• The Journal of Information Systems
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• v.20 no.3
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• pp.81-109
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• 2011

The increase in the number of smartphone users has recently been steep, which started to offer companies and individuals more opportunities to enter into a new business field. Furthermore, the smartphone applications have become one of the hottest topics inside and outside the mobile industry. Still the market is in its infancy and intention to pay of charged application of most smartphone users is relatively low. However, rate of charged application in appstore is expected to be increase steadily for some years to come. In this perspective, it is important to consider the smartphone mobile application. Research on smartphone application is still in its early stage. Thus, the purpose of this study is to find what are the effective factors on user satisfaction and intention to pay of mobile application. Based on information system success model, we proposed system quality(stability, usability, security), information quality(timeliness, accuracy, enjoyment) and service quality(reactivity, reliability, empathy) as factors to effect on user satisfaction in mobile application. The results showed that stability, usability, timeliness, accuracy, enjoyment, reactivity and empathy affected significantly user satisfaction. The relationship among satisfaction and intention to pay of mobile application was significantly supported. The implications of the findings is that firms and individual developers of mobile application should focus on customer retention through enhancing satisfaction and quality.

• Asia pacific journal of information systems
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• v.23 no.3
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• pp.55-76
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• 2013

The principal objective of the work is to confirm the effects of perceived interactivity, trust, and emotion on intentions to use IPTV service. The empirical investigation into IPTV service users suggests that (i) the perception of interactivity should be directly related with trust, (ii) Users' trust should bolster users' emotion in a positive or negative aspect, and (iii) such emotion is verified to affect the intention to use IPTV continuously. More specifically, we demonstrate that positive and negative emotions influence user intentions positively and negatively. Additionally, we find that the trust mediates perceived interactivity and emotions, and both trust and emotion mediate the relationship between perceived interactivity and intentions to use IPTV. The work indicates that trust and emotion of users should be considered from IS perspective in an attempt to build the intention to use IPTV. IPTV firms should consider in their IPTV design and offering strategy how to enhance positive emotions for user retention and eventually bolster intentions to use IPTV continuously.

• The Journal of Information Systems
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• v.31 no.4
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• pp.75-100
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• 2022

Purpose Recently, hyper-realistic virtual influencers have received much attention in the field of corporate marketing. However, there is a lack of research that suggests specific processes affecting behavioral intentions through trust and attachment between virtual influencers and consumers. In addition, previous studies have failed to consider the characteristics of hyper-realistic virtual influencers. Therefore, this study investigates the effects of trust and attachment to hyper-realistic virtual influencers on consumers' behavioral intentions based on the trust-building model. Design/methodology/approach Based on the previous research, seven antecedent factors for trust-building were derived: Reality, Attractiveness, Awareness, Interactivity, Professionalism, Social Presence, and Predictability. Next, the survey was conducted on Chinese people who had experienced interacting with hyper-realistic virtual influencers on social network services within the last 3 months at the time of data collection. A total of 326 respondents were used for the final analysis and hypotheses were tested using a structural equation model technique. Findings The results of this study are as follows. First, this study confirmed that reality, attractiveness, awareness, social presence, and predictability as antecedent factors for trust-building of hyper-realistic virtual influencers have a positive effect on trust. Second, this study confirmed that trust in hyper-realistic virtual influencers has a significant positive effect on attachment. Lastly, this study confirmed that trust and attachment to the hyper-realistic virtual influencer significantly and positively affect relationship retention and purchase intentions.

• Asia-Pacific Journal of Business
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• v.2 no.1
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• pp.23-48
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• 2011

Generally, higher brand equity ends up with higher market share and higher profitability. However, superior brand equity does not guarantee the success in the market. That is, consumer choice is closely related to brand equity but we need more than brand equity to explain this complex phenomenon. We adopt the customer equity concepts: value equity, brand equity, and retention equity. By incorporating value equity and retention equity into customer equity, it is possible to avoid the problems of using the brand equity only. In the paper, we apply this customer equity concepts to cellular phone and investigate the effects of antecedent variables such as exposure, knowledge, positive experience and negative experience on the components of customer equity. In addition, as surrogate measure of customer lifetime value, the weighted measure of purchase intention, consideration set inclusion, and next purchase is used as dependent variable. We estimate the effects of components of customer equity at the brand level and aggregate level using SURE model. Estimation results show that Apple has currently low market share but has high future potentials and Korean firms have currently high market share but has rather low future potentials.

• Journal of Korea Society of Digital Industry and Information Management
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• v.7 no.3
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• pp.137-150
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• 2011

Long-term customer retention strategies with switching cost is very important for gaining a competitive advantage in on-line shopping mall environment. The purpose of this study is to investigate the affecting factors of switching cost in terms of on-line shopping mall's quality and the effects of it on customers' behavior moderating commitment. According to the result, information quality and customized information were found to be significantly related to social switching cost, and also royalty program and product differentiation were found to be significantly related to lost benefit cost and procedural cost respectively. When it comes to the relationship between switching cost and commitment, results shows that social switching cost is not significantly related to affective commitment. Lost benefit cost and procedural cost, however, were found to be significantly related to affective commitment and calculative commitment respectively. Finally, affective commitment was found to bolster repurchase intention and control negative WOM, and calculative commitment was found to bolster both repurchase intention and negative WOM.

• Culinary science and hospitality research
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• v.22 no.4
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• pp.181-191
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• 2016

This study examined the factors that affect the relationship between eco-friendly agricultural products selection criteria, consumer trust, and recommendation intention. A total of 220 questionnaires were distributed to consumers, of which 210 were deemed suitable for analysis after the removal of 10 unusable responses. In order to perform statistical analyses required in the study, SPSS 18.0 Statistical Program was employed for frequency analysis, factor analysis, reliability analysis, correlations, and regression analysis. The results of exploratory factor analysis showed that four factors regarding eco-friendly agricultural products were extracted from all measurements with a KMO of 0.735 and a total cumulative variance of 79.373%, With regard to consumer trust, one factor was extracted with a total cumulative variance of 75.431% and a KMO score of 0.695. One factor for recommendation intention was extracted that accounted for a total cumulative variance of 68.428% and a KMO score of 0.694. All factors were significant to .000 and the correlation between variables was significant. Thus, based on the results, the main research hypotheses that identify the relationships between selection criteria, consumer trust and recommendation retention were adopted.

• Journal of the Korea Society of Computer and Information
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• v.15 no.7
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• pp.125-134
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• 2010

Importance of online community has been increased and also online community has been used as an important marketing tool. The purposes of this study are to construct an instrument to evaluate service quality of online community service and have a further discussion of the relationship between service quality dimensions, customer satisfaction, intention to move. According to our findings, among the determinants of service quality, empathy strongly influences both of consumer satisfaction and intention to move. The determinants of service quality which positively influences consumer satisfaction are empathy, tangibles and responsiveness. Empathy and assurance negatively influence intention to move. This means that the service quality of online community affects customer retention. Also, understanding and reflecting customer needs are more important.

• Journal of Korea Society of Industrial Information Systems
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• v.24 no.1
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• pp.109-123
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• 2019

Recently, As the desire of consumer gets complexed and demanding, business environment is they are rapidly changing to customer-oriented ones. In order to survive in an age of fierce competition with competitor encompassing changing and customer's needs of consumer company emphasizes market orientation to have a sustainability. It is necessary not only satisfy consumer but also to provide customer delight. We want to see if customer's loyalty can be increased by experiencing C/S and C/D. First, customer's loyalty influences repurchase intention after experiencing customer's satisfaction and customer's delight. Second, customer's satisfaction is influenced by customer's satisfaction level. Especially Joy is one of the most important factor affecting customers delight. Third, customer's loyalty is one of the most important factor affecting customer's satisfaction. Finally, through this study, it was found tha customer's satisfaction and customer's satisfaction improve the repurchase relationship which is crucial from customer's loyalty.

• Journal of Korea Society of Industrial Information Systems
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• v.25 no.6
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• pp.125-141
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• 2020

This study focuses on the impact of service expansion for tax service customers and the change in customer's re-use intention, according to the degree of psychological ownership of internal employees when expanding differentiated service areas and the reinforcement of profits according to the representative's tendency. The effects of emphasis, cost emphasis, and double emphasis (revenue and cost dual emphasis) were analyzed. As a result of the study, it was possible to see the changes in the customer's re-use intention according to the psychological ownership of internal workers and satisfying users' customer satisfaction. In addition, it is meaningful to enable the tax agent to pursue a change in the direction of future-oriented service provision, and a new research direction was suggested in terms of the professionalism, quality, and service expansion of the tax agent.

• Journal of Practical Engineering Education
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• v.14 no.1
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• pp.149-163
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• 2022

The rapid changes in the environment surrounding today's companies require continuous securing and retention of excellent human resources to maintain competitiveness. Therefore, research on work engagement (WE) and turnover intention (TI) was actively conducted as a representative factor necessary to secure the organizational competitive advantage and promote continuous growth. This is because the high performer has relatively high capabilities and high employability according to market demand, so securing and maintaining them is a very important issue from the perspective of corporate management. Research on the relationship between WE and TI have been conducted in various fields so far, but the results have been derived differently for each study. This means that there may be differences depending on the characteristics of the domestic context. However, studies that analyzed the relationship from a comprehensive and overall perspective are very rare, and the need for research is raised. Therefore, this study attempted to statistically analyze the relationship between variables and present research directions by synthesizing the results of existing studies. Through the analysis of previous studies, a meta-analysis was conducted on the effect of WE on TI within the organization in the domestic context to analyze the effect, and academic and practical implications were derived based on this.