This research investigated the factors that effect on the trust and loyalty in on-line shopping mall and analyzed a structural relationship of these variables. The variables are service quality, information quality of on-line WOM(afternote), reputation of on-line shopping mall. The Instrument dimensions of service quality are tangibles, responsiveness, assurance, diversity goods and price fairness. The Instrument dimensions of information quality of on-line WOM(afternote) are usefulness, abundance, accuracy and specialty. The Instrument dimensions of reputation of on-line shopping mall are cognizance and comment. The results by LISREL are as follows : There are 7 factors that effects on trust and loyalty. These are tangibles, responsiveness, assurance and price fairness of instrument dimensions of service quality, usefulness, specialty of instrument dimensions of information quality of on-line WOM, cognizance of the Instrument dimensions of reputation of on-line shopping mall. Specially, there are significant point that usefulness and specialty of afternote which can contact easily in on-line shopping mall effect on the trust and loyalty in on-line shopping mall.
1. Introduction Today Internet is recognized as an important way for the transaction of products and services. According to the data surveyed by the National Statistical Office, the on-line transaction in 2007 for a year, 15.7656 trillion, shows a 17.1%(2.3060 trillion won) increase over last year, of these, the amount of B2C has been increased 12.0%(10.2258 trillion won). Like this, because the entry barrier of on-line market of Korea is low, many retailers could easily enter into the market. So the bigger its scale is, but on the other hand, the tougher its competition is. Particularly due to the Internet and innovation of IT, the existing market has been changed into the perfect competitive market(Srinivasan, Rolph & Kishore, 2002). In the early years of on-line business, they think that the main reason for success is a moderate price, they are awakened to its importance of on-line service quality with tough competition. If it's not sure whether customers can be provided with what they want, they can use the Web sites, perhaps they can trust their products that had been already bought or not, they have a doubt its viability(Parasuraman, Zeithaml & Malhotra, 2005). Customers can directly reserve and issue their air tickets irrespective of place and time at the Web sites of travel agencies or airlines, but its empirical studies about these Web sites for reserving and issuing air tickets are insufficient. Therefore this study goes on for following specific objects. First object is to measure service quality and service recovery of Web sites for reserving and issuing air tickets. Second is to look into whether above on-line service quality and on-line service recovery have an impact on overall service quality. Third is to seek for the relation with overall service quality and customer satisfaction, then this customer satisfaction and loyalty intention. 2. Theoretical Background 2.1 On-line Service Quality Barnes & Vidgen(2000; 2001a; 2001b; 2002) had invented the tool to measure Web sites' quality four times(called WebQual). The WebQual 1.0, Step one invented a measuring item for information quality based on QFD, and this had been verified by students of UK business school. The Web Qual 2.0, Step two invented for interaction quality, and had been judged by customers of on-line bookshop. The WebQual 3.0, Step three invented by consolidating the WebQual 1.0 for information quality and the WebQual2.0 for interactionquality. It includes 3-quality-dimension, information quality, interaction quality, site design, and had been assessed and confirmed by auction sites(e-bay, Amazon, QXL). Furtheron, through the former empirical studies, the authors changed sites quality into usability by judging that usability is a concept how customers interact with or perceive Web sites and It is used widely for accessing Web sites. By this process, WebQual 4.0 was invented, and is consist of 3-quality-dimension; information quality, interaction quality, usability, 22 items. However, because WebQual 4.0 is focusing on technical part, it's usable at the Website's design part, on the other hand, it's not usable at the Web site's pleasant experience part. Parasuraman, Zeithaml & Malhorta(2002; 2005) had invented the measure for measuring on-line service quality in 2002 and 2005. The study in 2002 divided on-line service quality into 5 dimensions. But these were not well-organized, so there needed to be studied again totally. So Parasuraman, Zeithaml & Malhorta(2005) re-worked out the study about on-line service quality measure base on 2002's study and invented E-S-QUAL. After they invented preliminary measure for on-line service quality, they made up a question for customers who had purchased at amazon.com and walmart.com and reassessed this measure. And they perfected an invention of E-S-QUAL consists of 4 dimensions, 22 items of efficiency, system availability, fulfillment, privacy. Efficiency measures assess to sites and usability and others, system availability measures accurate technical function of sites and others, fulfillment measures promptness of delivering products and sufficient goods and others and privacy measures the degree of protection of data about their customers and so on. 2.2 Service Recovery Service industries tend to minimize the losses by coping with service failure promptly. This responses of service providers to service failure mean service recovery(Kelly & Davis, 1994). Bitner(1990) went on his study from customers' view about service providers' behavior for customers to recognize their satisfaction/dissatisfaction at service point. According to them, to manage service failure successfully, exact recognition of service problem, an apology, sufficient description about service failure and some tangible compensation are important. Parasuraman, Zeithaml & Malhorta(2005) approached the service recovery from how to measure, rather than how to manage, and moved to on-line market not to off-line, then invented E-RecS-QUAL which is a measuring tool about on-line service recovery. 2.3 Customer Satisfaction The definition of customer satisfaction can be divided into two points of view. First, they approached customer satisfaction from outcome of comsumer. Howard & Sheth(1969) defined satisfaction as 'a cognitive condition feeling being rewarded properly or improperly for their sacrifice.' and Westbrook & Reilly(1983) also defined customer satisfaction/dissatisfaction as 'a psychological reaction to the behavior pattern of shopping and purchasing, the display condition of retail store, outcome of purchased goods and service as well as whole market.' Second, they approached customer satisfaction from process. Engel & Blackwell(1982) defined satisfaction as 'an assessment of a consistency in chosen alternative proposal and their belief they had with them.' Tse & Wilton(1988) defined customer satisfaction as 'a customers' reaction to discordance between advance expectation and ex post facto outcome.' That is, this point of view that customer satisfaction is process is the important factor that comparing and assessing process what they expect and outcome of consumer. Unlike outcome-oriented approach, process-oriented approach has many advantages. As process-oriented approach deals with customers' whole expenditure experience, it checks up main process by measuring one by one each factor which is essential role at each step. And this approach enables us to check perceptual/psychological process formed customer satisfaction. Because of these advantages, now many studies are adopting this process-oriented approach(Yi, 1995). 2.4 Loyalty Intention Loyalty has been studied by dividing into behavioral approaches, attitudinal approaches and complex approaches(Dekimpe et al., 1997). In the early years of study, they defined loyalty focusing on behavioral concept, behavioral approaches regard customer loyalty as "a tendency to purchase periodically within a certain period of time at specific retail store." But the loyalty of behavioral approaches focuses on only outcome of customer behavior, so there are someone to point the limits that customers' decision-making situation or process were neglected(Enis & Paul, 1970; Raj, 1982; Lee, 2002). So the attitudinal approaches were suggested. The attitudinal approaches consider loyalty contains all the cognitive, emotional, voluntary factors(Oliver, 1997), define the customer loyalty as "friendly behaviors for specific retail stores." However these attitudinal approaches can explain that how the customer loyalty form and change, but cannot say positively whether it is moved to real purchasing in the future or not. This is a kind of shortcoming(Oh, 1995). 3. Research Design 3.1 Research Model Based on the objects of this study, the research model derived is
To be successful in increasingly competitive Internet marketplace, it is essential to capture customer loyalty. This paper deals with an intelligent agent approach to incorporate customer's sensibility into an one-to-one recommendation service in on-line shopping mall. In this paper the focus of interest is on-line recommendation service algorithm for development of Human Sensibility based web agent system. The recommendation agent system composed of seven services including specialized algorithm. The on-line recommendation service algorithm use human sensibility ergonomics and on-line preference matching technologies to tailor to the customer the suggestion of goods and the description of store catalog. Customizing the system's behavior requires the parallel execution of several tasks during the interaction (e.g., identifying the customer's emotional preference and dynamically generating the pages of the store catalog). Most of the present shopping malls go through the catalog of goods, but the future shopping malls will have the form of intelligent shopping malls by applying the on-line recommendation service algorithm.
A new subway, line 9 linking Western and Eastern Seoul began its services for citizens between Gimpo airport and Gangnam area within 30 minutes by express transit service. Seoul Metro Line 9 Corporation plans to operate both local transit service which will stop at every station, and express transit service that will stop at several key stations including junctions. The passengers on line 9 will be able to transfer to lines 2, 3, 5, 8, Bundang and Incheon International Airport. The Line 9 is expected to disperse the demand for line 2, having the most number of subway users, and will provide passengers with less crowded travel. The new line will also help residents in southern Seoul outskirts and Gyeonggi provincial cities including Bundang vicinity, and Gangdong area commuters get better access to Gimpo and incheon Airports. The Corporation expects to transfer 560,000 passengers daily by the subway line 9. Seoul Development Institute conducted network reshuffle study for Seoul Metro system to sort out congestion problem due to its irrational line alignments and inconvenient transfer. Among several candidate plans of network reshuffling, the direct connection of line 9 with line 5 was chosen as a pilot study. The study found that direct connection of the 2 lines is essential for enhancing transit utility and reducing automobile commuters.
As the real time multimedia data service has become available due to the rapid progress of computer and Internet technology, the users can enjoy the newly developed service, which is called Video On-Dem-and(VOD). However, most of service providers have not paid their attention much on the software for various service modes on VOD, but they are only concentrating un the hardware to provide with the high resolution video display. Therefore, the service providers are recently to pay more attention on the software to cope with the various demands of users than hardware. So this paper has designed and implemented the VOD service system for those demands. Since the VOD service system suggested by this paper enable off-line search functions through E-mail, the users can possibly get the necessary information from off-line Search without connecting to the server while the current VOD service can prominently help users to save the time and effort to sea고 and select the Video contents by using periodical current awareness service supported by PUSH technology and user oriented information booking and feedback service supported by SDI service.
A single line diagram is a graphic user interface to represent electrical connectivity between power equipments in distribution automation systems. This paper proposes a new single line auto-drawing technique based on the service oriented architecture. Web service, CIM(Common Information Model) and SVG(Scalable Vector Graphics) are adopted to implement SOA concept. A web service demo system was established which is configured with the service provider, consumer and broker to verify the feasibility of this study.
Software product line engineering is an approach to creating core assets by systematically exploits common that can be highly reusableand different characteristics in related system families that is domain. By adapting this approachin object and component paradigm, software productivity is extended. Recently, Software development paradigm is changed to service oriented paradigm which is using services that are core assets. Therefore, to develop service oriented software more flexible, systematic and to enhance business agility about business changes, we need adaptation of product line to creation of services that are core assets. In this paper, we propose an approach to create and specify domain service through combine of product line and service oriented paradigm. Domain service explicitly specifies commonality and variability by domain service common/optional property variability, operation type variability, message type variability. By using this approach, it can support efficient and flexible service oriented development by producing various services through customization of domain service for the purpose.
Fire or electrical problem while DC electric traction vehicle operation caused by various reasons can lead to not only suspension of the operation, but also severe aftermath such as massive casualty. In this paper, fire analysis on DC electric traction vehicle caused by electrical breakdown on line breaker, which is in connection with the power supply, is presented. When the electric arc, the by-product of frequent line breaker operation, is not fully diminished, it leads to electrical breakdown and fire. Especially, electrical breakdown can be easily induced by the open-and-close operation of inner contractor inside line breaker, eventually followed by ground fault and generation of transient current. Electric arc is consequent on the ground fault and acts as possible ignition source, leading to fire. Also, during the repetitive operation of the line breaker, the contactor is separated each other and some copper powder is generated, and the copper powder provided breakdown path, resulting in fire.
The Seoul subway line No.2 is the one of the busiest metro service line of the passenger transportation in Seoul metropolitan city. The number of the passengers served by the Seoul subway line No.2 is more than 1.9 million in a day according to the transportation reference of 2004, which is about
This study investigates the differences between the satisfaction factors of store characteristics depending on on-line clothing store type and its satisfaction index. The collected data were analyzed by using SPSS 10.0 software with various techniques such as paired t-test, T-test, Cronbach's . 3.2 Hypotheses 3.2.1 The Hypothesis of On-line Service Quality and Overall Service Quality shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient
shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient
On-line Recommendation Service Algorithm using Human Sensibility Ergonomics
(감성공학을 이용한 온라인 추천 서비스 알고리즘)
Subway Line 9 Express Transit Service & Direct Link Proposal with Line 5
(뉴스초점 - 지하철 9호선의 급행화 및 5호선과의 직결대안)
A Design and Implementation of VOD Service System with Off-line Search Function
(오프라인 검색기능을 가진 주문형 비디오 서비스 시스템 설계 및 구현)
Service Oriented Architecture based Single Line Diagram Auto-drawing Technique in Distribution Automation Systems
(서비스 지향적 방법론 기반의 배전선로 회선별단선도 생성 기법)
An Approach to Developing Service Descriptions Based on Product Line
(프로덕트 라인 기반 서비스 명세 생성 방법)
Analysis of Fire Accident on DC Electric Traction Vehicles Caused by Breakdown in the Line Breaker
(회로 차단기 절연파괴로 인한 직류 전기철도 화재 사고사례 분석)
Signalling system switch-over and Interoperability implementation without Suspension of the Train service (Seoul Line No.2 Signalling system refurbishment)
(열차 운행의 중단없는 신호시스템 절체 및 병행운전 구현 (서울 2 호선 신호설비 개량))
The Satisfaction of Store Characteristics Depending on On-Line Store Type
(온라인 의류 점포 유형에 따른 점포속성 만족도)
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