• 제목/요약/키워드: Users' satisfaction

검색결과 2,204건 처리시간 0.023초

정보시스템 사용자의 기대, 시스템의 지각된 성능, 기대불일치가 사용자 만족에 미치는 영향에 관한 실증적 연구 (An Empirical Study of the Influence of Expectation, Perceived Performance, and Disconfirmation on Information Systems User Satisfaction)

  • 김종욱;신승균;김병곤
    • Asia pacific journal of information systems
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    • 제14권1호
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    • pp.101-123
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    • 2004
  • User satisfaction has been widely used by information system(IS) researchers as the most appropriate surrogate variable for the systems success since Bailey and Pearson(1983) provided their user satisfaction measurement. Because user satisfaction is a perceived performance measure by users, not a real or objective measure for systems success, however, perceived user satisfaction by users may not be exactly identical with the real systems performance. In this regard, if the user's ultimately perceived satisfaction is different from the real systems performance, we need to investigate why these two measures are different and which factors may cause the difference. From the perspective of disconfirmation of user expecations, this study examined why user satisfaction and real systems performance may not be identical each other. Expectaion-disconfirmation theory which has had a central role in marketing in explaining the effects of expectation and disconfirmation on consumer satisfaction was similarly adopted in this study to explain the role of expectation and disconfirmation in user satisfaction in the IS environment. Based on the expectation-disconfirmation theory, the current study developed a research model to examine the effects of expectation, system performance, and disconfirmation on user satisfaction in particular. Six research hypotheses derived from the research model were empirically tested using the partial least squares(PLS) method. The results of the statistical analysis indicate that the effects of system performance and disconfirmation were fairly strong on user satisfaction, while the user's expectation has shown insignificant influences on user satisfaction.

전문대학도서관의 공간구성 특성에 따른 이용만족도 연구 (A study on user Satisfaction of the Junior College Library based on its Characteristics of Space Composition)

  • 이수영
    • 교육시설 논문지
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    • 제24권6호
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    • pp.37-44
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    • 2017
  • This study is about user satisfaction of the Junior College Library based on its characteristics of space composition. For this, we studied characteristics of space composition targeting the libraries in colleges in Seoul and Gyeonggi-do. First, in case of study of characteristics of space composition for books and library data, student satisfaction for traditional and normal library areas was high. It means that the service based on library areas should start from normal library areas as well as there is a change about space as the type of data in libraries change to electric data and multimedia. Second, If we look at the space for a reader and a user, satisfaction for a normal reading room was high. we can also see that satisfaction for a computer room and a multimedia reading room was not higher but still high. Also, the reason why satisfaction for a multimedia reading room that provides various activities was high was that the complex of a library space is needed to provide users with various activities. Third, in case of space for programme function and meeting, satisfaction for the room of video information and the group study room was high. we can see that user satisfaction for the space got high basically when a user is satisfied with the proper information technology based on interaction Fourth, as a result of variance analysis of 3 spaces of Junior College Library and the services, the size of the space of service does not influence user satisfaction directly. Even the space is small, if it decorates variously like with a lighting for a user, a window seat to meet the nature of users and has specific factors such as space reservation using internet, user satisfaction is high. If we summarise the result of this study, to make user satisfaction for speace in a Junior College Library higher, not just we need to try to make it extend as a educational, a cultural place but we also need to accept the student's requirement that the space also needs to be extend as a complex cultural space.

The Effects of Content and Distribution of Recommended Items on User Satisfaction: Focus on YouTube

  • Janghun Jeong;Kwonsang Sohn;Ohbyung Kwon
    • Asia pacific journal of information systems
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    • 제29권4호
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    • pp.856-874
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    • 2019
  • The performance of recommender systems (RS) has been measured mainly in terms of accuracy. However, there are other aspects of performance that are difficult to understand in terms of accuracy, such as coverage, serendipity, and satisfaction with recommended results. Moreover, particularly with RSs that suggest multiple items at a time, such as YouTube, user satisfaction with recommended results may vary not only depending on their accuracy, but also on their configuration, content, and design displayed to the user. This is true when classifying an RS as a single RS with one recommended result and as a multiple RS with diverse results. No empirical analysis has been conducted on the influence of the content and distribution of recommendation items on user satisfaction. In this study, we propose a research model representing the content and distribution of recommended items and how they affect user satisfaction with the RS. We focus on RSs that recommend multiple items. We performed an empirical analysis involving 149 YouTube users. The results suggest that user satisfaction with recommended results is significantly affected according to the HHI (Herfindahl-Hirschman Index). In addition, satisfaction significantly increased when the recommended item on the top of the list was the same category in terms of content that users were currently watching. Particularly when the purpose of using RS is hedonic, not utilitarian, the results showed greater satisfaction when the number of views of the recommended items was evenly distributed. However, other characteristics of selected content, such as view count and playback time, had relatively less impact on satisfaction with recommended items. To the best of our knowledge, this study is the first to show that the category concentration of items impacts user satisfaction on websites recommending diverse items in different categories using a content-based filtering system, such as YouTube. In addition, our use of the HHI index, which has been extensively used in economics research, to show the distributional characteristics of recommended items, is also unique. The HHI for categories of recommended items was useful in explaining user satisfaction.

모바일 복합 단말기 사용자 만족: 기대-불일치 접근 (User Satisfaction of Mobile Convergence Device: The Expectation and Disconfirmation Approach)

  • 이승창;서응교
    • 유통과학연구
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    • 제10권11호
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    • pp.89-99
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    • 2012
  • Purpose - Mobile devices, especially mobile terminals capable of telecommunication and wireless connectivity, are leading the advancements in consumer electronics. Digital convergence drives the functions of various devices, such as cellular phones, MP3 players, personal digital assistants, and gaming, into a single device. This trend would continue and applications such as digital audio and video streaming (including personalized content delivery mechanisms) would soon be on a handheld device. As customers want mobile convergence devices, manufacturers are driving new initiatives in the emerging mobile device market. Given the roles played by device design and service content in user satisfaction of a mobile convergence device, this study focuses on identifying and measuring the constructs for the process by which user satisfaction is achieved. This study synthesizes the expectation-disconfirmation paradigm with empirical theories in user satisfaction. Device and service levels are separated, and nine key constructs for user satisfaction of mobile convergence devices are proposed. Insight into this process could help web-based businesses to improve user satisfaction, thus enhancing the effectiveness of e-commerce for sellers and buyers. Research design, data, methodology - This study draws on three users of mobile convergence devices as examples. To test there search model and hypotheses, survey questionnaires were sent to 607 mobile device users. Mobile device users were initially identified from several members, and subjects were randomly drawn. Data from 577 survey responses were finally analyzed. The unit of measurement and analysis in this research study is at a personal level. Results - The measurements for the constructs were developed and tested in a two-phase study. In the first phase, the device and service dimensions were identified, and instruments for measuring them were developed and tested. In the second phase, using the salient dimensions of the device and service as the formulating first-order factors, instruments were developed and empirically tested to measure satisfaction of the device and service. In measuring satisfaction of mobile convergence devices, the critical tasks are to identify the key constructs of such user satisfaction and to develop validated instruments to measure them. Hence, the results of this study have immediate implications for businesses and for research in user satisfaction of mobile convergence devices. Conclusions - This study provides reliable instruments for operationalizing key constructs in the analysis of user satisfaction of mobile convergence devices within the expectation-disconfirmation paradigm. Hence, convergence device makers will be able to examine whether their websites meet their customers' expectations by examining the device aspect of the mobile convergence device customers, and the service aspect expectations and disconfirmation. Moreover, the introduction of expectation and disconfirmation constructs brings the marketing aspect of convergence devices into focus for such retailers, an aspect crucial to the effective design of websites for online businesses. In addition,this study provides the metrics required to initiate future studies on user satisfaction of mobile convergence devices.

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정보시스템의 지속적 사용에서 경험의 역할에 대한 분석 (An Analysis of the Roles of Experience in Information System Continuance)

  • 이웅규
    • Asia pacific journal of information systems
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    • 제21권4호
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    • pp.45-62
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    • 2011
  • The notion of information systems (IS) continuance has recently emerged as one of the most important research issues in the field of IS. A great deal of research has been conducted thus far on the basis of theories adapted from various disciplines including consumer behaviors and social psychology, in addition to theories regarding information technology (IT) acceptance. This previous body of knowledge provides a robust research framework that can already account for the determination of IS continuance; however, this research points to other, thus-far-unelucidated determinant factors such as habit, which were not included in traditional IT acceptance frameworks, and also re-emphasizes the importance of emotion-related constructs such as satisfaction in addition to conscious intention with rational beliefs such as usefulness. Experiences should also be considered one of the most important factors determining the characteristics of information system (IS) continuance and the features distinct from those determining IS acceptance, because more experienced users may have more opportunities for IS use, which would allow them more frequent use than would be available to less experienced or non-experienced users. Interestingly, experience has dual features that may contradictorily influence IS use. On one hand, attitudes predicated on direct experience have been shown to predict behavior better than attitudes from indirect experience or without experience; as more information is available, direct experience may render IS use a more salient behavior, and may also make IS use more accessible via memory. Therefore, experience may serve to intensify the relationship between IS use and conscious intention with evaluations, On the other hand, experience may culminate in the formation of habits: greater experience may also imply more frequent performance of the behavior, which may lead to the formation of habits, Hence, like experience, users' activation of an IS may be more dependent on habit-that is, unconscious automatic use without deliberation regarding the IS-and less dependent on conscious intentions, Furthermore, experiences can provide basic information necessary for satisfaction with the use of a specific IS, thus spurring the formation of both conscious intentions and unconscious habits, Whereas IT adoption Is a one-time decision, IS continuance may be a series of users' decisions and evaluations based on satisfaction with IS use. Moreover. habits also cannot be formed without satisfaction, even when a behavior is carried out repeatedly. Thus, experiences also play a critical role in satisfaction, as satisfaction is the consequence of direct experiences of actual behaviors. In particular, emotional experiences such as enjoyment can become as influential on IS use as are utilitarian experiences such as usefulness; this is especially true in light of the modern increase in membership-based hedonic systems - including online games, web-based social network services (SNS), blogs, and portals-all of which attempt to provide users with self-fulfilling value. Therefore, in order to understand more clearly the role of experiences in IS continuance, analysis must be conducted under a research framework that includes intentions, habits, and satisfaction, as experience may not only have duration-based moderating effects on the relationship between both intention and habit and the activation of IS use, but may also have content-based positive effects on satisfaction. This is consistent with the basic assumptions regarding the determining factors in IS continuance as suggested by Oritz de Guinea and Markus: consciousness, emotion, and habit. The principal objective of this study was to explore and assess the effects of experiences in IS continuance, with special consideration given to conscious intentions and unconscious habits, as well as satisfaction. IN service of this goal, along with a review of the relevant literature regarding the effects of experiences and habit on continuous IS use, this study suggested a research model that represents the roles of experience: its moderating role in the relationships of IS continuance with both conscious intention and unconscious habit, and its antecedent role in the development of satisfaction. For the validation of this research model. Korean university student users of 'Cyworld', one of the most influential social network services in South Korea, were surveyed, and the data were analyzed via partial least square (PLS) analysis to assess the implications of this study. In result most hypotheses in our research model were statistically supported with the exception of one. Although one hypothesis was not supported, the study's findings provide us with some important implications. First the role of experience in IS continuance differs from its role in IS acceptance. Second, the use of IS was explained by the dynamic balance between habit and intention. Third, the importance of satisfaction was confirmed from the perspective of IS continuance with experience.

산후조리원을 이용한 산모의 간호요구 및 만족도 (A Study on the Nursing Needs and Service Satisfactory of Users in the Post-Partum Care Center)

  • 정현
    • 여성건강간호학회지
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    • 제5권2호
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    • pp.222-229
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    • 1999
  • These days, as the society has been in the trends of highly industrialized and the family has been downsized, there is remarkably increasing number of women who follow occupation. These changes have made it more difficult for the family to help post-partum mother, which had been performed in side of house. By the help of social believe that during at least 1 month after childbirth professional nursing program is indispensable for both maternity protection and physical-mental recuperation, now many post-partum care centers for post-partum mother have been in operation. Although these post-partum care center have in use for a long time, no study was performed before this study on the same subject. Data were analyzed using by SAS. The results of study are as follow : 1. The general features of the user of the post-partum care center. The predominant band of user's age is extended from 26 to 30. The users are mainly housewives and they are in higher level of incomes and educations. As for the feature of delivery methods, they performed the normal spontaneous vaginal delivery method by 58.0% and the Caesarean operation method by 42.0%. As for the sexuality for babies, 59.3% of infants are male, and 40.7% are female. The highest delivery order of users is first and admission after 1-3days delivery is highest. 2. The results for the investigation into the actual condition of the post-partum care center are as follow : About the main reason for entrance of the post-partum care center was found to be the needs for the better nursing programs for recuperation after childbirth. This demands are also supported by their husbands. The average length of stay in the post-partum care center is 17.6 days and the besides promised expense ; powdered milk, milk-suckers, disposable dippers, skin cares, body shape cares, entrophics, injections. The post-partum have private rooms for mother and infants. Over the half of average expense is 229 million won. They are paying accessory fees the post-partum care center have similar step organization : the nurses, the skin carers, the cleaners. Mostly both ways of feeding powdered milk and breast feeding are in use, and mother's milk is preserved in the night time to be given to infant by nurse in charge. 3. The results of the investigation on users' nursing demand to the post-partum care center and satisfaction are as follow : The ranking order of nursing demand of mothers who used the is that ; infant care demands, environmental demands, emotional and mental care demands, education and training demands. As much as 70% of the respondents have dissatisfaction in nursing program, The ranking order of service satisfaction of mothers who used appears to be higher following order ; satisfaction in infant care demand, satisfaction in physical nursing demand, satisfaction in emotional and mental nursing demand, satisfaction in education and training demand, satisfaction in environment nursing demand. The results of pearson correlation. between nursing demand and service satisfaction of mothers who used are found to be relative noticeable in the level of 0.05. only infant care. The 61.7% of the women who used the post-partum care center. are responding that they will reuse the same post-partum care center again.

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PDA를 활용한 안내서비스가 이용객의 몰입, 만족 및 재이용의도에 미치는 영향 -경복궁의 PDA안내서비스를 중심으로- (Effect of PDA Guide Service on Users' Involvement, Satisfaction, and Reuse Intention -Focused on PDA Guide Service in Gyeongbokgung-)

  • 김주연;이민재;안경모
    • 한국콘텐츠학회논문지
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    • 제12권3호
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    • pp.373-381
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    • 2012
  • 정보기술 발달로 인해 관광정보제공에 있어서 다양한 정보기술이 적용되고 있다. 여러 지역자치단체나 관광지에서 여러 정보기기를 활용한 관광정보서비스를 제공해오고 있다. 2010년 6월부터 경복궁에서 PDA 기기를 활용한 안내서비스가 시행되고 있다. 본 연구에서는 PDA기기를 활용한 안내서비스를 제공하고 있는 경복궁을 대상으로 하여 그 효과를 알아보기 위해 전문 문화해설사의 안내서비스를 받은 관람객과 PDA 안내서비스를 이용한 관람객의 해설에 대한 몰입, 만족, 재이용의도를 비교하였다. 그 결과, 모든 항목에 대해서 문화해설사의 안내서비스를 받은 방문객이 지각한 몰입, 만족 및 재이용의도가 높게 나타났다. 또한, PDA안내서비스의 서비스품질의 구성요인을 파악하고, 이 구성요인이 이용객의 만족, 몰입, 재이용의도 등의 태도에 미치는 영향을 파악하였다. PDA 안내서비스 구성요소는 '해설성', '디자인', '사용용이성', '시스템 안정성'의 네 가지 요인으로 파악되었으며, 이 중 '해설성'은 이용자 몰입에 유의한 영향을 미치는 요소인 것으로 파악되었다. 또한, '해설성', '안정성'과 '사용용이성'은 이용자 만족에 유의한 영향력을 가지고 있는 것으로 나타났다. 그리고, 이용자의 재이용의도에 있어서는 '해설성'과 '시스템 안정성'만이 유의한 영향을 갖는 것으로 분석되었다. 이러한 연구결과를 통한 실무적 시사점이 논의되었다.

이미지 기반 SNS에 나타난 이미지의 속성과 사용자 만족 인스타그램과 핀터레스트를 중심으로 (Characteristics of Images in Image-based SNS and User Satisfaction - Focusing on Instagram and Pinterest -)

  • 윤지선;류한영
    • 한국HCI학회논문지
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    • 제14권1호
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    • pp.5-13
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    • 2019
  • SNS는 서비스의 형태를 다양하게 변화시키면서 1세대부터 3세대까지 발전을 거듭해왔다. 최근에는 인스타그램이나 핀터레스트와 같이 이미지를 중심으로 소통하는 이미지 기반 SNS가 3세대 서비스로 떠오르면서 많은 사용자들에게 인기를 얻고 있는 상황이다. 이처럼 이미지 기반 SNS는 이미지를 중심으로 소통한다는 특징 때문에 이미지의 활용 방식에 있어서도 다른 서비스들과는 차별 점을 지니고 있다. 본 연구에서는 이와 같은 특징에 주목하여 이미지 기반 SNS에 나타나는 이미지의 다양한 속성을 살펴보고 사용자들의 인식 차이를 알아보았다. 또한 이를 활용하여 각 속성들이 서비스의 만족에 어떤 영향을 미치고 있는지 확인하였다. 살펴본 이미지의 속성은 '자기지시성', '기록성', '정체성 표현', '간접 경험', '일회적 유희성', '욕망 생산' 과 같이 6가지였다. 사용자들의 6가지 속성에 대한 인식 차이를 비교한 결과 기록성과 간접 경험을 비교적 높게 반영되어 있다고 인식하고 있었으며, 각 속성에 대한 인식은 사용자의 연령, 이미지 기반 SNS의 사용 동기, 보유한 팔로워 수와 같은 사용자의 특성에 따라 차이가 있는 것으로 나타났다. 마지막으로 이미지의 속성이 사용자 만족에 미치는 영향을 분석한 결과, 간접 경험이 만족에 긍정적인 영향을 미치는 것으로 나타났다. 간접 경험은 실제 이미지 기반 SNS의 이미지에 반영되어 있다고 인식하는 정도가 높고 만족에도 긍정적인 영향을 미치는 속성으로 밝혀져, 이미지 기반 SNS를 설명하는 대표적인 속성으로 이해해볼 수 있었다.

온라인 여행사 사이트 e-서비스품질이 지각된 가치, 만족도, 재구매의도에 미치는 영향 (The Intention of Repurchase on e-Service Quality by Online Travel Agency Site)

  • 우릉소;이종호
    • 산경연구논집
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    • 제9권7호
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    • pp.61-70
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    • 2018
  • Purpose - The purpose of this research is reflected on the rapid development of online tourism industries. The study was to establish the strategy for Korean tourism enterprises to develop tourist commodities suitable for Chinese tourists and attract them to visit Korea by the empirical analysis of the relation between repurchase intention of tourists and its premise variables (e-service quality, perceived value and satisfaction). Research design, data, and methodology - This research carried out a questionnaire survey on Chinese tourists who visited Korea with experience of using the online travel agency web sites. A total 398 answers were recovered, 41 of them were excluded due to the dishonest answers and 357 of them were finally analyzed. The data was analyzed with IBM SPSS AMOS 22.0. Results - The research results show that in the online travel agency web site e-service quality, convenience, interactivity, information validity, credibility had a positive impacts on perceived value and satisfaction. The perceived value of online travel agency website users has positive impart on satisfaction and repurchase intention. Satisfaction of online travel agency web site users have positive impacts on repurchase intention. But safety has no impact on perceived value while positive impacts on satisfaction was affected. Conclusions - First, in the online travel agency web site e-service quality, safety has no impact on perceived value while it was shown to have positive impacts on satisfaction because the users of online travel agency web sites believe that the protection of personal information, the defense of cracker and the safeguard of payment security are the basic premises of website operation. Although safety does not have impacts on perceived value, users benefits will suffer damage when hacker intrusion and other accidents occur so that online travel agency web sites should not ignore the security concerns. Second, credibility is a major concern for online travel agency web site users. At this time, it is necessary for the web site to establish a system to display both the commodity information and the using experience published on the user's SNS, thus improving the credibility of the website information.

모바일 SNS 이용만족과 습관이 충성도에 미치는 영향 (The Impact of Users' Satisfaction and Habits in Customer Loyalty to Continue the Mobile Social Network Service)

  • 윤영선;이국용
    • 한국전자거래학회지
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    • 제15권4호
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    • pp.123-142
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    • 2010
  • 정보기술 수용 후 행동 즉 정보기술에 대한 지속적 사용여부는 해당 정보기술에 대한 자신의 경험이 의사결정 과정에서 중요한 역할을 하게 된다. 정보기술의 수용과 관련하여 수행된 대부분의 선행연구들은 자신들의 경험에 기초하여 형성된 신념에 기초를 두어 해당 정보기술의 수용여부를 결정하게 되며, 기존의 정보기술 이용 경험으로부터 형성된 친숙성, 사용성, 만족 등이 주로 사용되어 왔다. 최근에 일부 연구들에서는 정보기술의 지속적 사용과정에 잠재의식적 행위에 관심을 보이고 있어 본 연구에서는 정보기술에 대한 이용습관을 지속적 사용과정에 중요한 역할을 수행할 것으로 가정하였다. 이에 본 연구는 최근 많은 사람들이 이용하고 있는 모바일 SNS를 대상으로 하여 기존의 이용경험으로부터 형성된 친숙성, 사용성, 만족 그리고 잠재의식적 행위를 측정하기 위해 이용습관을 각각 설정하였으며, 이들 변수들이 충성도에 어떠한 영향을 미치는지 확인하기 위한 연구가설과 연구모형을 설정하였다. 실증분석 결과 모바일 SNS 이용자들의 경우 기존의 이용경험으로부터 형성된 정보기술에 대한 친숙성, 사용성, 만족 그리고 이용습관이 충성도에 유의적으로 영향을 미치고 있음을 확인하였으며, 특히 이용습관이 매개변수로서의 역할을 수행하고 있음을 확인하였다. 이러한 연구결과는 기존의 정보기술 이용경험으로부터 형성된 여러 특성들과 함께 잠재의식적 행위를 나타내는 이용습관이 매우 중요하게 작용한다는 점을 실증적으로 확인하였다는 의미를 지니고 있다.