• The Journal of Information Systems
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• v.14 no.1
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• pp.197-226
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• 2005

Recently, internet as well as internet banking are growing rapidly. Most banks in Korea provide internet banking services for customers. Internet banking became a major trend in the financial marketplace. There are a few empirical research in this area. Although quality of internet banking service is an important concept, there is a lack of theory-based empirical research in this area. Therefore, this paper is aimed at finding whether service quality of internet banking influence customer satisfaction, and whether characteristic of internet banking user influence relationship between customer satisfaction and service quality of internet banking. Furthermore, this paper identify whether customer satisfaction influence customer loyalty. The research model proposed thirteen hypothesis and tested empirically. A total of 269 responses were received from internet banking users and analyzed. The analyses showed partial support for the affirmative effect of customer satisfaction and characteristic of internet banking user. But the relationship between customer satisfaction and customer loyalty is significant. Implications of these findings are that internet banking sites should concentrate on providing a high quality of banking services; information, trust, ease of use, and security of system and thereby strengthen customer loyalty.

• Journal of the Korean Operations Research and Management Science Society
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• v.29 no.2
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• pp.97-116
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• 2004

Recently, e portion of on-line stock brokerage has been rapidly increased to be more than 50%, on the basis of contracted money. The usage of wCTS(Web Based Cyber Trading Systems) has now got into the steady state over the initial diffusion stage, which means wCTS has got more-than-half customer base in on-line service. Therefore, brokerage service providers have their competitive strategic focus on customer retention through the enhancement of customer loyalty. This study provides framework and survey results on explanation of wCTS user's loyalty, what and how factors affect wCTS user's loyalty. We adopt the results of early studies on information technology acceptance and diffusion such as TAM(Technology Acceptance Model) and IDT(Innovation Diffusion Theory). We also referred loyalty theory of marketing area and studios on CTS usage. We categorized explanation factors as three groups characteristics of users, characteristics of system, social environment. And we assumed that these three factors could affect the loyalty through two parameters : customer satisfaction and trust to the system. This study firstly shows that the ease of use and usefulness, the major factors of TAM. can also be applied to the loyalty of wCTS with resulting that the usefulness is more important than the ease of use In wCTS. Secondly, it shows that the innovative and risk-sensitive user has the lower degree of loyalty. Thirdly, it shows that the satisfaction and trust impact the loyalty simultaneously, the trust particularly impacts more strongly than the loyalty, due to the characteristics of monetary transaction in wCTS. This study provides meaningful results to the other on-line EC service fields as a first empirical research regarding the loyalty to wCTS which is a typical on-line EC service.

• Journal of the Korea Society of Computer and Information
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• v.22 no.3
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• pp.53-60
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• 2017

The purpose of this study is to provide empirical and quantitative analysis on user's perceived privacy, security, and user satisfaction when providing visualization information about objects and service provider behaviors that users can not perceive in internet service process. Through previous research, we have examined the importance of privacy and security factors as a key factor to be considered for the characteristics of the Internet of things and the Internet of things. In addition, service blueprint, which is one of the service design methodologies to examine the flow of service usage in providing Internet service of things, was examined. In the flow of things internet service utilization, it is found that the things that are out of the user's cognitive area and the behavior of the service provider take up a large part. Therefore, the hypothesis that the trust of the Internet service security and the satisfaction of the user experience can be improved by providing the security visualization information about the behavior of the object and the invisible service provider in the non-contact aspect of the user and the object. In order to verify the hypothesis, we conducted experiments and questionnaires on the use of virtual objects' internet environment and conducted statistical analysis based on them. As a result, it was analyzed that visual information feedback on non - contact and invisible objects and service provider's behaviors had a positive effect on user's perceived privacy, security, and satisfaction. In addition, we conclude that it can be used as a service design evaluation tool to eliminate psychological anxiety about security and to improve satisfaction in internet service design. We hope that this research will be a great help for the research on application method of service design method in Internet environment of objects.

• Knowledge Management Research
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• v.21 no.4
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• pp.175-193
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• 2020

With the proliferation of information technology communication and smart device, the environment where contents are produced and distributed is changing. People can use the contents quickly and easily, and the content industry is attracting attention and creating newly added value by converging with other industries. Accordingly, there is a need for content-related companies to understand the quality of content perceived by users in order to succeed in content, and to use it strategically. Therefore, this study aims to examine the relationship between content quality factors, user satisfaction, and recommendation intention through empirical analysis based on an IS success model. The analysis was conducted using smartPLS3.0 based on a total of 301 survey responses. As a result of the study, it was found that content usefulness, accessible system quality, convenient system quality, service provider trust, and interaction had a significant effect on user's satisfaction. Perceived privacy protection had a significant effect on user satisfaction and recommendation intention. Lastly, it was found that user satisfaction had a significant effect on recommendation intention. The results of this study are expected to provide useful information and therefore content companies can understand about the quality perceived by users.

• Journal of Industrial Convergence
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• v.18 no.2
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• pp.95-100
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• 2020

Among the customer-oriented data used to comprehend the customer, the user review data has received much attention as it provides insights into customer opinion in a detailed and large-scale manner; many customers have come to rely upon and trust the user reviews. Many application developers are cognizant of the importance of user reviews, so they monitor and respond to these reviews. However, due to the absence of a systematic method, developers have been investing their time and money without clear correlation to the customer satisfaction. Therefore, this paper suggests a systematic method to select user reviews from the application market using the Kano Model that deals with customer satisfaction and service quality, thereby maximizing the customer satisfaction under the given time period and budget. This method is constructed in the following phases: the user review collection and requirement elicitation phase in which the developers collect user reviews from the application market and elicit requirements, the Kano Model application and selection phase in which the Kano Model is applied to the elicited requirements and selection occurs based on the quality type, and the stakeholder review and redefinition phase in which relevant personnel gather to review and redefine requirements from an internal perspective.

• ETRI Journal
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• v.34 no.2
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• pp.245-255
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• 2012

Among emerging devices propelling the growth of mobile devices, smartphones and tablet-PCs are among the most recognizable. In this study, a research model is designed for exploring acceptance-diffusion strategies for tablet-PCs from the viewpoint of consumer perception, which is verified through a survey. The results of this study show that tablet-PCs have great potential to be versatile, multifunctional devices, even though they are currently considered mostly as entertainment-oriented rather than fulfilling the essential needs of everyday life. An analysis of the acceptance model for tablet-PCs revealed that playability, cost level, functionality, and complexity significantly affect user acceptance. An analysis of the diffusion model, on the other hand, showed that playability and user interface have a significant influence on satisfaction, trust, and positive behavioral intention. We also found that cost level is not a major hindrance in the market diffusion of tablet-PCs. The results of this study can be used to establish effective acceptance and diffusion strategies for tablet-PCs and other emerging devices.

• Journal of Korea Multimedia Society
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• v.25 no.8
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• pp.1156-1166
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• 2022

In this study, we examined voice shopping interaction in which consumers can be involved in the decision-making process. Sixteen kinds of voice shopping interaction were designed with differences in the existence of screen/product involvement/conversation style. Their effects on trust, cognitive load, satisfaction, and continuous intention to use were evaluated through a survey experiment. The main effect of conversation style was significant, and it was found that the more deeply involved users have higher trust. The interaction effect between conversation style and product involvement was also significant. Low involvement product buyers had the most positive user experience from the conversation style that included 'Ask for preference,' while high involvement product buyers had the most positive user experience from the conversation style that included both 'Ask for preference' and 'Question and Answer.' The main effect and interaction effect of the existence of screen was not significant. The results indicate that a positive user experience can be obtained when users are deeply involved in consumer decision-making, especially in purchasing high-involvement products.

• The Journal of the Korea Contents Association
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• v.14 no.4
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• pp.123-134
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• 2014

Recently, the retro content emerges one of the highest topics in the cultural content area. This retro content has been exponentially expanded through the series of and the success of the series highlights the importance of content that can cause user's emotional experience. Along the line, this research tries to know how the retro contents draw user's emotional experience beyond the role of just user's recall for the past through the Answer me 1994 syndrome. As the result of factorial analysis for the user's emotional experience, five factories were classified: the emotional experiences by music, item, sensory, story and actors exposed in the drama. Also, the five emotional experience factories influence the relations between the viewers and retro content. Specifically, the factories for the emotional experiences are statistically significant to the viewer's satisfaction. They significantly influence the viewer's trust and attachment for the retro content as well. The influence for the emotional experience factors which affect to viewer's satisfaction are music, item, sensory, story, and actors in order. The influence on the trust about the retro content are music, sensory, story, item in order. On the other hand, the emotional experience by actors are not significantly affect to the trust for the retro content. Lastly, The influence for the attachment about the retro content are music, item, actors, sensory, and story in order.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.40 no.1
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• pp.150-164
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• 2017

The development of an appropriate public service quality model has become increasingly recognised as an important subject of interest in the public sector as well as academia. In particular, the public systems enacted by governments are widely used and have a significant impact on national competitiveness. But few researches have been conducted to explore the quality dimensions of a public system service and empirically examine the relationship among related variables. Therefore, in this study, we strive to develop a quality measurement model of public system service that can be effectively used in practice. Using 601 samples gathered through a structured survey from project engineers, a conceptual quality model of public system is presented and discussed. Given the exploratory nature of this study, an exploratory factor analysis is used to investigate quality dimensions and partial least square (PLS) is employed in determining the structural relationships. From empirical results, we found that the quality dimensions of the public system had four distinct quality dimensions (design quality, environment quality, primary outcome quality, additive outcome quality). All four quality dimensions showed good representative factors in explaining user satisfaction. Perceived trust was proved to significantly mediate the relationship between quality dimensions and user satisfaction. Our research is expected to contribute to the literature by providing a good conceptual framework for assessing public system quality by linking four quality dimensions with user satisfaction. In particular, the developed model can elaborately measure process quality and multi-functional outcome quality of the system by the supplementation of design quality and additive outcome quality respectively. Practical implications are also suggested on the basis of our analysis.

• Science of Emotion and Sensibility
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• v.19 no.4
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• pp.41-54
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• 2016

Recently, in the arena of online shopping, the gap between offline channel and online channel tends to be narrowed significantly. Though previous studies also represent this trend, it still remains ambiguous how much offline trust has a significant influence on user's online shopping behaviors. Furthermore, those research issues such as how individual neuroticism, uncertainty, and transaction cost plays an important role in explaining user's online shopping satisfaction and continuance intention. In this sense, this study aims to organize a new research model including offline trust, uncertainty, transaction cost, satisfaction, and continuance intention. Especially, we are interested in investigating how much moderating effects the individual neuroticism possesses for the paths among the rest of constructs. By using 406 valid questionnaires, we found empirically that transaction cost affects user's online shopping continuance intention, but it has no influence on satisfaction. The individual neuroticism has full moderating effects on the paths on the rest of constructs included in the proposed research model.