• Title/Summary/Keyword: Web Usability

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Substantial Study on Web Accessibility and Usability of 50 Corporate Websites in Korea, USA, and Japan (한.미.일 50대 기업 웹사이트의 웹 접근성 및 사용성에 관한 실증 연구)

  • Choi, Jae-Sook;Moon, Hyung-Nam;Kim, Il
    • 한국IT서비스학회:학술대회논문집
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    • 2010.05a
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    • pp.536-541
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    • 2010
  • 무한 사이버 공간인 인터넷의 발달과 함께 인터넷의 사용이 크게 늘어 거의 대부분이 인터넷을 이용하고 있다. 이러한 인터넷에서의 정보와 지식은 누구나가 어떠한 환경에서도 사용가능해야 한다. 장애인, 노인, 어린이, 약시 등을 고려한 웹 개발이 절실하다. 국내에서는 2008년 4월 11일 "장애인차별금지 및 권리구제 등에 관한 법률" 동법시행령(제14조)에 웹 접근성 의무화 조항 마련을 마련하여 복지 분야 뿐 아니라 인터넷에서도 장애인에 대한 평등을 강화하였다. 매년 웹 접근성 실태조사를 하고 있는 중앙행정기관의 웹 접근성 평균 점수는 2005년 72.3점, 2006년 81.8점, 2007년 88.2점, 2008년 90.6점이고, 광역지자체는 2005년 71.6점, 2006년 81.8점, 2007년 86.8점, 91.6점으로 해마다 향상되고 있는 것으로 나타났다(한국정보화진흥원 웹접근성연구소, 2009). 이와 비교해 볼 때, 민간기업의 웹사이트는 웹 접근성 준수율이 많이 낮으므로 본 연구에서는 한국 미국 일본 50대 기업의 웹 접근성 및 사용성에 대해 나라별, 기업별로 실증 평가 분석하여 문제점을 도출하고 개선안을 제시하여 민간기업의 웹 접근성, 사용성 수준을 향상시키는데 다소라도 기여하고자 하며 향후 IPTV, 휴대폰 등 다양한 웹 접근성 연구 분야에 대해 제시했다.

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The development of materials for developing childrens' spatial sense in the 7th National Curriculum and the analysis of its effects (제7차 수학과 교육과정의 공간감각활동을 위한 교구 개발 및 그 효과)

  • Lee Dong-Kyu
    • Education of Primary School Mathematics
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    • v.9 no.2 s.18
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    • pp.119-134
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    • 2005
  • The goals of this study is to analyze develop the materials which help students develop spatial sense in elementary school and to investigate its effects. To accomplish those goals, the 7th National Curriculum was analyzed to identify the contents of spatial sense. After analyzing the 7th National Curriculum, the principle for developing the teaching aids focusing the realization of the contents in the spatial sense was set up. And then various teaching materials which can enhance students' spatial sense was developed. It is consist of 17 kinds of concretely operating materials, 7 kinds of tangram papers, one web-material. To verify the effect of the materials, surveyed the usability of the materials and two classes was selected and tests were administered before and after the treatment. Through this application, several conclusion were drawn. First, a survey result says that teachers thought materials developed would be effective in developing spatial sense. Second, the materials developed were effective to develop spatial sense. The score gained by the experiment group after the treatment was statistically meaningfully higher than the control group. This means that the materials developed helped children to develop spatial sense.

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Access Control Mechanism for CouchDB

  • Ashwaq A., Al-otaibi;Reem M., Alotaibi;Nermin, Hamza
    • International Journal of Computer Science & Network Security
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    • v.22 no.12
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    • pp.107-115
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    • 2022
  • Recently, big data applications need another database different from the Relation database. NoSQL databases are used to save and handle massive amounts of data. NoSQL databases have many advantages over traditional databases like flexibility, efficiently processing data, scalability, and dynamic schemas. Most of the current applications are based on the web, and the size of data is in increasing. NoSQL databases are expected to be used on a more and large scale in the future. However, NoSQL suffers from many security issues, and one of them is access control. Many recent applications need Fine-Grained Access control (FGAC). The integration of the NoSQL databases with FGAC will increase their usability in various fields. It will offer customized data protection levels and enhance security in NoSQL databases. There are different NoSQL database models, and a document-based database is one type of them. In this research, we choose the CouchDB NoSQL document database and develop an access control mechanism that works at a fain-grained level. The proposed mechanism uses role-based access control of CouchDB and restricts read access to work at the document level. The experiment shows that our mechanism effectively works at the document level in CouchDB with good execution time.

Spatial Decision Support System for Residential Solar Energy Adoption

  • Ahmed O. Alzahrani;Hind Bitar;Abdulrahman Alzahrani;Khalaf O. Alsalem
    • International Journal of Computer Science & Network Security
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    • v.23 no.6
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    • pp.49-58
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    • 2023
  • Renewable energy is not a new terminology. One of the fastest growing renewable energies is solar energy. The implementation of solar energy provides several advantages including the reduction of some of the environmental risks of fossil fuel consumption. This research elaborated the importance of the adaption of solar energy by developing a spatial decision support system (SDSS), while the Residential Solar Energy Adoption (RSEA) is an instantiation artifact in the form of an SDSS. As a GIS web-based application, RSEA allows stakeholders (e.g., utility companies, policymakers, service providers homeowners, and researchers) to navigate through locations on a map interactively. The maps highlight locations with high and low solar energy adoption potential that enables decision-makers (e.g., policymakers, solar firms, utility companies, and nonprofit organizations) to make decisions. A combined qualitative and quantitative methodological approach was used to evaluate the application's usability and user experience, and results affirmed the ability of the factors of utility, usefulness, and a positive user experience of the residential solar energy adoption of spatial decision support system (RSEA-SDSS). RSEA-SDSS in improving the decision-making process for potential various stakeholders, in utility, solar installations, policy making, and non-profit renewable energy domains.

A Decision Support System for Small & Medium Construction Companies (SMCCs) at the early stages of international projects

  • Park, Chan Young;Jang, Woosik;Hwang, Geunouk;Lee, Kang-Wook;Han, Seung Heon
    • International conference on construction engineering and project management
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    • 2015.10a
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    • pp.213-216
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    • 2015
  • Despite the significant increase of Korean contractors in the international construction market, many SMCCs (Small & Medium Construction Companies) have suffered in the global financial crisis, and some of them have been kicked out of the international market after experiencing huge losses on projects. SMCCs face obstacles in the international market, such as an insufficient ability to gather information and inappropriate management of associated risks, which lead to difficulties in establishing effective business strategies. In other words, making immature decisions without an effective business strategy may cause not only the failure of one project but also the bankruptcy of the SMCC. To overcome this, the research presented herein aims to propose a decision support system for SMCCs, which would screen projects and make a go/no-go decision at the early stages of international projects. The proposed system comprises a double axis: (1) a profit prediction model, which evaluates 10 project properties using an objective methodology based on a historical project performance database and roughly suggests expected profit rate, and (2) a feasibility assessment model, which evaluates 17 project environment factors in a subjective and quantitative methodology based on experience and supervision. Finally, a web-based system is established to enhance the practical usability, which is expected to be a good reference for inexperienced SMCCs to make proper decisions and establish effective business strategies.

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The Effect of Herding Behavior and Perceived Usefulness on Intention to Purchase e-Learning Content: Comparison Analysis by Purchase Experience (무리행동과 지각된 유용성이 이러닝 컨텐츠 구매의도에 미치는 영향: 구매경험에 의한 비교분석)

  • Yoo, Chul-Woo;Kim, Yang-Jin;Moon, Jung-Hoon;Choe, Young-Chan
    • Asia pacific journal of information systems
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    • v.18 no.4
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    • pp.105-130
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    • 2008
  • Consumers of e-learning market differ from those of other markets in that they are replaced in a specific time scale. For example, e-learning contents aimed at highschool senior students cannot be consumed by a specific consumer over the designated period of time. Hence e-learning service providers need to attract new groups of students every year. Due to lack of information on products designed for continuously emerging consumers, the consumers face difficulties in making rational decisions in a short time period. Increased uncertainty of product purchase leads customers to herding behaviors to obtain information of the product from others and imitate them. Taking into consideration of these features of e-learning market, this study will focus on the online herding behavior in purchasing e-learning contents. There is no definite concept for e-learning. However, it is being discussed in a wide range of perspectives from educational engineering to management to e-business etc. Based upon the existing studies, we identify two main view-points regarding e-learning. The first defines e-learning as a concept that includes existing terminologies, such as CBT (Computer Based Training), WBT (Web Based Training), and IBT (Internet Based Training). In this view, e-learning utilizes IT in order to support professors and a part of or entire education systems. In the second perspective, e-learning is defined as the usage of Internet technology to deliver diverse intelligence and achievement enhancing solutions. In other words, only the educations that are done through the Internet and network can be classified as e-learning. We take the second definition of e-learning for our working definition. The main goal of this study is to investigate what factors affect consumer intention to purchase e-learning contents and to identify the differential impact of the factors between consumers with purchase experience and those without the experience. To accomplish the goal of this study, it focuses on herding behavior and perceived usefulness as antecedents to behavioral intention. The proposed research model in the study extends the Technology Acceptance Model by adding herding behavior and usability to take into account the unique characteristics of e-learning content market and e-learning systems use, respectively. The current study also includes consumer experience with e-learning content purchase because the previous experience is believed to affect purchasing intention when consumers buy experience goods or services. Previous studies on e-learning did not consider the characteristics of e-learning contents market and the differential impact of consumer experience on the relationship between the antecedents and behavioral intention, which is the target of this study. This study employs a survey method to empirically test the proposed research model. A survey questionnaire was developed and distributed to 629 informants. 528 responses were collected, which consist of potential customer group (n = 133) and experienced customer group (n = 395). The data were analyzed using PLS method, a structural equation modeling method. Overall, both herding behavior and perceived usefulness influence consumer intention to purchase e-learning contents. In detail, in the case of potential customer group, herding behavior has stronger effect on purchase intention than does perceived usefulness. However, in the case of shopping-experienced customer group, perceived usefulness has stronger effect than does herding behavior. In sum, the results of the analysis show that with regard to purchasing experience, perceived usefulness and herding behavior had differential effects upon the purchase of e-learning contents. As a follow-up analysis, the interaction effects of the number of purchase transaction and herding behavior/perceived usefulness on purchase intention were investigated. The results show that there are no interaction effects. This study contributes to the literature in a couple of ways. From a theoretical perspective, this study examined and showed evidence that the characteristics of e-learning market such as continuous renewal of consumers and thus high uncertainty and individual experiences are important factors to be considered when the purchase intention of e-learning content is studied. This study can be used as a basis for future studies on e-learning success. From a practical perspective, this study provides several important implications on what types of marketing strategies e-learning companies need to build. The bottom lines of these strategies include target group attraction, word-of-mouth management, enhancement of web site usability quality, etc. The limitations of this study are also discussed for future studies.

A Study on the Optimization of Edutainment Website design For Juvenile Users (에듀테인먼트 기반의 어린이 웹사이트 디자인에 관한 연구)

  • 손은미;임은정;이현주
    • Archives of design research
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    • v.15 no.1
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    • pp.143-152
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    • 2002
  • As the Internet has been a daily instrument of our lives, the numbers of Internet users are increasing rapidly. Especially, we have to pay special attention to about rapid increasing of juvenile users. In the 1990's, Kids are growing up literally surrounded by new technologies and mu1timedia experiences. For these kids, most of the techno1ologies that we adults find surprising or even incredible are a part of their everyday landscape, a fact of life. Currently, only few of research and discussion has gone into understanding this field. And most of these web sites, set importance on furnishing information only. So educational characters of web are not manifested fully as well as children soon get board with learning with Internet so that feel difficulties in searching and accepting information. At this point, we must try to develop educational sites Not only to show information but also to offer a rich and entertaining time for kids while providing playful teaming and increased technological fluency. Fer this purpose, Web site should be all about combining play with learning. Site navigation should be easy and the pages load quickly. The page download time is also being considerable, which could send kids withy mouse-fingers looking for entertainment elsewhere. Everything about the site must have a familiar feel, uses adequate colors to be satisfied with the juveniles. Multimedia can help the communications in the websites. To maximize the educational effect, technological research and continues invest are need, in addition to usability test.

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An Empirical Study on the Effects of Venture Company's Website Properties on Bounce Rate (벤처기업 웹사이트의 속성이 웹사이트 이탈률에 미치는 영향에 관한 실증연구)

  • Yun Do Hwang;Tae Kwan Ha
    • Asia-Pacific Journal of Business Venturing and Entrepreneurship
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    • v.18 no.2
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    • pp.67-79
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    • 2023
  • The bounce rate is the rate at which a user leaves immediately after visiting, and this study aimed to find out what attributes of a website affect the bounce rate. Web site evaluation items were defined as a total of 4 items and 27 evaluation attributes, including usability, information, service interaction, and technology, so that they can be commonly applied to venture companies in various industries through prior research. As a result of the study, 6 website attributes that affect the bounce rate were verified to be significant by discriminant analysis and decision tree analysis. Suggestions to reduce the bounce rate of venture business websites through this study are as follows. First, the path name of the website is displayed as mandatory and a pull-down menu function is added to facilitate movement to other pages. Second, it is good to expose core content that can attract users' attention in the form of a banner, and place internal link banners in the right place on sub-pages. Third, external links should be linked to a new window so that they do not leave the current page immediately so that they can be re-entered. Lastly, it is recommended to expose the contact information of the person in charge and consultation function as direct information for communication with customers, but if individual response is difficult, at least the consultation function must be added. These suggestions are expected to be of practical help in various fields such as website development, operation, and marketing. However, in special cases, a high bounce rate may be normal, so it should be considered according to the situation.

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The Effects of Online Service Quality on Consumer Satisfaction and Loyalty Intention -About Booking and Issuing Air Tickets on Website- (온라인 서비스 품질이 고객만족 및 충성의도에 미치는 영향 -항공권 예약.발권 웹사이트를 중심으로-)

  • Park, Jong-Gee;Ko, Do-Eun;Lee, Seung-Chang
    • Journal of Distribution Research
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    • v.15 no.3
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    • pp.71-110
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    • 2010
  • 1. Introduction Today Internet is recognized as an important way for the transaction of products and services. According to the data surveyed by the National Statistical Office, the on-line transaction in 2007 for a year, 15.7656 trillion, shows a 17.1%(2.3060 trillion won) increase over last year, of these, the amount of B2C has been increased 12.0%(10.2258 trillion won). Like this, because the entry barrier of on-line market of Korea is low, many retailers could easily enter into the market. So the bigger its scale is, but on the other hand, the tougher its competition is. Particularly due to the Internet and innovation of IT, the existing market has been changed into the perfect competitive market(Srinivasan, Rolph & Kishore, 2002). In the early years of on-line business, they think that the main reason for success is a moderate price, they are awakened to its importance of on-line service quality with tough competition. If it's not sure whether customers can be provided with what they want, they can use the Web sites, perhaps they can trust their products that had been already bought or not, they have a doubt its viability(Parasuraman, Zeithaml & Malhotra, 2005). Customers can directly reserve and issue their air tickets irrespective of place and time at the Web sites of travel agencies or airlines, but its empirical studies about these Web sites for reserving and issuing air tickets are insufficient. Therefore this study goes on for following specific objects. First object is to measure service quality and service recovery of Web sites for reserving and issuing air tickets. Second is to look into whether above on-line service quality and on-line service recovery have an impact on overall service quality. Third is to seek for the relation with overall service quality and customer satisfaction, then this customer satisfaction and loyalty intention. 2. Theoretical Background 2.1 On-line Service Quality Barnes & Vidgen(2000; 2001a; 2001b; 2002) had invented the tool to measure Web sites' quality four times(called WebQual). The WebQual 1.0, Step one invented a measuring item for information quality based on QFD, and this had been verified by students of UK business school. The Web Qual 2.0, Step two invented for interaction quality, and had been judged by customers of on-line bookshop. The WebQual 3.0, Step three invented by consolidating the WebQual 1.0 for information quality and the WebQual2.0 for interactionquality. It includes 3-quality-dimension, information quality, interaction quality, site design, and had been assessed and confirmed by auction sites(e-bay, Amazon, QXL). Furtheron, through the former empirical studies, the authors changed sites quality into usability by judging that usability is a concept how customers interact with or perceive Web sites and It is used widely for accessing Web sites. By this process, WebQual 4.0 was invented, and is consist of 3-quality-dimension; information quality, interaction quality, usability, 22 items. However, because WebQual 4.0 is focusing on technical part, it's usable at the Website's design part, on the other hand, it's not usable at the Web site's pleasant experience part. Parasuraman, Zeithaml & Malhorta(2002; 2005) had invented the measure for measuring on-line service quality in 2002 and 2005. The study in 2002 divided on-line service quality into 5 dimensions. But these were not well-organized, so there needed to be studied again totally. So Parasuraman, Zeithaml & Malhorta(2005) re-worked out the study about on-line service quality measure base on 2002's study and invented E-S-QUAL. After they invented preliminary measure for on-line service quality, they made up a question for customers who had purchased at amazon.com and walmart.com and reassessed this measure. And they perfected an invention of E-S-QUAL consists of 4 dimensions, 22 items of efficiency, system availability, fulfillment, privacy. Efficiency measures assess to sites and usability and others, system availability measures accurate technical function of sites and others, fulfillment measures promptness of delivering products and sufficient goods and others and privacy measures the degree of protection of data about their customers and so on. 2.2 Service Recovery Service industries tend to minimize the losses by coping with service failure promptly. This responses of service providers to service failure mean service recovery(Kelly & Davis, 1994). Bitner(1990) went on his study from customers' view about service providers' behavior for customers to recognize their satisfaction/dissatisfaction at service point. According to them, to manage service failure successfully, exact recognition of service problem, an apology, sufficient description about service failure and some tangible compensation are important. Parasuraman, Zeithaml & Malhorta(2005) approached the service recovery from how to measure, rather than how to manage, and moved to on-line market not to off-line, then invented E-RecS-QUAL which is a measuring tool about on-line service recovery. 2.3 Customer Satisfaction The definition of customer satisfaction can be divided into two points of view. First, they approached customer satisfaction from outcome of comsumer. Howard & Sheth(1969) defined satisfaction as 'a cognitive condition feeling being rewarded properly or improperly for their sacrifice.' and Westbrook & Reilly(1983) also defined customer satisfaction/dissatisfaction as 'a psychological reaction to the behavior pattern of shopping and purchasing, the display condition of retail store, outcome of purchased goods and service as well as whole market.' Second, they approached customer satisfaction from process. Engel & Blackwell(1982) defined satisfaction as 'an assessment of a consistency in chosen alternative proposal and their belief they had with them.' Tse & Wilton(1988) defined customer satisfaction as 'a customers' reaction to discordance between advance expectation and ex post facto outcome.' That is, this point of view that customer satisfaction is process is the important factor that comparing and assessing process what they expect and outcome of consumer. Unlike outcome-oriented approach, process-oriented approach has many advantages. As process-oriented approach deals with customers' whole expenditure experience, it checks up main process by measuring one by one each factor which is essential role at each step. And this approach enables us to check perceptual/psychological process formed customer satisfaction. Because of these advantages, now many studies are adopting this process-oriented approach(Yi, 1995). 2.4 Loyalty Intention Loyalty has been studied by dividing into behavioral approaches, attitudinal approaches and complex approaches(Dekimpe et al., 1997). In the early years of study, they defined loyalty focusing on behavioral concept, behavioral approaches regard customer loyalty as "a tendency to purchase periodically within a certain period of time at specific retail store." But the loyalty of behavioral approaches focuses on only outcome of customer behavior, so there are someone to point the limits that customers' decision-making situation or process were neglected(Enis & Paul, 1970; Raj, 1982; Lee, 2002). So the attitudinal approaches were suggested. The attitudinal approaches consider loyalty contains all the cognitive, emotional, voluntary factors(Oliver, 1997), define the customer loyalty as "friendly behaviors for specific retail stores." However these attitudinal approaches can explain that how the customer loyalty form and change, but cannot say positively whether it is moved to real purchasing in the future or not. This is a kind of shortcoming(Oh, 1995). 3. Research Design 3.1 Research Model Based on the objects of this study, the research model derived is

    . 3.2 Hypotheses 3.2.1 The Hypothesis of On-line Service Quality and Overall Service Quality The relation between on-line service quality and overall service quality I-1. Efficiency of on-line service quality may have a significant effect on overall service quality. I-2. System availability of on-line service quality may have a significant effect on overall service quality. I-3. Fulfillment of on-line service quality may have a significant effect on overall service quality. I-4. Privacy of on-line service quality may have a significant effect on overall service quality. 3.2.2 The Hypothesis of On-line Service Recovery and Overall Service Quality The relation between on-line service recovery and overall service quality II-1. Responsiveness of on-line service recovery may have a significant effect on overall service quality. II-2. Compensation of on-line service recovery may have a significant effect on overall service quality. II-3. Contact of on-line service recovery may have a significant effect on overall service quality. 3.2.3 The Hypothesis of Overall Service Quality and Customer Satisfaction The relation between overall service quality and customer satisfaction III-1. Overall service quality may have a significant effect on customer satisfaction. 3.2.4 The Hypothesis of Customer Satisfaction and Loyalty Intention The relation between customer satisfaction and loyalty intention IV-1. Customer satisfaction may have a significant effect on loyalty intention. 3.2.5 The Hypothesis of a Mediation Variable Wolfinbarger & Gilly(2003) and Parasuraman, Zeithaml & Malhotra(2005) had made clear that each dimension of service quality has a significant effect on overall service quality. Add to this, the authors analyzed empirically that each dimension of on-line service quality has a positive effect on customer satisfaction. With that viewpoint, this study would examine if overall service quality mediates between on-line service quality and each dimension of customer satisfaction, keeping on looking into the relation between on-line service quality and overall service quality, overall service quality and customer satisfaction. And as this study understands that each dimension of on-line service recovery also has an effect on overall service quality, this would examine if overall service quality also mediates between on-line service recovery and each dimension of customer satisfaction. Therefore these hypotheses followed are set up to examine if overall service quality plays its role as the mediation variable. The relation between on-line service quality and customer satisfaction V-1. Overall service quality may mediate the effects of efficiency of on-line service quality on customer satisfaction. V-2. Overall service quality may mediate the effects of system availability of on-line service quality on customer satisfaction. V-3. Overall service quality may mediate the effects of fulfillment of on-line service quality on customer satisfaction. V-4. Overall service quality may mediate the effects of privacy of on-line service quality on customer satisfaction. The relation between on-line service recovery and customer satisfaction VI-1. Overall service quality may mediate the effects of responsiveness of on-line service recovery on customer satisfaction. VI-2. Overall service quality may mediate the effects of compensation of on-line service recovery on customer satisfaction. VI-3. Overall service quality may mediate the effects of contact of on-line service recovery on customer satisfaction. 4. Empirical Analysis 4.1 Research design and the characters of data This empirical study aimed at customers who ever purchased air ticket at the Web sites for reservation and issue. Total 430 questionnaires were distributed, and 400 were collected. After surveying with the final questionnaire, the frequency test was performed about variables of sex, age which is demographic factors for analyzing general characters of sample data. Sex of data is consist of 146 of male(42.7%) and 196 of female(57.3%), so portion of female is a little higher. Age is composed of 11 of 10s(3.2%), 199 of 20s(58.2%), 105 of 30s(30.7%), 22 of 40s(6.4%), 5 of 50s(1.5%). The reason that portions of 20s and 30s are higher can be supposed that they use the Internet frequently and purchase air ticket directly. 4.2 Assessment of measuring scales This study used the internal consistency analysis to measure reliability, and then used the Cronbach'$\alpha$ to assess this. As a result of reliability test, Cronbach'$\alpha$ value of every component shows more than 0.6, it is found that reliance of the measured variables are ensured. After reliability test, the explorative factor analysis was performed. the factor sampling was performed by the Principal Component Analysis(PCA), the factor rotation was performed by the Varimax which is good for verifying mutual independence between factors. By the result of the initial factor analysis, items blocking construct validity were removed, and the result of the final factor analysis performed for verifying construct validity is followed above. 4.3 Hypothesis Testing 4.3.1 Hypothesis Testing by the Regression Analysis(SPSS) 4.3.2 Analysis of Mediation Effect To verify mediation effect of overall service quality of and , this study used the phased analysis method proposed by Baron & Kenny(1986) generally used. As shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient $\beta$eta : efficiency=.164, system availability=.074, fulfillment=.108, privacy=.107) is smaller than its estimate ability at Step 2(Standardized coefficient $\beta$eta : efficiency=.409, system availability=.227, fulfillment=.386, privacy=.237), so it was proved that overall service quality played a role as the partial mediation between on-line service quality and satisfaction. As
    shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient $\beta$eta : responsiveness=.164, compensation=.117, contact=.113) is smaller than its estimate ability at Step 2(Standardized coefficient $\beta$eta : responsiveness=.409, compensation=.386, contact=.237), so it was proved that overall service quality played a role as the partial mediation between on-line service recovery and satisfaction. Verified results on the basis of empirical analysis are followed. First, as the result of , it shows that all were chosen, so on-line service quality has a positive effect on overall service quality. Especially fulfillment of overall service quality has the most effect, and then efficiency, system availability, privacy in order. Second, as the result of , it shows that all were chosen, so on-line service recovery has a positive effect on overall service quality. Especially responsiveness of overall service quality has the most effect, and then contact, compensation in order. Third, as the result of and , it shows that and all were chosen, so overall service quality has a positive effect on customer satisfaction, customer satisfaction has a positive effect on loyalty intention. Fourth, as the result of and , it shows that and all were chosen, so overall service quality plays a role as the partial mediation between on-line service quality and customer satisfaction, on-line service recovery and customer satisfaction. 5. Conclusion This study measured and analyzed service quality and service recovery of the Web sites that customers made a reservation and issued their air tickets, and by improving customer satisfaction through the result, this study put its final goal to grope how to keep loyalty customers. On the basis of the result of empirical analysis, suggestion points of this study are followed. First, this study regarded E-S-QUAL that measures on-line service quality and E-RecS-QUAL that measures on-line service recovery as variables, so it overcame the limit of existing studies that used modified SERVQUAL to measure service quality of the Web sites. Second, it shows that fulfillment and efficiency of on-line service quality have the most significant effect on overall service quality. Therefore the Web sites of reserving and issuing air tickets should try harder to elevate efficiency and fulfillment. Third, privacy of on-line service quality has the least significant effect on overall service quality, but this may be caused by un-assurance of customers whether the Web sites protect safely their confidential information or not. So they need to notify customers of this fact clearly. Fourth, there are many cases that customers don't recognize the importance of on-line service recovery, but if they would think that On-line service recovery has an effect on customer satisfaction and loyalty intention, as its importance is very significant they should prepare for that. Fifth, because overall service quality has a positive effect on customer satisfaction and loyalty intention, they should try harder to elevate service quality and service recovery of the Web sites of reserving and issuing air tickets to maximize customer satisfaction and to secure loyalty customers. Sixth, it is found that overall service quality plays a role as the partial mediation, but now there are rarely existing studies about this, so there need to be more studies about this.

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  • Design and Implementation of Adaptive Learning Management System Based on SCORM (SCORM 기반의 적응형 학습관리 시스템의 설계 및 구현)

    • Han Kyung-Sup;Seo Jeong-Man;Jung Soon-Key
      • Journal of the Korea Society of Computer and Information
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      • v.9 no.3
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      • pp.115-120
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      • 2004
    • As a part of working on development of the learning management system, a adaptive learning management system which is able to provide individual learner with different learning contents or paths customized to learner's learning behaviors by expanding SCORM was proposed in this dissertation. In terms of instructional technology interrelated with technology of CBI and ITS, new learning environments and learner preferences were analyzed. A related laboratory system was implemented by packaging a process on how to expand the meta data for contents and a process on how to utilize the web-based learning contents dynamically. In order to evaluate the usability of the implemented system, a sample content was provided to some selected learners and their learning achievement resulted from the new learning environment was analysed. A result of the experiment indicated that the adaptive learning management system proposed in this dissertation could provide every learner with the different content tailored to their individual learning preference and behavior. and it worked also to promote the learning performance of every learner.

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