• Journal of Digital Convergence
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• v.11 no.2
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• pp.115-125
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• 2013

Unexpected consumer dissatisfaction emerges through rapid growth and expansion of on-line shopping channel. This research focused on the fashion online retail channels' negative aspect caused by service failure which possibly disappointed consumers. We also tried to seek for appropriate service recovery types based on frequently offered recovery types on-line. Data from college students were analyzed. Results indicate that fitting problem, insufficient information, product defect, inventory problem and slow delivery were the main service failure types in apparel e-shopping. Regression analysis identified that among these types, insufficient information, product defect, and slow delivery had significant influence on channel satisfaction after post recovery effort. Results also confirmed significant relationships between channel satisfaction and channel switching. Consumers perceived benefit level causes overall channel satisfaction level to rise while perceived risk leads to lower level of channel satisfaction. Choosing desirable service recovery activities in each service failure situations is necessary in order to raise consumer's channel satisfaction in online apparel shopping.

• The Journal of the Institute of Internet, Broadcasting and Communication
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• v.20 no.2
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• pp.201-208
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• 2020

Recently, the application of personal proofing service based on social security number(SSN) replacement means for verifying identity in non-face-to-face transactions is increasing. In this paper, we propose a method of applying differentiated personal proofing service on whether identity verification is necessary in the online service provided by ISP and if it is appropriate to apply a certain level of assurance. By analyzing the requirements related to personal proofing required by current ISPs, we analyze the risks for each of the requirements and propose a method of applying differentiated personal proofing service according to the level of identity assurance guarantee to minimize the risks. In applying the proposed method to online service provision, it is possible to reduce user's unnecessary authentication cost by minimizing the application of personal proofing service based on alternative means, and to help protect user personal information by minimizing excessively collected personal information.

• Journal of Korean Academy of Nursing
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• v.47 no.6
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• pp.806-816
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• 2017

Purpose: As comprehensive nursing care service has gradually expanded, it has become necessary to explore the various opinions about it. The purpose of this study is to explore the large amount of text data regarding comprehensive nursing care service extracted from online news and social media by applying a semantic network analysis. Methods: The web pages of the Korean Nurses Association (KNA) News, major daily newspapers, and Twitter were crawled by searching the keyword 'comprehensive nursing care service' using Python. A morphological analysis was performed using KoNLPy. Nodes on a 'comprehensive nursing care service' cluster were selected, and frequency, edge weight, and degree centrality were calculated and visualized with Gephi for the semantic network. Results: A total of 536 news pages and 464 tweets were analyzed. In the KNA News and major daily newspapers, 'nursing workforce' and 'nursing service' were highly rated in frequency, edge weight, and degree centrality. On Twitter, the most frequent nodes were 'National Health Insurance Service' and 'comprehensive nursing care service hospital.' The nodes with the highest edge weight were 'national health insurance,' 'wards without caregiver presence,' and 'caregiving costs.' 'National Health Insurance Service' was highest in degree centrality. Conclusion: This study provides an example of how to use atypical big data for a nursing issue through semantic network analysis to explore diverse perspectives surrounding the nursing community through various media sources. Applying semantic network analysis to online big data to gather information regarding various nursing issues would help to explore opinions for formulating and implementing nursing policies.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.42 no.3
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• pp.116-130
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• 2019

This study investigates passenger-authored online reviews of airline services using social network analysis to compare the differences in customer perceptions between full service carriers (FSCs) and low cost carriers (LCCs). While deriving words with high frequency and weight matrix based on the text analysis for FSCs and LCCs respectively, we analyze the semantic network (betweenness centrality, eigenvector centrality, degree centrality) to compare the degree of connection between words in online reviews of each airline types using the social network analysis. Then we compare the words with high frequency and the connection degree to gauge their influences in the network. Moreover, we group eight clusters for FSCs and LCCs using the convergence of iterated correlations (CONCOR) analysis. Using the resultant clusters, we match the clusters to dimensions of two types of service quality models ($Gr{\ddot{o}}nroos$, Brady & Cronin (B&C)) to compare the airline service quality and determine which model fits better. From the semantic network analysis, FSCs are mainly related to inflight service words and LCCs are primarily related to the ground service words. The CONCOR analysis reveals that FSCs are mainly related to the dimension of outcome quality in $Gr{\ddot{o}}nroos$ model, but evenly distributed to the dimensions in B&C model. On the other hand, LCCs are primarily related to the dimensions of process quality in both $Gr{\ddot{o}}nroos$ and B&C models. From the CONCOR analysis, we also observe that B&C model fits better than $Gr{\ddot{o}}nroos$ model for the airline service because the former model can capture passenger perceptions more specifically than the latter model can.

• Journal of Korean Library and Information Science Society
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• v.51 no.4
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• pp.185-210
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• 2020

The library faced an unexpected crisis of COVID-19, and as a countermeasure strategy, non-face-to-face online service has been reinforced. Therefore, this study attempted to present a plan to overcome the challenges arising from rapidly changing external environment and current crisis. To this end, data search, electronic library, library service, cultural event and open space management status of 288 public libraries serviced as an integrated site were investigated. Based on this, the meaning of online services in the post-COVID-19 era and the implication of it were examined. As a result, first, the increase in the use rate of online data search services with the spread of non-face-to-face culture, second, the expansion of the services of the electronic library, third, the diversification of non-face-to-face, online services, fourth, expansion of online cultural event services, fifth, the diversification of open space services were proposed, sixth, Introduced an artificial intelligence system for unattended loan return based on access and the Seventh, expansion of experiential cultural support services and educational contents through VR, AR and MR. It is deemed necessary for the research on the future direction of the library's non-face-to-face services to be conducted by investigating the current status of online services in various types of libraries and the types and case studies of library services in the era of COVID-19.

• The Journal of Information Systems
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• v.25 no.3
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• pp.217-245
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• 2016

Purpose With the increasing number of foreign travelers visiting Korea, it is a heavy question to evaluate service quality of typical domestic hotel companies. Our research aims to evaluate service quality of domestic hotels in Korea from the perspective of foreign travelers in order to provide the quality improvements that call attention for the hotel management. Design/Methodology/Approach In this paper, topics of sentiment followed Lodging Quality Index(LQI) dimensions classifying lodging service quality appropriately. Also, we employed word2vec algorithm which calculates similarity and affinity among the vocabularies accurately. To calculate sentiment of each dimension, we adopted scores from SentiWordNet. Findings From the result, we found the number of foreign travelers particularly satisfied with cleanliness, politeness, and problem solving skills. In contrast, it has also been found out that both promptness of services and efficiency of communication do not fulfill the requirements of travelers.

• Journal of Distribution Science
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• v.16 no.4
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• pp.21-34
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• 2018

Purpose - The objective of this research is to a) examine the effects of online reviews, posted on online distribution channels, on the change of consumers' attitudes and booking intention by distinguishing three types of online review valence: positive, negative and neutral review valence, and b) to investigate the combined effect of the inclination of online review and perceived usefulness of reviews on consumers' attitude change. Research design, data, and methodology - An experimental design was used by creating a mimicked hotel company's website and online reviews extracted from several online distribution channels such as online travel agencies (OTAs). A total of 414 respondents were randomly assigned to a type of review valence. Results - The results showed that the valence of positive reviews has a significant effect on the positive change of attitude and booking intention. However, the effect of the valence of negative reviews on the change of booking intention was not statistically significant compared to that of the valence of neutral reviews. Conclusions - The results offer some insights into the effect of online reviews on consumers' decision making processes and have important managerial implications for companies that operate online distribution channels in terms of their online marketing and the distribution of service products.

• Journal of the Korean Society of Clothing and Textiles
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• v.29 no.11
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• pp.1475-1484
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• 2005

The purposes of this study were 1) to examine the dimension of fashion shopping mall attributes and shopping value related to online shopping, and 2) to investigate the effects of fashion shopping mall attributes and shopping value on purchase intention in online shopping. Data were obtained from 423 online fashion shopping mall consumers who have experiences of buying products or visiting to online fashion shopping mall in Busan, and were analyzed using by factor analysis, Cronbach's alpha, path analysis of LISREL 8.53. The results showed online fashion shopping mall attributes were composed of Visual information, Loading speed Space composition, Product assortment, Checkout service, and Help desk. Shopping value perceived by online fashion shopping mall consumers were consisted two factors: Hedonic value and Utility value. Hedonic value and Utility value Perceive by online consumers were influenced by Product assortment, Visual information, Help desk, and Space composition of shopping mall. Additionally, hedonic and utility shopping values perceive by online consumers impacted online purchase intention. Findings suggest that fashion shopping mall attributes mediated by shopping values are important in predicting purchase intention of online shopping mall. Implications are drawn for the information useful to consumer behavior researchers and retailers of online fashion shopping mall.

• Journal of Digital Convergence
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• v.10 no.6
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• pp.33-39
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• 2012

The purpose of this study is to investigate the effect of SNS(Social Network Service) on individual learning performance. To do this, we distribute and collect data by using a survey method. Research results suggest that online social networking engagement and acculturation have an effect on interaction quality with professors. Interaction quality with professors influences individual learning performance as well as collaborative learning. The conclusion and implications are discussed.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.32 no.2
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• pp.82-99
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• 2024

The aim of this study is to propose strategies for in-flight OTT services by examining differences in binge-watching patterns through online video streaming services based on age. Additionally, it investigates how the moderating effects of need for cognition and critical media literacy influence the relationship between age and binge-watching. Data from the 2020 Korean Media Panel Survey conducted by the Korea Information Society Development Institute were utilized, with moderating effects analyzed using Process Macro Model 1. Results indicate that as age increases, the frequency of binge-watching content rises while the duration decreases. Moreover, moderating effects of need for cognition and critical media literacy in the age-binge-watching relationship were confirmed. This study analyzed binge-watching behaviors among online video streaming service users, confirming the influence of age, binge-watching habits, need for cognition, and critical media literacy. Theoretical and practical implications include insights for in-flight service providers, content marketers, and online video streaming service operators.