• Asia pacific journal of information systems
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• v.25 no.3
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• pp.473-499
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• 2015

The limited literature on Open Source Software (OSS) customers' adoption does not provide explanations on how OSS services are adopted by customers in the presence of functionally superior commercially licensed software (CLS). This paper aims to uncover the process that shapes customer satisfaction of OSS services in comparison to CLS. Expectation Disconfirmation Theory (EDT) is adapted and integrated with pre implementation factor model that influences software customers' expectations including cost, reputation, and experience. The constructed research model is empirically validated using a field survey of OSS and CLS database management system (DBMS) customers in Korea. The theoretical contribution of the paper lies on the application of EDT to explain the wide adoption of OSS DBMS services in the presence of functionally superior CLS DBMSs. Furthermore, this paper integrates EDT with pre-implementation factors for customers' expectations, which has been considered a limitation of the theory. Among the practical contributions, this study draws attention to the substantive differences between OSS and CLS customers' expectations. Additionally, it offers initial explanations for the differences in customer behavior for OSS and CLS and the way that customers' expectations and actual performance are mingled together to form customer satisfaction.

• Korean Management Science Review
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• v.23 no.3
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• pp.27-39
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• 2006

Designing mobile Interfaces is fundamentally different from designing online interfaces. Not only are there differences in underlying technologies, but also in the way people use mobile Interfaces. If these differences are not taken into account in designing mobile interfaces, mobile services are likely to fail. If mobile services do not deliver what people want, these services will fail no matter how excellent the underlying technology is. The user interface design commonly used in mobile services is based on multi-layered approach, which is not very user-friendly. A well designed single layered user Interface will be more user friendly than the conventional one and it will be having edge over others. However, it is quite difficult to Provide a single layered user Interface in a small screen. This study aims at examining how design attributes of mobile interfaces affect customer preferences. In order to explore customer preferences to each design attribute of mobile interfaces, we measure and analyze customer's WTP (Willingness To Pay) toward their different interface designs. Ultimately, throughout the study, we try to answer how to design mobile interfaces in small screen of mobile devices. In addition, we propose an optimal design solution that customers likely prefer.

• The Journal of Asian Finance, Economics and Business
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• v.9 no.6
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• pp.373-380
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• 2022

Today, customer satisfaction is the most important issue for Vietnamese banks. There are numerous factors that influence bank customers' satisfaction. The study investigates the factors that influence customer satisfaction with deposit services at the Vietnam Bank for Agriculture and Rural Development (Agribank) in Bac Giang province, Vietnam, and analyses the impact of each component. The authors used 5-point Likert scales to assess whether elements were related to the factors determining consumer satisfaction with Agribank's deposit service. To perform this study, exploratory factor analysis (EFA) and multiple regression were used to find factors determining customer satisfaction with Agribank services. Customers that use deposit services at Agribank in Bac Giang province, Vietnam, provided samples of 300 survey questionnaires for this study. SPSS software is used to examine the data. Customers' satisfaction with Agribank's deposit service is influenced by six factors, including reliability, responsiveness, service capabilities, empathy, tangible means, and service price, according to the study. This finding also offers some recommendations for improving service quality in local Vietnamese banks to gain a competitive advantage.

• The Journal of the Korea Contents Association
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• v.12 no.9
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• pp.293-310
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• 2012

The purpose of this paper is to explain and identify how services offer-related characteristics of services providers such as service competence, reliability, and responsiveness have an effect on cognitive trust and customization characteristics of services providers has influences on affective trust. And it is to explain and identify how cognitive trust has an effects on affective trust and loyalty, and how affective trust has influence on loyalty in services setting such as apparel services of search attribute, hair services of experience attribute, and dental services of credence attribute. A survey study was conducted to collect the data with consumers who have experience purchase or search on services in apparel services, hair services, and dental services. Analysis of structural equation modeling with AMOS 18 and SPSS win 19.0 was performed to test the research hypothesis. The results of the study are as follows: First, responsiveness characteristics of service providers has an effect on cognitive trust, which in turn influences on affective trust. But there was on effect on customer loyalty by cognitive trust and affective trust in apparel service setting. Second, service competence characteristics and reliability characteristics of service providers have effect on cognitive trust, and customization characteristics of service providers has influences on affective trust, and then both of them, in turn, was effect on customer loyalty in hair service setting. Third, reliability characteristics of service providers has effects on cognitive trust and customization characteristics of service providers has influences on affective trust, and then cognitive trust has effects on customer loyalty, but there was no effects on affective trust by customer loyalty.

• The Journal of Industrial Distribution & Business
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• v.9 no.12
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• pp.31-43
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• 2018

Purpose - Smartphone shopping malls provide customers with a variety of tangible and intangible services including web sites, web design, use convenience, information for products and shopping and various after services. Accordingly, it is needed to expand and classify service qualities based on the various services provided by smartphone shopping malls, and then analyze path structures of smartphone shopping malls' qualities → customer satisfaction → behavioral intention. The purpose of this study is to categorize the qualities of smartphone shopping mall users based on the e-SERVQUAL by Lee(2002) and the SERVQUAL by Parasuraman et al.(1988, 2005), the smartphone shopping malls' service qualities based on service quality of smartphone shopping malls used in the previous use studies, and the Website quality factors of service industry and to analyze path structure of smartphone shopping mall's qualities → customer satisfaction → behavioral intention on college students in order to confirm the system of smartphone shopping malls' qualities. Research design, data, and methodology - This study's survey was carried out on the college students of university located in northeastern of Seoul. It was from December 7 - 15, 2017, and a total of 240 questionnaires were distributed, with 228 collected. Of them, effective questionnaires used in the final study were a total of 201 except 27 that couldn't be used. In this study, empirical analysis was done with factor analysis, correlation analysis, multiple regression analysis, simple multiple regression analysis and moderating regression analysis by using Statistics Package SPSS18.0. Results - The study results are as follows: First, smartphone shopping malls' qualities were classified into six categories like customer system quality, Web design quality, convenience quality, information-offering quality, service quality, and product quality. Second, it showed that system quality, Web design quality, and information-offering quality had a positive impact on customer satisfaction, respectively. Third, it suggested that quality factors of smartphone shopping mall users had a positive impact on customer satisfaction in the order of quality, information-offering quality, system quality and Web design quality. Finally, it showed that customer service quality, product quality, and convenience quality did not have a positive impact on customer satisfaction. In addition, it said that customer satisfaction of smartphone shopping mall users had a positive impact on behavioral intention and thereby, the higher the customer satisfaction was, the higher the relations between reuse intention and recommendation intention were. Meanwhile, moderating regression analysis showed that trust did not have moderating effect in the relations between customer satisfaction and behavioral intention. The above study revealed that smartphone shopping malls' qualities were classified into six categories and it was possible to generalize after empirical analysis was made in the path structure. Conclusions - Smartphone shopping mall users consider usefulness of obtaining shopping information and quality on quick and abundant shopping information more important than access environment of smartphone shopping malls and kind services of smartphone shopping mall managers. Thereby, smartphone shopping mall marketers need to take service qualities like system quality and information-offering quality into more consideration.

• International Journal of Human Ecology
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• v.15 no.1
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• pp.51-63
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• 2014

Services for self-designing, or adaptive customization services, have become dominant in virtual marketplaces and are believed to create additional values both for the company as well as for the customer. While most research focused on the value from the services' outputs, this research attempts to address the customer-perceived value deriving from the process of the services, and focuses on the self-fulfillment effect of the involved mental processing. An online survey was administered with 313 U.S. shoppers. In the results, participants using adaptive customization services reported higher self-fulfillment perceptions, than did those not using the services. Furthermore, both the self-fulfillment perceptions (i.e., autonomy and competence) significantly increased perceived design utility. The results suggest that the process of adaptive customization services should be strategically managed to improve the customers' positive mental states that subsequently improve the perceived value of the output designs. Implications and suggestions for future studies are dsicussed.

• Korea Journal of Hospital Management
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• v.17 no.2
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• pp.52-72
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• 2012

In this study, we examined the effect of customer satisfaction and switching cost on continuous use intention to suggest how organizations can retain their customers when market growth slows down and competition becomes stronger. We carefully developed and modified survey instruments through a pre-test, and subsequently surveyed 432 dental care users in Seoul and Busan areas. As a result of regression analysis, higher procedural learning switching cost, relational switching cost, and customer satisfaction were manifested in the increased continuous use intention. In contrast, higher financial switching cost and customer satisfaction with insufficient effort for information acquisition led to decreased switching intention. In addition, procedural initial switching cost and residents in Seoul led to increased switching intention. Understanding continuous use intention and switching intention is important for healthcare institutions striving to maintain market position. The findings of this study suggest a paradigm shift from conventional transactional marketing to strategic relational marketing to be effective in the healthcare environment today.

• Journal of Information Technology Applications and Management
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• v.11 no.4
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• pp.181-208
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• 2004

By the developing of Internet. the environments of the company have rapidly been changed. Especially. managers in the Internet shoppingmall have been try to provide excellent e-Services to their customers. e-Service i~ defined comprised of all interactive services that are delivered on the Internet uSing advanced telecommunications. information, and multimedia technologies. but according to study of e-Satisfy. com［2000］. customer service through internet is still neither effective nor efficient and poor service will impact on company's profit but excellent service can improve their value and quality of the service or product. In order to customer-oriented e-Services. this study suggested the QFD linked with e-Service quality model for the Internet shoppingmall service system. which can help determine design characteristics being relevant to customer's e-Service quality requirements. this hybrid model have two stages. In the first stage. we do measure service quality and find priorities of service quality attribute by purchase process. and in the second stage. on the basis of priority of e-Service quality attributes, we find design characteristics to maximize customer satisfaction. From this study, we provide internet shoppingmall managers with the implications for improvement of service quality, measuring quality of e-service, providing design characteristics for customer-oriented service quality.

• Journal of Distribution Science
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• v.19 no.1
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• pp.5-15
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• 2021

Purpose: This study explores the types of relational benefits that generate loyalty to room-sharing services among Chinese customers based on the relationship marketing literature. The study also examines the moderating effect of alternative attractiveness on this relationship. Research design, data and methodology: Based on research hypotheses, questionnaires with items measuring the proposed constructs in three dimensions, including relational benefits, alternative attractiveness, and customer loyalty, were designed to test the hypotheses. Data were collected via an online questionnaire of 220 room-sharing service customers in China. Results: Results verify the effects of relational benefits on customers' loyalty to room-sharing services and the mediating effect of alternative attractiveness. More specifically, confidence, social, and safety benefits positively affect customer loyalty to room-sharing services, and alternative attractiveness moderates only the effect of social benefits. Conclusions: The results suggest that room-sharing service providers should concentrate on providing confidence, social, and safety benefits to maintain long-term relationships with customers. This study also provides practical implication for building relationships between channel members in service distribution channels. The study concludes that without customer relationships marketing for managing collaborative and social communication channels, the entire distribution channel might lose out eventually.

• Journal of the Korean Dietetic Association
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• v.9 no.3
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• pp.177-184
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• 2003

In order to obtain baseline data for quality improvement of the catering services, a survey was carried out to investigate the consumer use and satisfaction with catering services. Subjects were 171 women who had used catering services within a year previously, and were replied to a questionnaire. The results were as follows: With respect to the use of the catering service, most reasons for using the catering service were no time and no cooking skills, and most events using catering services were the first birthday party and 100th day party for baby. The preferred meal cost was 8,000-10,000 won per person. With respect to customer satisfaction, over 60% of the people were satisfied with catering service which they had used ; they were satisfied with service quality and quantity of the dishes provided whereas they showed a little bit dissatisfaction in desserts and seasonal foods. It is recommended that supplying of sufficient desserts, and development of new and various menus according to seasons should be required to improve the consumer satisfaction with catering services.