• Asia pacific journal of information systems
• /
• v.25 no.3
• /
• pp.519-539
• /
• 2015

Customers are now demanding ever better service from customer service representatives (CSRs) to create superior customer service. Accordingly, CSRs are required to have more specialized knowledge and abilities of customer service. This study examines the roles of accumulated customer knowledge in electronic knowledge repositories (EKRs), which a firm has developed for customer service over time to enhance CSRs' work capabilities and work performance, in the context of call centers. To test the proposed research model and hypotheses, we conducted LISREL analysis using 261 responses collected on CSRs working for inbound call centers. The key results are as follows. First, accumulated customer knowledge in EKRs enhances CSRs' knowledge utilization and service expertise during the customer contact. Second, CSRs' knowledge utilization reinforces service expertise. Finally, service quality depends on CSRs' knowledge utilization and service expertise, but it is not directly related to accumulated customer knowledge. Overall, the findings suggest that accumulated customer knowledge in EKRs enhances CSRs' knowledge utilization and service expertise, and thereby leading to superior service quality.

• The Journal of Asian Finance, Economics and Business
• /
• v.8 no.5
• /
• pp.375-380
• /
• 2021

Internal control is important for monitoring operations of organizations. In order to achieve the quality of internal control, organizations need to recognize different perspectives in which the components of internal control play a decisive role. Internal control is a process designed by the manager and it is applied within the organization to provide reasonable assurance of the reliability of financial information and to comply with policies, procedures, rules, regulations and laws. The article uses the ordinary least squares method and the seven-point Likert scale to test the variables affecting the quality of internal control in 18 Vietnamese listed banks. The article surveyed 179 leaders of listed banks. The results show that there are three variables out of a total of five variables that positively affect the quality of internal control, including the control environment, control activities, and monitoring. Accordingly, the managers of Vietnamese listed banks need to pay attention to building a corporate culture environment, improve the quality of control activities, and periodically and regularly conduct the monitoring. It contributes to improving the quality of internal control and is also an opportunity to increase economic benefits for Vietnamese listed banks in the context of international economic integration.

• Journal of Digital Contents Society
• /
• v.18 no.3
• /
• pp.535-542
• /
• 2017

The ubiquitous computing made it happen to easily take cognizance of context, which includes user's location, status, behavior patterns and surrounding places. And it allows providing the catered service, designed to improve the quality and the interaction between the provider and its customers. The personalized recommendation service needs to obtain logical reasoning to interpret the context information based on user's interests. We researched a model that connects to the practical value to users for their daily life; information about restaurants, based on several mobile contexts that conveys the weather, time, day and location information. We also have made various approaches including the accurate rating data review, the equation of Naïve Bayes to infer user's behavior-patterns, and the recommendable places pre-selected by preference predictive algorithm. This paper joins a vibrant conversation to demonstrate the excellence of this approach that may prevail other previous rating method systems.

• International Journal of Computer Science & Network Security
• /
• v.21 no.7
• /
• pp.284-296
• /
• 2021

Quality Models are important element of the software industry to develop and implement the best quality product in the market. This type of model provides aid in describing quality measures, which directly enhance the user satisfaction and software quality. In software development, the inheritance technique is an important mechanism used in object-oriented programming that allows the developers to define new classes having all the properties of super class. This technique supports the hierarchy design for classes and makes an "is-a" association among the super and subclasses. This paper describes a standard procedure for validating the inheritance metric in Quality Model for Object-Oriented Design (QMOOD) by using a set of nine properties established by Weyuker. These properties commonly using for investigating the effectiveness of the metric. The integration of two measuring methods (i.e. QMOOD and Weyuker) will provide new way for evaluating the software quality based on the inheritance context. The output of this research shows the extent of satisfaction of the inheritance metric in QMOOD against Weyuker nine properties. Further results proved that Weyker's property number nine could not fulfilled by any inheritance metrics. This research introduces a way for measuring software that developed using object-oriented approach. The theoretical validation of the inheritance metric presented in this paper is a small step taken towards producing quality software and in providing assistance to the software industry.

• The Journal of Industrial Distribution & Business
• /
• v.11 no.12
• /
• pp.29-38
• /
• 2020

Purpose: The purpose of this study is to empirically analyze the effect of chatbot service quality, chatbot trust, and chatbot satisfaction on chatbot reuse intention and store reuse intention. Research design, data, and methodology: We reviewed the literature on domestic and international chatbots, established hypotheses, and analyzed them. We empirically analyzed the process model in which chatbot service quality (interaction quality, information quality) has a positive effect on chatbot trust and chatbot satisfaction, and that chatbot trust and satisfaction positively affect chatbot reuse intention and store reuse intention. A survey was conducted on 212 people who had used shopping mall chatbots and financial service chatbots after demonstrating the shopping mall chatbot video. Structural equation modeling was conducted by using AMOS 24.0 to test the proposed relationships. Results: As a result of the empirical analysis, the effects of interaction quality on chatbot trust and information quality on chatbot satisfaction were not supported, but the rest of the hypotheses were statistically significant. It was found that the information quality of chatbot service had a positive effect on chatbot trust, but did not significantly affect chatbot satisfaction. In addition, the interaction quality of the chatbot positively affects the satisfaction of the chatbot, but it does not significantly affect the trust of the chatbot. Chatbot trust was found to have a positive effect on chatbot satisfaction. Chatbot trust and chatbot satisfaction were found to have a positive influence on the intention to reuse the chatbot. And, chatbot trust and chatbot satisfaction were found to have a positive influence on store reuse intention. Conclusions: The findings of this study offer significant theoretical and managerial contributions in the context of chatbot. Chatbots should enhance customer contact quality management from the perspective of total customer experience management rather than partial function. When providing a chatbot service, it is more desirable to give priority to providing accurate information to increase trust, and at the same time to improve customer satisfaction by increasing the quality of interaction. And in order to increase the competitive advantage of companies, the purpose of introducing chatbots should be clarified and approached strategically.

• Journal of the Korean Regional Science Association
• /
• v.12 no.2
• /
• pp.69-78
• /
• 1996

This paper intends to raise some of urban policy issues of managing and planning Seoul for the twenty first century. As one of the world's most dynamic megacities, Seoul is faced with at least two trends: one is globalization of the economy, and the other is humanization of urban development in relation to people's quality of life. Given this context, there are emerging issues in a time of transition as the following; pedestrianization, decline of city master plan, micro land use control, citizen involvement, metro-wide management, infrastructure provisions and maintenance, sustainable development, urban information sustaniable development, urban information system, and public-private partnership.

• Journal of Information Technology Services
• /
• v.15 no.1
• /
• pp.113-129
• /
• 2016

Recently, as Information System projects tend to be more complex, the importance of Information System Audit increases. In the same context, the need for the resident IS Audit also increases, which is supposed to deal with the possible risks and urgent issues by providing the appropriate support and timely coordination during IS project. Basically, for the effective IS Audit, the IS audit team members should be able to understand such a business context as work characteristics, business knowledge, goals, and culture of the organization. The audit team members should also be able to share the various knowledge of Information Technology and audit procedure with the owner of the project. Especially, for the resident audit, it is more important to fill the gaps in expertise between project owner and audit team. However, any studies on the need of common knowledge base (knowledge complementarities) in the IS audit have not been done so far. The purpose of this study is to analyze whether the knowledge complementarity based on inter-organizational communication between the project owner and audit team members makes an effect on the fidelity and performance of IS audit. In order to do this, the relationship among inter-organizational communication and knowledge complementarity, the fidelity of IS audit service, and performance of IS audit has been analyzed, using Structural Equation Model. The result shows that all the relationship is significant, which means that knowledge complementarity between the two different interest groups should be an effective factor on the fidelity and performance of IS audit. This result implies that, for better quality of IS Audit service, how to acquire the knowledge complementarity between the project owner and Audit team should be considered seriously as well as systematically in the process of IS Audit.

• Journal of KIISE:Computer Systems and Theory
• /
• v.33 no.9
• /
• pp.650-657
• /
• 2006

The music is a part of our daily life in these days. And when the people listen to the music, they are affected by the context. However, previous researches on the music recommendation system have the problem that they didn't consider the proper contextual information efficiently. They only used the content-based filtering or the method to use musical metadata (genre, artist, etc.). Recently, there are some researches about the music recommendation system which applies the status(temperature, humidity, etc.) of environments. But, it is difficult to be accepted by the contextual information. Therefore, we propose the music recommendation system that is dynamically applied by the contextual information as well as the metadata in the previous researches. And the system can provide users with the music that they want to listen to, and then the users can be more satisfied. Also, the services can be improved by the feedback of the users. In order to solve this problem, the context-information for selecting a music list is defined and the music recommendation system is designed by using the content-based filtering method. The system is suitable for the user's taste and the context. The music recommendation system we are proposing uses an OSGi framework in the home network. As a result, the satisfaction of users and the quality of services will be improved more efficiently by supporting the mobility of services as well as the distributed processing.

• Journal of Korean Society for Quality Management
• /
• v.40 no.2
• /
• pp.211-218
• /
• 2012

Over the last two decades, many information system researchers have developed the variables of information system using the measurement of user satisfaction. In context, this research developed the measurement of user satisfaction in smartphone application market and compared the difference of user satisfaction factors between Adroid market and App store. The results indicated that satisfaction of App store was more than that of Adroid market. The information system and customer-oriented factors of App store were higher than that of Adroid market.

• Asia pacific journal of information systems
• /
• v.5 no.2
• /
• pp.259-288
• /
• 1995

Using end-user attitude as intervening variable, this paper proposes a causal model of how environmental factors of EUC influence end-user computing (EUC) success, measured by the degree of IS use. This study identifies unique aspects of the EUC environment and generates key dimensions of end-user attitude appropriate for this context : perceived information quality, perceived design quality, and perceived usefulness. The research model includes six environmental factors - top management support, end-user education, task variability, task analyzability, end-user's computing ability, and end-user involvement. A field study was undertaken to test the hypothesized relationships among the research variables. The results generally support the assumption that end-user attitude intervene the impact of environmental factors on IS use. The implications of the findings are discussed.