• Journal of Korea Society of Digital Industry and Information Management
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• v.5 no.4
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• pp.213-229
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• 2009

The purpose of this paper is to identify the relationship among five factors of web design, e-satisfaction, e-loyalty, and customer defection and provide the implications of marketing strategies in online shopping. The research findings are as follows: first, ease of use of web design affects positively e-satisfaction more than the other factors except financial security. Second, e-satisfaction affects positively e-loyalty. Third, e-satisfaction does not affect customer defection. Fourth, informativeness, styling, ease of use, and trust of web design affect indirectly e-loyalty by mediating e-satisfaction. Therefore, because there is a good circular relationship among web design, e-satisfaction, and e-loyalty, it is very important to enhance web design for customers. When customers satisfy highly with the factors of web design, e-loyalty is higher and customer defection is lower. Further, in a curriculum of web design it is needed to reflect the findings of this paper.

• International Journal of Contents
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• v.5 no.1
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• pp.9-14
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• 2009

The purpose of this study is to investigate the impacts of e-service quality factors on customer satisfaction and behavior intention by Web site types. 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 a result, the study found that factors of web site service quality variables had positive impacts on customer satisfaction. And customer satisfaction also had a positive impact on relationship intention and word of mouth intention. Furthermore, through the comparative analysis, we found that the service quality differed on the effects of customer satisfaction by web site types. According to those results, marketing managers should develop different service strategies based on different web site types.

• Journal of Korean Society for Quality Management
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• v.40 no.2
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• pp.219-230
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• 2012

These days, getting a gob is emerging as a hot social issue, and specialized sites offering job information are rapidly increasing. On the contrary of quantitative increase, job information sites have lots of problems with respect to satisfying customer's needs. This study is designed to explore web-site service quality factors in job information site, and relationship among characteristic web service quality, customer satisfaction, relationship quality and reuse intention. In this study we found that customer satisfaction is prior to relationship quality, which decide long-term customer relationship. And also, Trust which is one of the relationship quality and customer satisfaction affect customers reuse intent respectively. This study also found that characteristic service quality in related to job information site can be composed of four factors such as delivery of information, customization, web design and interaction. Delivery of information, web design and interaction affect trust, and web design and interaction affect customer satisfaction. And also relationship quality is prior to reuse intention.

• Journal of Korea Society of Industrial Information Systems
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• v.16 no.2
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• pp.125-137
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• 2011

This study empirically examined the structural relationships among service quality of internet real estate information web-sites, trust, customer satisfaction and reuse intention. In order to achieve the purpose, survey method was applied using a sample of 293 real estate information web-site users. The results of this study showed that service quality of real estate web-sites had a significant effect on trust and customer satisfaction. And, the trust of web-sites have influenced on customer satisfaction and reuse intention. Finally, the customer satisfaction of estate information web-sites had a significant positive effect on reuse intention.

• Journal of Korea Society of Industrial Information Systems
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• v.10 no.3
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• pp.64-73
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• 2005

This paper is purposed to investigate the relationship among web characteristics, service quality and customer satisfaction. After analyzing the data collected from 137 customers, it was proved that web service did not affect on the customer satisfaction directly, but affected indirectly through service quality. Therefore we conclude that customer satisfaction efforts through web site are important as a competitive weapon in an airline industry.

• Journal of Korean Society for Quality Management
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• v.42 no.3
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• pp.445-458
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• 2014

Purpose: Present study was designed to examine the casual relationships among web service quality, customer satisfaction, initial trust and off-line visit intention in hospital website. Research object was limited to web service quality of general hospital. We applied path analysis model in order to test the hypotheses and research model. Methods: Survey tool, that is, Questionnaire had obtained validity through literature survey, exploratory survey and pretest and sample 320 was selected. For statistical treatment of pretest and main analysis, SPSS18.0 and AMOS18.0 were employed and Structural equation model was employed as analysis method. Results: Result of this study shows as follows. Factors of web service quality have an effect on customer satisfaction and initial trust, both of customer satisfaction and initial trust have an effect on off-line visit intention. Also customer satisfaction affects initial trust. Especially, customer satisfaction and initial trust were empirically confirmed as the important factors preceding off-line vis it intention. Conclusion: Therefore, present study shows that customer satisfaction and initial trust are important factors that medium and small size hospitals have to emphasize to raise performance. However, present study has some limitations to additionally research in the future.

• Journal of the Korean Operations Research and Management Science Society
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• v.29 no.4
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• pp.73-93
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• 2004

This study was to identify the determinants of web interactivity and investigate the structural relationships between web interactivity, e-brand relationship quality, and customer loyalty. For these purposes, the authors developed several hypotheses and collected the data from 268 users of Internet site. The data was analyzed with LISREL 8.5. The findings and summary are as follows. First. control had a significantly positive effect on satisfaction. Second, two-way communications had not an effect on satisfaction and trust. Third, responsiveness had a significantly positive effect on satisfaction and customer loyalty. Fourth, satisfaction had a significantly positive effect on trust and customer loyalty. Finally, trust had a significantly positive effect on customer loyalty. At the end of this paper, the managerial and theoretical implications, limitations and further research directions were suggested.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.42 no.3
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• pp.39-51
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• 2019

This paper is an exploratory study to investigate the influence of characteristics of local government web-sites on user satisfaction and trust. The objective of this research is to identify the characteristics of local government web-sites influencing on user satisfaction and trust, and determine how they affect user satisfaction and trust. From the literature review, we identify four characteristics which are expected to influence on user satisfaction: technical, information, customer-oriented, and work-performing characteristics. In addition, we develop research model that the four characteristics are expected to affect user satisfaction and trust via users' perceived values. The results of the research are as follows. The technical, customer-oriented, and work-performing characteristics significantly affects perceived values, which significantly affected user satisfaction and trust. Perceived value is partially mediated by user satisfaction in affecting user trust. The characteristics of local government web-sites affecting perceived values differed partially by the purpose of visitor. As for the personal goal, the technical, customer-oriented, and work-performing characteristics significantly affect perceived values, with the technical and customer-oriented characteristics having more significant effects. As for the business goal, the technical, information, work-performing characteristics significantly affected perceived values, with information characteristics having more significant effects.

• Journal of Information Technology Services
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• v.4 no.1
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• pp.149-160
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• 2005

Information system outsourcing induces firms to concentrate on the core competence and to improve business value by utilizing specialized information systems outsourcing vendors. However, for those strategic effects, the outsourced information systems should guarantee a certain service level. Now companies are considering to adopt SLA(Service Level Agreement) as a method to check the service level of the outsourced information systems in quantitative terms. On the contrary, customer satisfaction survey supports qualitative analysis, and helps companies to understand the qualitative effects on information system more systematically. Recently, the growing use of the internet makes customer satisfaction survey to be carried out on the web. For that reason, lots of researches related to web survey have been performed. But these researches are just focused on finding out only items to be measured and the effect of web survey. In this paper, based on the service quality research model for information system outsourcing, we formalize and propose a web survey process, a system architecture, and a functional structure for information system outsourcing customer satisfaction survey. Additionally, we provide the implementation results for the web survey systems.

• The Journal of the Korea Contents Association
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• v.8 no.10
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• pp.180-188
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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. This study also aims to examine the relationship between the variables of web site service quality variables (reliability, information, design, communication, entertainment, convenience), the customer satisfaction with web site, relationship intention and word of mouth intention. 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. At the same time, it was found that customer satisfaction had an effect on relationship intention through the mediation of word of mouth intention indirectly as well as directly. According to those results, marketing managers should develop different service strategies.