• Asia pacific journal of information systems
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• v.29 no.3
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• pp.428-447
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• 2019

This paper investigates how firms increase customer acceptance of self-service technologies in retail, and the impact of self-efficacy on customer experience, satisfaction, and loyalty. We conducted our empirical research by administering 308 questionnaires to customers of self-service convenience stores in China. We employed a structural equation model to analyze the relationship between service quality, revisit intention, and word of mouth. The results indicate that perceived service quality significantly influences customer satisfaction, with the service quality of self-service retail and experience value being important factors in consumer acceptance of self-service retail stores. Additionally, we investigated the relationship between customer experience value, satisfaction, and loyalty, and found that self-service retail stores exert a significant impact on perceived self-efficacy. Informed by the research on customer acceptance of self-service technologies in retail, promoting further development of self-service retail technologies can effectively aid companies in generating profit while offering more convenience to customers.

• Journal of Information Technology Services
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• v.11 no.3
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• pp.227-240
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• 2012

Given the prevalence of internet and web 2.0, SNS(Social Network Service) market is growing rapidly. IT providers which focused marketing point on network hub have become to disseminate SNS mainly now. Many users are using the various functions of SNS to communicate each other or share the information. At this point, identifying the influencing factors to WOM(Word-Of-Mouth) of SNS is very important. In this paper, we aim to examine the effects of perceived variables on the WOM of SNS. In order to analyze the antecedents, we selected perceived factors such as perceived usefulness, perceived easiness, perceived enjoyment and perceived crowd. For statistical analysis, we surveyed real users of SNS. As a result, all antecedents of WOM showed significant influence and among the variables the perceived enjoyment has top standardized coefficient. In addition, perceived crowd has significant on perceived easiness, perceived enjoyment but not on perceived usefulness. The result of this research can be useful guidelines to increase SNS Market.

• Asia pacific journal of information systems
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• v.16 no.2
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• pp.27-46
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• 2006

As an extension of Technology Acceptance Models (TAM), the relative importance of perceived usefulness (PU) and perceived ease of use (PEU) in adopting two different mobile services are examined using service compatibility and user trust as moderating variables. This research shows that PEU is a relatively more important factor in the adoption of new mobile services when the new mobile services are highly compatible with existing services, while trust is an important influential factor in the adoption of services with a relatively low service compatibility. Trust does not significantly change the relative importance of PEU in the adoption of highly compatible mobile services, while the user's trust changes the importance of PU in the adoption process for the mobile services with relatively low service compatibility.

• Journal of Korea Society of Digital Industry and Information Management
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• v.8 no.2
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• pp.213-227
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• 2012

Recently MVNO has been adopted to reform the monopoly structure of mobile telecommunication industry in Korea. MVNO is expected to not only enable mobile telecommunication industry more free, but also provide various welfare service with customers, in particular mobile payment system service. Based on TAM, this paper is to investigate the affecting factors of intention to use of mobile payment system service in MVNO environment. The results indicate that all system quality factors are significantly related to both perceived usefulness and perceived easy of use, but only stability of service quality factor is significantly related to the perceived usefulness. Perceived easy of use was found to be siginificantly related to the intention to use of mobile payment system in MVNO environment, but percevied usefulness was not.

• Journal of Korean Society for Quality Management
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• v.28 no.4
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• pp.75-98
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• 2000

The purpose of this study is to empirically examine the customers' perceived service quality and response in the field of hotel industry. The subjects of survey for this empirical analyses are limited to the customers of deluxe hotels in Korea; data are collected from the 16 deluxe hotels amongst 27 of its kind in the Seoul, Pusan, Cheju and Kyongju area. SAS package is used for Simple Regression, Multiple Regression and the results are as follows: First, the perceived service quality shows significantly positive effect upon the customers' satisfaction; Second, the customers' perceived service quality shows significantly positive with respect to the customers' response; Third, the customers' satisfaction shows significantly positive regarding the customers' response, and the customers' satisfaction have greater influence upon the customers' response than the customers' perceived service quality; On the basis of the above empirical analyses, I propose the management implication as follows: First, the hotel management staffs should have a close relation with their customers through the customers' positive, and eventually be concemed about improving service quality and customers' satisfaction to maximize the enterprise's performance; Second, the hotel management staffs, to induce and build up the positive customers' response, should have interest in serving high-quality products and service and enforcing the proper price policy.

• The Journal of the Korea Contents Association
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• v.9 no.11
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• pp.335-347
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• 2009

This research analyzes the use intention of the ubiquitous service based on the technology acceptance model (TAM). This study investigates the characteristics of the ubiquitous service like the ubiquity, personality, connectivity, and location. The major results of this study are as follows. The ubiquity, connectivity, and location had positive influences on the perceived usefulness and perceived ease of use. And, the personality had the positive influence of the perceived ease of use. The perceived usefulness and perceived ease of use had the positive effect to an attitude, and the attitude had the positive effect to an use intention. When it consider the market share or the growth potential of the wireless internet service industry, this research results will be able to tilize as the basic information of an industry.

• The Research Journal of the Costume Culture
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• v.15 no.6
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• pp.1023-1037
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• 2007

The focus of this study was on service recovery process of domestic internet fashion shopping mall, the purposes of this study were to extract perceived interaction effort and service justice with the recovery factors according to service failure by literature review, and to empirically examine the effect this variables on customer satisfaction with complaint handling and loyalty. The questionnaires was administered to 256 internet shopping mall customer, who has experiences of dissatisfaction and complaining behavior after buying fashion products. The data was analyzed by Cronbach's a, confirmatory factor analysis, correlation analysis, and structural equation modeling using LISREL 8.30 program. The results were as follows. First, perceived interaction partly affected serviced justice consumer. Interaction effort on the part of consumer negatively affected interactional justice, but didn't affected distributive justice and procedural justice. However interaction effort on the part of shopping mall positively affected all justice. Second, distributive, procedural and interactive justice positively affected customer satisfaction with complaint handling and loyalty. Finally, customer satisfaction with complaint handling positively affected customer loyalty. The implications of the research and directions for future researchers were discussed.

• Journal of Distribution Science
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• v.22 no.6
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• pp.95-106
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• 2024

Purpose: This study investigates the complex dynamics of consumer behavior in Vietnamese banking omnichannel environments, focusing on the roles of service consistency, service transparency, flow, perceived privacy risk, and loyalty intention. Research design, data and methodology: Using a sample of 422 Vietnamese bank customers, data analysis revealed significant relationships among the variables under investigation. Results: Firstly, service consistency was found to positively influence flow experiences and negatively impact perceived privacy risk, highlighting the importance of uniform service quality across channels in enhancing consumer engagement while mitigating privacy concerns. Similarly, service transparency was positively associated with flow experiences and negatively associated with perceived privacy risk, underscoring the importance of transparent information dissemination in fostering immersive consumer experiences while alleviating privacy apprehensions. Furthermore, both flow experiences and perceived privacy risk significantly influenced loyalty intentions, indicating the pivotal roles of engaging experiences and data security in driving consumer loyalty. Additionally, mediated relationships were observed, demonstrating the interplay between service consistency, service transparency, flow, perceived privacy risk, and loyalty intention in shaping consumer behavior in omnichannel contexts. Conclusions: These findings provide valuable insights for retailers and marketers seeking to optimize consumer experiences and cultivate loyalty in omnichannel environments by prioritizing consistency, transparency, and data privacy protection.

• Korea Journal of Hospital Management
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• v.7 no.4
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• pp.123-151
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• 2002

The objective of this study is to analyze the causal relationship of hospital inpatient's perceived quality, overall satisfaction, service value, and future intention to revisit. To carry out this objective, first we analyzed the dimensions of inpatient care service quality using SERVQUAL scale. The SERVQUAL scale is based on the gap theory, that is, the difference of patients' expectations and the actually received medical care service in hospital. On the basis of this theory, we measured the inpatient's perceived service quality and overall patient satisfaction. Data was gathered from a self-administered questionnaire at a 980 bed university hospital in Inchon City. These questionnaire measuring the service quality were distributed to 250 inpatients. The response rate was 66.4%. A total of 166 questionnaires was finally analyzed. To categorize medical service quality, the factor analysis was performed on 42 items. The reliability and validity of these items was evaluated. Finally to test 6 hypotheses, we analyzed the causal relationship of service quality, overall satisfaction, service value, and intention to revisit through the structural equation modeling(SEM). The major results of this study are as follows. First, the dimension of inpatient service quality was categorized into 7 dimensions, that is, personal caring, communication, access, physical environment, facilities and equipment, cleanliness, appropriateness and health status. Second, the reliability and validity of inpatient service quality items was satisfied. Third, as a result of structural equation modeling, the effect of inpatient's perceived service quality on overall satisfaction, service value, and intention to revisit was statistically significant. And total effect on intention to revisit as the core endogenous variable was perceived service quality(1.100), patient satisfaction(0.006), and service value(0.605).

• Journal of Digital Convergence
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• v.19 no.4
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• pp.373-381
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• 2021

This study attempted to present a strategic direction that helps in vitalizing the domestic fashion and beauty magazine industry by examining the factors that influence the intention to use the fashion beauty magazine curation service. A survey was conducted on 314 college students in Korea, and the results were derived through a series of analysis processes using the SPSS 21.0 and AMOS 21.0 programs. Technology self-efficacy had a positive effect on perceived ease of use and perceived usefulness, perceived value had a positive effect on perceived usefulness. Technology self-efficacy and perceived value had a positive effect on intention to use, perceived ease of use had a positive effect on perceived usefulness. Perceived ease of use did not have a significant effect on intention to use, but perceived usefulness had a positive effect on intention to use. In order to increase the intention of using the mobile-based fashion beauty magazine curation service for college students, it is necessary to clearly understand the value and usefulness of the curation service.