• The Journal of Asian Finance, Economics and Business
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• v.7 no.9
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• pp.517-526
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• 2020

This research investigates the relationship among product quality, service quality, perceived value, customer satisfaction, and behavior intentions. Validated measurements were identified from a literature review. The measurement model and the conceptual model depicting hypothesized relationships were evaluated based on responses from 220 customers using confirmatory factor analysis and structural equation modeling. The testing results show that, for the direct path, product quality has a significant, positive influence on customer satisfaction, and behavioral intentions. Also, perceived value directly influences customer satisfaction and behavioral intentions and satisfaction is an antecedent of behavioral intentions. For the indirect path, service quality has a significant, positive influence on behavioral intentions through the customer satisfaction. The major finding of this study suggest that service quality easily attract more customers, especially the young consumers. About the sale personnel, communication skills, knowledge and ways of treatment to customers are crucial to retailers to gain competitive advantage over competitors. Therefore, it should have clear and consistent processes, procedures with criteria that create the best condition for organization and individual to open this kind of retailing store. Furthermore, product quality improvement is essential; all products must have clear originality; and diversifying products and services is also the way to appeal more consumers.

• The Journal of Industrial Distribution & Business
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• v.15 no.7
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• pp.1-9
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• 2024

Purpose: This research adopts the SERVQUAL and LSQ frameworks to examine the correlation between return reverse logistics service quality of the JD platform and customer satisfaction, as well as the linkage between consumer satisfaction and repurchase intention. Research design, data and methodology: A comprehensive literature review on both domestic and international logistics service quality has been conducted. Considering the unique aspects of JD's return reverse logistics services, an evaluation framework with 5 dimensions and 21 indicators is formulated, including communication, information, return process, empathy, and convenience. A conceptual model exploring the influence of JD's reverse logistics service quality on customer repurchase intention is developed, proposing six hypotheses. For this investigation, 358 valid questionnaires were collected, processed, and analyzed using SPSS 22.0. The structural equation modeling was conducted and validated through AMOS 21.0 software. Results: Following a thorough analysis of data, it reveals that: (1) Information quality, return process quality, and empathy significantly enhance customer satisfaction. (2) Customer satisfaction positively impacts repurchase intention. Conclusion: Based on these findings, three strategic recommendations are offered for e-commerce platforms with in-house logistics systems. The research also discusses limitations and future research directions.

• The Journal of Society for e-Business Studies
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• v.12 no.4
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• pp.145-163
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• 2007

Service-Oriented Architecture is a style of information systems that enables the creation of applications that are built by combining loosely coupled and interoperable services. A service is an implementation of business functionality with proper granularity and invoked with well-defined interface. In service modeling, when the granularity of a service is finer, the reusability and flexibility of the service is lower. For solving this problem concerns with the service granularity, it is critical to identify and define coarse-grained services from the domain analysis model. In this paper, we define the process to identify services from the Use Case model elicited from domain analysis. A task tree is derived from Use Cases and their descriptions, and Use Cases are reconstructed by the composition and decomposition of the task tree. Reconstructed Use Cases are defined and specified as services. Because our method is based on the widely used UML Use Case models, it can be helpful to minimize time and cost for developing services in various platforms and domains.

• Journal of Information Technology Services
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• v.9 no.1
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• pp.43-56
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• 2010

With the improvement of the Information Technology and the change of the business environment, the dependency of business on the Information Technology shows sharply increase. The Information Technology, however, is centered on the support of the technology viewpoint and thus the influence and effect of Information Technology on the business is hardly analyzed. The information system, therefore, requires not only technology-centric support management but service-oriented and systematic introduction of Information Technology Service Management(ITSM). The domestic ITSM market is currently expanding into variety of industries like finance, telecommunication, manufacturing and public service and at the same time the consequent reconstruction process of information system is continuously under way so as to qualify for the ISO 20000 certification. Especially the public organizations rapidly adopt the ITSM, in order to improve the quality of public service together with a goal of realizing the electronic government and of managerial innovation. The existing ITSM still, however, shows the tendency of depending only on the system construction and the management on the visible requirements whereas the overall process is not likely being improved. Hence, this study suggests, focusing on the life cycle of service, the model of ITSM based on Information Technology Infrastructure Library(ITIL) v3 which is appropriate for the public service. We expect, as stated in this study, that our ITSM model shall be widely accepted to the public agencies who promote the advance campaign by setting up the ITSM or reconstructing the existing process.

• Journal of Digital Convergence
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• v.16 no.11
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• pp.303-312
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• 2018

The purpose of this study is to design the easy payment service research model and to find the influencing effect on the intention for the reuse of easy payment service by analysing the factors such as the social influence, the promotion condition, the security and the convenience as UTAUT model has. Also the research model employs the trust and the user satisfaction as parameters. The result shows that even though people feel the trust due to the convenience by the social influence, it has a negative influence on the user satisfaction if the risk recognized in the easy payment service and the weakness in the security are anticipated. The results of this study are academically meaningful as they established the research model for the easy payment service and the theoretical basis of the easy payment service area; they have provided the various practical implications.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.12 no.4
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• pp.1589-1596
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• 2011

Through the convergence of the games industry value creation is possible regions. It typically appears as a Serious Game. Education, medical, defense such as industry and convergence are creating greater added value. The government also identified the importance of the games industry, and the budget set, game development, support business, human resources development policy, along with business and industry to industry to solve the social problems of regulatory policy and operations are being announced. However, by accessing it from a different perspective on the continued growth of the industry's problems is thought to act as. Thus, policymakers in government positions and in fact industry to conduct business in the private sector to reflect both the position of the design of a new development approach is needed. In this study examines the current game industry development policies, as well as activities at corporate level and industry level, the activities of national at the same time that the service should consider using a model with an integrated perspective of the games industry development policy is proposed.

• International Journal of Internet, Broadcasting and Communication
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• v.7 no.1
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• pp.70-74
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• 2015

The cloud computing are provided various ways for accessing resources and services through collaboration. In this paper, we present a cloud computing model for collaboration in cloud environment. By introducing a model, it is possible to introduce and develop an application required for the database and business services. SaaS model can be applied overall or partially. In particular, business operations need various software. Since cost reduction and applying immediate service are available, it is possible to realize the business environment and high quality service.

• Journal of Information Processing Systems
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• v.10 no.2
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• pp.240-255
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• 2014

Cloud computing has increasingly been drawing attention these days. Each big company in IT hurries to get a chunk of meat that promises to be a whopping market in the future. At the same time, information is always associated with security and risk problems. Nowadays, the handling of these risks is no longer just a technology problem, with a good deal of literature focusing on risk or security management and framework in the information system. In this paper, we find the specific business meaning of the BMIS model and try to apply and leverage this model to cloud risk. Through a previous study, we select and determine the causal risk factors in cloud service, which are also known as CSFs (Critical Success Factors) in information management. Subsequently, we distribute all selected CSFs into the BMIS model by mapping with ten principles in cloud risk. Finally, by using the leverage points, we try to leverage the model factors and aim to make a resource-optimized, dynamic, general risk control business model for cloud service providers.

• Journal of Distribution Science
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• v.18 no.1
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• pp.59-69
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• 2020

Purpose: This study aims to examine such relationships as the experiential value that customers respond to with regard to maintenance service by empirically revealing how the quality of auto maintenance and repair service affects both customer satisfaction and intention to reuse the same service through the Perceived-experiential Value of customers. Research design, data and methodology: The research model was designed with service qualities such as human quality, material quality, interaction quality, and system quality as independent variables, perceived-experiential value as a parameter, and service satisfaction and return visit intention as dependent variables. Through a questionnaire composed of 24 items, a total of 319 survey data from customers with the experience of using car maintenance service centers in Korea were collected and analyzed using a structural equation. Results: The material quality did not affect the customers' perceived-experiential value, whereas the interaction quality had the greatest influence. It is confirmed that human quality, interaction quality, and system quality can generate customer satisfaction and repurchase intention through the perceived-experiential value. Conclusions: The experiential value of customers can play an important medium role in improving satisfaction, with customers considering interaction quality important. Therefore, the auto maintenance and repair service should consider relationship-focused service strategies.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.2
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• pp.1101-1109
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• 2021

Nowadays, quality affects product or service performance and customer loyalty in the competitive business' environment. This is truly important when it comes to how the customer interprets the service's satisfaction and the judgment of the purchase process as a whole, in view of the fact that service quality is an abstract and elusive construction due to the three characteristics of services: intangibility, heterogeneity, and inseparability of output and consumption. The main purpose of this paper is to determine the hotel service quality using the Fuzzy Analytic Hierarchy Process (FAHP) and SERVQUAL method. In this study, a five-star hotel's real case is considered in evaluating the service quality criteria. The results revealed that Tangibles and Assurance are the most critical service quality criteria in the hotel industry. Accurate records, service consistency, Necessary arrangements for disabled people, Service flexibility to guests' demands, and Providing the services at the time it promises are the most influencing sub-criteria of service quality. These findings indicate that hotels should concentrate on sequentially and organized priority factors to enhance service quality. This method of service quality assessment may also aid in distinguishing between hotels. Finally, as a future direction, more additional parameters can be used as a potential guide in our proposed model for the dynamic decision-making approach.