• KSII Transactions on Internet and Information Systems (TIIS)
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• v.9 no.2
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• pp.830-842
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• 2015

Trust and trustworthiness of web services and organizations is calculated as scalar values. But there is still a certain level of risk for the overall reliability of this value. In this article, we focus on calculating trust values as intervals between upper and lower bounds based on predefined confidence values through an additional confidence probability. This will give us a more realistic approach to the trust assessments between individuals and organizations. We also developed a web-based software tool, TAST (Trust Assessment Software Tool) that collects the web services' evaluation of different customer groups for similar organizations through the user interface and calculates the trust intervals for predefined and previously selected confidence values. Our model uses a weighted calculation of mean and variances of customer groups in specific periods and analyses the total and incremental trust of different customer groups.

• Journal of Information Technology Services
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• v.8 no.2
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• pp.23-41
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• 2009

UCC paradigm based on Web 2.0 has made new business models and came to the forefront as a commercial media. The purpose of this study is to analyze the customer attitudes toward UCC and its effects as a commercial media. Based on prior studies of Internet and Web advertising, informativeness, entertainment, irritation, trust, usefulness, ease of use, incentives, and flow were identified as affecting factors of the attitude of UCC advertising. Results show that informativeness, entertainment, irritation, trust, ease of use, and flow are significantly related to the attitude of UCC advertising, but usefulness and incentives are not. Customer attitude toward UCC advertising was also found to be significantly related to the such effects as brand attitude, word of mouth, and intention to buy. This study contributes to improve the understanding of UCC as a commercial media and provides the base of activation strategies for it.

• Journal of Korean Society for Quality Management
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• v.29 no.4
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• pp.116-132
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• 2001

The world wide web has been growing rapidly. Due to the development, many companies are using the e-commerce through the web as an another tool for the their deal with customers. The internet is utilized as the new distribution business and channel for the most companies. This innovative changes made many people to purchase products through the web. However, there are a lot of problems during the process of supply chain channels. This research is about the impact of service quality on the customer satisfaction in the business-to-consumer(B2C) e-commerce. It was performed by utilizing the methodology for measuring the degree of service quality which has been adopted in the service quality research area. The quality of service is made up of six dimensions(factors): reliability, responsiveness, assurance, empathy, tangible, and convenience. Therefore, we studied the influence of these six factors upon the customer satisfaction, and the results will be summarized.

• Proceedings of the Korea Contents Association Conference
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• 2008.05a
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• pp.398-402
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• 2008

The purpose of this study is to investigate the impacts of e-service quality factors on customer satisfaction and behavior intention. Difference and moderating effect resulting from the type of web site users about an association with reaction of satisfaction and those component concepts are also one of the aims in the study. As the results, the study found that factors of web site service quality variables has a positive impact on customer satisfaction. And customer satisfaction also has a positive impact on relationship intention and word of mouth intention. According to those results, marketing managers should develop different service strategies.

• The Journal of the Korea Contents Association
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• v.11 no.6
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• pp.385-396
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• 2011

Internet web pages can be classified by three major types such as texts only, images with texts and videos with texts. The purpose of this paper is to analyze how customers recognize and respond perspective of perceived risk and media richness with regard to design patterns of internet web pages. Additionally, we will examine the extent to which aforementioned factors affect customer satisfaction. Analyses with perceived risks revealed that customers feel less personal risks including performance, psychology and time/convenience when used web pages of text-images and text-videos, compared to text only based web pages. However, customers feel that web pages consisting of image-text or video-text have higher points in terms of symbolism and social presence in media richness, compared to text only based web pages. Finally, we showed that personal risk and text-based Web page negatively affect but symbolism and social presence positively impact on customer satisfaction. Therefore, this study suggests a clue that why video-based Web content did not grow different from many people's expectation.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.42 no.3
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• pp.217-231
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• 2019

The purpose of this study is to analyze the factors influencing consumers' selection of web-toon service through AHP (Analytic Hierarchy Process) analysis and to provide the strategy of web-toon service. To accomplish this study, theories, existing research and references related to AHP were sufficiently examined and selected the factors in the selection criteria. Surveys from consumers who used the web-toon service were conducted with selected factors. Through this, the results were analyzed by AHP analysis to find out the weighting values and the differences were examined and analyzed. The highest weighting factor in the first layer that consists of web-toon service was cinematic quality. The cinematic quality was the most important factor in the selection criteria of customers who use the web-toon service regardless of their preferred genre. Furthermore, it was confirmed that the weighting value or ranking changed in the second layer by genre. In this study, the effective basis of strategy were suggested by ranking the quantitative selection factors according to the preferred genre of consumers using web-toon services. In addition, This research provides some practical implications. That is, the web-toon service provider can easily recognize and respond to the customer's requirements, which factors are important when the customer selects a specific genre from the web-toon genre.

• Management & Information Systems Review
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• v.29 no.2
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• pp.75-96
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• 2010

In the recent years the society has entered the stage of informatization, the base of informatization has expanded, and the internet users have exploded, which has led to revolutionary changes to all across business management of the world. The influences of customer value and satisfaction were reviewed on a web site, and their subsequent impacts on customer loyalty were suggested. It was also analyzed how the concept of sales promotion that was set as a moderating variable affected the characteristics of a web site, customer value and satisfaction, and correlations between customer value and satisfaction. Finally based on the analysis results, practical strategic alternatives were suggested. Accordingly a web site provider can't afford to ignore sales promotion just because it doesn't have modulating effect because the customers will turn to his or her competitors. It's important to make ongoing efforts into techniques of sales promotion to meet the expectations of clients.

• The Journal of Bigdata
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• v.2 no.2
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• pp.105-114
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• 2017

Today, many services are supported on the web sites. Analysis of usage patterns of web site visitors is very important to optimize the use and efficiency of the web sites. In this study, analysis of usage patterns and comparative analysis of user groups were conducted by analyzing web access log provided by BPI Challenge 2016. This data provides access logs to the web site in the IT system of a Dutch Employee Insurance Agency (UWV). The customer information, and the click data describing the customers' behavior when using the agency's web site. In this study, we use process mining techniques to analyze the usage patterns of customers and the characteristics of customer groups, and ultimately improve the service quality of customers using web services.

• Journal of the Korean Operations Research and Management Science Society
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• v.33 no.3
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• pp.59-76
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• 2008

Studies of recommender systems have focused on improving their performance in terms of error rates between the actual and predicted preference values. Also, many studies have been conducted to investigate the relationships between customer information processing and the characteristics of recommender systems via surveys and web-based experiments. However, the actual impact of recommendation on product pages for customer browsing behavior and decision-making in the commercial environment has not, to the best of our knowledge, been investigated with actual clickstream data. The principal objective of this research is to assess the effects of product recommendation on customer behavior in e-Commerce, using actual clickstream data. For this purpose, we utilized an online bookstore's clickstream data prior to and after the web site renovation of the store. We compared the recommendation effects on customer behavior with the data. From these comparisons, we determined that the relevant recommendations in product pages have positive relationships with the acquisition of customer attention and elaboration. Additionally, the placing of recommended items in shopping cart is positively related to suggesting the relevant recommendations. However, the frequencies at which the recommended items were purchased did not differ prior to and after the renovation of the site.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.23 no.1
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• pp.103-112
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• 2015

In this study, a study was carried out to see what influence low-cost carrier's e-service quality has on low-cost carrier customers' perceived value and customer satisfaction and what impact the results have on customer loyalty based on the results of previous studies related to e-SERVQUAL, an e-SERVQUAL measurement model for general e-commerce. In addition, a survey of consumers who have experienced using low-cost carrier experience through web sites was conducted. For the analysis of the data collected, SPSS 18.0 was used to conduct frequency analysis, factor analysis, reliability analysis, correlation analysis, and regression analysis and thus to test a hypothesis. Research findings showed that perceived value and customer satisfaction are closely related to customer loyalty, and it was also observed that the reliability factor on the service provided on the web site acts as an important influencing factor for customer loyalty in the perceived value and security factors such as payment by credit cards and protection of personal information serve as important one in terms of customer satisfaction. This study has its limitation in that samples of users who have experienced low-cost carrier are concentrated on specific ages and professions. In the future, it is required to conduct further studies on whether difference is made on the importance of measurement factors related to e-service quality by gender, age group, occupation, and e-service quality.