• Journal of Korean Society of Industrial and Systems Engineering
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• v.37 no.4
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• pp.90-97
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• 2014

The mobile SNS is a promising e-service platform of the future. However, measuring its service quality is a challenge. An appropriate model for measuring service quality is required. This paper proposes e-service quality models for analyzing mobile SNS platform quality, based on previous service quality researches. An empirical study is performed on the proposed models. The results show that constructs of existing e-service models such as responsiveness and assurance do not fit the mobile SNS platform, and that loyalty and value are better measures for mobile service quality.

• Korean Management Science Review
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• v.28 no.1
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• pp.75-90
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• 2011

In B2B e-Commerce market, many companies used in B2B e-Commerce Guarantee Service. Guarantee service raised the stability of collect debts for seller, and made purchase fund for buyer. In 2001, The first year of implementation, B2B e-Commerce Guarantee Cost was just a 19 billion, but in 2008 was significantly increased a 3 trillion 982 billion. In previous studies, however, there was no research on performance management. This study focus on design of KPI weighting for measuring performance of B2B e-Commerce Guarantee Intermediary Service. Through analysis for 'B2B e-Commerce Guarantee Intermediary Service', the study selected KPI and made the KPI weighing. the process of designing a KPI weighting is 5 phase. This study suggests the standard of measuring performance and guidelines on the focus management of KPI in B2B e-Commerce Guarantee Service.

• Journal of the Korean Home Economics Association
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• v.43 no.3 s.205
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• pp.147-159
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• 2005

The purpose of this study was to analyze the effect of justice (distributive, interactional, and procedural) perception of e-service recovery in restaurant businesses on e-service recovery satisfaction, negative word of mouth, trust, and commitment. We designed a quasi-experimental study using eight different scenarios of justice application. One of the eight scenarios was distributed to each respondent to read, and the respondent then answered regarding feelings and subsequent action. Data analysis was based on 232 usable responses. The results imply that interactional justice is more important than other forms of justices in e-service recovery of restaurant businesses, indicating that restaurants must approve the service failure, make an apology to the customer, and maintain a courteous attitude at all times. In addison, the restaurant has to consider an e-service recovery program as a long-term strategy because the effect of e-service recovery in restaurant businesses grows slowly and takes time-consuming effort.

• The Journal of Information Systems
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• v.16 no.1
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• pp.201-230
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• 2007

Recently, the growth of e-Learning systems and its related information technology has presented a unique challenge for both schools and industry. It would make an extremely phenomenal paradigm shift in the educational method and practice. Methods of assessing the quality of e-teaming services and contents are critical issue in both practice and research. Moreover, many researchers are interested in what qualify factors more affect to the Performance of e-Learning service. Nevertheless, service quality is a construct that is difficult to define and measure. e-Learning services are composed of many factors, and they are more complicated than the traditional education services because they we performed on the distance basis and the many platforms of IT infrastructure. The purposes of our research are to classify the e-Learning service dimension and identify their factors, to develop the measurement of the factors, and finally to test empirically their relationship between the service factors and e-Learning service performance. For the development of the service factors we considered SERVQUAL model and SERVPERF model which were developed in the service marketing area. The SERVQUAL model was more fitted to the e-Learning services than the latter. From that we derived several factors that fit to our research domain, ie, tangibles, access, reliability, credibility, security, responsiveness, assurance, empathy. We combined three factors of them(reliability, credibility, security) into a factor, system stability for the semantic simplicity, and divided responsiveness factor into system operator responsiveness and teacher responsiveness as the entity based dimension classification. In the e-Learning services research, Most researcher are mentioned the quality factors of contents, so we added to two contents quality factors, ie, contents production method and richness of contents itself. We examined the relationship between the service quality factors and e-Learning performance(student satisfaction and service reuse intention). As result three quality factors(contents production method, teacher responsiveness, empathy) significantly affected student satisfaction. To the other performance variable, ie, service reuse intention, the teacher related quality factors(such as teacher responsiveness, assurance, empathy) affected only. In conclusion, even in the on-line distance teaming, the teacher's role md earnestness is as important as ever.

• 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 School Mathematics Society
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• v.20 no.4
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• pp.495-519
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• 2017

The purpose of this study is to analyze the concept of the real number e and to investigate the understanding of pre-service teachers about the real number e. 28 pre-service teachers were asked to take a test based on the various ideas of the real number e and 8 pre-service teachers were interviewed. The results of this study are as follows. First, a large number of pre-service teachers couldn't recognize relation between the formal definition and the representations of the real number e. Secondly, pre-service teachers judged appropriately for the irrationality and the construction impossibility of the real number e, but they couldn't provide reasonable evidence. Lastly, pre-service teachers understood the continuous compounding context and exponential function context of the real number e, but they had a difficulty in understanding the geometric context and natural logarithm context of the real number e.

• Journal of Industrial Technology
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• v.30 no.A
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• pp.45-47
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• 2010

In legacy e-learning web service, as deployed contents are changed, web services should be changed together. In addition, it can not coordinate and manage the various e-learning services recently emerged. In this paper, an e-learning platform based on Service-Oriented Architecture (SOA) is proposed to solve these problems. We design and implement an e-learning system based on Service abstraction layer concepts. The implemented system can provide the new e-learning services within short development periods.

• Journal of Global Scholars of Marketing Science
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• v.19 no.4
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• pp.57-63
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• 2009

With an exponential increase in electronic commerce (e-commerce), marketers are attempting to gain a competitive advantage by emphasizing service quality and post interaction service aspects, which leads to customer satisfaction or behavioral consequence. Particularly for apparel, service quality is one of the key determinants in encouraging customer e-loyalty, and hence the success of apparel retailing in the context of electronic commerce. Therefore, this study explores e-service quality (E-SERVQUAL) factors and their unique effects on e-loyalty for apparel online shopping based on Parasuraman et al' s (2005) framework. Specific objectives of this study are to identify underlying dimension of E-SERVQUAL, and analyze a structural model for examining the effect of E-SERVQUAL on e-loyalty for online apparel shopping. For the theoretical framework of service quality in the context of online shopping, literatures on traditional and electronic service quality factors were comparatively reviewed, and two aspects of core and recovery services were identified. This study hypothesized that E-SERVQUAL has an effect on e-loyalty; customer satisfaction has a positive effect on e-service loyalty for apparel online shopping; and customer satisfaction mediates in the effect of E-SERVQUAL on e-loyalty for apparel online shopping. A self-administered questionnaire was developed based on literatures. A total of 252 usable questionnaires were obtained from online consumers who had purchase experience with online shopping for apparel products and reside in standard metropolitan areas, in the United States. Factor analysis (e.g., exploratory, confirmatory) was conducted to assess the validity and reliability and the structural equation model including measurement and structural models was estimated via LISREL 8.8 program. Findings showed that the E-SERVQUAL of shopping websites for apparel consisted of five factors: Compensation, Fulfillment, Efficiency, System Availability, and Responsiveness. This supports Parasuraman (2005)'s E-S-QUAL encompassing two aspects of core service (e.g., fulfillment, efficiency, system availability) and recovery related service (e.g., compensation, responsiveness) in the context of apparel shopping online. In the structural equation model, there are five exogenous latent variables for e-SERVQUAL factors; and two endogenous latent variables (e.g., customer satisfaction, e-loyalty). For the measurement model, the factor loadings for each respective construct were statistically significant and were greater than .60 and internal consistency reliabilities ranged from .85 to .88. In the estimated structural model of the e-SERVEQUAL factors, the system availability was found to have direct and positive effect on e-loyalty, whereas efficiency had a negative effect on e-loyalty for apparel online shopping. However, fulfillment was not a significant predictor for explaining consequences of E-SERVQUAL for apparel online shopping. This finding implies that perceived service quality of system available was likely to increase customer satisfaction for apparel online shopping. However, it was not supported that e-loyalty was determined by service quality, because service quality has an indirect effect on e-loyalty (i.e., repurchase intention) by mediating effect of value or satisfaction in the context of online shopping for apparel. In addition, both compensation and responsiveness were found to have a significant impact on customer satisfaction, which influenced e-loyalty for apparel online shopping. Thus, there was significant indirect effect of compensation and responsiveness on e-loyalty. This suggests that the recovery-specific service factors play an important role in maximizing customer satisfaction levels and then maintaining customer loyalty to the online shopping site for apparel. The findings have both managerial and research implications. Fashion marketers can establish long-term relationship with their customers based on continuously measuring customer perceptions for recovery-related service quality, such as quick responses to problem and returns, and compensation for customers' problem after their purchases. In order to maintain e-loyalty, recovery services play an important role in the first choice websites for consumers to purchase clothing. Given that online consumers may shop anywhere, a marketing strategy for improving competitive advantages is to provide better service quality, maximize satisfaction, and turn to creating customers' e-loyalty for apparel online shopping. From a researcher's perspective, there are some limitations of this research that should be considered when interpreting its findings. For future research, findings provide a basis for the further study of this important topic along both theoretical and empirical dimensions. Based on the findings, more comprehensive models for predicting E-SERVQUAL's consequences can be developed and tested. For global fashion marketing, this study can expand to a cross-cultural approach into e-service quality for apparel by including multinational samples.

• 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.

• Electronics and Telecommunications Trends
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• v.17 no.4 s.76
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• pp.81-91
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• 2002

e-Market 플레이스에서 타 업체와 차별화하는 가장 중요한 전략적 수단으로 e-Service가 강조되고 있다. 본 고에서는 이러한 e-Business 환경변화와 맥을 같이하여, 서비스 마케팅의 기본 개념이라 할 수 있는 서비스 특성을 살펴보고, 이어 e-Service의 정의와 범위를 알아 본 후, 현재 제기되고 있는 e-Service 운영에 있어서의 몇 가지 전략 유형을 살펴봄으로써 향후 e-Service에 대한 활발한 논의가 이루어지는 단초를 제공하고자 한다.