• Journal of Korea Society of Industrial Information Systems
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• v.22 no.3
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• pp.95-107
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• 2017

This Study Categorized Service Quality of Banks into Interaction Quality, Physical Environment Quality, and Outcome Quality, and Proposed a Structural Model for Each Dimension of Service Quality on Customer Satisfaction, Persistence Intention and Cross-buying Intention, and Conducted an Empirical Analysis on the Customers who Use Banks. First, it was Confirmed that Three Dimensions of Service Quality Physical Environment Quality, Interaction Quality and Outcome Quality are One of the Sources that Form the Customer Satisfaction for Banks. Second, the Higher the Perceived Bank's Interactive Product Quality, Outcome Quality, and Physical Environment Quality Perceived by Customers Using Bank, it's Shown to have more Positive Effect on Customer Satisfaction, and the Effect Size was Shown in Order of Interaction Quality, Physical Environment Quality, and Outcome Quality. Third, Customer Satisfaction on Bank Services was Shown to have a Positive Effect on Relationship Intention and Cross-buying Intention. Finally, Based on the Results of this Analysis, the Implications of this Study and Future Research Directions were Presented.

• Asia pacific journal of information systems
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• v.30 no.1
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• pp.120-142
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• 2020

Present-day organizations have become largely dependent on mobile instant messaging services (MIMs) for various organizational purposes. Focusing on the increasing use of MIMs in today's organizations, this study aims to explain how different aspects of KakaoTalk, the most dominant MIM in Korea, influence employees' attitudes toward their current employers, and how these attitudes impact the employees' intentions to stay at their present workplaces. Overall, with the exception of one factor (satisfaction with KakaoTalk use), all other factors (perceived quality of information exchanged through KakaoTalk, belongingness through KakaoTalk, and KakaoTalk overload) significantly influenced employee's attractiveness toward their current employers. Specifically, while KakaoTalk overload's effect on perceived organizational attractiveness was negative, two other factors were positively associated with it. Perceived organizational attractiveness also strongly influenced employees' intention to stay at their present workplaces. These findings contribute to expanding practical and theoretical understandings regarding the critical roles of MIMs in the efficient management of organizations in this hyperconnected society.

• International Commerce and Information Review
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• v.6 no.1
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• pp.25-50
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• 2004

This study attempts to find out what kind of service quality is considered important by customers in using the Internet shopping mall and suggests the way to activate the customer relationship. The findings based on empirical analysis are shown here. First, empirical analysis of the contextual factors such as gender, education, and experience levels, shows that what customers perceive as most important in the product purchase is security in terms of the payment and personal information service. The second important service quality factor perceived by customers is responsiveness, particularly the rapidity and accuracy of response to their needs and wants. The customers also considered price, quality and diversity of the product as being important. Furthermore, there is no big difference among other service quality factors. Second, in the different gender context, there is no significant difference between the genders. However, the male group shows an even distribution of factors valued in the service quality, whereas female respondents placed stronger emphases on particular aspects of service, such as security, response, reliability and product quality. Third, in the context of different education level, the payment method between graduates and non-graduates has a significant difference. That is, the non-graduates prefer the credit card and saving through ATM, while the graduates use dual payment method using credit card and another payment method together. Therefore, the various payment methods should be considered according to the customer type, namely graduates or non-graduates. Fourth, in the context of different experience level, the result of the empirical analysis of the factors of the service quality shows no great difference between experienced and inexperienced customers. Both types of customer perceive security as the most important. To sum up, the service quality perceived by the customers of Internet shopping malls is empirically analyzed in different contexts such as gender, education, and experience. Then, the device for the customer relationship activation is suggested. It can be utilized as a guideline for the continuing diffusion of the Internet shopping mall, giving it a competitive advantage against other companies.

• Journal of Information Technology Services
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• v.20 no.3
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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.

• Asia pacific journal of information systems
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• v.20 no.1
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• pp.57-79
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• 2010

In a virtual community, one can possess multiple identities and pretend to be different by creating self-identity in contrast with his or her actual self. Does false identity undermine the qualitative growth of a virtual community by reducing members' accountability? Or does it stimulate their contributive behaviors by ensuring freedom of speech? It is imperative to understand the effects of multi-identity considering the distinct properties of a virtual community in which people easily change their identities at little or no cost. To answer these questions, we adopted the concept of self-discrepancy from the social psychology theory rooted in the concept of the self and developed a theoretical model to predict quality of contribution of the individual member in virtual communities. Based on the self-discrepancy theory, we first identified two different domains of the self: (1) an "actual self" that consists of attributes that the person believes he or she currently possesses in real life and (2) a "cyber self" that consists of attributes the person believes he or she possesses in a virtual community. Next, we derived an index for two different types of self-discrepancy by using the differences between the actual and the cyber identities: Personal Self-discrepancy and Social Self-discrepancy. Personal Self-discrepancy reflects the degree of discrepancy between actual and cyber identity regarding a person's intelligence, education, and expertise. Social Self-discrepancy reflects the degree of discrepancy between actual and cyber identity regarding a person's morality, sociability, and accordance with social norms. Finally, we linked them with sense of virtual community, perceived privacy rights, and quality of contribution to examine how having a multi-identity influences an individual's psychological state and contributive behaviors in a virtual community. The results of the analysis based on 266 respondents showed that Social Self-discrepancy negatively influenced both the Sense of Virtual Community and Perceived Privacy Rights, while Personal Self-discrepancy negatively influenced only Perceived Privacy Rights, thereby resulting in reduced quality of contribution in virtual communities. Based on the results of this analysis, we can explain the dysfunctions of multi-identity in virtual communities. First, people who pretend to be different by engaging in socially undesirable behaviors under their alternative identities are more likely to suffer lower levels of psychological wellbeing and thus experience lower levels of sense of virtual community than others. Second, people do not perceive a high level of privacy rights reflecting catharsis, recovery, or autonomy, even though they create different selves and engage in socially undesirable behaviors in a virtual community. Third, people who pretend to be different persons in terms of their intelligence, education, or expertise also indirectly debase the quality of contribution by decreasing perceived privacy rights. The results suggest that virtual community managers should pay more attention to the negative influences exercised by multi-identity on the quality of contribution, thereby controlling the need to create alternative identities in virtual communities. We hope that more research will be conducted on this underexplored area of multi-identity and that our theoretical framework will serve as a useful conceptual tool for all endeavors.

• Journal of The Korean Association of Information Education
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• v.26 no.6
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• pp.517-532
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• 2022

As a result of the this exploratory study the main results show that the factors affecting the satisfaction of non-face-to-face class learning of graduate students in Education were social presence, perceived easy to use, and information service quality. Secondly, the factors affecting the learning persistence were perceived usefulness and social presence, but perceived usefulness's influence was relatively small. Next, it was found that the subjective satisfaction of graduate students of education did not significantly affect their intention to continue learning persistence. Lastly, learning satisfaction and learning persistence had a positive effect on the intention to recommend to others. Through the this empirical analysitics study it demonstrate the factors such as attitudes, feelings, and friendliness toward non-face-to-face online classes perceived by graduate students in Education.

• Journal of Korea Port Economic Association
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• v.27 no.3
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• pp.91-112
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• 2011

The rapid growth of e-commerce market and changes in distribution channels and consumption patterns have brought about the continuous growth of the domestic parcel service market. To cope with the growth and environmental changes of the parcel service market, parcel companies have made efforts to improve logistics process and construct an information system for customer satisfaction. Since they have focused on a high quality parcel service through a variety of information technology rather than price competition, the importance of logistics information technology has been greatly perceived. Accordingly, this study examined that how information technology and information system quality of parcel companies was perceived by customers and how it influenced parcel service use and satisfaction. To achieve this purpose, this study developed a valid and reliable measurement instrument for logistics information system quality and customer satisfaction based on literature reviews. Then empirical research was made through a questionnaire survey. As a result, six determinants of logistics information system quality were derived: economy, SMS information, tracking web-site information, stability, speed, and accuracy. All factors but economy were found to have positive effects on customer satisfaction in parcel service. Finally, the theoretical and practical implications of the findings were also discussed.

• Journal of Convergence for Information Technology
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• v.11 no.4
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• pp.230-241
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• 2021

This study has attempted to provide an important understanding about the information asymmetry in markets through empirical analysis on how the disclosure of low quality can increase demand even in the short run. More specifically, this study has extended the previous findings from the related literature by considering the effect of information search cost and providing empirical evidences about the effect of voluntary disclosure of low quality, using an experimental method with purchase scenarios. The results from our analysis show that reduced perceived risk have an important effect on sharing negative information, while the effect of information search cost is minimal. We also explain the circumstances whereby the information disclosure of a seller with low-quality product can enhance not only the seller's profitability but also customers' welfare by increasing the market demand and the demand for the seller claiming high quality.

• Journal of the Korean Society of Clothing and Textiles
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• v.30 no.3 s.151
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• pp.470-480
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• 2006

Consumer may perceive needs of certain product information online rather than the number of pieces of information available for decision making. In addition, consumers may seek information that is more relevant to apparel category. Moreover, involved consumers intensify information seeking and seek certain information. The purpose of this study is to identify the perceived importance weight of each information cue when shopping apparel via the Internet, to investigate the differences of the perceived importance weight of product information cues in product category, and to examine the relationship between apparel involvement and the perceived importance weight of product information cues. This study employed a single-factor within-subjects design experiment that simulated online purchase situation for two product types, Jeans and a Shirt. A total of 125 college students participated in this study. Results indicated that selected information such size available, price, style, color description, item measurement, stock available, and item quality (in sequence) can be considered as global cues to judge product quality and influence purchase decision regardless of product category. The significant multivariate effects for product category on the perceived importance weight of product information cues were found. Personalization, fiber content, and fabric structure were product specific information cues. Consumers' product involvement significantly influenced the perception of information weight. Therefore, product information can be personalized based on consumer involvement

• Journal of Information Technology Services
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• v.13 no.4
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• pp.325-340
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• 2014

Mobile payment system using NFC attracted attention as the mobile payment market grows due to the fast diffusion of smart phones. However, non NFC mobile payment recently appeared because of the slow growth of infrastructure for NFC. With advent of Non NFC mobile payment applications, mobile payment industry is in developing trend. Non NFC mobile payment revitalizes the market by overcoming the limit of NFC with the smart applications using bar code and QR code payment, and providing various discounts, membership benefits and payment information. Therefore, this paper analyzed the intention of continuous use with the quality of mobile payment application based on the information system success model. Three categories of factors which are system quality, service quality, and information quality were used. We verified the significance of the factors affecting the intension of continuous use. mainly, quality of information was considered as an important factor of continuous Intention to Use. Also, unlike previous NFC, it was found that in Non-NFC, compatibility might not be as important factor. Moreover, we suggest a marketing strategy of companies for mobile payment industry which focus on information quality. and future research directions for non NFC payment market.