• 한국경영정보학회:학술대회논문집
• /
• 2007.11a
• /
• pp.571-576
• /
• 2007

Advanced online environment and communication technology have made the e-commerce environments evolved rapidly. In the e-commerce area, one of the most important concepts regarding the relationship between seller and buyer is the "trust." Considering the purpose of purchase and satisfaction of website, the users may face problems such as consumer's transaction security or personal information sharing when they make transactions over web sites. It could be difficult to pursue the goal for the users to purchase product or service over online if the seller or service provider cannot establish trust to the customers. In this paper, through multi-dimensional viewpoints of trust, satisfaction can be accounted for by cue-based trust and experienced trust. The purchase intention mediates the experienced trust when online users purchase products or use online service.

• Proceedings of the Korea Society for Industrial Systems Conference
• /
• 1999.12a
• /
• pp.65-80
• /
• 1999

The Electronic Commerce is expected as one of the most prospective industries in the 21th century. This research developed a survey and analysis is based on the results of the service quality model and previous research of the service quality in MIS. Service quality, one instrument developed by the marketing area, is provided as a possible measure of internet shopping mall. Service quality measure five service dimensions of tangible, reliability, responsiveness, assurance and empathy. The main purposes of this study are to develop an exploratory model based on service quality that can explain the factors of customer's perceived service quality and investigate how these factors are related to consumer satisfaction. This study also focus on relationships among service quality, consumer satisfaction, and purchase intentions. The results of this survey are summarized as follows: (1) Reliability and responsiveness of internet shopping mall are evaluated as very important factors, (2) Service quality is an antecedent of consumer satisfaction, (3) Consumer satisfaction has a significant effect on purchase intentions.

• The Journal of Information Systems
• /
• v.10 no.1
• /
• pp.173-195
• /
• 2001

This study is to suggest plans that can make service quality and consumer satisfaction high in internet shopping mall , categorizing the determinants of service quality of Internet shopping mall and analysing determinants of service quality which can give much effect on consumer satisfaction. Using the survey method, the study gathered data from 115 consumers and students with purchasing experience on the web. The Cronbach alpha reliability coefficient was computed to assess the reliability of the responses to all instruments and factor analyses were performed to determine construct validity. Multiple regression was employed to test the hypotheses of this study. According to our findings, the determinants of service quality which influences consumer satisfaction are tangibles, responsiveness, problem solving and security. Several implications of the study are provided in the paper.

• The Journal of Information Systems
• /
• v.6 no.2
• /
• pp.29-50
• /
• 1997

This paper addresses the issues of affecting factors to measure the satisfaction degree in PC communication utilizations. In order to develope an optimal model, we study appropriate affecting factors in PC communication utilizations through the focus group interviews with student users, and surveys the satisfaction levels that users have felt in services. Based on the optimal regression model, we suggest an appropriate satisfaction model in PC communication utilizations. That model shows that most users are interested in the A/S area for use. A/S factor is the most powerful one to the satisfaction model. Second one is usefulness, next is DB quality. But service-ability factor and convenience one are negative ones. Most users think that their factors are in the way of fluent communication. So to keep the competitiveness in the PC communication utilizations, the negative factors should be amended as soon as possible.

• Asia pacific journal of information systems
• /
• v.13 no.2
• /
• pp.23-46
• /
• 2003

This paper proposes an analysis methodology that enables the establishment of improved customer satisfaction via decision support system using customer satisfaction index data and customer database of a company. The proposed methodology establishes rational future goal of a company by applying DEA, finds potential customers which correspond to demographic features of the previous target group, and improve quality factors which distinguish the quality-satisfaction-group from the quality-dissatisfaction-group through the use of machine learning tools, SOM and C4.5. Finally, we illustrate the effectiveness of our research methodology using actual data of a camera company.

• The Journal of Information Systems
• /
• v.16 no.2
• /
• pp.51-68
• /
• 2007

The previous studies regarding the usability evaluation of e-government web sites focused only on deriving affecting factors and variables. They did not find the relationship of usability, user satisfaction and revisiting. The objective of this paper is to find the causal effect how the usability of e-government web sites affect to the user satisfaction and the revisiting attitude. no scope of e-government web sites included the portal site and ie liked web sites. We developed a structural equation model and performed a user test. As a result, a perceived usability affected the revisiting, but it did not intermediate the user satisfaction.

• International Journal of Fuzzy Logic and Intelligent Systems
• /
• v.10 no.3
• /
• pp.165-169
• /
• 2010

This study seeks to find the factors associated with social workers' turnover intention and show us how to manage turnovers by looking for some rules affecting turnover intentions. Our investigation surveying 331 social workers reveals that social workers' turnover intentions are affected by organizational commitment, job satisfaction, and burnout. Our pattern analyses using fuzzy ID3 show that the higher their commitment, the higher their job satisfaction stemming from promotion opportunities, rewards, and personal relations with peers and bosses. In addition, turnover intentions decreases (even if burnouts--the job-related stress--are very serious) when organizational commitment increases. We come to understand that organizational commitment could be a more important variable than job satisfaction and burnouts. Such results suggest that it would be necessary to consider how to improve social workers' organization-wide commitment rather than satisfaction and burnout related to jobs and environments.

• The Journal of Information Systems
• /
• v.12 no.1
• /
• pp.47-66
• /
• 2003

This study was examined the relationship between the exogenous and endogenous variables in our model to measure ERP system performance using path analysis. The exogenous variables are system quality, user participation, user training, top management support and self-efficacy, and the endogenous variables are system usage, user satisfaction, and work efficiency. The results of the study are shown as follows. First, all the exogenous variables in our model have a direct effect on user satisfaction, and system quality, training, and self-efficacy have a direct effect on system usage. Second, system usage has a direct effect on user satisfaction and user satisfaction has a direct effect on work efficiency. The findings show that the exogenous variables in the model are important to increase ERP implementation success.

• Management & Information Systems Review
• /
• v.15
• /
• pp.147-164
• /
• 2004

The purpose of this paper is on employees as internal customers and the critical role this group plays in the delivery of quality results. The set up of research model for verification was as follows. The research model was drawn as internal service quality level $\Rightarrow$ internal customer satisfaction $\Rightarrow$ enterprise outcome. Then, two hypotheses were established to the research model. Through the factor analysis and multiple regression analysis, the results are as follows. First, internal service quality level turned out to be affected indirectly through internal customers' satisfaction rather than a direct factor to affect the enterprise outcome. Second, internal customers' satisfaction was proved to be the most important factor for the enterprise outcome as ti was the intimate factor precedent to the enterprise outcome. However, there could be a variation of response according to the personal circumstances of respondents since the respondents were from different enterprises and consisted various job positions and age group. Namely it included a limitation of rather unaccurate resulting values because the transverse methods were performed for convenience though it needed a longitudinal research to accomplish the general purpose of this study.

• Management & Information Systems Review
• /
• v.22
• /
• pp.231-254
• /
• 2007

This study is analyzed how much protected buying and selling service on Auction site affects to the customers' satisfaction. According to the results of it, First, considering that the aspects of the reliability of the Auction site, trade factor affects to the reliability of Auction website. Second, it shows the organized security of the site affects to the reliability. and it could be explained the escrow service has brought the customers to get the reliability of Auction website. Third, the execution of purchasing contract on website affects to the customers' satisfaction. and it makes customers confirm and rely on Auction. For example, carrying out of the escrow service, enhancement of the system for the policies for the buying protection of customers, and various concerns and efforts for the execution of the purchasing contract and so on affect to the customers' satisfaction.