• Journal of the Ergonomics Society of Korea
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• v.20 no.3
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• pp.47-60
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• 2001

The purpose of this paper is propose an analytical method for evaluating user satisfaction of Internet website and identifying casual relationships between user satisfaction of Internet website and performance measures as like revisit intention and complaints using the structural equation model (SEM). This paper is intended to identify critical evaluation factors of user satisfaction for Internet website to determine criteria for evaluating the website. and use the criteria to develop a SEM model for quantitatively evaluation of each factors effects of user preference. The SEM model used 5 latent variables for the evaluation factors of website user satisfaction and 2 latent variables for performance evaluation. 2 portal sites were evaluated to construct the SEM model. and 74 subjects participated the website evaluation using the walk-through and face-to face survey method. Analysis results showed that the SEM model was statistically significant for all the 2 websites evaluated.

• International Commerce and Information Review
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• v.6 no.1
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• pp.77-98
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• 2004

This paper examines the major determinants affecting the user satisfaction on e-Trade portal sites in small and medium-sized exporters. The development of our research model is based on the empirical studies on the service quality of information system, web sites or Internet shopping mall, and on the factors influencing the user satisfaction. With the help of a regression analysis and factor analysis, five hypotheses are derived and tested. The results from regression analysis suggest that the user satisfaction of e-Trade portal sites is affected by information characteristics and ease of use of e-Trade portal sites. In addition, the user satisfaction of e-Trade portal sites is enhanced by support for international trade. Our findings will be useful, especially for those who are planning to build user-oriented e-Trade portal sites.

• Journal of the Korean Society for Library and Information Science
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• v.58 no.2
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• pp.289-316
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• 2024

This study aimed to develop and validate a research model to investigate how the service quality of public libraries, where a 3-dimensional service quality model was applied, impacts user satisfaction and loyalty. We collected 353 valid responses through a survey targeting public library users across 21 locations, considering various regional and library-specific characteristics. Our analysis revealed that physical environment quality (PQ), interaction quality (IQ), and outcome quality (OQ) of service quality influence user satisfaction (US). Additionally, outcome quality (OQ) of service quality impacts user loyalty (UL), and user satisfaction (US) affects user loyalty (UL). We also found that quality improvement is a leading factor for user satisfaction, user satisfaction is the primary factor of user loyalty, and the perception of service quality directly and indirectly affects user satisfaction and loyalty. We concluded that continuous research should be actively conducted to respond to the evolving needs of public library users.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 1993.04a
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• pp.329-338
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• 1993

The main objective of this paper is analyzing the effects of task uncertainty on EUC characteristics and end user satisfaction. Task uncertainty were identified as an important determinant of EUC characteristics. And the moderating effect of task uncertainty on the relationship between EUC characteristics and end user satisfaction was suggested. A field study was undertaken to test the hypothesized relationships among task uncertainty, EUC characteristics, and end user satisfaction Data were collected from 138 end-user of 19 Korean business organizations. The empirical results indicated that task uncertainty was significantly related to EUC characteristics and that task uncertainty had significant effect on the relationship between EUC characteristics and end user satisfaction. Implications and future research directions are drawn for the management of EUC and for further research on EUC.

• The Journal of Information Systems
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• v.32 no.3
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• pp.19-39
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• 2023

Purpose This study aims to identify user experience factors that can enhance both metaverse utilization and satisfaction based on the honeycomb model. For this we presented two research questions: first, what are the experience factors of metaverse users? Second, do metaverse user experience factors impact satisfaction? Design/methodology/approach To address these questions, a mixed-methodology approach is employed, including text mining techniques to analyze online reviews and quantitative econometric analysis to reveal the relationship between user experience factors and satisfaction. A total of 69,880 reviews and ratings data were collected. Findings The analysis revealed eight metaverse user experience factors: entertainment, operability, virtual reality, immersion, economic activity, visual performance, avatar, and sociality, all of which were found to have a positive impact on user satisfaction.

• The Korean Journal of Community Living Science
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• v.15 no.3
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• pp.3-14
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• 2004

This study examined how product characteristics and system characteristics have affected user's economic, psychological and operating satisfaction and intention of repurchase in Internet shopping malls. The results of the study were as follows: First, it showed that product characteristics and user satisfaction have significant differences; the ability to recognize economic and psychological user satisfaction differs according to the characteristics of the product. It also showed that the degree of psychological and operating user satisfaction varies according to the convenience of order and payment as well as the convenience of the system and customer service. Second, it was found that economic, psychological and operational user satisfaction had an effect on customer's intention to repurchase. This study, focusing on particular variants of on-line shopping, found that characteristics of product and system had a great impact on user satisfaction and intention to repurchase. For the firms who run internet shopping malls, therefore more attention should be directed to the convenience of products and system problems in their services since it is so easy for customers to move to another shopping site with a simple click. The result of such an investigation may lead customers to repurchase by increasing their satisfaction with the shopping services.

• Management Science and Financial Engineering
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• v.13 no.2
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• pp.79-97
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• 2007

This paper investigates the relationship of service quality and user satisfaction in the wired and mobile Internet services based on the integrative framework of both systems. Given a moderate level of reliability and validity, the commonly driven dimensions for measuring service quality include responsiveness, assurance, empathy, convenience, usefulness, and diversity. User satisfaction is measurable by the dimensions of communication/entertainment, finance/economics, location/geography, and information/consulting. We apply the MANOVA tests to evaluate whether each of the service quality dimensions has an overall influence on user satisfaction. Next, multiple regression analyses are conducted to check if unique positive effect exists between each combination of service quality dimensions and user satisfaction dimensions. The results show that service quality must be taken care of with respect to the assurance dimension in order to enhance customer satisfaction in the dimensions of location/geography, which will contribute to increasing the utilization of mobile service. For improving user satisfaction in the dimension of information/consulting, service quality must be supported with respect to assurance and empathy in the mobile Internet market, in addition to diversity, which is the only significant service quality in the wired Internet service.

• Journal of the Korea Safety Management & Science
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• v.26 no.2
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• pp.93-105
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• 2024

In this study, based on previous research on personal broadcasting, we indirectly measured content quality, YouTuber attributes, user satisfaction, and behavioral intention, which are latent variables that cannot be directly measured, as measurement variables, and then measured theoretically between the latent variables. In order to analyze the causal relationship, we used a structural equation model to determine to what extent the content quality of the YouTube mukbang channel and the YouTuber's attributes influence behavioral intentions such as purchase, recommendation, and continued use according to viewers' satisfaction with use. We intend to analyze and verify the relationship between related variables. The research results are as follows. First, the value, relevance, timeliness, completeness, and data quantity of content quality were found to have no significant impact on user satisfaction. Second, the trustworthiness, expertise, attractiveness, and intimacy of YouTuber attributes were found to have a significant impact on user satisfaction, but the similarity of YouTuber attributes did not have a significant impact on usage. Third, user satisfaction was found to have a significant impact on behavioral intentions and purchase intentions. However, user satisfaction was not found to have a direct significant impact on recommendation intentions or continued usage intentions.

• Journal of Information Technology Services
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• v.23 no.2
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• pp.99-116
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• 2024

Recently, interest in ChatGPT has been increasing. This study investigated the factors influencing the satisfaction of users using ChatGPT service, a chatbot system based on artificial intelligence technology. This paper empirically analyzed causality between the four major factors of service quality, system quality, information quality, and security as independent variables and user satisfaction of ChatGPT as dependent variable. In addition, the mediating effect of reliability between the independent variables and user's satisfaction was analyzed. As a result of this research, except for information quality, among the quality factors, security and reliability had a positive causality with use satisfaction. Reliability played a mediating role between quality factors, security, and user satisfaction. However, among quality factors, the mediating effect of reliability between service quality and user's satisfaction was not significant. In conclusion, in order to increase user satisfaction with new technology-based services, it is important to create trust among users. The research results sought to emphasize the importance of user trust in establishing development and operation strategies for artificial intelligence systems, including ChatGPT.

• Journal of Korean Society of Archives and Records Management
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• v.9 no.1
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• pp.77-98
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• 2009

The purpose of the study is to analyze the user satisfaction of 'the Presidential Web Record Service' using a proposed model of the user satisfaction index which consists of contents quality, service quality, and system quality. In addition, user's royalty and compliant are also measured in this study. This study shows that satisfaction of contents quallity and system quality influence significantly on the user satisfaction. And contents quality, service quality, user satisfaction show a significant relationships to user's royalty.