• The Journal of Asian Finance, Economics and Business
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• v.7 no.1
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• pp.217-228
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• 2020

The selection factors of service companies have changed in accordance with intensifying competition in the marine transportation service market and environment changes of transportation services. To explore the important factors of customer choice to marine transportation service, this study empirically examines the influence of these selection factors; service provision area, price competitiveness, corporate image, service expertise, and sales support, on transaction continuity through customers' perceived service value and satisfaction. Based on an online survey with those in the Korean marine transportation industry, this study conducted statistical analyses using structural equation modeling. Based on relevant previous studies, the current study constructed a total of 55 survey questions. Finally, 213 questionnaires were collected. Among the five selection factors, corporate image did not affect perceived service value, and price competitiveness was still the most important factor. However, service expertise and sales support were found to be more important factors than regional factors. In order to maintain transaction continuity, shipping companies should also strive to improve their service quality to their customers. In particular, service quality strategies focused on time and regional factors should develop to strategies with the key factors for the changed business environment.

• Journal of Distribution Science
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• v.22 no.4
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• pp.79-89
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• 2024

Purpose: This study aims to enhance airport service quality by examining their impact on brand image, advocacy, and mediating brand trust in the aviation service distribution sector. Research Design, Data, and Methodology: Using existing literature, we propose a structural model exploring the relationships between key components which are service quality, brand trust, brand Image and brand advocacy. An online survey, based on prior literature, was administered to 287 Koreans who have experienced using facilities or services at Incheon International Airport (IIA). Statistical analysis employed confirmatory factor analysis (CFA) and structural equation modelling (SEM). Results: Research findings show significant impacts of airport service quality on brand trust. Increased brand trust positively influences airport brand image and advocacy. Conclusion: The study emphasizes the aviation industry's potential to boost brand trust through improved airport service quality via users' interactions. Service quality is critical factors in building brand trust. The findings emphasize the critical role of service quality in fostering brand trust. It underscores the importance of user's satisfaction with service quality in fostering brand trust which can lead to brand image and brand advocacy. The aviation industry should formulate policies and strategies to enhance brand trust improved service quality, thereby improving brand image and brand advocacy.

• Proceedings of the Korea Database Society Conference
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• 1998.09a
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• pp.83-98
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• 1998

Who needs Media Asset Management？ ◆ Publishers ◆ Any company publishing newspapers, magazines, catalogs or web sites. ◆ Content Creators ◆ Companies who create content for use in their business ◆ Broadcasters, Advertising Agencies, Studios, Sports Houses (NBA, NFL), Corporate Training Depts, Retailers ◆ Content Distributors ◆ Cable Operators, Telecoms, Internet Service Providers, Online Service Providers Who needs Media Asset Management？ ◆ There's a LOT of money being spent on this kind of technology, and not just by 'media' companies ◆ Retailers, for catalogs, web sites, call centers ◆ Chems/Pharms, for drug. discovery, knowledge management ◆ Legal, for document and knowledge management ◆ Federal, for video surveillance and knowledge management ◆ Manufacturing, for integration of CAD, text and business-to-business applications ◆ Anyone with a Web/Content Management challenge(omitted)

• Journal of Korean Society for Quality Management
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• v.39 no.2
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• pp.217-233
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• 2011

This paper introduces service failure management on internet shopping environment. The purpose of this study is to find and improve service failure modes at the time of customer's complaint thereby reducing that. To achieve this purpose, this study combines the Service Blueprint which describes the online shopping process and FMEA which finds each encounter of service failures and proposes how to recover them. First of all this study generates internet shopping process using Service Blueprint then matches customer's purchase decision making process and company's service provide process. After this process customer complaint types in real purchasing process are fell in according to their occurrence and more frequently occurred complaint is more risky. Finally 6 Risk Priority Numbers(unfair exchange/return policies, slow response/poor customer service support, purchase arrived later than promised/deliverly service dissatisfaction, dissatisfaction short period to take back/exchange/cancels order, A/S or handle defective item) are extracted and suggest their improvement.

• Journal of Distribution Science
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• v.21 no.12
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• pp.47-58
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• 2023

Purpose: Post-purchase service in online platforms has created an exciting focus for consumer behavior studies. This study intends to ascertain the impact of post-purchase shipping dimensions (shipping service, tracking service, return service, and customer care) on customer satisfaction and behavior intention. The authors developed a new model considering behavioral intention as the endogenous variable integrated framework of previous studies. Research Design and Methodology: The total sample is 223 respondents, selected using purposive sampling. The data collection uses Google Forms and is analyzed using AMOS Structural Equation Modeling (SEM). Results: Our findings showed shipping, tracking, returns, and customer service positively impact customer satisfaction, and customer satisfaction mediates shipping, returns, and customer service on customer behavior intent. Furthermore, customer satisfaction does not affect the effect of tracking service on customer behavior intention. Conclusion: Our hypothesis of the relationship between the post-purchase dimension and customer satisfaction was supported. However, only two of our three mediating hypotheses are supported. The mediating effect of customer satisfaction on the post-purchase dimension on behavioral intention is insignificant, while their direct relationship was significant. It showed that, concerning tracking service, customer satisfaction is not a requirement for the customer to perform behavioral intention in an e-retail context.

• Journal of the Korean Society for information Management
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• v.24 no.4
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• pp.5-31
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• 2007

The purpose of this study is to provide successive online community operational model in response to the world wide open access movement which supports the broadest possible access to published research and other scholarly writings. This study is divided into four areas in a large. First, this study reviewed general community, online community and open access movement. Second, wellknown online scholarly community, i.e., KISTI Society, BRIC, DSpace were analyzed precisely focusing on the administrative and functional factors to find key to success. Third, based on the above two studies, major functions of community services were identified. For this work, community service functions and participation will were asked to the researchers registered in Korea Research Foundation. According to the results of the above works, this study presents the important functions of online community services as follows: management function of research results, posting function of issue reports, and provision function of integrated information on research proposal should be provided preferentially to researchers aged 30s and 40s.

• Journal of Internet Computing and Services
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• v.18 no.4
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• pp.109-119
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• 2017

This paper is to analyse empirically using the data collected from Korea portal Naver's ad management system and show online ad platform may not be two-sided market. It is aim of this study to propose the appropriate approach to define the market, based on the empirical result. Here are two research questions to be reviewed. First, is there any consistency between business model of search advertising and definition of two-sided market which Rochet-Tirole proposed in 2006? Second, do indirect network externalities exist significantly in search advertising market? if so, this study is going to estimate the level of it through empirical measurement. Based on Luchetta's paper which suggested that google may be one-sided market, it performed the correlation & regression analysis to prove his suggestion. The result is that online search advertising costs increased by more than 50 won when advertisers increased by one unit. However, there was no significant correlation and regression between the search frequency and online search advertising cost. It means that there is little possibility to identify two-sidedness in online search advertising service(market) because of no(or little) indirect network externalities which are a necessary condition for two-sided market. This result has three implications, such as the availability to adapt traditional market definition tools to online search advertising market, the possibility enhancement to find the fundamental competition elements in defined market and promotion of the powers of persuasion in competitive market reality. It is significant that the gap between legal scholars including regulatory practitioners and economists can be overcome to some extent. who have shown the different perspective on the two-sided market.

• Journal of Digital Convergence
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• v.19 no.2
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• pp.151-160
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• 2021

The purpose of this study is to classify online shopping malls into total transaction amount and transaction amount by product, and compare them to find synchronism. The data used in this study were collected from KOSIS for Food Services, Home Appliances·Electronics·Communication devices, Food & Beverages, House_Goods, Clothing, Computers & Peripheral Devices. The analysis period is a total of 44 monthly data from January 2017 to August 2020. In descriptive statistics, variability is relatively very stable in the case of food service, but is large in the case of clothing. In the correlation analysis, the total transaction amount shows a certain level of correlation with each product. In the analysis of the increase rate, Food Service increased by 1,039%, Home Appliances·Electronics·Communication devices increased by 325%, Food & Beverages increased by 296% and House Goods by 250%, but Clothing decreased slightly to 92.56%. In the Scatter Charts analysis, the distribution of Total transaction amount & House Goods, Total transaction amount & Home Appliances·Electronics·Communication devices is generally upward, showing a high level of synchronization. Due to Corona 19, we will have to continue our efforts to provide speed, stability, convenience and various services in preparation for the increase in transaction volume of online shopping malls.

• The Journal of the Korea Contents Association
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• v.21 no.12
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• pp.423-435
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• 2021

The purpose of this paper is to verify the influence of the characteristics of Chinese online video on users' subscription satisfaction and continuous subscription intention. For this purpose, this paper conducted online and offline questionnaire for customers who had subscription experiences within one month from April 16 to May 16, 2021. A total of 338 questionnaires were collected, except for 55 dishonest responses and non-subscription responses. A total of 283 copies were used for empirical analysis. The analysis results are as follows. First, before implementing the hypothesis verification of this paper, the results of analyzing the rationality and reliability of the measurement concept show six factors of online video characteristics, such as accuracy, social impact, service quality, content diversity, information, and entertainment. Second, among the six factors of the characteristics of online video, accuracy, social influence, service quality, and information have a "positive (+)" impact on subscription satisfaction. Third, in addition to the content diversity and entertainment in the characteristics of online video, the other four factors have a positive impact on consumers' continuous subscription intention. Fourth, subscription satisfaction has a positive impact on continuous subscription intention. Fifth, there is a media effect of subscription satisfaction between the characteristics of online video and the intention of continuous subscription.

• The Korean Journal of Franchise Management
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• v.10 no.2
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• pp.59-70
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• 2019

Purpose - Every company studies how to attract and retain new customers to increase competitiveness and profitability. Companies establish strategies to attract customers, secure competitive advantage and generate revenue. Businesses are looking for newer and better ways to differentiate themselves in the marketplace. One of the requirements for service differentiation is to make it a prerequisite for an engaging customer experience. Customer experience can be attained through service experience. Satisfaction determine whether to reuse the food service franchise. The purpose of this study is to investigate the effect of customer experience on the satisfaction and revisit intention of food service franchise. In this study, customer experience consists of three attributes such as service environment, food quality, and price fairness. Also, this study is to identify the importance of three service experience attributes of customer satisfaction and revisit intention using ANN (artificial neural network) analysis. Research design, data, methodology - The survey was conducted on customers who have visited franchise restaurants in one month in order to examine how service environment, food quality, and price fairness have been influenced customer satisfaction and revisit intention through online survey company (SM culture & contents). A total of 300 representative surveys were collected. Of those collected surveys, 26 were not used due to missing information, resulting in 274 as the final sample size. The sample size was more than 10 times more than the number of variables used in the structural model analysis. Results - The findings of this study are as follows: Service environment and price fairness have a significant effect on satisfaction. However, food quality did not have a significant effect on satisfaction. Finally, it was found that satisfaction had a significant effect on revisit intention. Meanwhile, according to the results of ANN analysis, satisfaction as a dependent variable was found to be the most important in male price fairness and service environment in female. Also, when the revisit intention is used as a dependent variable, both male and female price fairness are important. Also, when the intention to revisit is used as a dependent variable, both male and female price processes are important. Conclusions - First, a restaurant franchise enterprise needs to manage customer service experience. Customers should strive to eat and enjoy at a dining franchise store. Second, it is necessary to design a food service franchise shop as a customer-oriented service environment. Franchise companies need to improve the environment so that customers can use the store conveniently. Third, the restaurant franchise menu price needs to be cheaper than the alternative menu. The restaurant franchise menu needs to be constructed with a popular menu that can be used continuously by the customer, so that it can be set at a reasonable price.