• 지식경영연구
• /
• 제11권1호
• /
• pp.1-17
• /
• 2010

As information technology had shown tremendous development in late 20th century, various service opportunities appeared in many industries. Also, new types of service are becoming available such as, reservation, teleconsultation, telemedicine. In health care industry, in which, many hospitals are faced operational difficulties and competing impetuously, a web site has become a effective tool to attract patients and transfer tremendous health information to the patients. This study is based on many previous researches on online service quality, try to figure out e-service quality factors of health information sites, and the factors' effect on users' satisfaction on the web site via providing knowledge and trust on the web site. As a result, usability, site aesthetic, responsiveness and security are the 4 factors to measure e-service quality of health information web site. All factors except site aesthetic have significant effects on providing knowledge, security only effects on trust on the web site.

• 한국의류학회지
• /
• 제42권5호
• /
• pp.871-883
• /
• 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.

• 경영정보학연구
• /
• 제20권2호
• /
• pp.111-137
• /
• 2018

의료보험 혜택의 증가 및 베이비붐 세대의 노인 인구 증가 등에 기인하여 2020년에는 헬스케어로 소비되는 금액이 미국 GDP의 20%를 차지할 것으로 전망되고 있다. 이처럼 헬스케어 산업이 발전하면서 병원의 의료서비스 간 경쟁도 치열해지며, 의료서비스 품질을 관리하고자 하는 병원의 니즈가 증가해 왔다. 더불어 온라인 리뷰가 병원 품질을 예측하는 하나의 도구로 활용되면서 병원 온라인 리뷰에 대한 관심 또한 증대되었다. 소비자들은 의료서비스 제공자를 선택함에 있어서도 온라인 리뷰를 참고하는 경향을 보이며, 서비스를 제공받은 후 서비스 품질에 대해 온라인상에서 평가를 진행한다. 따라서 본 연구는 온라인 리뷰 사이트인 Yelp의 병원 리뷰를 중심으로 고객이 평가한 서비스 품질 유형의 감성 수준이 병원 평가에 미치는 영향을 파악하는 것을 목적으로 한다. 본 연구는 1차적으로 온라인에서 수집한 대량의 텍스트 데이터를 SERVQUAL 이론의 다섯 가지 서비스 품질 측정 지표로 구분한다. 다음으로 지표 별 감성 수준을 병원 단위로 도출한 뒤, 각 SERVQUAL 지표의 감성 수준이 병원 평가에 미치는 영향을 계량경제학적으로 분석한다. 또한, 병원의 네 가지 특성인 운영 목적(비영리 여부), 병원이 위치한 도시의 인구밀도, 보유 침대 수, 그리고 응급센터로 운영 여부가 병원 평가에 어떠한 상호작용 효과를 나타내는지 분석한다. 본 연구 결과를 통해 병원 경영 실무자들에게 온라인 상의병원 평판을 긍정적으로 형성해 나가려면 어떠한 서비스 품질을 더욱 집중 관리해야 하는지 방향을 제시해 줄 수 있을 것으로 기대한다.

• 산경연구논집
• /
• 제9권7호
• /
• pp.61-70
• /
• 2018

Purpose - The purpose of this research is reflected on the rapid development of online tourism industries. The study was to establish the strategy for Korean tourism enterprises to develop tourist commodities suitable for Chinese tourists and attract them to visit Korea by the empirical analysis of the relation between repurchase intention of tourists and its premise variables (e-service quality, perceived value and satisfaction). Research design, data, and methodology - This research carried out a questionnaire survey on Chinese tourists who visited Korea with experience of using the online travel agency web sites. A total 398 answers were recovered, 41 of them were excluded due to the dishonest answers and 357 of them were finally analyzed. The data was analyzed with IBM SPSS AMOS 22.0. Results - The research results show that in the online travel agency web site e-service quality, convenience, interactivity, information validity, credibility had a positive impacts on perceived value and satisfaction. The perceived value of online travel agency website users has positive impart on satisfaction and repurchase intention. Satisfaction of online travel agency web site users have positive impacts on repurchase intention. But safety has no impact on perceived value while positive impacts on satisfaction was affected. Conclusions - First, in the online travel agency web site e-service quality, safety has no impact on perceived value while it was shown to have positive impacts on satisfaction because the users of online travel agency web sites believe that the protection of personal information, the defense of cracker and the safeguard of payment security are the basic premises of website operation. Although safety does not have impacts on perceived value, users benefits will suffer damage when hacker intrusion and other accidents occur so that online travel agency web sites should not ignore the security concerns. Second, credibility is a major concern for online travel agency web site users. At this time, it is necessary for the web site to establish a system to display both the commodity information and the using experience published on the user's SNS, thus improving the credibility of the website information.

• 유통과학연구
• /
• 제20권5호
• /
• pp.49-64
• /
• 2022

Purpose: This research aims to determine the quality of online store designs that make consumers who use online market board applications have the urge to make impulse buying. This research was conducted because impulse buying is the most common buying behavior. Research design, data and methodology: This research used non-probability sampling. The sample size was 195 respondents from the distribution and service industries by applying a purposive sampling technique. The data collection technique employed a questionnaire distributed online according to predetermined criteria: mobile device users who accessed the online market board application and made at least one purchase in the last six months. The data analysis method utilized was structural equation modeling (SEM). Results: The findings revealed that usability, functionality, and sociability factors affected hedonic and utilitarian search. Furthermore, these findings proved that hedonic search affected impulse buying drives. In contrast, the utilitarian search did not affect impulse buying drives. Conclusions: The usability, functionality, and sociability factors supported hedonic and utilitarian searches. Consumer information security increased consumer confidence in an online store because it was considered to protect matters related to their privacy. The hedonic search also increased impulse buying drives. Consumers prefer to use their spare time to search through online market board applications, which provide many attractive promos.

• Asia pacific journal of information systems
• /
• 제31권4호
• /
• pp.491-526
• /
• 2021

Airlines can employ a variety of quality monitoring procedures. In this study, we employ a content analysis of 8 years of online reviews for Korean airlines in contrast to other international airlines. Online airline reviews are infrequent, relative to the total number of passengers - the number of reviews is multiple orders of magnitude lower than passenger volumes - and online airline reviews are, therefore, not representative of passenger attitudes overall. Nevertheless, online reviews may be indicative of specific service issues, and draw attention to aspects that require further study by airline operators. Furthermore, significant words and phrases used in these airline reviews may help airline operators to rapidly automate filtering, partitioning, and analysis of incoming passenger comments via other channels, including email, social media posts, and call center transcripts. The current study provides insights into the contents of online reviews of Korean vs Other-International airlines, and opportunities for service enhancement. Further, we provide a set of marker words and phrases that may be helpful for management dashboards that require automated partitioning of passenger comments.

• Fashion, Industry and Education
• /
• 제14권1호
• /
• pp.31-39
• /
• 2016

With the emergence of online communities, the role of online communities in establishing brand equity has been greatly emphasized. In order to enhance our understanding of commitment in online brand communities, the present study attempts to investigate how three dimensions of community commitment (continuance, affective, and normative commitment) influence each component of brand equity (brand awareness, brand association, perceived quality, and brand loyalty) in the context of company-initiated online brand community. An online survey was conducted with a sample of online brand community members. The results found differential impacts of three types of community commitment on brand equity components, emphasizing the role of continuance and affective commitment. Continuance community commitment positively influenced brand awareness and brand association. Affective community commitment positively affected perceived quality, while among the three, only continuance and affective community commitment influenced the enhancement of brand loyalty. The results suggest that brand marketers need to focus on continuance and affective commitment factors in their online communities to effectively enhance brand equity possessed by consumers. Theoretical and managerial implications are provided.

• 수산경영론집
• /
• 제55권1호
• /
• pp.37-53
• /
• 2024

In the post-COVID-19, the food industry is rapidly reshaping its market structure toward online distribution. Rapid delivery system driven by large distribution platforms has ushered in an era of online distribution of fresh seafood that was previously limited. This study surveyed 1,000 consumers nationwide to determine their online seafood purchasing behaviors. The research methodology used factor analysis of consumer lifestyle and Heckman's ordered probit sample-selection model. The main results of the analysis are as follows. First, quality, freshness, selling price, product reviews from other buyers, and convenience are particularly important considerations when consumers purchase seafood from online shopping. Second, online retailers and the government must prepare measures to expand seafood consumption by considering household characteristics and consumer lifestyles. Third, it was analyzed that consumers trust the quality and safety of seafood distributed online platforms. It is not possible to provide purchase incentives to consumers who consider value consumption important, so improvement measures are needed. The results of this study are expected to provide implications on consumer preferences to online platforms, seafood companies, and producers, and can be used to establish future marketing strategies.

• International Journal of Costume and Fashion
• /
• 제9권2호
• /
• pp.19-34
• /
• 2009

The purpose of this paper was to provide an overview of the existing literature on online visual merchandising and to propose an alternative theoretical framework in which online visual merchandising research can be conducted. Two streams of research including the e-tail service quality literature and the store environment literature from environmental psychology perspectives were reviewed in the context of online visual merchandising. An impression formation paradigm from social psychology was adopted to establish the alternative framework to supplement the existing online visual merchandising research and generate deeper insights into the online visual merchandising phenomenon.

• Clinics in Shoulder and Elbow
• /
• 제26권3호
• /
• pp.238-244
• /
• 2023

Background: Many patients use online resources to educate themselves on surgical procedures and make well-informed healthcare decisions. The aim of our study was to evaluate the quality and readability of online resources exploring shoulder arthroplasty. Methods: An internet search pertaining to shoulder arthroplasty (partial, anatomic, and reverse) was conducted using the three most popular online search engines. The top 25 results generated from each term in each search engine were included. Webpages were excluded if they were duplicates, advertised by search engines, subpages of other pages, required payments or subscription, or were irrelevant to our scope. Webpages were classified into different source categories. Quality of information was assessed by HONcode certification, Journal of the American Medical Association (JAMA) criteria, and DISCERN benchmark criteria. Webpage readability was assessed using the Flesch reading ease score (FRES). Results: Our final dataset included 125 web pages. Academic sources were the most common with 45 web pages (36.0%) followed by physician/private practice with 39 web pages (31.2%). The mean JAMA and DISCERN scores for all web pages were 1.96±1.31 and 51.4±10.7, respectively. The total mean FRES score was 44.0±11.0. Only nine web pages (7.2%) were HONcode certified. Websites specified for healthcare professionals had the highest JAMA and DISCERN scores with means of 2.92±0.90 and 57.96±8.91, respectively (P<0.001). HONcode-certified webpages had higher quality and readability scores than other web pages. Conclusions: Web-based patient resources for shoulder arthroplasty information did not show high-quality scores and easy readability. When presenting medical information, sources should maintain a balance between readability and quality and should seek HONcode certification as it helps establish the reliability and accessibility of the presented information. Level of evidence: IV.