• Journal of Wellbeing Management and Applied Psychology
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• v.7 no.3
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• pp.43-53
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• 2024

Purpose: his study aims to explore how healthcare provider service characteristics in telemedicine services, which have become more common since the pandemic, affect rapport formation and service satisfaction with healthcare providers. Research design, data and methodology: A group of actual telemedicine users underwent data collection and empirical analysis. After analyzing reliability and validity, hypotheses were tested using a structural equation model. Results: Key perceived attributes of healthcare providers in telemedicine services were identified as doctor effort, doctor listening, and doctor expertise. Each of these variables had a significant positive impact on trust in telemedicine. Moreover, these attributes significantly positively impacted rapport formation and user service satisfaction, which was mediated by trust. However, the direct impact of rapport formation on service satisfaction was not supported. Conclusions: The study's findings have academic and practical implications for expanding telemedicine services. As an initial empirical study on telemedicine services, it confirms the importance of trust and rapport formation even in non-face-to-face medical situations. In order to overcome the limitations of non-physical contact, telemedicine services should strive to develop UI/UX designs that are more interoperable and boost trust in service apps.

• Journal of Korean Academy of Nursing Administration
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• v.11 no.1
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• pp.59-66
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• 2005

Purpose: The purpose of this study was to identify the effects images about medical organizations and the quality of service on customer satisfaction of obs and gyn patients. Method: The subjects of this study were selected conveniently 220 women among obstetrics and gynecology outpatients( who visited H- doctor's office of the first medical organ, P- hospital of the second medical organization, Chospital of the third medical organization). The data were collected from August, 20th 2004 using structured questionaires which included modified form of SERVPERF and customer's satisfaction scale by oliver & swan(1989), and modified form of image scale by kang(1997). Results: Image of hospital(45.3%), visiting frequencies(9.3%), service provider (3.9%) and convenient use(1.2%) of the quality of medical service were significant predictors to explain customer's satisfaction. Conclusion: To increase customer's satisfaction of obs and gyn patients, it is required to developed strategies that improve image of hospital and the quality of service to service provider and convenient use of hospital.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.8
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• pp.593-600
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• 2021

Service failures are fairly common these days, and recovering from them is difficult. If service failures are not addressed quickly, the service provider may lose revenue and customers. A good service recovery strategy will positively impact the business results of the service provider. The study aims to demonstrate the impact of service recovery on the satisfaction and word of mouth of international visitors towards homestays in the Mekong Delta, Vietnam. The research data was collected from 320 international visitors who have used services at homestays and experienced service failures in the Mekong Delta, Vietnam. Structural equation modeling was applied to analyze the data. The result shows that 3 dimensions constitute service recovery which are distributive justice, interactional justice, and procedural justice. Most importantly, the study has proved the positive impact of service recovery on both satisfaction and word of mouth of overseas tourists towards homestays in the Mekong Delta, Vietnam. The results have stressed the importance of service recovery to tourists' perceptions of service quality and service image. In addition to this, the study suggests that homestay owners should develop risk handling and risk prevention plans for their services.

• Journal of Information Technology Applications and Management
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• v.17 no.1
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• pp.55-81
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• 2010

ASP service users' needs for flexible and customized services to deal with changes in business environments and user contexts seems to be appealing due to the progress of technology and IT paradigm such as ubiquitous computing and web 2.0. Through the lens of expectancy confirmation and flexibility, we explored factors that influence users' repurchase intent and organizational benefit in ASP services. With an empirical study, we examined information quality, service quality, flexibility, customization, user satisfaction, trust in ASP services can contribute to the repurchase intent and organizational benefit. In addition to, business type and company size are added to the research model as control variables for user satisfaction, trust, and repurchase intent. Our findings suggested that the service quality and flexibility significantly were cruicial determinant of user satisfaction in ASP services. Furthermore, user satisfaction significantly influenceS repurchase intent, and organization benefits were affected by repurchase intent. This study has important implications for academic researchers and practitioners who seek to understand factors that affect ASP service users' repurchase intent and organization benefits.

• Journal of Korean Society of Transportation
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• v.25 no.5
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• pp.7-14
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• 2007

The purpose of this study is to investigate the differences between the service providers and the users of 3PL services, in their perceptions about the qualities. The results of analysis identified five elements of the quality of 3PL services: reliability, efficiency, tangibility, responsiveness, and timeliness. The perceived importance and satisfaction showed the significant differences between 3PL service providers and the clients for all of the five elements. With respect to importance, efficiency showed the largest cognitive difference. Timeliness appeared to be the most important element perceived by both the service providers and the users. In terms of satisfaction, responsiveness indicated the biggest cognitive difference. In addition, it was noticed that the clients' satisfaction levels were particularly low, with respect to responsiveness and efficiency. It must be a strategic task of the 3PL service provider to improve customer satisfaction by reducing those cognitive differences.

• International Journal of Advanced Culture Technology
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• v.7 no.1
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• pp.1-7
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• 2019

The purpose of this study is to investigate and analyze the service satisfaction of users using community service, and to suggest directions for continuous growth and high service of social service providers in the future. This study was conducted on G metropolitan cities. T-test and one-way ANOVA were conducted for the comparison of 476 users of social service users by gender, income level, and age. In addition, multiple regression analysis was conducted to identify factors affecting user satisfaction. The statistical package analyzed was SPSS 21.0. As a result of the study, the application process, the satisfaction of the service period, and the satisfaction of the service provider were statistically significant at the income level. In addition, in the age group satisfaction, the application procedure, the satisfaction of the service period, the satisfaction of the service frequency, and the satisfaction of the workforce were statistically significant.

• Journal of KIISE:Information Networking
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• v.32 no.2
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• pp.220-235
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• 2005

Internet Service Quality has been constantly the center of attention to Internet Service Providers. The KII project plan (Korea Information Infrastructure) aims to build broadband backbone networks mainly through optical fiber cables and ATM switches and to Provide the government ministries, local authorities and non-profit organizations with high-speed, highly capable broadband access to these networks at reasonable rates. The KB service model, however, is different from other Internet Service models much in the same way SP (Service Provider) and NP (Network Provider) differ from each other. In this paper, we evaluate KII service according to various customer satisfaction indicators under the methodologies and categories as put forth in both the ACSI (American Customer Satisfaction Index) and SEM (Structural Equation Model). We use a structural equation model (SEM) to demarcate the Korea Information Infrastructure Customer Satisfaction Index (KIICSI) in relation to network service quality. The results of our study suggest some strategies for the KII Project need to be modified and effectively implemented in order to increase the satisfaction level of the KII customers.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.38 no.2
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• pp.91-100
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• 2015

In this study, we propose an efficient two-phase heuristic policy, called an acceptance tolerance control policy, for Infrastructure as a Service (IaaS) cloud services that considers both the service provider and customer in terms of profit and satisfaction, respectively. Each time an IaaS cloud service is requested, this policy determines whether the service is accepted or rejected by calculating the potential for realizing the two performance objectives. Moreover, it uses acceptance tolerance to identify the possibility for error with the chosen decision while compensating for both future fluctuations in customer demand and error possibilities based on past decisions. We conducted a numerical experiment to verify the performance of the proposed policy using several actual IaaS cloud service specifications and comparing it with other heuristics.

• THE INTERNATIONAL COMMERCE & LAW REVIEW
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• v.34
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• pp.157-185
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• 2007

The purpose of this thesis is to contribute to the activation of e-contract service for one stop e-trade by analyzing the problems and its solutions in e-contract service at home and abroad. In order to achieve the purpose of this thesis, case studies are done on e-contract service providers such as CECTRUST service of NTT DATA in Japan and HanCM.com of Haansoft in Korea and user companies such as Taisei Corporation using CECTRUST service and Hyundai Card using HanCM.com. The problems in the e-contract service are the lack of e-contract service providers, rare publicity of e-contract service, limited use of e-contract service at only home, higher pricing for e-contract service, short time management of e-contract documents by service providers, no application of newly developed security technology to e-contract service, unsatisfaction of requirements of e-contract service provider as trusted third party, absence of lower pricing e-contract service by service provider, authorizing key error in electronic signature under recognized authentication system in case of fail in renewal of digital certificate and reproduction of digital certificate. The solutions of these problems are the upbringing of e-contract service providers, broad publicity of e-contract service, development of e-contract service on a global basis, establishment of lower pricing for e-contract service, long time management of e-contract documents by service providers, application of newly developed security technology such as bio technology to e-contract service, satisfaction of requirements of e-contract service provider as trusted third party by designation of recognized e-document repository, development of lower e-contract service by way of application service provider(ASP), introduction of time stamping of e-contract document and signature key value. The limitation of this thesis is that the problems and its solutions could not meet with the broad recognition as they are conferred by intuition because of few e-contract service provider.

• The Journal of Information Systems
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• v.32 no.3
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• pp.63-83
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• 2023

Purpose With the continuous growth of the OTT services market, trust issues are becoming increasingly important, but research on this topic is still in its infancy. The purpose of this study is to identify the structural relationship between information system quality and reuse intention of OTT services and to analyze the impact of trust and user satisfaction. Design/methodology/approach This study proposed a research model based on the information system success model. In this study, a survey was conducted among 236 Korean users who have used OTT services within the last six months. Findings The results of the analysis showed that text quality and visual quality had a significant impact on trust in OTT services, with text quality having the largest impact. System quality and text quality also had a significant impact on trust in OTT service providers. However, visual quality did not have a statistically significant effect on trust in the service provider. Trust in the OTT service and the service provider was analyzed to have a significant impact on user satisfaction. However, it did not have a statistically significant impact on reuse intention. These findings have important implications for improving trust in OTT services to increase users' reuse intentions. It is also expected to contribute to further expanding the field of OTT service research.