• Journal of the Korean Home Economics Association
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• v.47 no.7
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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.

• The Journal of Information Systems
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• v.12 no.2
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• pp.41-56
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• 2003

The objective of this study is to explore the effects of e-teaming users' self-efficacy and perceived service quality for e-teaming staffs such as instructors or teaching assistants on two main perceptions for e-learning systems in a view of information technology - perceived ease of use and perceived usefulness which have been considered as important antecedents for acceptance of information technology so called in Technology Acceptance Model. For this purpose, we suggest a research model and test it empirically by sampling in students of virtual universities. In result, all hypotheses except the relationship between academic self-efficacy and perceived usefulness are accepted. This result implies that self-efficacy for computers and service quality for staffs such as instructors or teaching assistants should be considered as important ones for success of e-learning systems in addition to those related with information technology.

• International Journal of Contents
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• v.17 no.2
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• pp.41-47
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• 2021

The coronavirus pandemic has brought about dramatic changes in education, evidenced most clearly by the increase in e-learning. Thus, to identify how learners' attitudes toward e-learning are affected by diverse factors, this study examined the effects of perceived system quality and usefulness, the self-management of learning, and self-efficacy. A total of 236 college students participated in the survey. Multiple regression analysis was performed to test the study's proposed hypotheses. The study findings suggested that learners' attitudes toward e-learning are positively influenced by perceived e-learning usefulness, self-management of learning, and self-efficacy. However, the perceived system quality had no influence and no statistical significance.

• Journal of Korea Society of Industrial Information Systems
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• v.19 no.4
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• pp.73-85
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• 2014

The service quality customers perceived has positive relationships with trust, image, and satisfaction toward airline companies. Providing personal and non-personal services could be factors that build up not only overall impressions but positive and negative emotions and could be connected to customer behavioral intention. Thus, this research divided service encounter quality into personal and non-personal encounter quality and investigated effects of two types of service encounter quality on airline image, perceived value and customer loyalty. The result shows that personal service encounter quality has a positive effect on airline image and a negative effect on perceived value. Non-personal service encounter quality has an influence on airline image and a negative influence on perceived value. Personal service encounter quality does not have a significant effect on customer loyalty but non-personal service encounter quality has an effect on customer loyalty. Airline image does not affect perceived vlaue significantly however, do affect customer loyalty. Finally, perceived value does not have a significant effect on customer loyalty.

• The Journal of Information Systems
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• v.29 no.3
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• pp.215-236
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• 2020

Purpose/Design The purpose of this study is summarized as follows. First, we want to derive the quality dimension of the delivery app services based on the experience of the users of the delivery app. Second, we would like to identify the continuous intention to use, taking into account the integrated nature of online and offline quality. Third, the online and offline quality factors of the delivery app services shall be checked in an exploratory manner to see how they affect perceived value, satisfaction, and continuous intention to use. In order to demonstrate the purpose of this study, a self-report survey was conducted in which respondents directly responded. A questionnaire of 295 people was identified as a valid sample and used for the final analysis. Findings The summary of the hypothesis test results is as follows. First, the system quality among the online characteristics does not have a significant impact on both perceived values and user satisfaction. Second, the hypothesis that information quality affects satisfaction and perceived value was adopted. Third, the service quality was shown to be a significant factor affecting perceived value and satisfaction. Fourth, the delivery quality among offline characteristics was found to have no significant effect on perceived value and satisfaction. Fifth, the hypothesis test of commodity quality showed that both perceived value and satisfaction had a significant impact. Sixth, satisfaction in the delivery app service showed a positive effect on the continuous intention to use.

• International Journal of Advanced Culture Technology
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• v.7 no.4
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• pp.86-95
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• 2019

This study verified the research hypothesis by establishing a research model to achieve the purpose of empirical analysis on the relationship between O2O platform quality and personal behavioral value and relationship quality. The main results of this study are as follows. First, information quality (hypothesis 1-1), system quality (hypothesis 1-2), service quality (hypothesis 1-3), perceived product quality (hypothesis 1-4), perceived price (Hypothesis 1-5) was statistically significant, indicating a positive effect on individual behavioral value. Second, as a result of empirical analysis of the relationship between O2O platform quality and relationship quality, hypothesis 2, information quality (hypothesis 2-1), perceived product quality (hypothesis 2-4), and perceived price (hypothesis 2-5) While there was a positive effect on quality, system quality (hypothesis 2-2) and service quality (hypothesis 2-3) were not statistically significant. Third, as a result of verifying the relationship between the relationship quality and personal behavior characteristics of hypothesis 3, as the quality of personal behavior improved as the quality of relationship improved, it was required to continuously improve and strengthen the relationship quality.

• Journal of Information Technology Services
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• v.9 no.3
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• pp.65-82
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• 2010

Mobile applications market has emerged as new business model. The purpose of this study is to analyze the factors of mobile applications adoption. Based on prior studies of TAM and mobile technology/service, service quality, user experience, OS compatibility, self-efficacy, innovativeness, perceived usefulness, perceived ease of use, and cost were identified as affecting factors of mobile applications adoption. According to the results, service quality is significantly related to the perceived usefulness, and self-efficacy and innovativeness are significantly related to the perceived ease of use. User experience was also found to be related to both the perceived usefulness and the perceived ease of use. In case of OS compatibility, it was found to be significantly related to the perceived ease of use, but not to the perceived usefulness. Both the perceived usefulness and the perceived ease of use were found to be related to the adoption of mobile applications. However, cost was not found to be significant to the relationship between the perceived usefulness/the perceived ease of use and the adoption of mobile applications. This study contributes to provide the base of activation strategies and practical implications for mobile applications.

• The Journal of Information Systems
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• v.32 no.4
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• pp.95-118
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• 2023

Purpose This study employed the Technology Acceptance Model (TAM) to understand students' acceptance of online learning systems. Specifically, this study investigated the factors influencing the behavioral intention of South Korean major university students to use online learning systems for educational purposes in the period when their university life had largely returned to the state it was in before the COVID-19 pandemic. Design/methodology/approach This study examined the impact of four external factors: self-efficacy, personal innovativeness, perceived enjoyment, and system quality, on two TAM constructs: perceived ease of use and perceived usefulness. Additionally, this study explored how perceived ease of use and perceived usefulness affect the behavioral intention to use online learning systems. We conducted an online-based survey using a structured questionnaire. The data collected from the survey were then subjected to Structural Equation Modeling (SEM) analysis to test the study's hypotheses and examine the relationships among the various constructs. Findings The findings reveal that perceived usefulness and ease of use significantly influence students' behavioral intentions to use online learning systems. Furthermore, factors of self-efficacy, perceived enjoyment, and system quality positively affect perceived usefulness and ease of use. Notably, personal innovativeness impacts ease of use but not perceived usefulness.

• Journal of Korea Society of Digital Industry and Information Management
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• v.5 no.2
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• pp.185-197
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• 2009

The Purpose of this study was to investigate of university students' perceived Service Qualities on the internet fashion and apparel shopping malls. This survey was carried out with real customers. Data were obtained from 197 internet fashion shopping mall consumer(university students) who have bought fashion products. Questionnaires related to service quality, perceived service value and loyalty. This study was investigated with focused on customer of university students itself. To find relationships among variables, exploratory factor analysis and multiple regression was carried out with collected data. The resulted were as follows: 1. The service quality dimension of fashion internet shopping malls were external quality of web, reliability quality and emotional quality. 2. The all of service quality dimensions of internet fashion and apparel shopping malls had an effect on university students perceived value and loyalty.

• Journal of Venture Innovation
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• v.6 no.3
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• pp.73-93
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• 2023

This study provides a prospect for the fast growing the smartwatch market by investigating the relationship between the satisfaction and the continuous use intention of Apple watch users, as well as the factors influencing their satisfaction. Based on the TAM, this study uses system quality, information quality, and self-efficacy as independent variables, perceived usefulness, perceived ease of use, and satisfaction as mediators, and continuous use intention as the dependent variable. We analyze the data of 256 individuals who completed an online survey with SPSS 26.0 and AMOS 26.0 software. This study conducts several tests and analyses to empirically evaluate the data including reliability analysis, factor analysis, feasibility analysis, path analysis, hypothesis verification, and mediation analysis. Our results investigate which factors may influence consumers' intention to continuously using Apple Watch devices in the future. In summary, satisfaction has a positive effect on the intention to continuously use smartwatchs. Perceived usefulness and perceived ease of use have a positive effect on satisfaction. Among the three factors (system quality, information quality, and self-efficacy), only self-efficacy has no significant impact on perceived usefulness but had a positive effect on perceived ease of use. In addition, system quality and information quality positively affect perceived usefulness, perceived ease of use, satisfaction, and continuous intention to use an Apple Watch. Taking the Apple Watch as the subject of our research topic, this study provides theoretical value by exploring the impact of user's satisfaction with their smartwatch on their continuous usage intention. This study further explains the influence of system quality, information quality, and self-efficacy on user satisfaction. Additionally, this research offers valuable insight to practitioners by confirming that information quality, system quality, and self-efficacy are important features for enhancing satisfactory user experiences which in turn may increase users' intention to continued using smartwatches.