• Journal of Digital Convergence
• /
• v.5 no.1
• /
• pp.141-157
• /
• 2007

Due to the development of Internet and networking technologies, it is much more easier to get in touch with public service through the web services such as tax, travel information, getting a job, etc. In order to measure the quality of official government web sites, we are to test the difference between the web quality of the government sites and the offline feature of the same official service by means of customer perspectives. The resulting of this study show that the quality of official web site has been improved so far though such areas as privacy, security needed to be updated. Especially the web interface or contact point of the digital media should be reflected customer's need so that the online materials may be quickly updated according to the request of client's.

• Journal of Distribution Science
• /
• v.19 no.10
• /
• pp.5-15
• /
• 2021

Purpose: This study aims to present individual motivation and channel characteristics affecting omnichannel service use, as well as the effect relationship of the brand factor on consumption value, service satisfaction, and continuous usability based on convenience store pickup service, one of online shopping customers' omnichannel use services. Primarily, this study divided consumption value into emotional value and functional value and examined the consumption value characteristics of omnichannel-based pickup service customers. Research design, data and methodology: A questionnaire survey was carried out targeting 324 consumers having the omnichannel-based pickup service user experience in online shopping in Korea. A confirmatory factor analysis and path analysis were carried out based on the structural equation to verify hypotheses. Results: According to the analysis result, individual motivation affected the emotional value, and the omnichannel characteristics affected functional value. The brand effect influenced both emotional and functional values. The emotional value affected continuous use intention, and the functional value affected service satisfaction. Conclusions: Therefore, consumers' emotional and functional values showed differences in consumption behavior. In online shopping companies' marketing strategy construction for omnichannel, it was confirmed that a differentiated approach is needed depending on the strategic goal of satisfaction improvement and continuous use intention consolidation.

• The Journal of Industrial Distribution & Business
• /
• v.9 no.7
• /
• pp.61-70
• /
• 2018

Purpose - The purpose of this research is reflected on the rapid development of online tourism industries. The study was to establish the strategy for Korean tourism enterprises to develop tourist commodities suitable for Chinese tourists and attract them to visit Korea by the empirical analysis of the relation between repurchase intention of tourists and its premise variables (e-service quality, perceived value and satisfaction). Research design, data, and methodology - This research carried out a questionnaire survey on Chinese tourists who visited Korea with experience of using the online travel agency web sites. A total 398 answers were recovered, 41 of them were excluded due to the dishonest answers and 357 of them were finally analyzed. The data was analyzed with IBM SPSS AMOS 22.0. Results - The research results show that in the online travel agency web site e-service quality, convenience, interactivity, information validity, credibility had a positive impacts on perceived value and satisfaction. The perceived value of online travel agency website users has positive impart on satisfaction and repurchase intention. Satisfaction of online travel agency web site users have positive impacts on repurchase intention. But safety has no impact on perceived value while positive impacts on satisfaction was affected. Conclusions - First, in the online travel agency web site e-service quality, safety has no impact on perceived value while it was shown to have positive impacts on satisfaction because the users of online travel agency web sites believe that the protection of personal information, the defense of cracker and the safeguard of payment security are the basic premises of website operation. Although safety does not have impacts on perceived value, users benefits will suffer damage when hacker intrusion and other accidents occur so that online travel agency web sites should not ignore the security concerns. Second, credibility is a major concern for online travel agency web site users. At this time, it is necessary for the web site to establish a system to display both the commodity information and the using experience published on the user's SNS, thus improving the credibility of the website information.

• Information Systems Review
• /
• v.20 no.2
• /
• pp.111-137
• /
• 2018

Considering the increase in health insurance benefits and the elderly population of the baby boomer generation, the amount consumed by health care in 2020 is expected to account for 20% of US GDP. As the healthcare industry develops, competition among the medical services of hospitals intensifies, and the need of hospitals to manage the quality of medical services increases. In addition, interest in online reviews of hospitals has increased as online reviews have become a tool to predict hospital quality. Consumers tend to refer to online reviews even when choosing healthcare service providers and after evaluating service quality online. This study aims to analyze the effect of sentiment score of healthcare service quality on hospital rating with Yelp hospital reviews. This study classifies large amount of text data collected online primarily into five service quality measurement indexes of SERVQUAL theory. The sentiment scores of reviews are then derived by SERVQUAL dimensions, and an econometric analysis is conducted to determine the sentiment score effects of the five service quality dimensions on hospital reviews. Results shed light on the means of managing online hospital reputation to benefit managers in the healthcare and medical industry.

• Korean Journal of Human Ecology
• /
• v.22 no.2
• /
• pp.301-313
• /
• 2013

Though customer delight is becoming one of the most important marketing key words, research in a retail setting is limited. With the dramatic growth of online retail shopping, this study explored customer delight experiences in online shopping malls by identifying the delight elements and analyzing the elements by online purchase steps. A total of 124 delight experiences collected from an unstructured questionnaire were content-analyzed. Delight elements in online shopping were categorized into service, product, price, delivery, package, and shopping mall operation in that order. Service related elements including free gifts and letters, recovery efforts for service failure, kind employees, and easy return were most frequently observed. Delights were experienced at the product receiving point, the prior-to-purchase point, the order-to-delivery point, and the post-purchase point in that order. The results revealed that customer delights in online shopping were experienced in various purchase steps by various marketing elements. Based on the results the study provided research propositions exploring the effects of expectation vs surprise, monetary vs non-monetary/emotional benefits/rewards, and core marketing elements vs augmented services on delight experiences.

• The Journal of Asian Finance, Economics and Business
• /
• v.7 no.4
• /
• pp.173-183
• /
• 2020

This study has four objectives: (1) Identifying factors that affect customer satisfaction on online service quality of Tiki.vn, (2) Measuring the level of impact of the factors, (3) Testing the difference in satisfaction among groups of customers with different characteristics in terms of gender, age, income, academic level, and occupation, and (4) Proposing some managerial implications to improve the quality of online services by interviewing directly and online 200 individual customers who have shopped at Tiki.vn E-commerce platform for at least the last six months, using the convenient sampling method. This study analyzes the reliability of the scale through the Cronbach's alpha coefficient, Exploratory factor analysis, and Linear regression analysis. The findings identified four factors that influence positively customer satisfaction regarding the quality of online services in Tiki.vn E-commerce platform in the order of descending strength: (1) Trust, (2) Customer service, (3) Web design and (4) Safety. In addition, the results show no difference in customer satisfaction according to different academic levels, but in terms of occupation and income, gender, and age. The results show that the factors influencing most customer satisfaction are Reliability and Customer Service. Some managerial implications are then proposed to improve the quality of online shopping services at Tiki.vn.

• Journal of Korean Society for Quality Management
• /
• v.50 no.3
• /
• pp.571-591
• /
• 2022

Purpose: The purpose of this study is to examine the factors affecting the intention to use online collaboration tools for non-face-to-face educational environment in the perspective of the learners. Methods: For empirical analysis, the survey of this study was administered with data that were limited to experienced learners using online collaboration tools such as Google Docs, Allo, Padlet, and Slido in online education environments such as Zoom, Webex, MS Teams, etc. and valid 400 data were analyzed by SPSS(ver 22.0) and R(ver 4.1.0) program package. Results: The results of empirical analysis showed that performance expectancy were found to have an effect on reliability of system quality, empathy of service quality, playfulness and informativity of content quality among the characteristics of online collaboration tools. On the other hand, it was found that the security of system quality, responsiveness of service quality, and extroversion of user personality characteristics did not affect. It was analyzed that playfulness had the greatest positive effect, followed by informativity, empathy, and reliability. Among the characteristics of online collaboration tools, it was found that the reliability and security of system quality and informativity of content quality had an effect on the effort expectancy. It was analyzed that informativity has the greatest influence, followed by security and reliability. Conclusion: This study is meaningful in that it examines the perspectives of users and learners, who can be said to be the end customers of online collaboration tools. Based on the results of this study, it is expected that not only platform operators that provide online collaborative tools, but also providers that use online collaboration tools will have a significant impact on the development of edutech and infrastructure in the educational environment.

• The Korean Journal of Food And Nutrition
• /
• v.28 no.3
• /
• pp.358-368
• /
• 2015

The study is focused on analyzing the SNS using characteristics of the people surveyed, as for the SNS acceptance channel of the food service corporations, accounted voluntarily for 71%. The SNS food service information regarding information of menu, location of store, price, coupon, taste evaluation, event, promotion, reservation and store atmosphere was researched. The most preferred information sharing for SNS food service were researched and found Facebook, blog and others in increasing order. The most preferred media to obtain SNS food service information were smart phone, desktop computer and others. The result of verifying differences in the perceived ease of use were also evaluated according to the food service corporation of SNS using characteristics of the people and was found: the longer period of SNS use, longer was access time: more number of visiting times, higher perceived ease of use. As for the difference in the perceived service value: longer the period of SNS use, more preferred was the blog: the more number of visiting times, the higher perceived service value. As for the difference in the online mouth-to-mouth intention: longer the period of SNS use, longer was access time: the more number of visiting times, the higher online mouth-to-mouth intention. Therefore, these research results provide useful implications in the working-level aspects such as providing basic data and the academic approach of the study, when the food service corporations establish marketing strategies through SNS.

• Journal of Korea Society of Digital Industry and Information Management
• /
• v.15 no.2
• /
• pp.29-42
• /
• 2019

As online services become more and more popular due to the development of IT, non-face-to-face transactions are continuously increasing rather than face-to-face transactions. The personal identity proofing service(PIPS) based on the alternative method of the resident registration number is used for the purpose of confirming the identity of the other party on the Internet. However, in the case of the current PIPS, the personal information of the PIPS user is excessively provided to the online service provider. As a result, privacy problems of online users, shortage of choice of information providing options, and lack of differentiation of authentication methods are becoming problems. Therefore, this paper proposes a method to improve the PIPS based on the current resident registration number alternative method and to provide a method to differentiate the provision of excessive personal information. In the proposed method, we analyze trends and current status of overseas online PIPS in order to provide a method of providing differentiation of personal information and proposes an effective improvement method applicable to domestic.

• Journal of Information Technology Applications and Management
• /
• v.25 no.4
• /
• pp.123-143
• /
• 2018

The domestic multiplex industry provides consumers with a choice of movies and a variety of contents and entertainment facilities and services. In addition, the number of movie theaters with the significant market potential is also steadily increasing in the competitive multiplex market environment. For the analysis, we conducted research on 300 adolescents who have experienced using domestic multiplex mobile service within the recent year. This study examined the structural relationship among the multi-dimensional mobile service quality of multiple, enjoyment of use, and online word of mouth intention. Also, it explored the mediating effect of enjoyment of use and the moderating effect of gender in the structural model. As a result, the mobile service quality of multiplex has a significant effect on the online word of mouth intention through the enjoyment of use. However, there was no moderating effect of gender of participating adolescents in the relationships. Based on the analysis of empirical results, this study discussed a series of theocratical and practical implications for the marketing strategies of multiplex in the highly competitive market.