• 한국콘텐츠학회논문지
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• 제13권12호
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• pp.931-944
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• 2013

전자상거래의 확산과 문화산업의 발전에 따라 다양한 문화상품의 온라인 거래가 활성화되고 있으며 이를 취급하는 웹사이트의 품질수준이 고객의 구매의사결정에 많은 영향을 미치고 있다. 본 논문의 목적은 정보 및 인터페이스 품질이 문화상품 고객의 정보서비스만족도와 온라인구매의도에 어떠한 영향을 주며, 이들 관계가 문화상품에 대한 고객관여도에 따라 조절효과를 보이는지를 실증 분석하는데 있다. 연구결과는 다음과 같다. 첫째, 전체적으로 웹사이트에서 제공되는 정보품질 및 인터페이스품질은 모두 정보서비스 만족도와 온라인구매의도에 유의적 영향을 미친다. 둘째, 정보서비스만족도가 높을수록 고객의 온라인구매 의도가 높아지며 이는 고객관여도의 수준과 상관없다. 셋째, 고객관여도가 낮은 경우 정보품질이 온라인구매의도에 미치는 영향은 유의적이지 못하며 인터페이스품질은 유의적인 영향을 미친다. 반대로 고객관여도가 높은 경우는 정보품질은 유의적 영향을 주지만 인터페이스품질은 유의적 영향이 없는 것으로 나타났다. 결국, 고객의 정보서비스만족도를 높이기 위해서는 정보 및 인터페이스 품질 모두의 제고가 필요하며, 온라인구매의도의 경우 고객의 관여도 수준에 따라 중요한 품질요인이 달라질 수 있음을 보여주었다. 이러한 연구 결과는 문화상품 구매사이트의 효과적인 구축 및 운영 전략 수립에 도움이 될 것으로 기대된다.

• 문화기술의 융합
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• 제6권4호
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• pp.171-177
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• 2020

본 연구는 온라인 여행사를 이용한 중국 개별여행객을 중심으로 e-서비스품질이 관계품질과 재이용의도에 미치는 영향을 파악하기 위하여 실시하였다. 연구대상은 방한 중국 여행객 중 온라인 여행사 이용 경험이 있는 개별여행객으로 선정하였으며 중국여행객들이 가장 많이 이용하고 있는 제주국제공항에서 설문조사를 실시하였다. 자료 수집은 2019년 7월 15일부터 2019년 7월 21일까지 7일 동안 이루어졌다. 총 320부를 배포하여 최종 유효한 설문지 300부를 분석에 사용하였다. 연구결과, 온라인 여행사의 e-서비스품질 요인이 관계품질(만족, 신뢰)에 미치는 영향에서는 e-서비스품질의 편의성, 개별성, 정확성, 가격매력성 모든 요인이 영향을 미치는 것으로 나타났으며 만족도와 신뢰도 모두에 '정보의 정확성'이 가장 큰 영향을 미친 것으로 파악되었다. 온라인 여행사의 관계품질과 재이용의도의 영향관계에서는 모든 하위요인인 만족과 신뢰 요인들이 재이용의도에 영향을 미치는 것으로 파악되었다. 향후 온라인 여행사를 이용한 중국 여행객에 대한 마케팅적 기초자료를 관계자와 실무자들에게 제공하고자 한다. 특히 중국 개별여행객들의 관광 행동을 중심으로 효과적인 온라인 여행사와의 업무적 협력관계 방안과 전략적 대안을 제시하고자 한다.

• International Journal of Costume and Fashion
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• 제12권2호
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• pp.1-14
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• 2012

To date most of the research concerning e-service quality in the context of online apparel settings has had a female or a generalized for gender and age focus. To expand the scope of understanding of online consumers, this study focuses on the key dimensions of e-service quality which affect male Generation Y consumers' e-satisfaction which in turn may affect their e-loyalty. A convenience sample of male college students was recruited from a Korean university. The findings of this study showed that privacy, personalization, efficiency, and website design were the key dimensions that have significant positive relationships with e-satisfaction. The positive relationship between e-satisfaction and e-loyalty was also confirmed. Managerial implications and suggestions for further research are further discussed.

• The Journal of Asian Finance, Economics and Business
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• 제4권3호
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• pp.85-94
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• 2017

The paper examines critical factors affecting consumer behavioral intentions in accepting online health communication through social networking sites. Unlike recent research under this topic, the paper assimilates some components of service quality dimensions and consumer behavior theories. The paper employs factor analysis and structural equation modelling analysis with latent variables to identify critical factors from the survey data collected from Korean consumers. The results of the study identifies three major constructs: consumer needs for health information, the perceived value of tangible attributes of health information providers, and the perceived value of intangible attributes of health information providers. The results show that consumer needs for health information and the tangible and intangible attributes of health information providers should be considered as important antecedents of accepting online health communication through social networking sites. The findings suggest that the success of online health communication via social networking sites largely depends on the tangible and intangible attributes of health information providers.

• 지식경영연구
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• 제19권2호
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• pp.109-132
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• 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.

• Asia pacific journal of information systems
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• 제33권3호
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• pp.677-701
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• 2023

With the rapid advancement of social media analytics and artificial intelligence, many studies have used online customer reviews as an important source to measure service quality in many industries, including the hotel industry. However, these studies have failed to identify the relative importance of different dimensions of service quality and their role in customer satisfaction. To fill this research gap, this study aims to identify the effects of service quality on hotel customer satisfaction from the multidimensional perspectives using sentiment analysis with self-training on online reviews. Additionally, the moderating role of the brand of origin for each service quality dimension is also investigated. Drawing on the SERVQUAL model and brand of origin concept, this study develops 12 hypotheses and empirically tests them using 30,070 online customer hotel reviews collected from TripAdvisor.com. The results indicated that overall service quality and each dimension of SERVQUAL significantly influenced customer satisfaction of hotels. The results also confirmed the moderating effects of brand of origin on overall service quality. However, the moderating effects of brand of origin for the tangible, reliability, and empathy dimensions of service quality were significant, whereas the effects for responsiveness and assurance were not. This study sheds new light on service quality measurement by analyzing the multidimensional features of service quality and the role of brand of origin in the hotel service context.

• 사물인터넷융복합논문지
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• 제8권5호
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• pp.47-54
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• 2022

사물인터넷의 급격한 발전은 기존에 존재하지 않던 형태의 새로운 서비스를 이끌어 내었고, 이는 곧 기존 네트워크에 대한 변화를 요구하였다. 본 연구는 패션쇼핑몰을 이용하는 중국 소비자들의 온라인 패션쇼핑몰의 서비스품질, 만족, 재구매 의도 간의 관계 그리고 온라인 리뷰의 조절 효과를 검증하고자 한다. 연구의 결과는 중국인 20대 30대 소비자의 관점에서 서비스 품질의 유형성, 신뢰성, 편의성, 상호작용성이 고객만족도와 재구매의도의 결과변수에 각각 긍정적인 영향을 미치는 결과가 나타났다. 또한 온라인 리뷰 중 부정적인 리뷰가 재구매 의도에 큰 영향을 미쳤다. 연구의 결과에 따라 온라인 패션쇼핑몰을 위하여 온라인 제품리뷰에 미치는 영향과 온라인 제품리뷰 수용에 대한 심층적인 이해를 높이고, 향후 패션 기업이 온라인 제품리뷰 정보를 효과적으로 관리 할 수 있는 전략을 수립하는데 도움이 될 수 있을 것이다.

• 한국산업융합학회 논문집
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• 제27권2_2호
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• pp.425-435
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• 2024

The purpose of this study was to identify factors influencing learning satisfaction of nursing students in online non-face-to-face classes during COVID-19 pandemic. 138 undergraduate nursing students were recruited from C nursing colleges of C city in Gyungnam. Data was collected using a self-reported online-questionnaire from 5 January to 18 January, 2022. Collected data were analyzed by SPSS/WIN 27.0 program using descriptive statistics, t-test, ANOVA, Pearson's correlation coefficient, and multiple regression. Factor influencing learning satisfaction among undergraduate nursing students on online non-face-to-face classes during COVID-19 pandemic were teaching presence(presence of teacher)(𝛽=.43, p<.001), instructional quality(content qualities)(𝛽=.41, p<.001), Satisfaction of nursing major(satisfaction)(𝛽=.13, p<.001). instructional quality(interface)(𝛽=.12, p=.036), which explained about 85.3% of total variance(F=192.78, p<.001). Therefore, in order to improve class satisfaction in online non-face-to-face classes, it is necessary to operate classes that prioritize the presence of teacher so that learners can recognize and trust the presence of teacher by passionately professional performing. And, among instructional quality, we should be strengthen the usefulness of learning materials, content factors related to tests and assignments, and strive to improve satisfaction of nursing major. In addition, it is necessary to prepare and operate classes that fully consider the interface factors related to the manual composition and system convenience for online classes among the quality factors of classes.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2006년도 추계 학술대회
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• pp.360-365
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• 2006

Most organizations adopt a process-based approach to manage their operations and now business process management(BPM) is a well-established concept. Because ISO 9001:2000 emphasizes process based, Korea Institute of Science and Technology Information has taken ISO 9001:2000 certificate in November 11, 2003 and now implements quality management systems based on BPMS further applies Hypertext. We call it Online KQMS (KISTI Quality Management System). And Online KQMS is implemented under a platform independent framework based on the web environment. Online KQMS based on BPMS and Hypertext is a new example in field of ISO quality management and is expected to support process management well.

• 디지털융복합연구
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• 제5권1호
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• pp.141-157
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• 2007

Due to the development of Internet and networking technologies, it is much more easier to get in touch with public service through the web services such as tax, travel information, getting a job, etc. In order to measure the quality of official government web sites, we are to test the difference between the web quality of the government sites and the offline feature of the same official service by means of customer perspectives. The resulting of this study show that the quality of official web site has been improved so far though such areas as privacy, security needed to be updated. Especially the web interface or contact point of the digital media should be reflected customer's need so that the online materials may be quickly updated according to the request of client's.