• 유통과학연구
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• 제20권9호
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• pp.61-71
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• 2022

Purpose: This study analyzes the effects of variables affecting e-satisfaction and e-loyalty in e-commerce. Research design, data, and methodology: A survey was conducted to 384 Indonesia online shopping mobile application users. The questionnaire construct was designed based on several independent variables, such as application attractiveness, application functionality, and customer service on e-satisfaction and e-loyalty. E-satisfaction was positioned as an intervening variable to determine the effect on e-loyalty. Results: Application attractiveness, application functionality, and customer service shown positive effect on e-satisfaction in online shopping mobile application. At the same time, e-satisfaction also affected e-loyalty significantly as referred in previous studies. However, application attractiveness, while showed positive effect on e-satisfaction, in contrary with previous study does not showed very significant effect. Conclusion: Application functionality significantly influences users satisfaction compared to application attractiveness. E-satisfaction mediates as a factor between visual design, information access, and transaction in online shopping mobile application, which stimulates user loyalty. The study findings' can be a reference for companies to create and maintain users' satisfaction and loyalty via different aspects of mobile application. Further research should be conducted on other field of study as the industry has different aspects that affects user loyalty.

• The Journal of Asian Finance, Economics and Business
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• 제9권6호
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• pp.287-295
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• 2022

With the dramatic increase in mobile usage, more and more businesses see the potential of m-commerce. This study focuses on a subcategory of m-commerce, a mobile shopping application. To understand the purchase intention via m-commerce applications, this study is aimed to identify the main factors that are related to the applications and explore the influence of these factors on consumers' mobile shopping intention. This study uses quantitative research methods and selects Vietnam as its case study. The survey responses of 450 Vietnamese mobile shoppers were analyzed using partial least squares structural equation modeling (PLS-SEM). The results indicated that online reviews, e-service quality, and information quality are significant predictors of behavior intention, and perceived risk negatively influences consumer online purchase intention via the applications. The content enriches the combined research of detailed and possible models with quality dimensions and risk perception. Practitioners such as e-retailers and developers can enhance the quality of applications and determine strategies to reach potential users and maximize revenue. M-commerce providers should pay adequate attention to credible and influential online reviews since mobile shoppers heavily rely on reading reviews before buying a product.

• 한국정보시스템학회지:정보시스템연구
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• 제25권3호
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• pp.31-60
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• 2016

Purpose In 2016, the market size of mobile(m-) shopping goes beyeond more than half of a total of online shopping. People use smartphones as the main device for m-commerce. Under the circmustances, this study attempts to address why people prefer to use smartphone-based m-commerce. In other words, it is necessary to understand the main value that smartphone-based m-commerce creates. Drawing on the studies of consumption value, this study focuses on utilitarian value in predicting customers' continuance intention in the context of smartphone-based m-commerce, recognizing that utilitarian value is a key extrinsic motivation in the goal-oriented, performance-oriented shopping contexts. Furthermore, this study identifies factors affecting customers' utilitarian value from the perspective of benefits and costs, following the notion that it represents the result of evaluating a trade-off of benefits and costs caused by smartphone-based m commerce. More specifically, in this study, ubiquitous service, location-based service (LBS), transaction speed, and price utility belong to the benefit dimension, whereas technology anxiety and cognitive effort belong to the cost dimension. Design/methodology/approach To test the proposed hypotheses, the study conducted partial least squares (PLS) analysis with a total of 294 data collected on users with experience in smartphone-based m-commerce. Findings The results show that first, utilitarian value is increased by the benefits, such as ubiquitous service, transaction speed, and price utility. However, LBS has no direct effect on utilitarian value. Second, the noteworthy finding is that ubiquitous service and LBS greatly increase transaction speed. Third, technology anxiety and cognitive effort considered as the cost dimension are negatively associated with utilitarian value but their impacts on it are non-significant. Finally, the results support the argument that utilitarian value is a determinant of continuance intention. Overall, the findings imply that utilitarian value greatly depends on the peception on benefits rather than the aspect of cost in smartphone-based m-commerce. Overall, the findings offer new insight into the studies of m-commerce by considering and verifying the impacts of its benefits and costs simultaneously.

• 한국경영과학회:학술대회논문집
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• 한국경영과학회 2000년도 추계학술대회 및 정기총회
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• pp.185-188
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• 2000

Dongdaemoon clothes market can make traditional commerce to improve problems which happen to traditional commerce and satisfy between customers and salers through combination among Electronic Commerce which is growing up in 21 centuries place innovation This thesis is focusing on suggesting strategies which practice to let Dongdaemoon clothes market customers and wholesalers, retailers to use Electronic Commerce as strategic skills by analyzing core successful factors for adopting Electronic Commerce in Dongdaemoon clothes market. Adopting Electronic Commerce in Dongdaemoon clothes market when the customer make a reservation and the salers provide the customer with discounting service, the customer was willing to but it. Internet service categories which affect customer's satisfaction are providing lots of product information. This thesis shows providing information made the customer to increase customers's satisfaction degree and buying intention. Also convenience of product research, and reliability in transaction process can enable the customer to increase transaction reliability. These factors are very important in Electronic Commerce. In addition, factors which show customer's suggestion and inconvenience by using best seller information and discounting service board when they buy some items in Dongdaemoon clothes market affect the customer satisfaction degree and satisfaction degree of providing information. However, this thesis is analyzed that reliability of transaction process doesn't affect all successful factors such as product quality, size, online payment system, price reliability.

• 통상정보연구
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• 제10권1호
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• pp.117-135
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• 2008

It may be claimed that generating revisit intention is very important task in online marketing environment. The purposes of this study were to investigate empirically the relationships among online experiential value, affect, trust and re-visit intention in Internet Shopping store. The results of this study suggest that the service experiential value and economic experiential value significantly have influence on trust and affect. But playfulness experiential and aesthetic experiential values had not effect trust. And trust and affect factors significantly influenced intention of re-visit. Based on major findings of this study, both academic and practical issues were discussed and suggestions in this paper.

• 통상정보연구
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• 제10권1호
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• pp.279-293
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• 2008

The number of participants in an online dispute resolution(ODR) system is crucial to its survival. Securing participation is nonetheless difficult. Clearly, it is important to offer a system that is fair, transparent and offers an efficient service at low cost. These factors are fundamental to ensure trust and to build a returning customer base to the system, but are not what attracts a party to submit a dispute for settlement. This paper describes and discusses four main categories of legal measures found in the online dispute resolution services offered by SquareTrade and WIPO. In spite of shortcomings in the offered, the legal measures have contributed to attract large numbers of participants. Large participation secures the long-term economic viability of an online dispute resolution system. The four categories of legal measures described and discussed in this paper need to be part of the specifications and the design and development of future ODR system.

• 무역학회지
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• 제47권2호
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• pp.155-174
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• 2022

This study aims to analyze the effect of service quality on e-commerce utilization performance in B2B market. Measurement factors derived from the survey were examined, and whether they had a positive effect on the performance of e-commerce utilizing was examined. The survey period was conducted on the Likert-5 score scale for about four months from November 2021 to February 2022, and 2,200 copies were distributed online and offline, and a total of 268 copies were used for empirical analysis. The moderating effect of the research methodology was analyzed by using multiple regression analysis and PROCESS MACRO. Three factors of service quality were secured and the influence relationship on e-commerce utilization performance was derived. Study results were as follows. First, interaction, logistics and economics have a positive effect on the level of e-commerce utilization. It means SMEs can increase the level of use of e-commerce as they produce and deliver goods with high economic contribution from the perspective of foreign companies, accuracy of goods transportation services, and purchasing companies. Second, It was confirmed that the effect of service quality on the utilization performance of e-commerce varies depending on the degree of corporate image. Therefore, it will be important to plan a management strategy first to improve service quality in order to increase e-commerce activities.

• 산업융합연구
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• 제22권1호
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• pp.33-40
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• 2024

본 연구는 서비스품질이 서비스실패와 충성도에 미치는 영향을 살펴보기 위한 연구로 부산지역 20대와 30대를 중심으로 온라인과 오프라인을 통한 설문 조사를 진행하였다. 설문지는 총 300부의 회수하여 불성실한 응답을 한 설문지를 제외하고 247부의 설문지를 통해 분석을 실시하였다. 구체적인 내용은 다음과 같다. 첫 번째, 서비스품질은 라이브커머스 충성도(가설 1), 라이브커머스 서비스 실패(가설 2), 라이브커머스 플랫폼 이용업체 서비스 실패(가설 3), 라이브커머스 플랫폼 이용업체 재구매의도(가설 4)에 통계적으로 유의한 결과를 도출 하였다. 두 번째, 라이브커머스 업체의 서비스 실패는 라이브커머스 플랫폼 이용업체의 서비스 실패(가설 5)에 통계적으로 유의한 영향을 미치지만, 라이브커머스 충성도(가설 6), 라이브커머스 플랫폼 이용업체 재구매의도(가설 7)에는 통계적으로 유의하지 않는 것으로 나타났다. 라이브커머스 플랫폼 이용업체의 서비스 실패는 라이브커머스 업체의 충성도(가설 8)에는 통계적으로 유의하지 않지만, 라이브커머스 플랫폼 이용업체 재구매의도(가설 9)에는 통계적으로 유의한 결과를 나타냈다. 마지막으로 라이브커머스 플랫폼 이용업체의 재구매의도는 라이브커머스 충성도(가설 10)에 통계적으로 유의한 영향을 미치는 것으로 나타났다.

• Asia pacific journal of information systems
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• 제20권4호
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• pp.125-147
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• 2010

This paper Introduces an electronic auction service to be provided on Interactive TV (T-auction). This converged service is expected to much enhance the quality of the service to current online auction users through vivid visualization and live Interactive experience. Our study focuses on how the characteristics of the interactive TV-based shopping platform can affect users' attitudes towards the converged service. To develop our proposed research model, we extended the technology acceptance model and integrated it with a hedonic factor, or perceived enjoyment to reflect the dual characteristics of the converged system. We also adopted the variable of intermediary trust In the service as a critical mediating determinant for a successful commutations-mediated commerce. The research model was verified with an empirical study conducted on 970 Korean online auction users. Results show that both trust and perceived usefulness positively affect user adoption of the service. Trust had not only a direct effect on users' attitudes toward T-auction but also an indirect one by mediating the service quality, information quality, perceived enjoyment and ease of use. Meanwhile, the hedonic factor of T-auction contributes to increasing both the level of the intermediary's trust and its perceived usefulness. Users' enjoyment also was found to help form a positive attitude toward T-auction services. Theoretical and practical implications of this study for current e-auction service providers and potential t-auction service providers are also discussed.

• 디지털융복합연구
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• 제3권2호
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• pp.73-116
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• 2005

When people contact the government they can use a variety of channels. That is, they go in person to an office, use a telephone service, access information via the Internet, send a letter, or use a third party. Since the Australian Government first recognised the potential of online technology to improve service delivery in its 1997 Investing for Growth statement, it has articulated its policies and strategies for e-government in a number of papers. E-government involves government agencies delivering better programs and services online through the use of new information and communication technologies. The policy papers included Government Online-The Commonwealth's Strategy, launched in April 2000, and a new framework for e-government, Better Services. Better Government, launched in November 2002. Most recently, the Government released Australia's Strategic Framework for the Information Economy in July 2004. These papers outlined the broad directions and priorities for the future of e-government in Australia, and sought to maintain the momentum of agencies' actions under Government Online. One of its key objectives was for agencies to achieve greater efficiency in providing services and a return on their investments in ICT (Information and Communication Technology)-based service delivery. They also stated that investing in e-government should deliver tangible returns, whether they take the form of cost reductions, increased efficiency and productivity, or improved services to business and the broader community Implementation of the Government policy has led to considerable agency investment in ICT-based service delivery. However government policy also requires managers to ensure that program and service delivery is efficient and effective. Efficient and effective use of ICT has the potential to improve service delivery and to make financial savings. This paper outlines how people are using the channels to contact the government in Australia. It also examines the level of satisfaction they have with those services and their preferences and expectations. In addition, this paper aims at identifying the methods used by Australian Government to measure the efficiency and effectiveness of their delivery of services, and at assessing the adequacy of these methods.