This study assessed the effectiveness of brand image communication on consumer perceptions of cruelty-free fashion brands. Brand messaging data were gathered from postings on the official Instagram accounts of three cruelty-free fashion brands and consumer perception data were gathered from Tweets containing keywords related to each brand. Web crawling and natural language processing were performed using Python and sentiment analysis was conducted using the BERT model. By analyzing Instagram content from Stella McCartney, Patagonia, and Freitag from their inception until 2021, this study found these brands all emphasize environmental aspects but with differing focuses: Stella McCartney on ecological conservation, Patagonia on an active outdoor image, and Freitag on upcycled products. Keyword analysis further indicated consumers perceive these brands in line with their brand messaging: Stella McCartney as high-end and eco-friendly, Patagonia as active and environmentally conscious, and Freitag as centered on recycling. Results based on the assessment of the alignment between brand-driven images and consumer-perceived images and the sentiment evaluation of the brand confirmed the outcomes of brand communication performance. The study revealed a correlation between brand image and positive consumer evaluations, indicating that higher alignment of ethical values leads to more positive consumer assessments. Given that consumers tend to prioritize search keywords over brand concepts, it's important for brands to focus on using visual imagery and promotions to effectively convey brand communication information. These findings highlight the importance of brand communication by emphasizing the connection between ethical brand images and consumer perceptions.
KIM, Gil-Ho;CHOI, Yun-Seok;WON, Young-Jin;KIM, Kyung-Tak
Journal of the Korean Association of Geographic Information Studies
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v.20
no.3
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pp.12-26
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2017
The objective of this study was to develop a runoff analysis system of the Nakdong River watershed using the GRM (Grid-based Rainfall-runoff Model), a physically-based distributed rainfall-runoff model, and to assess the system run time performance according to Microsoft Azure VM (Virtual Machine) settings. Nakdong River watershed was divided into 20 sub-watersheds, and GRM model was constructed for each subwatershed. Runoff analysis of each watershed was calculated in separated CPU process that maintained the upstream and downstream topology. MoLIT (Ministry of Land, Infrastructure and Transport) real-time radar rainfall and dam discharge data were applied to the analysis. Runoff analysis system was run in Azure environment, and simulation results were displayed through web page. Based on this study, the Nakdong River real-time runoff analysis system, which consisted of a real-time data server, calculation node (Azure), and user PC, could be developed. The system performance was more dependent on the CPU than RAM. Disk I/O and calculation bottlenecks could be resolved by distributing disk I/O and calculation processes, respectively, and simulation runtime could thereby be decreased. The study results could be referenced to construct a large watershed runoff analysis system using a distributed model with high resolution spatial and hydrological data.
Quantitative microbial risk assessment (QMRA) analyzes potential hazard of microorganisms on public health and offers structured approach to assess risks associated with microorganisms in foods. This paper addresses specific risk management questions associated with Staphylococcus aureus in kimbab and improvement and dissemination of QMRA methodology, QMRA model was developed by constructing four nodes from retail to table pathway. Predictive microbial growth model and survey data were combined with probabilistic modeling to simulate levels of S. aureus in kimbab at time of consumption, Due to lack of dose-response models, final level of S. aureus in kimbeb was used as proxy for potential hazard level, based on which possibility of contamination over this level and consumption level of S. aureus through kimbab were estimated as 30.7% and 3.67 log cfu/g, respectively. Regression sensitivity results showed time-temperature during storage at selling was the most significant factor. These results suggested temperature control under $10^{\circ}C$ was critical control point for kimbab production to prevent growth of S. aureus and showed QMRA was useful for evaluation of factors influencing potential risk and could be applied directly to risk management.
Kim, Jonggun;Park, Younshik;Jeon, Ji-Hong;Engel, Bernard A.;Ahn, Jaehun;Park, Young Kon;Kim, Ki-sung;Choi, Joongdae;Lim, Kyoung Jae
Journal of Korean Society on Water Environment
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v.23
no.4
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pp.474-481
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2007
With population growth, industrialization, and urbanization within the watershed, the hydrologic response changed dramatically, resulting in increases in peak flow with lesser time to peak and total runoff with shortened time of concentration. Infiltration is directly affected by initial soil moisture condition, which is a key element to determine runoff. Influence of the initial soil moisture condition on hydrograph analysis should be evaluated to assess land use change impacts on runoff and non-point source pollution characteristics. The Long-Term Hydrologic Impact Assessment (L-THIA) model has been widely used for the estimation of the direct runoff worldwide. The L-THIA model was applied to the Little Eagle Creek (LEC) watershed and Its estimated direct runoff values were compared with the BFLOW filtered direct runoff values by other researchers. The $R^2$ value Was 0.68 and the Nash-Sutcliffe coefficient value was 0.64. Also, the L-THIA estimates were compared with those separated using optimized $BFI_{max}$ value for the Eckhardt filter. The $R^2$ value and the Nash-Sutcliffe coefficient value were 0.66 and 0.63, respectively. Although these higher statistics could indicate that the L-THIA model is good in estimating the direct runoff reasonably well, the Antecedent Moisture Condition (AMC) was not adjusted in that study, which might be responsible for mismatches in peak flow between the L-THIA estimated and the measured peak values. In this study, the L-THIA model was run with AMC adjustment for direct runoff estimation. The $R^2$ value was 0.80 and the Nash-Sutcliffe coefficient value was 0.78 for the comparison of L-THIA simulated direct runoff with the filtered direct runoff. However there was 42.44% differences in the L-THIA estimated direct runoff and filtered direct runoff. This can be explained in that about 80% of the simulation period is classified as 'AMC I' condition, which caused lower CN values and lower direct runoff estimation. Thus, the coefficients of the equation to adjust CN II to CN I and CN III depending on AMC condition were modified to minimize adjustments impacts on runoff estimation. The $R^2$ and the Nash-Sutcliffe coefficient values increase, 0.80 and 0.80 respectively. The difference in the estimated and filtered direct runoff decreased from 42.44% to 7.99%. The results obtained in this study indicate the AMC needs to be considered for accurate direct runoff estimation using the L-THIA model. Also, more researches are needed for realistic adjustment of the AMC in the L-THIA model.
This study analyzed global Knowledge Sharing Platforms and collected stakeholder's suggestions to develop the "Korea-ASEAN Wetland Knowledge Sharing Platform (KSP)." As a result of the analysis, ① financial support and ② knowledge outcomes are essential to maintain the KSP and conduct the platform sustainably. Stakeholder suggest three significant projects (① comparative analysis of the inventory of wetlands in the Korea-ASEAN region, ② knowledge gap analysis in wetland research trends, and ③ establishing a web infrastructure for wetlands information sharing). The "Korea-ASEAN Wetland KSP" defined to be consistent with the international conventions (e.g., Ramsar Convention, Convention on Biological Diversity) goals by comprehensively considering the literature analysis and stakeholder suggestions. Intergovernmental Science-Policy Platform on Biodiversity and Ecosystem Services (IPBES) selected as the fundamental model of the KSP. As with IPBES, knowledge management and assessment, capacity building, policy support, communication and participation adopted as the platform's core objectives. The KSP will be able to share knowledge related to the same type of wetland ecosystem within the Korea-ASEAN region and provide necessary information for establishing science-based policies.
The Journal of Churna Manual Medicine for Spine and Nerves
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v.16
no.2
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pp.55-67
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2021
Objectives This review aimed to investigate studies of Chuna manual therapy (CMT) for low back pain and the evidence of their effects in order to suggest a better research method in the future. Methods We investigated studies on CMT for low back pain by searching Korean web databases from 2020 to 2021. As a result, 72 research papers were analyzed according to their published year, the titles of journals, the types of studies, the techniques of Chuna, and the instruments used for assessment. Results The results were as follows: 1. There were three papers published initially in 2000. this number showed a steady increase, and a total of 72 papers were published that year. 2. Studies on CMT were mainly published in the Journal of Korea Chuna Manual Medicine for Spine and Nerves. 3. When categorized according to the methods of studies, a simple case report was used more often than the sum of randomized controlled trials (RCTs) and non-RCTs. 4. The most frequently adopted technique of Chuna in the examined studies was the COX flexion and distraction technique. 5. The Visual Analog Scale and Oswestry Disability Index were used as primary means of assessment. Conclusions Based on the analysis, it was observed that this review provided limited evidence of CMT use in patients with LBP. Therefore, further investigation using well-designed RCTs is required to obtain higher evidence.
Journal of Korean Society of Industrial and Systems Engineering
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v.38
no.3
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pp.64-77
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2015
An effective method for produce munitions effectiveness data is to calculate weapon effectiveness indices in the US military's Joint Munitions Effectiveness Manuals (JMEM) and take advantage of the damage evaluation model (GFSM) and weapon Effectiveness Evaluation Model (Matrix Evaluator). However, a study about the Range Safety that can be applied in the live firing exercises is very insufficient in the case of ROK military. The Range Safety program is an element of the US Army Safety Program, and is the program responsible for developing policies and guidance to ensure the safe operation of live-fire ranges. The methodology of Weapon Danger Zone (WDZ) program is based on a combination of weapon modeling/simulation data and actual impact data. Also, each WDZ incorporates a probability distribution function which provides the information necessary to perform a quantitative risk assessment to evaluate the relative risk of an identified profile. A study of method to establish for K-Range Safety data is to develop manuals (pamphlet) will be a standard to ensure the effective and safe fire training at the ROK military education and training and environmental conditions. For example, WDZs are generated with the WDZ tool as part of the RMTK (Range Managers Tool Kit) package. The WDZ tool is a Geographic Information System-based application that is available to operational planners and range safety manager of Army and Marine Corps in both desktop and web-based versions. K-Range Safety Program based on US data is reflected in the Korean terrain by operating environments and training doctrine etc, and the range safety data are made. Thus, verification process on modified variables data is required. K-Range Safety rather than being produced by a single program, is an package safety activities and measures through weapon danger zone tool, SRP (The Sustainable Range Program), manuals, doctrine, terrain, climate, military defence M&S, weapon system development/operational test evaluation and analysis to continuously improving range safety zone. Distribution of this K-range safety pamphlet is available to Army users in electronic media only and is intended for the standing army and army reserve. Also publication and distribution to authorized users for marine corps commands are indicated in the table of allowances for publications. Therefore, this study proposes an efficient K-Range Safety Manual producing to calculate the danger zones that can be applied to the ROK military's live fire training by introducing of US Army weapons danger zone program and Range Safety Manual
Journal of Korean Society of Environmental Engineers
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v.33
no.1
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pp.60-70
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2011
The sediment removal index derived from the chemical contaminants, $CI_{HC}$, is currently in use to identify and define the spatial extent of the contaminated sediments in the sea. In order to analyze the sensitivity of the ecological and human risk associated with contaminated sediment, we evaluated five hypothetical contaminated sediments, whose $CI_{HC}$ values are identical but consisted of different contaminant contents, using $TrophicTrace^{(R)}$ model dedicated to evaluate sediment risk, against the resident greenling (Hexagrammos otakii) and humans by calculating No-Observed-Adverse-Effect-Level based Toxicity Quotient (NOAEL TQ) and Lowest-Observed-Adverse-Effect-Level based Toxicity Quotient (LOAEL TQ), and cancer risks and hazard indices (HI), respectively, based on the site conceptual model and exposure assumptions of fish ingestion to human receptor populations. NOAEL and LOAEL TQ values varied as much as a factor of 2 among 5 hypothetical sediments. Chemical element specific contribution to the carcinogenic risk and HI varied also greatly in these sediments. The reason for this significant dissimilarity in ecological and human risk stems from the different risk of each contaminant to the resident fish and human receptor. When the conceptual food web model is constructed for the target biological species for a given site, the ecological and human risk analysis considering trophic transfer of contaminants will add a ecosystem based tool for the management of contaminated sediments.
Point of interest (POI) of the city is a special place that has what importance to the user. For example, it is such landmark, restaurants, museums, hotels, and theaters. Because of its role in the social and economic life of us, these have attracted a lot of interest in location-based applications such as social networks and online map. However, while it can easily be obtained through the Web, the basic information of POI such as geographic location, another effort is required to obtain detailed information such as Wi-Fi, accepting credit cards, opening hours, romper room and the assessment and evaluation of other users. To solve these problems, a new method for correcting position error is required to link location-based social network service (LBSNS) data and POIs. This paper attempts to propose a position error correction method of POI and LBSNS data to enrich POI information from the vast information that is accumulated in LBSNS. Through this study, we can overcome the limitation of individual POI information via the information fusion method of LBSNS and POI, and we have discovered the possibility to be able to provide additional information which users need. As a result, we expect to be able to collect a variety of POI information quickly.
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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