• Journal of the Architectural Institute of Korea Structure & Construction
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• v.35 no.4
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• pp.193-200
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• 2019

Maintenance services provided to users in buildings are not sufficient simply to provide them, but it is necessary to provide them with a service system that can accurately identify and respond to users' needs. This study analyzed the relationship between user satisfaction with the helpdesk service corresponding to the building claim and the quality of service of the maintenance organization to identify the interaction between the user and the maintenance organization in the building. We then examined whether there were significant differences between the buildings in terms of variables in the helpdesk service that affect the user's satisfaction. It was also presented as a measure of the quality of service of the SERVQUAL tool to assess the potential for building maintenance response strategies. Research shows that each building has a helpdesk service item that is significant in user satisfaction and empathy has emerged in a typical dimension as SERVQUAL dimension.

• Journal of Information Technology Services
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• v.22 no.6
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• pp.37-53
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• 2023

With the development of the 4th industrial revolution, companies are trying to introduce new AI technologies and improve their performance. In particular, chatbot technology has developed and can not only communicate smoothly with humans, but also perform many complex tasks, so it has high market potential. However, there is still little research on chatbots in the field of e-commerce. Accordingly, this study aims to suggest ways to improve corporate performance through chatbot user satisfaction analysis. With the rapid development of China's e-commerce platform, In this study, through previous studies, the characteristics of chatbots were classified into accessibility, accuracy, empathy, reliability, and intimacy as factors influencing perceived usefulness, perceived ease, and perceived enjoyment of the Technology Acceptance Model (TAM). Five were selected and used as independent variables, and a model that affects customer satisfaction was set up. This paper sets user satisfaction as an important indicator of chatbot service and analyzes the path that affects user satisfaction, thereby improving chatbot service technology. It is important in that it provides a way to improve the smart chatbot service by understanding the degree of user acceptance in depth.

• Journal of Information Technology Services
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• v.10 no.3
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• pp.127-147
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• 2011

Business organizations today have sought management effectiveness and efficiency utilizing information technologies. In particular, small and medium-sized enterprises short of information resources tend to rely more on outsourcing for accomplishing their own information strategies. SaaS(Software as a Service) has recently become one of the powerful outsourcing alternatives. This study tries to identify the influence of the SaaS quality on the service performance and loyalty. A SaaS quality model is developed including tangibles, reliability, responsiveness, assurance, and empathy. Then they are hypothesized to have influence on the service performance defined as user satisfaction, individual performance, and organizational performance. Service performance is considered to have an impact on the loyalty to service. Findings from a survey to test hypotheses on the relationship among SaaS quality, performance and loyalty show these variables are significantly important to widespread adoption of SaaS.

• The Journal of Information Systems
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• v.17 no.3
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• pp.175-204
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• 2008

Ubiquitous computing is enhancing computer use by making many computers available throughout the physical environment without being noticed to the users. To facilitate successful adoption and diffusion of ubiquitous systems, it is important to find out the factors affecting their uses. Although researches related to ubiquitous computing have been vigorously conducted from the aspect of system and service provider, there have been very few studies that focus on the user's perspective. This study attempts to find out major factors which are dedicated to the development of ubiquitous systems and services and the relationships between these factors and user satisfaction factors. This study derived the specific factors that characterize ubiquitous services, such as ubiquity, contextual offer, user affinity, privacy, reliability, responsiveness, assurance, and empathy. We also considered service quality factors of ubiquitous services. Then these factors were combined with the Expectation Confirmation Theory (ECT) model and the path analysis was applied to find out the factors affecting user satisfaction and the intention to use the systems. The research findings indicate that ubiquity, contextual offer, privacy, reliability, and responsiveness affect the perceived usefulness. The perceived ease of use and confirmation were found to affect the perceived usefulness. The perceived usefulness, perceived ease of use, and confirmation fumed out to influence the satisfaction. It turned out that the result of this study on the relationship between the perceived usefulness and user satisfaction was identical with the findings in previous related ECT researches. We think this study makes two significant contributions to the development of ubiquitous services. First, this study provides basic implications for better ubiquitous services by considering important characteristics of ubiquitous systems as services. Second, this study also suggests important factors that need to be considered when ubiquitous service providers develop new ubiquitous services to improve user satisfaction and the intention to use the services.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.28 no.4
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• pp.57-76
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• 2017

The purpose of this study is to investigate the determinants of the quality of Web-based legal information services and their significant influences on the user continuance intentions. Based on the main dimensions of the SERVQUAL, this study conceptualizes five dimensions of reliability, assurance, design, empathy, and responsiveness. It measures the level of expectation and satisfaction on the basis of these five dimensions. Regression analysis was conducted to extract and analyze the determinants of the service quality and the factors affecting continuous intention. The level of legal information service quality is superior in empathy, responsiveness, and design category, but it is relatively insufficient in reliability and assurance category. In the reliability category, the relevance of the search results was an issue. The problems related to the authority and information sources were recognized as important. Reliability implies that there is a relatively close relationship between empathy and responsiveness, and that it is necessary to improve the quality of contents such as empathy and responsiveness in order to increase reliability. In order to increase the ongoing use of legal information services in the future, it is more effective to make sure that assurance is top priority.

• Journal of the Korean Society for information Management
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• v.30 no.2
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• pp.7-33
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• 2013

The purpose of this study is to analyze the user satisfaction, royalty and compliant of a children's library Website. To achieve the aim of this study a modified Kim and Park's model of the user satisfaction index which consists of information quality, service quality, and system quality dimension is adopted. A total of 130 valid responses to the questionnaire were analysed using SPSS 18. It is found that the higher the user satisfaction gives the higher the royalty and the lower the compliant. For the contents quality dimension, the items of Usability, Accuracy, Easy of understand, Reliability and Up-to-date; for the service quality dimension, the items of Interface design, Reliability, Responsiveness, and Empathy; for the system quality dimension, the items of Response time, Interactive, Easy to access, and Easy to use show a significant relationships to the users' satisfaction.

• Journal of Korean Society of Forest Science
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• v.95 no.1
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• pp.113-123
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• 2006

The purpose of this paper was to identify the effects of visitor's service quality affecting visitor's satisfaction in national parks(NPs). After reviewing the literature, this research selected and developed the indicators of visitor's service (VS) and have formulated the hypothesis of this research. This research had obtained data through a questionnaire, which surveyed 4,423 visitors at 8 NPs in 2005. We have analyzed the data using descriptive statistical methods, factor analysis, Pearson's correlation analysis, and multiple linear regression method. We found that 1) the results of factor analysis, the five factors of visitor's service (FVSs) i.e., assurance, reliability, empathy, tangibles, responsiveness have extracted. 2) in bivariate analysis, the positive relationships between user's satisfaction and FVSs are fairly low but statistically significant. The higher the value of the five factors of VS the higher the degree of user's satisfaction, 3) in multiple regression analysis, FVSs have been statistically significant at one percent level, and 4) the relative contribution of the assurance of VS on user's satisfaction have been determined to have respectively 2.85 times more important than that of the empathy of VS. The research results suggest that the management of natural resources, cultural resources, and park facilities in national park was the most important factor to increase visitor's satisfaction.

• Journal of Institute of Control, Robotics and Systems
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• v.21 no.9
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• pp.849-857
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• 2015

Although human-sized bipedal humanoid robots have been developed as the ideal form of human-friendly robots, studies of humanoid robots from the user perspective and of actual interaction between humanoid robots and the public in daily environments are few. This paper presents a long-term public demonstration that encouraged interaction between a humanoid robot and unspecified individuals. We have collected a significant amount of subjective evaluation data from the public by performing a storytelling demonstration that enhanced people's empathy towards the robot. The evaluation model consists of the robot's human friendliness, which involves its impression on humans, interaction with humans, and imitation of human motions and the robot's human appearance which involves gender, age, height, and body type. This study shows that there is no significant difference in human-friendliness between gender groups (male and female), while there is a significant difference between age groups (children and adults). In human appearance, it appears that there is no significant difference between either gender groups or age groups, except for the case of the robot's height.

• Health Policy and Management
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• v.13 no.4
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• pp.28-47
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• 2003

The purpose of this study was to assess the user's satisfaction of health care service in public health centers in Busan. The study respondents were 212, those who visited health centers for health care service. Data were collected in July 2002 by using SERVQUAL(comprehensive service quality measurement scale) and 3 open questions for more details about service satisfaction and the needs for health care service. SERVQUAL has 5 dimensions； tangibles, reliability, responsiveness, assurance and empathy. The results were as follows ： 1. The users reported more satisfaction at 'just service cost', 'convenient service procedure' and 'clean physical environment' at SERVQUAL. Among them the highest rated item was 'service cost'. And the less satisfaction items were 'understanding and individual concerns about service users', 'medical equipment' and 'health center facilities'. 2. There were no statistical differences by general characteristics except for the kind of services rendered. Those who visited for physical examinations and laboratory tests reported lower satisfaction than any other groups. 3. At the open questions, the respondents expressed that they were satisfied with the low service cost, kindness of employee and clean environment. But they criticized the old facilities and worn medical equipment, in addition to the less than kind attitudes. These strengths and weaknesses of health center's service could be applied for planning of customer­centered health care service.

• Design Convergence Study
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• v.14 no.3
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• pp.1-15
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• 2015

Storytelling which is part of human nature, has changed over millions of years. The development of technology and media has shaped Storytelling into various forms and shapes, and due to the recent spread of smart devices, the influence of interactive storytelling has grown significantly. The technology which allows diverse and natural input of users, have transformed the listener to user and has allowed the user to 'experience' the story rather than 'hear' it. In line with the trend in the development of these technologies, this study seeks to design and implement an interactive tale for children on an ipad platform. Focusing on the interaction aspect, this story is designed mainly for 3-7 years olds, which contains various multimedia elements and interaction elements that use built in technology such as multi-touch technology and microphone technology to allow user input that aline with the context of story. Focusing on children's experience and empathy with the characters of the story, 'Three Little Pigs and the Wolf' contains 22 steps and was published in the itunes Store.