• 한국산업정보학회논문지
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• 제11권2호
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• pp.29-39
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• 2006

온라인 쇼핑몰을 운영함에 있어서 서비스 품질과 신뢰는 매우 중요한 사안이다. 본 연구는 온라인 서비스 품질과 신뢰가 고객만족과 충성도에 미치는 영향을 살펴보고, 그 상대적 영향력을 분석하는데 초점을 맞추었다. 아울러 온라인 상황에서 서비스 품질의 여러 요소가 전반적 서비스 품질에 미치는 영향과 신뢰의 여러 요소가 전반적 신뢰에 미치는 영향을 분석하였다. 그 결과, 전체적으로 서비스 품질보다 신뢰가 더 큰 영향력을 미치고 있음을 밝혔다.

• International Journal of Computer Science & Network Security
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• 제23권6호
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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.

• 한국정보과학회논문지:컴퓨팅의 실제 및 레터
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• 제16권7호
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• pp.814-818
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• 2010

온라인 소셜 네트워킹 서비스는 현실에 존재하는 인적 네트워크를 온라인 상에서도 형성할 수 있는 서비스를 제공해준다. 최근 급격하게 확산되고 있는 트위터는 온라인으로 형성된 소셜 네트워킹 서비스가 무한히 커질 수 있음을 보여주었다. 본 연구에서는 트위터 메시지와 장소 인식 기술을 통해 근처에 있는 트위터 친구의 존재를 알려주는 서비스를 제안한다. 본 서비스가 제공해주는 기능을 효과적으로 활용하여 오프라인 만남이 활성화되면 온라인으로 형성된 소셜 네트워크가 현실에 존재하는 인맥으로 확장되는 효과를 거둘 수 있다.

• 품질경영학회지
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• 제28권3호
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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.

• 한국IT서비스학회지
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• 제10권2호
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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.

• 한국콘텐츠학회논문지
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• 제22권4호
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• pp.172-181
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• 2022

본 연구는 온라인으로 화훼를 구매하는 환경의 변화 속에서 밀레니얼 세대의 화훼서비스에 대한 디자인 니즈를 알아보고자 한다. 이를 위해 먼저 밀레니얼 세대의 소비성향과 온라인 화훼구매 경향을 알아보았다. 그리고 꽃다발 제품을 중심으로 온라인 화훼상품 서비스인 화훼 배달 전문쇼핑몰과 화훼시장의 새로운 트렌드인 화훼 정기 구독 서비스의 시장 현황을 조사하였다. 이를 바탕으로 온라인 화훼서비스 개선을 위한 설문조사를 실시하였다. 조사 결과 밀레니얼 세대는 브랜드화된 화훼제품을 구매하길 원하고 친환경 화훼제품에 대한 선호가 높으며, 화훼디자인에 대한 개방성이 강한 것으로 나타났다. 또한 밀레니얼 세대는 현재 화훼 배달 전문쇼핑몰에서 주로 판매하는 크고 화려한 장미류의 디자인보다는 크고 작은 꽃이 섞인 자연스러운 품종의 꽃다발 디자인을 남녀 모두 선호하는 것으로 나타났다. 따라서 본 연구를 통해 밀레니얼 소비자의 니즈에 맞는 온라인 화훼서비스디자인이 개선되어 화훼구매가 활성화되고 새로운 온라인 화훼서비스 디자인 연구로 확장되는 계기가 되길 바란다.

• Journal of Information Technology Applications and Management
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• 제29권6호
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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.

• 한국조리학회지
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• 제23권7호
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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.

• 디자인융복합연구
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• 제16권3호
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• pp.69-84
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• 2017

서비스 블루프린트(Service blueprint)는 새로운 서비스 시스템을 제안하는 단계에서 고객을 중심으로 각 서비스 요소 간의 상호작용을 한 눈에 보여 주고 서비스 전체의 흐름을 파악하기 위해 사용되는 것으로서 온라인 비즈니스가 개발되기 전인 1980년대에 제안된 것이다. 그러나 오늘날의 서비스는 제품 서비스 시스템(PSS)으로 확장되거나, 온라인과 오프라인으로 채널이 다양해져, 기존의 서비스 블루프린트는 이를 표현하기에 불충분하다. 이에 본 연구는 각 비즈니스에 최적화된 서비스 블루프린트 유형을 제안하고자 하였다. 이를 위해 연구에 활용될 PSS사례 137개를 수집한 후 비즈니스 매트릭스를 제작하여 사례를 분류하고, 대표사례를 선정하여 총 두 차례의 실험을 진행하였다. 그 결과 매트릭스에 대응하는 6가지의 서비스 블루프린트 유형인 온라인 서비스형, 온라인 원격지원형, 셀프렌탈형, 온라인 주문형, 전통적 유형, 오프라인 지원형을 도출할 수 있었다. 이후 해당 유형의 적합성을 판단하기 위하여 검증을 진행하여 제안한 서비스 블루프린트의 6가지 유형이 적합함을 확인하였다. 이를 통하여 PSS디자인 또는 개발 시 비즈니스의 특성에 맞게 선택적으로 사용할 수 있음을 입증하였고, 향후 본 연구에서 제안하는 서비스 블루프린트의 유형이 클라이언트에게 효과적으로 전달될 수 있는 템플릿이 되길 바라며 서비스 디자이너나 개발자, 기획자와의 커뮤니케이션에도 효과적으로 사용되길 기대한다.

• Asia pacific journal of information systems
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• 제19권1호
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• pp.147-165
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• 2009

Virtual community(VC) will increasingly be organized as commercial enterprises, with the objective of earning an attractive financial return by providing members with valuable resources and environment. For example, Cyworld.com in Korea uses several community services to enable customers of Cyworld to take control of their own value as potential purchasers of products and services. Although initial adoption is important for online network service success, it does not necessarily result in the desired managerial performance unless the initial usage is continuously related to the continuous usage and purchase. Particularly, the customer who receives relevant online services and is well equipped with online network services, will trust the online service provider and perceive less risk and experience more activities such as continuous usage and purchase. Thus, how to promote continued online service usage or, alternatively, how to prevent discontinuance is a critical issue for VC service providers to consider. By aggregating a wide range of information and online environments for customers and providing trust to its members, the service providers of virtual communities help to reduce the perceived risk of continuous usage and purchase. Drill down, online service managers realize that achieving strong and sustained customers who continuously use online service and purchase on it is crucial. Therefore, the research into this online service continuance will identify the relationship between the initial usage and the continuous usage and purchase. The research of continuous usage or post adoption has recently emerged as an important issue in the IS literature. Individuals' information systems(IS) continuous usage decisions are congruent with consumers' repeat purchase decisions. The TAM(Technology Acceptance Model) paradigm has been strongly confirmed across a wide range from product purchase on EC to online service usage contexts. The analysis of IS usage based on TAM has proven to be successful across almost online service contexts. However, most of previous studies have focused on only an area (i.e., VC or EC). Just little research has tried to analyze the relationship between VC and EC. The effect of some factors on user intention, captured through several theories such as TAM, has been demonstrated. Yet, few studies have explored the salient relationships of VC users' EC acceptance. To fill this gap between VC and EC research, this paper attempts to develop a research model that extends the TAM perspective in view of the additional contributions of trust in the service provider and trust in members on some factors that affect EC and VC adoption. In this extension, we applied the TAM-to-TAM(T2T) model, and analyzed the transfer effect of trust between these two TAMs. The research model was empirically tested on the context of a social network service. The model was to extend TAM with the trust concept for the virtual community environment from the perspective of tasks. By building an extended model of TAM and examining the relationships between trust and the existing variables of TAM, it is aimed to explain a user's continuous intention to use VC and purchase on EC. The unit of analysis in this paper is an individual user of a virtual community. The population of interest is the individual with the experiences in virtual community. The data for this paper was made available via a Web survey of VC users. In total, 281 cases were gathered for about one week, but there were some missing values in the sample and there were some inappropriate cases. Thus, only 248 cases were finally analyzed. We chose the structural equation analysis to test the hypotheses and it is better suited for explaining complex relationships than the other methods. In this test, AMOS was used to test the Structural Equation Model (SEM). Noticeable results have been found in the T2T model regarding the factors affecting the intention to use of virtual community and loyalty. Our result showed that trust transfer plays a key role in forming the two adoption beliefs. Overall, this study preliminarily confirms the salience of trust transfer in online service.