• East Asian Journal of Business Economics (EAJBE)
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• v.6 no.2
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• pp.14-27
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• 2018

Purpose - The purpose of this study is to analyze the effect of 'delivery service quality' of online fresh food shopping malls on 'e-satisfaction' and 'repurchase intention' of online customers. Research design, data, and methodology - To demonstrate the relationship between the delivery service quality of online fresh food shopping mall and the e-customer satisfaction and repurchase intention, the research model was designed with 5 sub-factors (promptness, accuracy, economy, safety, information) based on the contents of previous studies. The data collection is conducted with sampling survey. The participants are customers who have visited, purchased and received their orders within the last 6 months in online fresh food shopping malls. This study analyzed collected data, then confirmed and finalized the hypothesis by using IBM SPSS Statistics 21.0 statistical program. Results - Hypothesis 1: The service quality of online fresh food shopping mall will have a statistically significant effect on online customers' e-customer satisfaction. Hypothesis 2: The service quality of online fresh food shopping mall will affect the repurchase intention of online customers. Hypothesis 3: The e-customer satisfaction of online fresh food shopping mall will have a statistically significant effect on repurchase intention. Among the 5 sub-factors (promptness, accuracy, economy, safety, information) of delivery service quality, three factors such as promptness, accuracy, and safety have stronger influence on e-satisfaction and repurchase intention of online customers. Conclusions - This study has proven the feasibility and viability of the hypotheses that 1) The excellent delivery service quality of an online fresh food shopping mall primarily affects e-customer satisfaction; and that 2) Ecustomer satisfaction will secondarily serve to improve repurchase intention.

• Knowledge Management Research
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• v.12 no.2
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• pp.56-68
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• 2011

The rapid changes in business environments are also applicable to the delivery service field. Numerous companies are using smart phones in order to perform work of the delivery service field that is rapidly developing every year. Smart phones established ubiquitous work environments where access to the server of the head office is possible through telephones, scanners, and the internet anywhere and anytime. However, although smart appliances including smart phones have been diffused, empirical analysis of use of them in actual has not been attempted much. In this regard, current study empirically analyzes how connectivity and context-awareness function of smart phones based on the TAM(Technology Acceptance Model) influence the continuous intention to use through trust, usefulness, and ease of use. The results indicate that the connectivity and context-awareness function, which are natures of smart phones, had impacts on the ease of use and trust, but not on the usefulness. Based on these results, this study suggests implications and future research directions regarding the planning and realization of smart appliances.

• Journal of the Korea Society for Simulation
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• v.22 no.3
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• pp.43-53
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• 2013

The paper addresses the introduction of outsourcing of delivery service for the small service industries such as delivery based restaurant in order to increase the profit and revenue of the service company, upgrade the delivery satisfaction for the customers, and expand the welfare of the senior people through the work. The chinese restaurants are selected as model service companies, outsourcing of delivery services are suggested for those restaurants and simulation models are developed for all operation systems for them. Some of input data for the simulation are collected from the real world and others are refined through the interview with the field workers. 6 scenarios are established considering the number of deliverers and delivery charges and simulation experiments for each scenario have been done according to the 3 kind of situations of the service companies. The results show that introduction of outsourcing increases the revenue and profit of the service company, decreases the service time for the customers and increases the revenue of the delivery outsourcing company employing the senior people. So delivery outsourcing for the service industries can be considered as a good solution for the welfare problem of the senior people.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.35 no.4
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• pp.194-201
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• 2012

Because the difference between products and services are getting less and less, service and manufacturing companies' efforts are increasingly focused on utilizing services to satisfy customers' needs under today's competitive market environment. The value of services depends on service reliability that is identified by satisfaction derived from the relationship between customer needs and service providers. In this paper, we extend concepts from the fault tree analysis for reliability analysis of tangible systems to services. We use an event-based process model to facilitate service design and represent the relationships between functions and failures in a service. The objective of this research is to propose a method for evaluating service reliability based on service processes using service blueprint and FTA. We can identify the failure mode of service in a service delivery process with a service blueprint. The fuzzy membership function is used to characterize the probability of failure based on linguistic terms. FTA is employed to estimate the reliability of service delivery processes with risk factors that are represented as potential failure causes. To demonstrate implementation of the proposed method, we use a case study involving a typical automotive service operation.

• Asian Journal of Business Environment
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• v.14 no.2
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• pp.31-40
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• 2024

Purpose: This study aims to explore the factors affecting the willingness to pay for chicken delivery services targeting college students. The results of this study provide insights for improving food delivery market services and developing effective marketing strategies. Research design, data and methodology: A survey employing a questionnaire was administered to students at Chungbuk National University over a 10-day period from May 15 to May 24, 2023. Out of 232 distributed surveys, 218 were considered suitable for analysis. Binomial logistic regression analysis was conducted with the willingness to pay for delivery fees contingent on chicken price, serving as the dependent variable. Results: The main findings are following. First, as the price of chicken increases, the percentage of individuals willing to pay more than 2,000 won for delivery services decreases. Second, regardless of chicken price, males exhibit a lower tendency to bear higher delivery service fees compared to females. Lastly, those who lack awareness of their recent delivery fees or have previously paid charges exceeding 3,000 won demonstrate a greater propensity to pay higher delivery service fees compared to those who have paid fees below 3,000 won. Conclusions: It is essential for chicken sellers to identify key customer segments such as single-person households, and offer pricing and services tailored to their needs and preferences.

• Journal of Information Management
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• v.43 no.4
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• pp.169-189
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• 2012

Based upon the provision of limitation of copyrights, libraries may provide the document delivery service which supplies copies of journal articles and book chapters owned at other libraries by request of users. However, more proactive information service is required as more users want to use the digital delivery of documents published overseas. This study reviews copyright law of Korea and international conventions related to the document delivery service. It then examines foreign cases to see how overseas information centers clear copyrights. Finally this study suggests that copyright clearance methods be adopted to make a proactive information service. Through those methods, a new information service model may be planned, which meets various information needs while protecting copyright.

• The Journal of Society for e-Business Studies
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• v.21 no.2
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• pp.47-59
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• 2016

Parcel service is to deliver goods from one place to the designated destination requested according to user request. Parcel operations such as sorting, distributing, etc. or the managed information are heterogeneous by the companies. Additionally, it is impossible to support interoperability between companies with unformatted data of manual processing. Most parcel package boxes attached to paper typed waybill is attached is delivered to consignee. So, security problems such as personal information leaking are occurred, or extra processing time and logistics costs are needed due to wrong or the damaged information. Business environment of parcel service is rapidly changed as introducing unmanned delivery or the advanced technology such as Internet of Things. User want to know the accurate status or steps from parcel service request to delivery. To provide these requirements, the unified and integrated waybill information for reliable transportation of parcel service is needed. This information will provide to pickup or delivery carrier, warehouse or terminal, and parcel service user per pickup, transport, and delivery stage of parcel delivery service. Therefore, this paper defines the simplified and unified information model for parcel service waybill by analyzing information systems used for logistics unit processes that is occurred to parcel service, and manual work processes, and developing the relevant information of work flows occurred between business processes or transactions with the collected or processed information by from parcel service's stages. It is possible to share these standard model between business entities, and replacing paper typed waybill will improve national life safety as preventing security threats by paper typed waybill. As a result, it will promote the public interest from the stakeholder's perspective.

• International Journal of Quality Innovation
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• v.8 no.1
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• pp.27-39
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• 2007

In this study, we investigated the effects of service quality on customer satisfaction in education service industry, focusing on the opinion of dissatisfied customers who have decided to switch the service provider. Additionally, in professional service industries such as law, hospital, and education, customers expect visible results which are often ignored in earlier service quality studies. Customer's comprehensive assessment of the professional service depends on both process quality experienced during service delivery and service result perceived after service delivery. The hypotheses on the causal relationships among service quality, customer satisfaction, intention to switch service provider, and service performance were tested by using Structural Equation Model.

• Journal of Korean Library and Information Science Society
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• v.29
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• pp.27-63
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• 1998

The purpose of this study is to analyze the document delivery service(DDS) of the academic libraries and suggest its improvement model in Korea. DDS means providing copies of information requests in any format and from any source. And DDS is gaining in importance as libraries turn to 'just-in-time' access rather than 'just-in-case' collection to meet user information needs. By good fortune, rising journal subscription prices, declining financial resources, canceling some of journal subscriptions, electronic transmission technologies, and the rise of commercial document delivery services have allowed libraries to begin to deliver articles to users in a much more rapid and acceptable time frame. Therefore, the library paradigm for the 2000s must be the creation of new document delivery structures which capitalize on the access tolls and structures created by librarians during the past generations. First of all, library-based document service requires a close review of existing library-to-library delivery mechanisms, application of technology to transfer of facsimiles of materials and facilitated use of existing fee-based document sources. The ideal document delivery system would feature a transparent, seamless electronic service incorporating searching and browsing identification and marking of desired items, and transmission and fulfillment of requests. And requested items would be supplied from library collection, commercial suppliers, or other sources. But the future of DDS will succeed when physical resources, policies, personnel, and practices are organized to provide timely information delivery to users.

• Journal of Distribution Science
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• v.22 no.9
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• pp.85-95
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• 2024

Purpose: Online food delivery platforms face challenges to operational efficiency due to increasing demand, a shortage of drivers, and the constraint of a one-order-at-a-time delivery policy. It is imperative to find solutions to address the inefficiencies in the food delivery industry. Bundling multiple orders can help resolve these issues, but it requires complex computations due to the exponential increase in possible order combinations. Research design, data and methodology: This study proposes three bundle delivery systems-static, dynamic, and hybrid-utilizing a machine learning-based classification model to reduce the number of order combinations for efficient bundle computation. The proposed systems are analyzed through simulations using market data from South Korea's online food delivery platforms. Results: Our findings indicate that implementing bundle systems extends service coverage to more customers, increases average driver earnings, and maintains lead times comparable to standalone deliveries. Additionally, the platform experiences higher service completion rates and increased profitability. Conclusions: This suggests that bundle systems are cost-effective and beneficial for all stakeholders in online food delivery platforms, effectively addressing the inefficiencies in the industry.