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Understanding Internet Banking in China : Focused on Process Quality, Outcome Quality, Customer Satisfaction, Reuse and Word of Mouth

  • Kim, Kyoung-Hwan;Jin, Shi;Chang, Young-Il
    • Journal of Information Technology Applications and Management
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    • v.16 no.3
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    • pp.45-58
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    • 2009
  • This paper is an empirical study especially to understand recent Chinese internet banking users' behavior and intentions through the process quality, outcome quality, customer satisfaction, reuse and word of mouth on internet banking service. The results of this study are as follows. First, percieved process quality of internet banking service affects the outcome quality, and both quality have a direct relation to customer satisfaction. It is found that Chinese internet users perceive a difference between process quality and outcome quality of internet banking service. And the reuse of the internet banking is decided by customer satisfaction as well as the word of mouth of the internet banking. For successful internet banking business in China, internet marketers should recognize that the service quality consists of the process quality and the outcome quality, and they should organize a new campaign that takes this information into consideration. And considering the process quality effect, they should pay attention to service process as well as the direct merit of services.. And if an internet banking service properly meets customer demands, internet users would constantly use internet services and would share good experiences with their neighbors. Therefore the result of our study will be of working-level help for financial company in China.

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A Data-Mining Model to Support new Customer Acquisition for Internet Telephony(VoIP) (인터넷전화(VoIP)의 신규고객 유치를 지원하는 데이터마이닝 모델)

  • Ha, Sung-Ho;Yang, Jeong-Won;Song, Young-Mi
    • Journal of Information Technology Applications and Management
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    • v.17 no.2
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    • pp.133-154
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    • 2010
  • Recently, Internet Telephony has become increasingly popular in telecommunication industry. However, previous research on Internet Telephony has focused on analyzing specific Internet Telephonysolutions, identifyingthe Internet Telephony movement itself. The research on prediction models about Internet Telephony adoption has been minimal. The main propose of this study is to develop models for predicting transition intention from using traditional telephones to using Internet Telephony. To do so, this study uses data mining methods to analyze demands in the IT communications market and to provide management strategies for Internet telephony providers. Especially this study uses discriminant analysis, logistic regression, classification tree, and neural nets to develop those prediction models toward Internet Telephony adoption. The models are compared with each other and a superior model is chosen.

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An Effect of Website quality on Service Value and Customer Satisfaction in the Internet Banking (인터넷뱅킹에서 웹사이트 품질이 서비스가치와 고객만족에 미치는 영향)

  • Jo, Cheol-Ho;Park, Jeong-Won;Kim, Jong-Won
    • Proceedings of the Korean Society for Quality Management Conference
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    • 2006.04a
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    • pp.216-223
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    • 2006
  • An Effect of Website quality on Service Value and Customer Satisfaction in the Internet Banking Internet Banking is very popular in Korea these days. More than 25million are using Internet Banking. This study is to find Quality Factors for Internet Banking Services and relationship among Internet Banking Service Value, Customer Satisfaction and Reuse. In this study we found that Service Value is prior to Customer Satisfaction. And also, Service Value and Customer Satisfaction affect customers reuse respectively. This study also found that 7 factors compose Internet Banking Service Quality. They are Convenience Security, Informal ion Providing, Communication, Design, System Correcteness. Convenience, Informal ion Providing, Communication and Design affect Internet Banking Service Value. System, Correcteness and Convenience affect Customer Satisfaction. So we learened that Internet Banking Customers discriminate Service Value from Satisfaction.

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The Analysis of the Internet Use Behavior Among Adolescents (서울시 일부 청소년의 인터넷 중독수준 실태)

  • Jeong, In-Sun;Moon, In-Ok
    • The Journal of Korean Society for School & Community Health Education
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    • v.5
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    • pp.11-23
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    • 2004
  • The purpose of this study was to analyze the internet usage patterns among adolescents and to provide basic data for the development of internet addiction prevention program. The subjects of this study were 1169 students in middle and high school students in Seoul, Korea. Self-administered questionnaires were employed and data were analysed by SPSS 12.0. Major conclusions were as follows: 1. Most of the students were found to be the normal internet users. On the other hand, potential risk group was 8.2% and high risk group was 4.7%. Every students have had an experience of inter use. The 90.6% of the students' households had internet links. The percentage of students who were using internet more than 3 hours a day was 25.7%, and The most popular type of website was entertainment. 2. Male students showed greater percentages of potential risk and high risk group than female students. The students having parents in divorce, remarriage and separation were more likely to be in potential risk group than those having normal parents. The staying alone in home after school and small sleeping time were positively related to high level of internet addiction. 3. The characteristics of the students in potential risk and high risk group were longer duration of the internet use, internet use through the whole week, frequent internet use late at night, frequent use of pornographic site, main purpose of internet use for entertainment and shortage of rest during internet use. This study results had an limitation of generalizing to entire Korean adolescents because the sample of this study was middle and high school students living in Seoul. Future study was needed for the analysis of internet use behavior of the entire Korean adolescents, and for the identification of the accurate predictors for adolescents' internet addiction.

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An Empirical Research on Important Factors of Mobile Internet Usage (모바일 인터넷의 사용에 영향을 미치는 중요 요인에 대한 실증적 연구)

  • Kim, Ho-Young;Kim, Jin-Woo
    • Asia pacific journal of information systems
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    • v.12 no.3
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    • pp.89-113
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    • 2002
  • As Mobile Internet users grow rapidly, Mobile Internet Companies will be in a fierce race to catch a new customer. In this situation, companies want to identify of what factors make peoples use Mobile Internet in order to develop the effective Mobile Internet services and to supply the higher service quality. However, prior researches on Mobile Internet focused on technical area such as higher data delivery, efficient compression of images, so they do not have given companies beneficial materials for making fascinating Mobile Internet service. To offer the service development materials, this research investigated important factors to use Mobile Internet from the viewpoint of customer. Moreover, the study was progressed how much these factors influenced Mobile Internet actual usage. After being surveyed service adopting model and significant factors in Marketing and in MIS(Management Information System), this study was suggested Mobile Internet Adopting Model reflected in Mobile Internet characteristics. To collect the effective data, Internet survey had been done for two weeks. The respondents were identified if they were real Mobile Internet users and how much they had used Mobile Internet for a month. The results were that important factors of Mobile Internet usage were Usefulness, Usability, System Quality and Instant Connectivity. Perceived Value of Mobile Internet influenced Mobile Internet Behavioral Intention significantly and Behavioral Intention had a significant effect on Mobile Intent usage by results. This paper concludes with discussion of these results and their implications for researcher and Mobile Internet company managers.

The Analysis of Internet Usage for Nutritional Information by Junior and High School Students in Seoul (서울 시내 중.고등학생의 인터넷 영양정보관련 실태분석)

  • 김혜영;양일선;이해영;강여화
    • Journal of Nutrition and Health
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    • v.36 no.9
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    • pp.960-965
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    • 2003
  • For the purpose of developing 'internet nutritional education program', this study analyzed the actual states of internet nutritional information of middle/high school students. Survey questionnaires were distributed from October 21, 2002 to October 26,2002 to a total of 564 students at three junior high schools and five senior high schools located in Seoul. The total number of questionnaires collected and used in our study was 479, which is 84.9% of the total questionnaires distributed. According to the survey results, we found significant difference in the nutritional information source between middle and high school students (p < 0.05) , and two groups responded that effective nutrition information material is 'electronic materials'. Most of the respondents connected with internet more than 1 times per day, but a large number of students were not experienced in using nutrition information of the internet. All groups were using nutrition information of the internet for homework, and satisfaction level of using nutrition information of the internet were an average. Effective methods for acquiring nutrition information of internet were 'educational game' for middle school students and 'bulletin board (Q & A)'for high school students. Moreover the factor analysis for internet nutritional information program's characteristics showed that 'instructing plans','contents of study & technical support','availability'and'interaction'were important considerations for developing internet nutritional information program. We found out through our analysis that was a strong need for a more practical and effective internet nutritional education program for middle and high school students.

The Effect of Parenting Attitudes on Writing Vicious Internet Replies and the Viewing of Internet Pornography: With a Focus on Gender Differences (부모양육태도가 청소년의 악성댓글작성과 음란사이트열람에 미치는 영향: 성별차이를 중심으로)

  • Park, Na Rae;Oh, Su Kyung;Jin, Mi Seon;Baek, Su Jeong;Chung, Ick-Joong
    • Korean Journal of Child Studies
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    • v.36 no.2
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    • pp.39-54
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    • 2015
  • The purpose of this study was to examine the impact of parenting attitudes on writing vicious internet replies and the viewing of internet pornography. This study utilized logistic and multiple regression analyses of the 5th wave(2nd grade in middle school) data from the Korean Youth Panel Study(KYPS), as administered by the National Youth Policy Institute. The results of this study can be summarized as follows: First, parenting attitudes were found to decrease the writing of vicious internet replies and the viewing of internet pornography. Second, there was a significant gender difference in the effect of parenting attitudes. As for male adolescents, parental monitoring was more important in the decrease in writing vicious internet replies and the viewing of internet pornography than parental attachment. In contrast, for female adolescents, parental attachment was more important in decreasing the viewing of internet pornography than parental monitoring. On the basis of these results, several implications for youth welfare practice and policy were suggested.

A comparative study on the mobile vs. stationary internet as a survey tool (유.무선 인터넷 설문조사의 비교연구)

  • 김제은;김진우
    • Korean Management Science Review
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    • v.20 no.1
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    • pp.37-49
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    • 2003
  • There is an increasing need to use mobile Internet as a research tool as wireless technology has been developing rapidly. However, little research has been conducted to confirm methodological validity of mobile Internet survey. This study examines the possibility of using mobile Internet as a survey tool by comparing survey results of mobile and stationary Internet surveys with the same questionnaire. The results were analyzed from both economic and theoretical perspectives. Both mobile and stationary Internet survey sites were implemented with supports from domestic mobile and stationary Internet portals and telecommunication companies. The results show that there exist several differences between two survey methods. First, many respondents who use mobile Internet gave up at the early stage. However, once people continued to respond, they answered the questions to the end. Second, means and standard deviations of mobile internet respondents were higher than that of stationary Internet. Third, the results of two survey methods were significantly different by comparing construct validity that includes both discriminant validity and convergent validity. Finally, this paper ends with implications and limitations of using mobile Internet as a survey tool.

An Effect of Internet Usage on the Awareness of Utility and Negativeness -Focusing on the On-Line Panel of Married Men and Women- (인터넷 활용이 효용성 인지 및 부정적 인지에 미치는 영향 -온라인 조사업체 패널의 기혼자 집단을 중심으로-)

  • 차성란
    • Journal of the Korean Home Economics Association
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    • v.42 no.5
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    • pp.107-126
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    • 2004
  • As the information society matures, an analysis on possible outputs of internet usage is needed. Thus, this study was peformed in order to understand the utility cognition and negative outputs of internet users. The method used in this study was a web-based questionnaire that was administered to the internet users. Five hundred married men and women were analyzed with a factor and a multiple regression analysis. Results were as follows: First, many kinds of internet usages - information searching, internet shopping, electronic mail, instant messaging, and decision-making dependent on internet information - were differentiated with age. Second, the altitude about the internet was an important explanatory variable in the types of internet usage. Third, negative outputs of internet usage were great in terms of information resource management and unbalanced scheduling in daily time spent. Fourth, utility cognition was affected by qualitative elements on internet usage more than the quantitative ones.

Antecedents to Internet Privacy Concern and Their Effect on Perceived Trust for the Internet Transaction (온라인 거래에서 프라이버시 염려의 선행요인과 프라이버시 염려, 신뢰간의 관계에 관한 연구)

  • Choi, Hyuk-Ra;Shin, Jeong-Shin
    • The Journal of Information Systems
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    • v.16 no.3
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    • pp.21-44
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    • 2007
  • Internet privacy is named as one of the major barriers to the expansion and further development of e-commerce. This study is to identify the antecedents to Internet privacy concerns, to investigate the relationship of the antecedents and the perceived trust and to validate Internet privacy's effect on the perceived trust. A conceptual model which identifies Internet literacy and perceived vulnerability as antecedents to Internet privacy concern is proposed and tested based on the sample of 276 Internet users. Empirical findings show that Internet literacy affect Internet privacy concern negatively while perceived vulnerability affect positively. Also perceived vulnerability's effect on and privacy concern's effect on perceived trust has both directional negative support. Implications and further research agenda are provided with the limitation of the study.

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