• Journal of Korea Artificial Intelligence Association
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• v.2 no.1
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• pp.15-24
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• 2024

This study is about the effect of chatbot service quality on customer satisfaction and continuous use intention. Data collection was conducted for 13 days from October 23 to November 5, 2023, and a survey was conducted on customers who have used chatbot services. A total of 572 questionnaires were targeted, of which 545 valid data were used for analysis, excluding those that responded insincerely or did not meet the purpose of the study. The analysis results of this study are as follows: First, chatbot service quality partially had a significant effect on satisfaction. Second, customer satisfaction had a significant effect on continuous use intention. Therefore, in order to have a positive impact on continuous use intention, it is necessary to focus on marketing strategies related to chatbot service quality. Also, research focusing on data analysis and performance evaluation is crucial for enhancing chatbot services, necessitating studies that address real-time changes. Through sophisticated data analysis and variable measurement, chatbot services can be effectively improved, leading to enhanced customer satisfaction.

• Journal of Environmental Impact Assessment
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• v.17 no.3
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• pp.153-165
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• 2008

Recently the use demand for national parks has been rapidly increased due to the change of leisure patterns in Korea. The intensive use of national parks, however, can cause serious management problems both in resource conservation and in visitor satisfaction. In order to prepare the effective management plan for the sustainable use of national parks, it is essential to evaluate the visitor satisfaction. The purpose of this study is to provide important information for the management strategies for Namsan and Tohamsan national parks in Kyongju. Importance-performance analysis (IPA) was adopted to analyze the visitor expectation and satisfaction. The questionnaire survey was performed to the 420 visitors of the three sites (Namsan Sam-reung, Namsam Yong-jang, and Tohamsan) that are the most popular areas in Kyongju national park. The IPA for the 18 satisfaction items shows that all the values for importance are higher than those for performance in the three sites. This results indicates that visitors' satisfactions for the 18 items are lower than their expectations. The IP matrix reveals that the management effort should be concentrated on the educational opportunities for nature and culture in Yong-jang, on the convenient access to park in Sam-reung. and on the availability of cool drinking water in Tohamsan. Based on the results, several suggestions for the management strategies were summarized for the three sites in conclusion.

• Journal of Korea Society of Digital Industry and Information Management
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• v.13 no.1
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• pp.147-158
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• 2017

Internet is changing the way consumers shop and buy goods and services, and has rapidly evolved into a global phenomenon. The primary purpose of this study is to investigate the influence of consumer's on-line shopping values on satisfaction and intention to re-use. Economic value, emotional value, convenience value, social value, product variety were identified as affecting factors of satisfaction and intention to re-use of on-line shopping purchasing based on prior studies of on-line shopping behavior. This study tested the hypothesized model using the data from 132 consumers who have purchased products in on-line shopping mall. According to the result, economic value, emotional value, product variety are significantly related to the consumer satisfaction but convenience value, social value are not. Consumer satisfaction of online purchasing was also shown to be related to the intention to re-use. It can provide practical guidelines on effective operation strategies for consumer loyalty.

• Asia-Pacific Journal of Business
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• v.9 no.2
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• pp.123-136
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• 2018

The purpose of this study is to investigate the effects of six factors (accuracy, perceived usefulness, perceived ease of use, security, instant accessibility, and ease of use) on re-use intention; and then to help to establish future marketing strategy. In order to achieve the study's objectives, this study conducted an online questionnaire on the Internet, Wenjuanxing. The total of 270 copies through APP-Wechat (Wicket), and 245 were used for analysis. For statistical processing, SPSS22.0 is used to analyze the influence relationship amongst factors for mobile tourism information service, a variety of analysis, such as factor analysis, reliability analysis, mass regression analysis, simple regression analysis were employed. The results of this study are summarized as follows. As a result of analyzing the factors affecting the satisfaction of consumers using chinese Ctrip mobile app, the perceived usefulness and perceived ease of use of mobile tourism information service attributes have a significant effect on user satisfaction. The accuracy of mobile information service were found to have no significant effect on satisfaction. The security, immediacy of access, and usability of the payment service of mobile APP were found to have a significant effect on satisfaction. And customer satisfaction has a significant effect on re-use intention.

• Asia-Pacific Journal of Business
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• v.11 no.4
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• pp.121-134
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• 2020

Purpose - The purpose of this study is to investigate consumer's satisfaction with the attractiveness, reliability, and professionalism that are characteristics of social influencers, and to investigate the impact of influencer characteristics on consumers' continuous use intention through satisfaction. Design/methodology/approach - A total of 293 questionnaires on independent samples were used for this study. Collected data were analyzed by SPSS 26.0 and AMOS 24.0 program and frequency analysis, reliability analysis, confirmatory factor analysis, correlation analysis and structural equation model analysis were performed. Findings - The findings demonstrated the followings: First, the attractiveness, reliability and professionalism of influencer had a positive effect on satisfaction. Second, the attractiveness and reliability of influencer had a positive effect on continuous use intention. However, professionalism did not have a significant impact. Third, user satisfaction with social media (channel of influence) had a positive effect on continuous use intention. Research implications or Originality - In doing so, this study was able to provide an in-depth understanding of the key characteristics of influencers and their roles, and contributed to ongoing research by providing suggestions for future studies.

• Journal of Korea Game Society
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• v.21 no.4
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• pp.95-108
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• 2021

This study explored the motivation for adolescents to watching games and analyzed the relationship between motivation, satisfaction, and intention to use. The study surveyed 274 middle and high school students, and the results of the analysis are as follows. First, five motivations for adolescents to watching games were extracted: 'Acquire Information', 'Social Relations/Multitasking', 'Gamer/Creator Preference', 'Escape/Habit', and 'Vicarious Satisfaction/Fun'. Second, 'Vicarious Satisfaction/Fun' motivation influenced the satisfaction and the intention to use of game. Lastly, Groups based on usage showed differences in motivation. The findings could be used as data to explore the factors of adolescents's game motivation and viewed the game markets.

• The Journal of the Korea Contents Association
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• v.21 no.9
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• pp.258-269
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• 2021

This study was conducted to determine the effect on the satisfaction of pet hospital. For this research, the study was conducted on customers who raise dogs and cats nationwide and use pet hospital. Specialties, human factors, efficiency, physical factors, and pet satisfaction were derived from factors that affect pet hospital use satisfaction. Human factors included three factors as veterinarian, staff, and pet hairdressers, and regression analysis was performed. Research shows that professional, efficiency, and physical factors have a positive (+) effect on user satisfaction, veterinarians and staff, which are detailed factors of human factors, have a positive (+) effect on user satisfaction, and pet hairdressers do not. Overall, it was analyzed that it affects the satisfaction of use in the order of efficiency, professionalism, staff, veterinarian, pet satisfaction, and physical factors. This study is meaningful in that it divided human factors into occupational groups and developed and analyzed pet satisfaction factors as factors that affect pet hospital use satisfaction, and it is expected that pet hospital can help establish strategies to improve customer satisfaction.

• The Korean Journal of Food And Nutrition
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• v.24 no.4
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• pp.509-519
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• 2011

The purpose of this study was to investigate the use behavior and satisfaction of home-baking premix products. A total of 275 questionnaires were completed and statistically analyzed by the SPSS 14.0 package. The reasons for home-baking were : fun(33.8%), quality time with the family(33.8%), and distrust in foodstuffs(13.5%). The respondents(38.9%) used home-baking premix products 2~3 times per year. And the respondents purchased home-baking premix products primarily for snack foods(83.3%). Among the selection attributes of home-baking premix products, the respondents considered the importance of 'sanitation'(m=4.16) a top priority, followed by 'taste'(m=4.15), 'ease of use'(m=4.12), 'detailed instructions' (m=4.05), 'quality of raw materials'(m=4.04), and 'origin'(m=3.91). However, in the case of satisfaction, 'ease of use' (m=3.81) was the most satisfying aspect, followed by 'detailed instructions'(m=3.67), 'sanitation'(m=3.56) and 'manufacturer' (m=3.48). According to importance-performance analysis(IPA), 'quality of raw materials' and 'origin', which were selection attributes, should be quickly improved. Also, 'taste', 'ease of use', 'detailed instructions' and 'sanitation' should be maintained. This survey found that the satisfaction levels for home-baking premix product selection attributes had a significant influence on overall satisfaction($F$=7.91, $p$ <0.001). In particular taste(${\beta}$=0.32, $t$=3.53, $p$ <0.001) had a meaningful effect on overall satisfaction. In addition, the satisfaction levels for home-baking premix product selection attributes affected repurchase intention($F$=8.61, $p$ <0.001).

• The Research Journal of the Costume Culture
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• v.20 no.3
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• pp.378-391
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• 2012

Loyalty programs are used by many fashion firms as marketing tools for reducing customer switching and increasing customer loyalty in keen market competition conditions. The purpose of this study is to explore and propose an effective implementation of a loyalty program for a targeted fashion firm's customers by grasping their perceived value of and satisfaction with the loyalty program. Questionnaires were administered to 329 college students in Gwangju. For data analysis, factor analysis, Chronbach's ${\alpha}$, correlation analysis, and a Structural Equation Model using the LISREL 8.30 program were applied. The results were as follows. First, the degree of perceived value of the loyalty program was classified according to cash value, convenience of use, aspirational value, and suitability of use. The aspirational value and cash value significantly affected the students' satisfaction with the loyalty program, but the convenience of use and suitability of use were not significant. Second, higher satisfaction with the loyalty program was related to higher overall customer satisfaction but did not affect customer trust and loyalty. Finally, higher overall satisfaction was related to customer trust but did not affect customer loyalty, and higher trust affected customer loyalty.

• Journal of Korea Society of Digital Industry and Information Management
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• v.8 no.3
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• pp.185-198
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• 2012

This paper is to analyze consumer's acceptance phase of innovative IT product on the ground of dividing into product and application phase. In the acceptance phase of product determinants to consumer's satisfaction were analyzed and TAM(Technology Acceptance Model) were applied to the acceptance phase of application. It is analyzed that how well expected usefulness and perceived satisfaction to product have positively influence its performance and perceived satisfaction respectively in the acceptance phase of the product. In the acceptance phase of application, factors to consumers' satisfaction were analyzed to investigate its influence to the usefulness of application. Usefulness expectancy to the application and product were analyzed to figure out consumers'intention to use the product and effort and cost going into application use were also analyzed. Empirical study was implemented aimed at smart phone users. As a result, perceived usefulness expectancy to product have positively influence on perceived product performance and perceived product performance also affects perceived product satisfaction significantly. Although product satisfaction doesn't affect usefulness expectancy to the application, usefulness expectancy to the product and perceived product performance have positively influence on usefulness expectancy to the application significantly. And also usefulness expectancy to the both of application and product have positively influence on consumer's intention to use the product but consumer's effort and cost going into application doesn't affect to it, it's hold forth the possibility that consumer's effort affect consumer's intention to use the product.