• Asia Marketing Journal
• /
• 제24권2호
• /
• pp.51-61
• /
• 2022

The goal of this study is to scrutinize the impact of individual online convenience dimensions on mobile banking acceptance and use in Mongolia. A total of 211 valid responses were collected from Mongolian university students who currently use mobile banking application services from local banks. The SmartPLS 3.3 software was used to conduct the confirmatory factor analysis and test the hypotheses. Using structural equation modelling, this research discovered that access convenience, transaction convenience, and possession/post-possession convenience are the main constructs related to the adoption of mobile banking services. Perceived innovation showed a significant positive effect on the adoption of mobile banking technologies. Through practical and theoretical implications, this research aims to assist mobile banking service channels of local and international banks in Mongolia. Identifying which online convenience dimensions impact the adoption and use of mobile banking will contribute to the adoption of competitive strategies for financial institutions and banks.

• 한국조리학회지
• /
• 제21권4호
• /
• pp.155-174
• /
• 2015

본 연구의 주요 목적은 외식업계의 경쟁력 강화를 위해 고객이 이용한 패밀리레스토랑의 서비스를 5가지 서비스편의성 요인에 의한 지각된 가치와 자발적 행동의도에 미치는 영향요인을 규명하는데 의의가 있다. 본 연구의 목적을 달성하기 위하여 문헌적 연구와 실증적 연구를 병행하였으며, 세분화된 마케팅 방향을 설정하는데 유용한 정보를 제공하며, 향후 레스토랑 고객 접점에서의 서비스 개선 방안을 모색하고, 동시에 효과적인 발전 방안을 제시하고자 한다. 먼저 선행연구의 검토를 서비스편의성과 레스토랑을 이용한 고객의 지각된 가치 및 자발적 행동의도에 대한 폭넓은 견해를 제시하였으며, 이러한 선행연구를 토대로 패밀리레스토랑 이용 시 고객들이 인지하는 서비스편의성 요인을 확인하는 가운데 본 연구를 위한 전반적인 틀을 제공하고자 한다. 본 연구에서는 패밀리레스토랑에 관련하여 보다 심층적이고 실증적인 연구를 통해 패밀리레스토랑의 서비스편의성이 지각된 가치와 자발적 행동의도와의 관계에 대한 연구를 진행하여, 방안모색을 통하여 국내 외식산업의 지속적인 성장과 발전에 기여하고자 한다.

• 벤처창업연구
• /
• 제6권4호
• /
• pp.59-74
• /
• 2011

최근 스마트폰의 열풍과 더불어 스마트폰 사용자들의 이용동기에 대한 관련 연구도 활발히 진행되고 있다. 본 연구는 기존 모바일 및 스마트폰에 관한 선행연구에 기초하여 Davis의 기술수용모형을 변형하여 유희성, 사회적 영향, 지각된 유용성 및 지각된 편리성 등 변수를 이용하여 스마트폰의 사용의도와 관련된 연구모형과 가설을 제시하고 실증적 분석을 실행하였다. 결과 유희성과 사회적 영향은 각각 지각된 유용성과 지각된 편리성에 긍정적인 영향을 미치고 있으며, 지각된 편리성은 지각된 유용성 및 사용의도와 정의 상관관계를 가지고 있음이 증명되었다. PLS 구조방정식을 이용한 통계학적 분석결과에 근거하여 시사점을 제시함과 동시에 본 연구의 한계점 및 향후 연구방향에 관하여 간략하게 서술하였다. 본 연구는 스마트폰의 사용과 관련한 탐색적 연구로써 이후 상관 연구에 도움이 될 것이라 기대한다.

• 유통과학연구
• /
• 제13권2호
• /
• pp.85-94
• /
• 2015

Purpose - This study attempts to examine the impacts of consumers' perceived service convenience of retailers on various service performance metrics such as service quality and customer satisfaction. It also tries to investigate differences in the importance of service convenience dimensions on service performance between a department store and a general super market. Research design, data, and methodology - The four hypotheses in this study were proposed and tested. Two hypotheses were on the causal relationships between service convenience dimensions and service performances (service quality and customer satisfaction). The other two hypotheses were on comparisons for the effects of convenience dimensions on service quality and customer satisfaction between department stores and general super markets. To test the hypotheses, three department store chains (Hyundai, Lotte, and Shinsegae department Store) and three general super markets (E-mart, Homeplus, and Lotte mart) were involved. Overall, 510 usable responses were used. The data were analyzed using regression analysis. Results - The results largely support the hypothesized relationships of the proposed model. The results show that access convenience, transaction convenience, benefit convenience, and post-benefit convenience have positive influences on service quality, whereas decision convenience, access convenience, transaction convenience, benefit convenience, and post-benefit convenience have positive effects on customer satisfaction. Furthermore, the results show that there are differences between department stores and general super markets in the effects of benefit convenience and post-benefit convenience on service quality as well as the effects of transaction convenience and post-benefit convenience on customer satisfaction. Conclusions - The concept of service convenience is important in retail environments but little is known about this topic in retail literature. Specially, while service convenience dimensions have different impacts on service performance in distinct retail environments, there has been little investigation or comparison between retail types as regards service convenience. This study is the first to test the differences between distinct retail types (department stores and general super markets) on the service convenience-service performance links. Managerially, the findings of this study suggest that the service convenience management of retailers is an important part of successful service performance management. Because it is most important that both department stores and general super markets enhance benefit convenience to improve service performance, managers of both store types need to invest their resources to reduce consumers' perceived time and effort expenditures to experience the retailer's core benefits. Therefore, the results of this study suggest that retail stores should spend human and financial resources to enhance customer perceptions of service convenience, while also considering what constitutes the service outcome in the consumer's mind. Furthermore, the findings suggest that managers need to use different service convenience management tactics in department stores and general super markets. Specifically, managers in general super markets should pay more attention to benefit convenience and transaction convenience to achieve better service performance whereas managers in department stores should concentrate on post-benefit convenience to create customers' positive evaluation.

• 경영과학
• /
• 제33권2호
• /
• pp.65-74
• /
• 2016

The present study applies the TAM (Technology Acceptance Model) to investigate the factors that affect the intention to use the mobile payment services. For this purpose five potential variables (perceived usefulness, perceived convenience, ubiquity, innovativeness, and safety risk) that are expected to affect the intention to use the mobile payment services were selected. An online survey was administered, and 339 questionnaires were analyzed. Structure Equation Model (SEM) Analysis revealed that TAM variables (perceived usefulness and perceived convenience) partially influenced the attitude. The perceived usefulness predicted the attitude while perceived convenience did not predict the attitude toward the mobile payment service. Personal characteristics variable (innovativeness) and mobile nature variables (ubiquity, and security risk) were identified as the predictors of the attitude toward the mobile payment service. While innovativeness and ubiquity affected the attitude positively, security risk affected the attitude negatively. Finally, the analysis substantiated the influence of attitude toward the mobile payment services on the intention to use the services. On the basis of findings, managerial implications and suggestions for further studies were discussed.

• 유통과학연구
• /
• 제20권3호
• /
• pp.1-11
• /
• 2022

Purpose: This study aims at understanding the impacts of three omnichannel attributes (channel transparency, channel uniformity, channel convenience) and four customer perceptions (perceived innovativeness, perceived personalization, perceived risk, perceived credibility) on customer experience and channel selection decision. Research design and methodology: A quantitative online survey with 356 shoppers was executed. The partial least squares linear structural model (PLS-SEM) and Smart PLS were adopted to analyze the collected data and test the proposed hypotheses. Results: The research findings indicate four dominant results: (i) The customers' channel selection is directly determined by customer experience; perceived innovativeness; perceived personalization; perceived risk; and perceived credibility; and (ii) among these, the perceived risk shows negative impact on the customer's experience and customers' channel selection whereas others reveal the positive status; (iii) The customer experience represents the most decisive impact on the channel selection, then perceived personalization, perceived credibility, perceived innovativeness, and perceived risk. (iv) Three proposed channel attributes (transparency, uniformity, convenience) significantly influence the overall customer experience. Conclusions: This research adds to the body of knowledge in omnichannel retailing, customer experience, and customer channel selection. Furthermore, this research provides omnichannel retailers with practical implications for improving customer channel selection.

• Journal of Information Technology Applications and Management
• /
• 제26권3호
• /
• pp.99-120
• /
• 2019

The purpose of this study is to provide information necessary for establishing a new strategy for customer service improvement by deriving factors affecting user satisfaction and continuous use intention of mobile app service user characteristics, system characteristics, and social characteristics. The results of this study are summarized as follows. First, reliability, innovation, familiarity, convenience, and self-efficacy among the characteristics of mobile app are analyzed as factors that have the greatest influence on user's perceived usefulness. Second, convenience, mobility, and visibility are some of the characteristics of mobile app service. Third, identity, security, and expectation agreement among mobile app service characteristics are analyzed as negative factors that do not affect users' perceived usefulness. Fourth, interactivity, familiarity, and self-efficacy among the characteristics of mobile app service were analyzed as positive factors that have the greatest effect on user's perceived ease of use. Fifth, reliability, mobility, visibility, and convenience among mobile app service characteristics are analyzed as factors that have some positive effects on perceived ease of use of app users. Sixth, identity, innovation, and security among the characteristics of mobile app service are negatively influenced by mobile app users' perceived ease of use. Seventh, the perceived usefulness of mobile app users is analyzed as a factor that has a very positive effect on user satisfaction. Eighth, the perceived ease of use of mobile app users is analyzed as a factor affecting perceived usefulness positively. Ninth, the perceived ease and expectation of mobile app users are positively influenced on user satisfaction. The tenth, the perceived usefulness of the mobile app users was analyzed as a factor having a very positive influence on the persistent intention to use. For the eleventh, the perceived ease of use of mobile app users was analyzed as a factor having a positive effect on the persistent intention to use. The twelfth, mobile app user satisfaction was analyzed as a factor having a very positive effect on the persistent intention to use.

• 보건의료산업학회지
• /
• 제7권1호
• /
• pp.35-44
• /
• 2013

The purpose of this study was to find out the factors forming perceived service convenience, and to investigate structural relationships among perceived service convenience, job satisfaction, trust, organizational commitment, and turnover intention in the healthcare service industries. The result analyzing on the hypothesis of this study was as follows. First, service convenience had positively influence job satisfaction, trust, and organizational commitment. Second, the job satisfaction had positively influence on the trust, and the trust had positively influence on the organizational commitment. Third, it was found that the variables of job satisfaction, the trust, and the organizational commitment negatively influenced on the turnover intention. Based on these results, theoretical implications for relevant researchers and managerial implications for healthcare service operation and internal marketing strategy were discussed.

• 대한가정학회지
• /
• 제44권5호
• /
• pp.79-87
• /
• 2006

The purpose of this study is to analyze whether service quality and perceived risk have an effect on purchase intention and satisfaction of the fashion merchandise in internet shopping malls. To this end, a survey was conducted from June 20 to July 30 in 2005, among married women aged in their 20s and 30s, on their purchase experience of fashion merchandise from internet shopping malls. The survey was conducted over the internet with 306 subjects. The statistical analysis methods were frequency analysis, reliability analysis, factor analysis, and multiple regression analysis. First, the service quality factors were determined to be reliability, responsibility, ease of transaction, order convenience, and site characteristics. Perceived risk factors were determined to be merchandise risk, information exposure risk, social psychological risk, and function risk. Second, service quality factors of responsibility, ease of transaction, order convenience, site characteristics and perceived risk factor of social psychological risk had an effect on internet purchase intention of the fashion merchandise. Greater site use convenience, lower price, simpler ordering, and lower social psychological risk were all positively correlated with higher internet purchase intention of fashion merchandise. Third, nice quality factors and social psychological risk had an effect on satisfaction degree in internet shopping.

• 유통과학연구
• /
• 제18권10호
• /
• pp.89-99
• /
• 2020

Purpose: There has been a growing focus on E-wallet adoption especially in emerging markets as it offers a convenient method for users to conduct cashless transactions. This study examines antecedents influencing the decision of Generation Z to adopt E-wallet. It looks into the effect of determining factors including compatibility, perceived convenience, perceived trust, perceived reputation, perceived usefulness, perceived ease of use and social influence on users' intention to use. The moderator role of social influence is also under examination. Research design, data and methodology: The quantitative method has been adopted to collect data from 170 Generation Z users. SmartPLS 3.0 was applied to examine the constructed hypotheses. Results: The results indicate an indirect effect between Compatibility, Perceived Ease of Use, Perceived Trust and Social Influence toward intention to adopt Electronic wallet, or both of those factors are mediated by Perceived Convenience, Perceived Usefulness, and Reputation. Moreover, research finding highlights the role of Perceived Usefulness as Generation Z's intention determinant to use E-Wallet. Conclusions: This study is substantial as it selected the promising customer segment - Generation Z to examine the factors influencing their decision to adopt Electronic wallet. Marketers can navigate which dimensions should be included in marketing campaigns to encourage Generation Z's adoption.