• Journal of the Korean Society for information Management
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• v.36 no.2
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• pp.31-56
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• 2019

The user satisfaction and needs of an academic library were caught through a questionnaire survey in this study. The aim of this study is to draw up the CRM based plan for meeting user needs on the study. The users' demographic information, library resources & their use, homepage, services, and facilities/environment of the library were categorized in the questionnaire and analyzed for this study. The major conclusions of this study are: (1) The library resources use was the highest, and its facilities/environment was the lowest in the user satisfaction study. It also revealed that there are much necessities for the quick acquisition and dissemination of the requested material to the library users, and for the inter-library loan (ILL) services among campuses for the subscription books in the library resources use study, too; (2) There are a lot of necessities for the improvement of OPAC retrieval and the subscription books system, and menu rearrangement in the library homepage; (3) There are a lot of necessities for the plans of more frequent library event, more detailed event guidance, and more reinforcement of public relations such as SMS, push services of SDI etc. in the library user services; and (4) There are a lot of necessities for the improved policies to the complaints of library users such as the lack of common study place and lockers, air conditioning and heating problem, complaints about facilities management of restroom (lack of toilet paper), library accessibility on campus, unauthorized user management etc. in the facilities/environment of the library.

• Information Systems Review
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• v.24 no.1
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• pp.59-87
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• 2022

Since over-the-top (OTT) service has emerged as a new way of consuming video contents, OTT markets grow exponentially and the competition among the OTT services becomes intense. Only limited systematic research effort has been paid to understand why users subscribe such OTT services among other services. Therefore, we used developmental sequential mixed methods approach to find out the quality factors and their effect on post-subscription experiences and continuance intention. In the qualitative study, we derived six factors which a user considers important to continue the subscription. Based on the explored factors, we hypothesized a research model with modified three qualities from ISSM. The proposed research model was validated through quantitative research, a survey of 226 OTT service users in South Korea, using structural equation modeling. The results indicated that content quality is the key factor affecting both perceived enjoyment and satisfaction whereas system quality affects satisfaction, and service quality only affects enjoyment. Enjoyment affects satisfaction which sequentially affects continuance usage intention. This study contributes to research by modifying ISSM through mixed methods. It also provides OTT service providers with insight to enhance users' post experience and continuance intention to use the service through qualities derived from the interview.

• International Commerce and Information Review
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• v.12 no.2
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• pp.59-83
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• 2010

The purposes of the study is to evaluate the discrepancy between user's expectation and satisfaction degree in the service of uTradeHub. In this regard, this study infers general solutions in order to induce the intersection area using IPA technique. Then this paper will present directions to improve the service of uTradeHub. In terms of methodology, this article disclosed that IPA model approach is greatly useful to evaluate user's attribute. First, variables like the link of different works(f1), trust of system(f4), information connection(f7) are located on the first quadrant. This means that importance and satisfaction are all high variables for user. So, this is very important variables that need continuous administration in order to maintain present state. Second, variables such as the speed of information acquisition(f2), improvement of use(f3), stability of system(f5) are located on the second quadrant. This means that user's importance is high but user's satisfaction is low. Therefore, this area needs an active improvement strategy and quick maintenance for e-Trade application. Third, variables like the appropriateness of information usage fees(f8), easy subscription(f9), customer support service(f10) are located on the third quadrant. Because these variables are all low for user's importance and satisfaction, we have to arrange strong and radical remedy for e-Trade service. Finally, variables like information offer(f6) are located on the fourth quadrant. This means that user's satisfaction is high but user's importance is low. The research result suggests that e-Trade service development would be re-organised as much as user feels the importance of process innovation.

• Knowledge Management Research
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• v.16 no.3
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• pp.41-63
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• 2015

This paper investigated main determinants of purchase intention for VOD contents by employing an extended technology acceptance model. The findings showed that 'user activeness' is the critical external variable influencing five perceived belief variables, namely perceived usefulness, perceived playfulness, perceived quality, perceived complexity and perceived cost. Regarding consumer satisfaction for free VOD service, it had no direct effect but indirect effect on the purchase behavior, meaning that the satisfaction causes purchase intention for VOD contents via the cognitive attitude. Also, the moderating e!ect of use experience on the relationship between the belief variables and the purchase intention was confirmed. Users with much experience showed a higher perception for usefulness and quality, whereas users with less experience placed a higher value on the hedonic factors and costs. In contrast to previous studies on IPTV that mainly focused on determinant of IPTV subscription, this paper analyzed VOD that is a killer application of IPTV in identification of key factors for the acceptance. The findings provide IPTV operators some strategies to create customer value and improve profitability.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2007.11a
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• pp.273-287
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• 2007

The mobile Internet (M-Internet) service is a form of subscription-based information Systems (IS) services in which usage continuance is essential for the eventual success of the service providers. However, previous research on IS continuance has focused mainly on the technology user aspects despite the fact that the user plays a dual role of being a technology user and service consumer in many IS usage contexts. This study thus aims to examine IS continuance based on the theoretical foundation of dedication-based and constraint-based customer relationship development in the context of M-Internet service. Four customer relationship development factors (satisfaction, perceived value, familiarity, and switching costs) are identified and tested on how they affect continuance intention from a survey conducted on M-Internet service users. Then, the results of this study are discussed along with its limitations and implications.

• Journal of dental hygiene science
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• v.11 no.5
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• pp.437-444
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• 2011

This study was conducted to collect the basic data to provide for the purpose of the development of dental field. This research is to find the relationship between the empowerment perception level and job satisfaction of dental hygienists working in dental clinics and the factors influencing on work achievement in the system of dental clinics. The subjects of the research is some randomly chosen at dental clinics located in Seoul City during the period from March 22 to April 30, 2010, and the sample of 256 female dental hygienists working in the field were recruited as the analysis object group. The following shows the results of this study. 1. The empowerment level of the subjects was 3.63. It is significant statistically that the longer working career or higher annual salary, the higher empowerment level (p<0.05). 2. Dental hygienists who are in charge of education counsel(p<0.01) and who have a permanent job(p<0.05) have higher empowerment level than others. 3. The job satisfaction of the subjects was 3.18. It was significant statistically that the increaser age(p<0.05) or in the journal subscription group, the higher job satisfaction (p<0.001). 4. In regression analysis, meaningfulness, self-determination were proved as a significant factors that is related to the job satisfaction in dental hygienists (p<0.05). This finding shows high job satisfaction in dental hygienists who hold high level of empowerment perception. Therefore, I suggest that the organization of dental clinic needs to improve its capability and efficiency with the efficient manpower management. Particularly, in order to increase job satisfaction, A need exists to develop various kinds of leadership training and educational programs to enhance the empowerment of dental hygienists as professionals through independent decision making and role executions.

• Journal of Distribution Science
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• v.19 no.10
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• pp.65-74
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• 2021

Purpose: The purpose of this study is to identify the maximum organizational effectiveness of compensation systems in the distribution industry. It is to identify the relationship between structural compensation and organizational effectiveness. It also aims to clarify whether distributive justice plays as a controlling variable between two variables. Research design, data and methodology: This study was conducted on distribution industry employees. The questionnaire was collected through self-subscription. A total of 209 questionnaires were collected during the month of April 2021, of which 203 were used as valid samples. Results: Structural compensation have been shown to have a positive impact on two sub-factors of organizational effectiveness. In the verification of the controlling effect of distributive justice, perceived fairness has a control effect on the relationship between extrinsic compensation and organizational effectiveness but it does not show a controlling effect on the relationship between intrinsic compensation and organizational effectiveness. Conclusions: Structural compensation has a positive effect on organizational effectiveness. The distribution industry should aware of the compensation and the perceived fairness. The fairness of distribution plays a role in identifying the recognition of compensation and organizational feasibility, identifying motivations of employees, and mediating proper strategies to enhance job satisfaction.

• The Journal of Information Systems
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• v.29 no.4
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• pp.193-208
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• 2020

Purpose Due to COVID19, the over-the-top media service (OTT) market is growing faster than expected at an annual average of 26.4%. In Korea, WAVVE, which integrated SKT's Oksusu and POOQ in September 2019, outperformed Netflix in the number of users immediately after its launch, but the number of users gradually decreased. Research on OTT investigated the spread of new media due to changes in regulations or policy, mostly in broadcasting media. On the other hand, OTT research in information systems began after the success of Netflix. It investigated consumers' satisfaction with information technology using the Information Technology Acceptance Model (TAM). This study investigates changes in consumer perceptions in the OTT market, which has grown after the Netflix's entry into Korea, the emergence of WAVVE and new OTT service providers, and the spread of COVID19. Design/methodology/approach This study selects contents, fees, service quality, and additional services as factors to evaluate consumer perception using AHP. Findings According to the 101 respondents, the content was the most important factor, followed by service quality, fees, and additional services. Contrary to previous findings that price is the determining factor in service adoption, this study reveals that consumers are willing to pay a reasonable amount for rich content and excellent service quality. Future research will use demographic analysis to reveal differences in consumer's perceptions of service selection.

• Journal of the Korean Society of Industry Convergence
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• v.27 no.2_2
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• pp.445-456
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• 2024

This study aims to suggest service improvement opportunities by analyzing user review data of the top three OTT service apps(Netflix, Coupang Play, and TVING) on Google Play Store. To achieve this objective, we proposed a framework for uncovering service opportunities through the analysis of negative user reviews from OTT service providers. The framework involves automating the labeling of identified topics and generating service improvement opportunities using topic modeling and prompt engineering, leveraging GPT-4, a generative AI model. Consequently, we pinpointed five dissatisfaction topics for Netflix and TVING, and nine for Coupang Play. Common issues include "video playback errors", "app installation and update errors", "subscription and payment" problems, and concerns regarding "content quality". The commonly identified service enhancement opportunities include "enhancing and diversifying content quality". "optimizing video quality and data usage", "ensuring compatibility with external devices", and "streamlining payment and cancellation processes". In contrast to prior research, this study introduces a novel research framework leveraging generative AI to label topics and propose improvement strategies based on the derived topics. This is noteworthy as it identifies actionable service opportunities aimed at enhancing service competitiveness and satisfaction, instead of merely outlining topics.

• Korean journal of communication and information
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• v.46
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• pp.485-510
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• 2009

Since the inception of Internet Protocol TV's real-time service on January, 2009, technological challenges and lack of content diversity of IPTV have been cited as problem areas. While past researches focused on IPTV's technological, industrial and policy facets, this research surveyed the viewers' viewing and usage patterns, and the level of service satisfaction among actual audiences of MegaTV, SKBroadband, and LGTV since January. The results show that subscription fee and content types were the two dominant determinants in audience's choice of a particular IPTV company. The high users of IPTV were on average aged between 30-39, and women tended to be heavier users than men. The surveyed audience also regarded IPTV to be more similar to the Internet than any other medium such as Cable TV and Satellite TV. IPTV audience cited 'lifestyle service' and 'additional service' offerings to be highly relevant to their usage and satisfaction; interactive service and educational service also showed high correlation to usage and satisfaction. The most watched contents on IPTV were domestic TV series, followed by foreign movies and variety shows. 'Fees for additional features,' 'lack of real-time terrestrial TV service', and 'lack of content variety' were the major areas of concern for IPTV viewers. They answered that the monthly fee was the most important factor in the selection of IPTV. Use of pay-per-view contents and add-on interactive service fees were also seen as problematic. With regards to future usage, the IPTV audience revealed that they were very sensitive and reluctant to pay for additional services. While existing researches concentrated on IPTV's technological problems and lack of content diversity, this study illuminated the more pragmatical side of the viewers, namely, the importance of price in audience's selection of an IPTV service provider. From these results, it is recommended that, before doing anything else, the service providers try to meet the audience's expected price points in order to garner the full potential of IPTV and the attendant mass audience.