• Journal of the Korean Society for Library and Information Science
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• v.41 no.3
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• pp.55-79
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• 2007

In this study the need for new service qualify assessment scale is investigated to cope with the paradigm change in library information service and the dimension and model for e-service quality assessment applicable to a digital library are developed. In order to verify newly proposed dimension and model for e-service qualify assessment, the dimension which is developed by employing data collected from NDSL(National Digital Science Library) and its factor are analyzed and casuality analysis between independent and dependent variables is executed based on the proposed e-service qualify model We also analyze the gap between customer's ideal expectation and perception and, finally investigate what is the most important dimension among e-service quality in the digital library from the customer's point of view.

• Journal of Digital Convergence
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• v.20 no.5
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• pp.77-84
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• 2022

The purpose of this study is to confirm the influence of E-service quality of fresh product quality, logistics quality, and website quality on customer satisfaction and repurchase intentions. For the analysis, we used SPSS 23.0 to perform multiple regression analysis with 284 people who have purchased fresh food from China E-Services. The research results show that the better the E-service quality, the more positive (+) impact it has on customer satisfaction. In the relationship between E-service quality and purchase intention, customer satisfaction has a media effect. Through the analysis of the results, in order to improve customer satisfaction, it is necessary to focus on the quality of fresh food, provide excellent logistics, and allow customers to use convenient websites. This study only studies the general environment of E-services in the fresh food market, and will recommend specific implementation for one company in the future.

• The Journal of the Korea Contents Association
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• v.14 no.7
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• pp.559-570
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• 2014

The purpose of this study is to derive the suggestion of satisfaction of e-book services on the basis of the recent literature on quality assessment for e-service which have been mainly studied on library realm. For this purpose, This study added post-management service which is applicable to measure satisfaction of e-book services based on E-S-Qual and Libqual. We expand our scope of service to using of e-book content and services for individual customers, and analyzed the relationship between satisfaction with the system, the content, the after-sale service. On this foundation, existing e-book service companies can offer their services more efficiently, thereby making the e-book content more diverse, along with developing specialized e-book service to increasing their customer's satisfaction. In addition, the latest and diversity is important as well. Moreover, performing rapid post-management services after the sale of the product or service, can be important variables for customer satisfaction. Therefore, not only the system and content, providing required level post-management services by customers can satisfy the existing customers and create new customers.

• Journal of Korea Society of Industrial Information Systems
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• v.12 no.5
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• pp.146-162
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• 2007

The purpose of this study was to investigate the nature of relationship among service quality, customer satisfaction and e-loyalty in e-learning site. In order to achieve the study purpose, survey method was applied. As a result, it was revealed that service quality had significant effects on customer satisfaction in e-learning site. The influential factors of service quality on customer satisfaction included convenience of use, personalization, tangibles, responsiveness, and reliability in e-learning site. In addition, service quality had significant effects on e-loyalty as well.

• Journal of the Korean Society for Library and Information Science
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• v.41 no.2
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• pp.135-159
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• 2007

The purpose of this study is to analyze the casual relationships of the service qualify, the satisfaction of the users, and the loyalty of the users on the academic libraries. The study develops a model and a hypothesis based on the previous researches, and testifies through multiple regressions and path analysis using questionnaires from 266 academic library users(undergraduate students and graduate students) in the C University. The result of this study is summarized as the following: the service qualifies of e-service, contents, and librarians significantly influences the satisfaction of the users-undergraduate students on the qualifies of library space/environment and contents, and graduate students on the qualities of e-service and librarian. The satisfaction of the users and the quality of e-service are the variables that influence the loyalty of the users. The quality of e-service is an important variable that influence both the satisfaction and the loyalty of the users in academic libraries.

• Proceedings of the Korea Association of Information Systems Conference
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• 2005.12a
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• pp.296-304
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• 2005

본 연구는 e-Learning 컨텐츠 품질과 서비스 품질 차원을 분류하고, 학습자 특성에 따른 e-Learning 성과와의 관계를 파악하는 것이다. 이에 기존 연구에 근거하여 e-Learning 컨텐츠 품질 차원을 교수설계, 내용성, 주의성으로 분류하고, 마케팅 분야의 정보 품질 모형 중에서 Parasuraman이 제시한 SERVQUAL 측정도구를 사용하여 e-Learning 서비스 품질 차원을 유형성, 신뢰성, 대응성, 확신성, 공감성으로 분류하였다. 이들 요인들이 e-Learning 성과(학습만족과 이용의도)에 어떤 영향을 미치는가를 실정적으로 검정하고자 한다. 이들 요인들 간의 매개적 역할을 하는 많은 요인들이 존재할 수 있다. 본 연구에서는 학습자의 경험적, 태도적, 행동적 특성과 자기효능감과 같은 학습자 특성의 매개 효과에 주목하고 한다.

• 한국정보통신설비학회:학술대회논문집
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• 2009.08a
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• pp.320-325
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• 2009

네트워크 서비스에 있어서 품질을 정확히 측정하고 품질지수를 도출하는 것은 매우 중요하다. 종래의 네트워크 서비스에 대한 품질지수는 QoS(Quality of Service)로서 많은 연구가 있어왔다. 하지만 QosS를 통한 사용자 품질지수는 실제 사용자의 서비스 만족도를 효과적으로 표현해 주지 못하였다. 그래서 본 연구에서는 QoE(Quality of Experience)라는 개념을 도입하여, 사용자가 실제로 느낀 서비스의 만족도를 도출하고자 하였다. 사용자의 서비스 만족도를 잘 표현해주는 QoE를 도출하기 위하여 본 연구에서는 QoE Framework를 제안한다. QoE Framework는 framework를 위해 동작하는 agent들로 구성된다. QoE Framework의 agent는 크게 서비스 제공자측과 서비스 사용자 측으로 나눌 수 있는데, 서비스 사용자 측의 agent는 서비스를 이용하다가 사용자가 서비스 불만족을 감지하였을 때, 서비스 제공자측 agent는 사용자측 agent로부터 받은 서비스 불만족에 대한 feedback으로부터 QoE도출 알고리즘을 사용하여 최적의 QoE를 도출하는 기능을 한다. 서비스 제공자측 agent의 QoE도출 알고리즘으로 GA(Genetic Algorithm)을 사용하여 최적의 값을 구하게 된다. QoE framework의 알고리즘에서는 불만족 feedbaek을 이루는 QoS 파라미터들간의 중요도와 관계를 도출하여, 주어진 서비스 개선 비용으로 최적의 QoE를 도출함으로써, 네트워크 서비스에 대한 사용자의 만족도를 최대로 높이는 결과를 도출하게 된다.

• Journal of Digital Convergence
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• v.11 no.6
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• pp.113-127
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• 2013

The open market are expanding service quality which was used as rating scale in the field of marketing. In accordance with open market, they convert it to e-service quality and use it. Udo et al.[6] suggested web service quality combining e-SEVQUAL[2] and extended Information Success Model[7]. This study suggests four influence factors of e-service quality in the open market; website privacy and security, web site contents, web site convenience, and images of the open market companies. The study conducted survey on 301 college students and life long education center students in Busan. The study found that all four influence factors have positive effects on the web service quality and ultimately web service quality has beneficial effects on the satisfaction in open market users' information system.

• Journal of Korean Library and Information Science Society
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• v.36 no.2
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• pp.93-120
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• 2005

The purpose of this study was to delve into literature of library service quality, including recent studies on the same theme, and to suggest what types of major issues there were and what should be studied in the future. Specifically, the concept and characteristics of service quality, service quality models, service determinants (outcome variable), user satisfaction and e-service were discussed. Articles on the quality of information service, like library-related LibQual, were examined, and it's attempted to make a comprehensive review of studies on service quality and to introduce major international studies on same issues. Finally, what future research efforts should focus on in each field was presented.

• The Journal of the Korea Contents Association
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• v.10 no.4
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• pp.45-54
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• 2010

In this paper, we propose a quality interworking control system to enhance user's quality satisfaction in NGN environment by controling QoS parameters related with QoE in network layer when service user's QoE using variance multimedia service is poor. The proposed system gathers QoS parameter information in network layer through control packet such as RTCP, and evaluates QoE of multimedia service using these QoS parameter information. Comparing the evaluated QoE with the measured QoE in application layer, QCS judges quality degradation, deduces related QoS parameters and decides relative importance of each parameter when QoE is lower than threshold value. QCS generates QoS control values which is based on routing and switching policy in service quality control system(SCS) and forwards them to SCS. Through this proposed system, service and network providers can provide multimedia services of enhanced quality to service users taking account of service characteristic and network performance.