• 한국의류학회지
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• 제35권6호
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• pp.700-711
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• 2011

The purposes of the study were to identify the online service attributes that contribute to online consumer experiences of satisfaction, service failure, and service recovery and to examine whether differences exist in these attributes between U.S. and Korea. E-A-S-QUAL provided a useful framework for the study. Focus group interviews and web surveys were conducted by utilizing college students in both countries. No significant cultural differences were found in online service dimensions of service satisfaction. Personalization was the most frequently mentioned online service dimension of service satisfaction both in the U.S. and Korea. The findings showed significant cultural differences in terms of online service dimensions responsible for service failure and recovery. For Korean consumers, merchandising was one of the key online service dimensions of service failure, while efficiency was the important service dimension resulting in service failure for the U.S. consumers. In addition, for U.S. consumers, efficiency and personalization were the two most frequently mentioned service dimension for service recovery, while Korean consumers put more importance on the contact and information dimensions for service recovery. This study provided a comprehensive list of online service attributes important to online apparel retailing.

• 동아시아경상학회지
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• 제6권2호
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• pp.14-27
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• 2018

Purpose - The purpose of this study is to analyze the effect of 'delivery service quality' of online fresh food shopping malls on 'e-satisfaction' and 'repurchase intention' of online customers. Research design, data, and methodology - To demonstrate the relationship between the delivery service quality of online fresh food shopping mall and the e-customer satisfaction and repurchase intention, the research model was designed with 5 sub-factors (promptness, accuracy, economy, safety, information) based on the contents of previous studies. The data collection is conducted with sampling survey. The participants are customers who have visited, purchased and received their orders within the last 6 months in online fresh food shopping malls. This study analyzed collected data, then confirmed and finalized the hypothesis by using IBM SPSS Statistics 21.0 statistical program. Results - Hypothesis 1: The service quality of online fresh food shopping mall will have a statistically significant effect on online customers' e-customer satisfaction. Hypothesis 2: The service quality of online fresh food shopping mall will affect the repurchase intention of online customers. Hypothesis 3: The e-customer satisfaction of online fresh food shopping mall will have a statistically significant effect on repurchase intention. Among the 5 sub-factors (promptness, accuracy, economy, safety, information) of delivery service quality, three factors such as promptness, accuracy, and safety have stronger influence on e-satisfaction and repurchase intention of online customers. Conclusions - This study has proven the feasibility and viability of the hypotheses that 1) The excellent delivery service quality of an online fresh food shopping mall primarily affects e-customer satisfaction; and that 2) Ecustomer satisfaction will secondarily serve to improve repurchase intention.

• 기독교교육논총
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• 제72권
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• pp.225-244
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• 2022

연구 목적 : 본 연구는 코로나19 시기 한국 교회에서 실시한 온라인 예배에 대한 이해를 위해 온라인 예배 내용, 온라인 예배를 통한 목회자 및 평신도와의 상호작용, 온라인 예배 환경, 온라인 예배 만족도의 차이가 있는지 확인하고, 온라인 예배 만족도에 영향을 주는 변인을 분석하고자 하였다. 연구 내용 및 방법 : 수도권 지역에 거주하는 만 18세 이상의 기독교인을 대상으로 온라인 설문조사 방식으로 실시하였으며, 최종 176명이 참여하였다. 집단 간 평균 차이를 밝히기 위해 t-test, ANOVA 분석을 하였고, 온라인 예배 만족도에 영향을 주는 변인이 무엇인지 확인하기 위해 위계적 회귀분석을 실시하였다. 결론 및 제언 : 출석하는 교회 규모, 신앙 기간, 직분에 따라 온라인 예배 내용, 온라인 예배를 통한 목회자 및 평신도와의 상호작용, 온라인 예배 환경, 온라인 예배 만족도에서 집단 별 차이를 보였다. 온라인 예배 만족도에 영향을 주는 요인으로 평신도와의 상호작용, 온라인 예배 환경, 온라인 예배 내용 순으로 나타났다. 이러한 연구 결과를 바탕으로 코로나19 이후 지속될 온라인 예배 만족도 향상에 관한 논의 및 후속 연구를 위한 논의를 제시하였다.

• 디지털융복합연구
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• 제7권3호
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• pp.123-135
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• 2009

The considerable progress of IT industry has changed the industrial structure and lifestyle of our society. One of the remarkable fields of IT industry is online game industry. It showed rapid growth for the past decade. But in recent years online game industry faced with the limit of its growth for a number of reasons. To overcome such situation, online game companies should improve functions of game and analyze their customer's needs for sustainable growth through increasing customer satisfaction and loyalty. The purpose of the study is to investigate and evaluate the factors of online game service quality and the relation of customer satisfaction and loyalty. SPSS 14.0 and AMOS 7.0 are used for experimental research. Through reliability and validity test, service quality factors influencing the customer satisfaction are appeared to be 5 latent variables(reliability, responsiveness, assurance, empathy, tangibles). In addition, by structural equation model and covariance structural model, the result showed that empathy is the most influenced factor to customer satisfaction and customer satisfaction has positive effect on customer loyalty. The results of this research have important implications for explaining an mechanism for service quality of online game, customer satisfaction and loyalty and they might provide operational guidelines to the online game service company.

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

• 대한가정학회지
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• 제47권7호
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• pp.73-82
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• 2009

The purpose of this study was to examine the effect of perceived justice associated with service recovery on perceived service quality, and the relationships among perceived service quality, customer satisfaction and behavioral intentions in online apparel shopping contexts. Justice theory provided the theoretical framework for this study. The research strategy employed an online survey methodology. Online shoppers (N=669) who had experiences in service failure and dissatisfactions completed a questionnaire. The model of the study was tested by structural equation modeling (SEM) and the results of SEM revealed positive effect of perceived justice regarding service recovery on perceived service quality, positive effect of perceived service quality on customer satisfaction, and positive effect of customer satisfaction on behavioral intention. The results of this study have implications for online retailers. Online retailers need to understand the importance of service recovery by which service failures are managed.

• 품질경영학회지
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• 제49권4호
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• pp.595-607
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• 2021

Purpose: This study introduces a systematic framework to evaluate service satisfaction of cosmetic brands through online review analysis utilizing Text-Mining technique. Methods: The framework assumes that the service satisfaction is evaluated by positive comments from online reviews. That is, the service satisfaction of a cosmetic brand is evaluated higher as more positive opinions are commented in the online reviews. This study focuses on two approaches. First, it collects online review comments from the top 50 global cosmetic brands and evaluates customer service satisfaction for each cosmetic brands by applying Sentimental Analysis and Latent Dirichlet Allocation. Second, it analyzes the determinants that induce or influence service satisfaction and suggests the guidelines for cosmetic brands with low satisfaction to improve their service satisfaction. Results: For the satisfaction evaluation, online review data were extracted from the top 50 global cosmetic brands in the world based on 2018 sales announced by Brand Finance in the UK. As a result of the satisfaction analysis, it was found that overall there were more positive opinions than negative opinions and the averages for polarity, subjectivity, positive ratio, and negative ratio were calculated as 0.50, 0.76, 0.57, and 0.19, respectively. Polarity, subjectivity and positive ratio showed the opposite pattern to negative ratio, and although there was a slight difference in fluctuation range and ranking between them, the patterns are almost same. Conclusion: The usefulness of the proposed framework was verified through case study. Although some studies have suggested a method to analyze online reviews, they didn't deal with the satisfaction evaluation among competitors and cause analysis. This study is different from previous studies in that it evaluates service satisfaction from a relative point of view among cosmetic brands and analyze determinants.

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

• 유통과학연구
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• 제14권8호
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• pp.67-75
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• 2016

Purpose - This paper aims to measure the overall satisfaction of online grocery shopping and identify the quality components of online grocery delivery service. Furthermore, we examine the relationship between service quality, customer loyalty, customer satisfaction and intention of repurchase. Research design, data, and methodology - To test hypotheses, data was collected using questionnaires from online grocery shopping customers living in Korean local regions (Daejeon, Cheonan, Sejong). Quantitative research is applied using confirmative factor analysis and multiple linear regressions. Results - On the whole, customers are satisfied with the online grocery shopping. We found that convenience and reliability of grocery delivery service have a positive effect on the customer loyalty and customer satisfaction. Furthermore, we found that customer satisfaction has a mediating effect between convenience, reliability and customer loyalty. However, responsiveness of grocery delivery service does not have a positive effect on the customer loyalty and customer satisfaction. Conclusions - Since the quality of groceries are very sensitive to time and difficult to standardize, we need to analyze the quality components of delivery service unlike other commodities and find relationships with customer satisfaction, customer loyalty and repurchase intention. The results of research will contribute to providing satisfactory service and capturing loyal customers in retail industry.

• 한국IT서비스학회지
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• 제20권3호
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• pp.103-118
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• 2021

With the advancement of technology, the market size of online bookstores is constantly increasing in Korea. Despite the importance of the quality of services provided by online bookstores as many customers use online bookstores, many existing studies have approached only from a linear perspective that satisfying service quality factors will lead to customer satisfaction. In addition, the service quality of online bookstores has only been addressed in general and universal service situations, such as SERVQUAL and e-SERVQUAL and WebQual, or online situations. This study was conducted to consider the specificity of online bookstores and to establish specific strategies for improving service quality. In this study, we present six higher dimensions of service quality for online bookstores and 25 lower dimensions to measure it, and we confirm strategic direction for service quality elements through IPA analysis. As a result of the analysis, a total of 12 factors were included in the first quadrant, which required maintenance of service quality due to the high importance and satisfaction perceived by customers. Next, the importance of customers is high, but their satisfaction is low, so the second quadrant that should be improved first had a total of two factors. Third, the third quadrant was an area where customers perceived low importance and satisfaction, and a total of nine factors were involved. Finally, the fourth quadrant was an area where the customer was satisfied but perceived low importance, with a total of two factors. The results of this study can be used as basic data for strategic use of online service quality factors.