• 무역학회지
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• 제47권3호
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• pp.93-110
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• 2022

This study aims to develop online convention service quality and examine the effect of online convention service quality on re-participation intention in the same convention and other types of online conventions. Based on an extensive literature review, the study chose five main factors of online convention service quality: human service, program service, platform service, platform aesthetics, and interaction. A total of 284 data were collected from online convention participants from July 26 to August 6, 2021. For the hypotheses test, multiple regression analysis was used. As a result, interaction and program service quality had positive effects on re-participation intention in the same convention, but except for platform aesthetic, all factors positively affected re-participation intention in other types of online conventions. This study also found that online service quality factors are more helpful in predicting the intention of re-participation in other types of online conventions rather than re-participation in the same convention. Based on the results, theoretical and practical implications were discussed

• 한국IT서비스학회지
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• 제19권1호
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• pp.71-87
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• 2020

As diverse online information services are introduced and the use of them are increasing, the importance of the quality control over the online information services is also increasing. Therefore, studies are being attempted to derive quality evaluation models for online information services, but these showed many limitations. In order to overcome the limitations of the previous studies and create more appropriate quality evaluation model, this study analyzed 408 data collected through the interviews with the users of Korea national online information services (NDSL, NTIS) using content analysis and the coding method of ground theory. Through the analysis, we identified the quality evaluation model (13 elements, 6 dimensions) of online information services and the description and insights of each elements. And the priorities of the most significant element(amount of information) and other key elements(such as the usefulness of the information, the diversity of the field, etc.) were figured out through the frequency analysis. Through these inductive methods based on the responses of users, the quality control model could be derived, which is different from the previous researches. This study is the first study which derived the quality evaluation model of online information service through the inductive way based on 408 interview responses from users. Therefore, the results of this study will be helpful to the post researchers who conduct studies on the quality of online information service, etc. Moreover, the results of this study are expected to provide references of frame for decision-making of working-level officials who have to manage the quality of online information services.

• 한국정보시스템학회지:정보시스템연구
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• 제18권3호
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• pp.251-276
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• 2009

Maintaining online services of high quality has become a crucial factor for brokerages to gain competitive advantages. Because of the attributes of the product uniformity of online trading, online brokerages have grown significantly with IT development, since the early 2000s. Now, as the online trading business gets mature, the profitability of the IT investment and the quality of IT-based services became questioned. This study examines the issues of IT investment and its contribution by analyzing the relationship between the quality of online service and IT investment. In addition, it also investigates the relationship of the quality of online services and profitability of brokerage. Our results show that IT investment draws cubic-style, curvilinear relationship with the service quality of online trading and only high quality services can lead to the increase of profitability.

• 대한가정학회지
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• 제47권7호
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• pp.73-82
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• 2009

The purpose of this study was to examine the effect of perceived justice associated with service recovery on perceived service quality, and the relationships among perceived service quality, customer satisfaction and behavioral intentions in online apparel shopping contexts. Justice theory provided the theoretical framework for this study. The research strategy employed an online survey methodology. Online shoppers (N=669) who had experiences in service failure and dissatisfactions completed a questionnaire. The model of the study was tested by structural equation modeling (SEM) and the results of SEM revealed positive effect of perceived justice regarding service recovery on perceived service quality, positive effect of perceived service quality on customer satisfaction, and positive effect of customer satisfaction on behavioral intention. The results of this study have implications for online retailers. Online retailers need to understand the importance of service recovery by which service failures are managed.

• 동아시아경상학회지
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• 제6권2호
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• pp.14-27
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• 2018

Purpose - The purpose of this study is to analyze the effect of 'delivery service quality' of online fresh food shopping malls on 'e-satisfaction' and 'repurchase intention' of online customers. Research design, data, and methodology - To demonstrate the relationship between the delivery service quality of online fresh food shopping mall and the e-customer satisfaction and repurchase intention, the research model was designed with 5 sub-factors (promptness, accuracy, economy, safety, information) based on the contents of previous studies. The data collection is conducted with sampling survey. The participants are customers who have visited, purchased and received their orders within the last 6 months in online fresh food shopping malls. This study analyzed collected data, then confirmed and finalized the hypothesis by using IBM SPSS Statistics 21.0 statistical program. Results - Hypothesis 1: The service quality of online fresh food shopping mall will have a statistically significant effect on online customers' e-customer satisfaction. Hypothesis 2: The service quality of online fresh food shopping mall will affect the repurchase intention of online customers. Hypothesis 3: The e-customer satisfaction of online fresh food shopping mall will have a statistically significant effect on repurchase intention. Among the 5 sub-factors (promptness, accuracy, economy, safety, information) of delivery service quality, three factors such as promptness, accuracy, and safety have stronger influence on e-satisfaction and repurchase intention of online customers. Conclusions - This study has proven the feasibility and viability of the hypotheses that 1) The excellent delivery service quality of an online fresh food shopping mall primarily affects e-customer satisfaction; and that 2) Ecustomer satisfaction will secondarily serve to improve repurchase intention.

• 한국IT서비스학회지
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• 제20권3호
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• pp.103-118
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• 2021

With the advancement of technology, the market size of online bookstores is constantly increasing in Korea. Despite the importance of the quality of services provided by online bookstores as many customers use online bookstores, many existing studies have approached only from a linear perspective that satisfying service quality factors will lead to customer satisfaction. In addition, the service quality of online bookstores has only been addressed in general and universal service situations, such as SERVQUAL and e-SERVQUAL and WebQual, or online situations. This study was conducted to consider the specificity of online bookstores and to establish specific strategies for improving service quality. In this study, we present six higher dimensions of service quality for online bookstores and 25 lower dimensions to measure it, and we confirm strategic direction for service quality elements through IPA analysis. As a result of the analysis, a total of 12 factors were included in the first quadrant, which required maintenance of service quality due to the high importance and satisfaction perceived by customers. Next, the importance of customers is high, but their satisfaction is low, so the second quadrant that should be improved first had a total of two factors. Third, the third quadrant was an area where customers perceived low importance and satisfaction, and a total of nine factors were involved. Finally, the fourth quadrant was an area where the customer was satisfied but perceived low importance, with a total of two factors. The results of this study can be used as basic data for strategic use of online service quality factors.

• Journal of Smart Tourism
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• 제2권4호
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• pp.35-43
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• 2022

Tourism businesses use chat services to provide immediate customer support and to help users navigate within a website, but there are more outcomes of this interaction that should be examined. The current study aimed to discover if the online travel chat service quality and information value of the online travel chat service lead to user satisfaction with the service and visit intention to a recommended destination by Korea Tourism Organization's 1330 Live Chat. The results indicate that information value (functional and innovation) and online travel chat service quality (reliability, assurance, and security) lead to satisfaction with the live chat service and visit intention to a recommended destination. The results can benefit practitioners who want to expand and improve their customer service interaction and recommendations, and to scholars who study the relationship between customer services in tourism recommendation and sales context.

• 한국IT서비스학회지
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• 제19권1호
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• pp.129-144
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• 2020

Recent advances in digital purchase platforms allow consumer to easy to access online purchase, but the online purchase systems often occurs a negative situations such as service failure. When customer experiences negative service, they want to communicate with the company online chatting service. But not much is known about how customers online chatting service's contextual cues effectiveness. So, the current research seeks to examine the effects of type of online chatting service interface and company market status on customers' perception of service quality and satisfaction with online chatting services. The results of two studies show that, when customer experienced negative online service, they expected to a high status (vs a low status) company had offered better service. but their service request are not met, customers perceive better service quality if served by a low status (vs high status) company represented by a logo (vs. an emoji). These findings will help marketing practitioners strategically how design their chatting service interface according to the their status when they communicate with customer who experienced negative service.

• 정보관리학회지
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• 제19권3호
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• pp.237-261
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• 2002

본 연구는 기대와 성과간의 비교를 통하여 이용자 관점에서 도서관 온라인 서비스에 대한 품질을 평가하였다. 이를 위해 22개 SERVQUAL 문항에 정보품질에 관련된 7개 항목을 추가하여 총29개의 측정항목을 개발하였고, 대덕연구단지내의 한 연구 도서관을 대상으로 온라인 설문을 실시하여 데이터를 수집하였다. 요인분석 결과 온라인 서비스의 품질을 결정하는 요소인 서비스차원은 5개로 묶여졌고, 정보품질 차원은 별개로 분리되어 나타났다. IPA(Importance Performance Analysis) 분석결과 정보품질, 신뢰성, 그리고 보증성이 중요한 서비스 요소임이 밝혀졌고, 다중회귀분석 결과 이용자의 만족에 가장 커다란 영향을 미치는 서비스 요소로는 유형성과 정보품질인 것으로 규명되었다.

• Journal of Information Technology Applications and Management
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• 제17권2호
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• pp.155-173
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• 2010

Although online education service markets are growing fast, previous studies have been limited to the studies on media types or system qualities of online education. In order to provide timely implications for online education service providers to maintain and increase the number of users, other factors such as interactivity and community perspectives should be considered. In this study, social capital and service quality were adopted as antecedents of learning motivation. Also, service quality dimensions, as well as learning motivation, were chosen to examine its impact on intention to repurchase of online education services. Research findings show that structural and cognitive dimensions of social capital are proved as antecedents of relational capital; structural and relational social capital positively influence on learning motivation; tangibility positively makes impact on learning motivation; and intention to repurchase is positively influenced by responsiveness and learning motivation. Practical implications based on the research findings are presented.