantitative and qualitative evaluation of the system. The evaluation results show that, relative to the other functions evaluated, the list/graph page produced higher scores on all indices except for contexts & text. In case of contexts & text, learning material page produced the best score, compared with the other functions. In general, the explicit designation of learners of their interests, one of the distinctive functions, received lower scores on all usability indices because of its unfamiliar functionality to the users. In summary, the evaluation results show that our system has achieved high usability with good performance with some minor issues, which need to be fully addressed before the public release of the system to large-scale users. The study findings provide practical guidelines for the design and development of various systems that utilize collective intelligence.

Consumers' Usage Intentions on Online Product Recommendation Service -Focusing on the Mediating Roles of Trust-commitment- (온라인 상품추천 서비스에 대한 소비자 사용 의도 -신뢰-몰입의 매개역할을 중심으로-)

  • Lee, Ha Kyung;Yoon, Namhee;Jang, Seyoon
    • Journal of the Korean Society of Clothing and Textiles
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    • v.42 no.5
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    • pp.871-883
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    • 2018
  • This study tests consumer responses to online product recommendation service offered by a website. A product recommendation service refers to a filtering system that predicts and shows items that consumers would like to purchase based on their searches or pre-purchase information. The survey is conducted on 300 people in an age group between 20 and 40 years in a panel of an online survey firm. Data are analyzed using confirmatory factor analysis and structural equation modeling by AMOS 20.0. The results show that personalization quality does not have a significant effect on trust, but relationship quality and technology quality have a positive effect on trust. Three types of quality of recommendation service also have a positive effect on commitment. Trust and commitment are factors that increase service usage intentions. In addition, this study reveals the moderating effect of light users vs heavy users based on online shopping time. Light users show a negative effect of personalization quality on trust, indicating that they are likely to be uncomfortable to the service using personal information, compared to heavy users. This study also finds that trust vs commitment is an important factor increasing service usage intentions for heavy users vs light users.

Development of the Packaging Specification Design System Based on Web Online Packaging IT Service (온라인 기반의 패키징 IT 서비스를 위한 패키징 디자인 사양 설계 시스템 개발에 관한 연구)

  • You, Yeon-Hwa;Jang, Dong-Sik;Park, Sang-Hee;Shim, Jin-Kie;Lee, Jun-Young
    • Journal of Information Technology Services
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    • v.11 no.2
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    • pp.275-289
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    • 2012
  • Although the specification of packaging box is one of the most important process to be considered before deciding cost in terms of production and logistics, there are no efficient services in our country at this time as such the making decision only through the empirical knowledge. In this research, we have developed the packaging specification design system based on the web online packaging IT service. The developed system was advanced from the existing-inefficient process of deciding the specification of packaging box, and which can decide the specification of packaging box considering the efficiency of logistics through use of IT based tool. Therefore, this study shows applied cases of normalized packaging process through the obtained packaging design simulation program. The packaging specification design system can provide the simulation and user interface. Those could calculate the specification of packaging box(packaging box size, packaging box quantity, packaging box pattern, packaging compressive strength, packaging cost etc.) considering the efficiency of logistics.