• Journal of Korean Library and Information Science Society
• /
• v.37 no.3
• /
• pp.193-208
• /
• 2006

The customer satisfaction. which is close with the loyalty, rate of disconnection and re-purchase and the new customer creation is important in point of the enterprise performance measurement system. There have been a number of studies that applied different models in other to assess the customer satisfaction of public and non-public area. But the general evaluation models which are existing can't consider the discrimination characteristic of different types of products or services. And these models didn't reflect the quality of the Internet environment of the public library service which appears newly. This study delved into literature of library service and customer satisfaction evaluation and suggest the classification system of public library service and the evaluation model of customer satisfaction for public library.

• Journal of Korean Library and Information Science Society
• /
• v.32 no.3
• /
• pp.1-29
• /
• 2001

This study is to investigate extensively the complaint responses of the public library users, as an example of the complaining behaviors of the clients in not-for-profit organization. It selects and analyzes empirically some of the antecedents of the complaining behaviors including attitude toward complaining, cost of the complaining, likelihood of success, of success, product, external attributions and loyalty, and complaint responses including exit, voice(redress seeking), negative word-of-mouth and third party complaints, of the public library users, based on the theoretical backgrounds. It also examines the free use as a new variable of antecedents for not-for-profit organizations. Final data through questionaries are obtained from 515 unsatisfied adult public library users in Taegu, 456 of them analysed with SPSS 10.0 for Windows.

• Journal of Korean Library and Information Science Society
• /
• v.33 no.4
• /
• pp.61-83
• /
• 2002

This study is to investigate extensively the complaint responses of the academic library users, with a special regard to those in Daegu Metropolitan City and in Kyungpook Province. It selects and analyzes empirically some of the antecedents of the complaining intentions including perceived severity of dissatisfaction perception of free use, attitude toward complaining, cost of the complaining, likelihood of success, product/service importance, external attributions and loyalty; and complaint intentions including exit intention, voice(redress seeking) intention, negative word-of-mouth intention and third party complaints intention of the academic library users, based on the theoretical backgrounds. Final data through questionnaires are obtained from 582 unsatisfied academic library users in 5 universities in those areas, 542 of them analysed with SPSS 11.0 for Windows.

• Journal of Distribution Science
• /
• v.16 no.7
• /
• pp.5-16
• /
• 2018

Purpose - This study posits that sustainable mobility of the sharing economy plays a key role to consider environment benefits. The purpose of this study is to investigate the bicycle-sharing economy as an emerging and alternative mode of transportation service and provide managerial and policy implications. The bicycle-sharing economy is still at an early stage of introduction as a transportation mode, while the governmental sector is promoting public bicycle-sharing to encourage bicycle as a substitute for private cars. Research design, data, and methodology - This study analyzed the current status of bicycle sharing programs through a survey that was distributed randomly to users and non-users across the country. Using factor analysis, satisfaction and loyalty for the existing users and intention to use and expected satisfaction for the potential users were examined in relation to utility factors. Results - The results show that economic utility affects satisfaction for user, while storage, mobility, and economic utility affects intention to use for potential users. The findings of this study indicate that in order to promote a bicycle-sharing scheme, it would be better to focus on the scheme's economic advantage to be truly effective. Conclusions - The findings of the study could be applicable to future directions of the sharing economy as a means to achieve the sustainable development of society.

• Proceedings of the Korea Society for Industrial Systems Conference
• /
• 2008.10b
• /
• pp.530-536
• /
• 2008

User Generated Content(이하 UGC)는 웹사이트 이용자에 의해 생산된 콘텐츠를 일컫는 말로, 미디어 조직에 속하지 않은 일반인들의 비직업적 활동의 산물로서 웹 공간에 공표한 콘텐츠를 의미한다. 본 연구는 UGC가 활성화되기 위해서 풀어야 할 과제를 도출하고, 도출된 요인을 바탕으로 개선된 형태의 UGC 웹 서비스 품질(Web Service Quality)의 최적화된 모형을 제시하고자 한다. UGC 웹서비스 품질은 정보성, 디자인, 통신환경, 커뮤니티, 실재감, 보안성 등의 6가지 요인으로 나누어 고객 만족도와 고객 충성도에 미치는 영향을 조사하였고, 고객 만족도와 고객 충성도 간에 매개 변수로서 관여도를 두어 고객 만족도와 고객 충성도간의 영향 요인을 온라인상 UGC 사용 및 이용 경험이 있는 사용자 총 355명을 대상으로 설문조사를 통해 연구하였다. 연구 결과, UGC 웹서비스 품질 요인으로 정보성, 디자인, 통신환경, 커뮤니티, 실재감, 보안성은 모두 고객 만족도에 직접적인 영향을 미치는 것으로 밝혀졌다. 고객 만족도는 고객 충성도에 유의한 영향을 미치고 있었으며, 고객 만족도 또한 관여도에 영향을 미친다. 매개 변수로서 관여도는 고객 충성도에 유의한 영향을 미치고 있는 것으로 나타났다.

• Journal of Korea Game Society
• /
• v.17 no.3
• /
• pp.33-44
• /
• 2017

With the development of the Internet environment, various types of online reviews are being generated and exchanged among consumers to share their opinions. In line with this trend, companies are making efforts to analyze online reviews and use the results in various business activities such as marketing, sales, and product development. However, research on online review in industry related to 'Video Game' which is representative experience goods has not been performed enough. Therefore, this study analyzed STEAM community review data using machine learning techniques. We analyzed the factors affecting the opinion of other users' game review. We also propose managerial implications to incease user loyalty and usability.

• Journal of Information Technology Services
• /
• v.14 no.3
• /
• pp.163-182
• /
• 2015

The spread of mobile commerce due to popularization of smartphones not only broke down the boundary between online and offline, but also changed the consumer life, and hence brought change of commerce paradigm that creates new demand. The success of innovative information technology such as mobile shopping can be defined as an individual accepting the technology and continuously using it, but the studies on the usage behavior after the acceptance have been done in very restrictively, despite its importance. In this study, in order to empirically investigate the factors that influence the continuance in mobile shopping usage experience and its causal relationship, Social Cognitive Theory and Habit Theory were applied to IS Continuance Model, and the extended IS Continuance Model was suggested and proved. As a result, the usefulness, enjoyment, and self-efficacy perceived in usage experience significantly influence satisfaction, and usefulness, self-efficacy, and satisfaction influence habit. Also, usefulness, self-efficacy, satisfaction, and habit significantly influence continuance intention. This study provides a valuable asset in providing an opportunity to understand the usage behavior of mobile shopping service users after the acceptance, and furthermore proving directionality in improving customer loyalty.

• International Journal of Contents
• /
• v.14 no.2
• /
• pp.16-23
• /
• 2018

Although there have been studies regarding the influence of customer reviews on consumer decision making at online shopping sites, research on factors affecting the perceived customer review quality for online shopping sites is limited. This study posits that sociability, which is one of the environmental factors of an online shopping site, can affect the quality of customer reviews. Sociability is a key factor in building a collaborative environment online, but studies have been limited to applying sociability to customer reviews that are the result of a collaborative environment. This study expects that sociability affects the performance of online shopping sites through the perceived information quality of customer reviews, and customers' efficacy. More specifically this study investigates the structural relationship between sociability, self-efficacy, collective efficacy, and the perceived information quality of the reviews in an online shopping context, regarding the patronage intention of customers. This study was conducted using a survey of 361 college students. The structural equation model results indicate that user perception of sociability increases self-efficacy and collective efficacy. The improved efficacy enhances the perceived information quality of reviews for online shopping sites, which increases patronage intention of customers. This study found that online shopping sites require a platform for customers to engage in social interaction to enhance their customers' loyalty and lifetime value.

• The Journal of Asian Finance, Economics and Business
• /
• v.8 no.9
• /
• pp.121-130
• /
• 2021

In the mobile industry, customer complaints play a significant role in retaining customer loyalty to the services provided. Thanks to user complaints, mobile service providers can effectively identify problems and then propose solutions to adapt or improve their services. Hence, it's critical to understand the relationship between consumer complaints and satisfaction with mobile services. While several studies have shown that customer satisfaction is an intermediary variable that explains customer complaint intention, there have been few studies on the relationship between pre-determinants of their satisfaction, leaving a gap in our understanding of customer complaint intention. To demonstrate an in-depth approach to this matter, authors revisit justice theory and suggest trust and perceived responsibility variables be combined into a research model. A cross-section survey was conducted to collect data from 265 mobile services users of the three biggest mobile service providers in Kien Giang Province, Vietnam. This study employed Structural Equation Modeling (SEM) method to analyze the samples collected. The result showed that customer complaint intention is affected by distributive justice, interactional justice, trust but not procedural justice. Additionally, the moderating role of the perceived responsibility variable to the relationship between customer satisfaction and complaint intention is also proved.

• Information Systems Review
• /
• v.14 no.3
• /
• pp.75-97
• /
• 2012

Fostering trusting belief in financial transactions is a challenging task in Internet banking services. Authenticated Certificate had been regarded as an effective method to guarantee the trusting belief for online transactions. However, previous research claimed that this method has some loopholes for such abusers as hackers, who intend to attack the financial accounts of innocent transactors in Internet. Two types of methods have been suggested as alternatives for securing user identification and activity in online financial services. Control transparency uses information over the transaction process to verify and to control the transactions. Outcome feedback, which refers to the specific information about exchange outcomes, provides information over final transaction results. By using these two methods, financial service providers can send signals to involved parties about the robustness of their security mechanisms. These two methods-control transparency and outcome feedback-have been widely used in the IS field to enhance the quality of IS services. In this research, we intend to verify that these two methods can also be used to reduce risks and to increase the security protections in online banking services. The purpose of this paper is to empirically test the effects of the control transparency and the outcome feedback on the risk perceptions in Internet banking services. Our assumption is that these two methods-control transparency and outcome feedback-can reduce perceived risks involved with online financial transactions, while increasing perceived trust over financial service providers. These changes in user attitudes can increase the level of user satisfactions, which may lead to the increased user loyalty as well as users' willingness to pay for the financial transactions. Previous research in IS suggested that the increased level of transparency on the process and the result of transactions can enhance the information quality and decision quality of IS users. Transparency helps IS users to acquire the information needed to control the transaction counterpart and thus to complete transaction successfully. It is also argued that transparency can reduce the perceived transaction risks in IS usage. Many IS researchers also argued that the trust can be generated by the institutional mechanisms. Trusting belief refers to the truster's belief for the trustee to have attributes for being beneficial to the truster. Institution-based trust plays an important role to enhance the probability of achieving a successful outcome. When a transactor regards the conditions crucial for the transaction success, he or she considers the condition providers as trustful, and thus eventually trust the others involved with such condition providers. In this process, transparency helps the transactor complete the transaction successfully. Through the investigation of these studies, we expect that the control transparency and outcome feedback can reduce the risk perception on transaction and enhance the trust with the service provider. Based on a theoretical framework of transparency and institution-based trust, we propose and test a research model by evaluating research hypotheses. We have conducted a laboratory experiment in order to validate our research model. Since the transparency artifact(control transparency and outcome feedback) is not yet adopted in online banking services, the general survey method could not be employed to verify our research model. We collected data from 138 experiment subjects who had experiences with online banking services. PLS is used to analyze the experiment data. The measurement model confirms that our data set has appropriate convergent and discriminant validity. The results of testing the structural model indicate that control transparency significantly enhances the trust and significantly reduces the risk perception of online banking users. The result also suggested that the outcome feedback significantly enhances the trust of users. We have found that the reduced risk and the increased trust level significantly improve the level of service satisfaction. The increased satisfaction finally leads to the increased loyalty and willingness to pay for the financial services.