• 정보관리학회지
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• 제24권4호
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• pp.173-189
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• 2007

정보시스템을 사용하는 이용자들의 만족지수를 측정함으로써 시스템 투자 대비 효과를 정성적으로 측정할 수 있을 뿐만 아니라 향후 시스템의 효율성 및 시스템 개선노력을 위한 방안도 도출할 수 있다. 본 연구에서는 정보시스템의 이용자만족지수 모델을 제안하고 대표적인 정보시스템들의 이용자만족지수를 측정함으로써 이들 시스템 운영자 및 관리자들에게 시스템 만족도 제고 및 효율성 향상을 위한 개선방안을 제시하고자 한다. 본 연구의 수행을 위해 대표적인 정보시스템들을 대상으로 웹 설문조사를 실시하였으며, 분석결과를 바탕으로 만족지수를 산출하고 Matrix 분석을 통해 시스템 개선방안을 도출하였다.

• 한국경영과학회:학술대회논문집
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• 한국경영과학회 2006년도 추계학술대회
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• pp.453-466
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• 2006

The increasing popularity of the Internet has led to the emergence of online service delivered by websites. Given large investments in these websites, it is important to retain existing customers in online service contexts. In order to understand how website information and system attributes may influence perceived usefulness of using the websites, customer satisfaction, and ultimate continuous usage behaviors, we develop a model to integrate user satisfaction with technology acceptance. Furthermore, this integration is sharpened through the synthesis with research on continuous usage of online service based on customer satisfaction. We then test the model using a sample of 236 respondents who have used one of the most popular Internet blog and community service in South Korea within the last three months. The analysis results suggest that website information and system attributes play key roles in forming continuous intention of the service and perceived playfulness serves as an important moderator toward customer satisfaction. Our model is more likely to help link website design and invesment decisions to the strategy for retaining existing customers in the context of online service.

• Asia pacific journal of information systems
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• 제29권4호
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• pp.856-874
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• 2019

The performance of recommender systems (RS) has been measured mainly in terms of accuracy. However, there are other aspects of performance that are difficult to understand in terms of accuracy, such as coverage, serendipity, and satisfaction with recommended results. Moreover, particularly with RSs that suggest multiple items at a time, such as YouTube, user satisfaction with recommended results may vary not only depending on their accuracy, but also on their configuration, content, and design displayed to the user. This is true when classifying an RS as a single RS with one recommended result and as a multiple RS with diverse results. No empirical analysis has been conducted on the influence of the content and distribution of recommendation items on user satisfaction. In this study, we propose a research model representing the content and distribution of recommended items and how they affect user satisfaction with the RS. We focus on RSs that recommend multiple items. We performed an empirical analysis involving 149 YouTube users. The results suggest that user satisfaction with recommended results is significantly affected according to the HHI (Herfindahl-Hirschman Index). In addition, satisfaction significantly increased when the recommended item on the top of the list was the same category in terms of content that users were currently watching. Particularly when the purpose of using RS is hedonic, not utilitarian, the results showed greater satisfaction when the number of views of the recommended items was evenly distributed. However, other characteristics of selected content, such as view count and playback time, had relatively less impact on satisfaction with recommended items. To the best of our knowledge, this study is the first to show that the category concentration of items impacts user satisfaction on websites recommending diverse items in different categories using a content-based filtering system, such as YouTube. In addition, our use of the HHI index, which has been extensively used in economics research, to show the distributional characteristics of recommended items, is also unique. The HHI for categories of recommended items was useful in explaining user satisfaction.

• 한국정보시스템학회지:정보시스템연구
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• 제32권2호
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• pp.1-24
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• 2023

Purpose The aim of this study is to investigate how system quality, privacy concerns, and usefulness impact user satisfaction and word-of-mouth intention towards smart order services among Chinese consumers. The study also seeks to provide both theoretical and practical implications based on the findings. Design/methodology/approach This study conducted an empirical study on Chinese consumers through an online survey on 274 users of smart order service in China. To analyze the data, frequency analysis, reliability analysis, and confirmatory factor analysis were performed using SPSS 26.0 and AMOS 26.0 statistical programs, and structural equation model was used for hypothesis testing. Findings The study results are as follows. First, system quality was found to have a positive effect on usefulness and user satisfaction. Second, privacy concerns were found to have a positive effect on user satisfaction, but not on usefulness. Third, user satisfaction was found to have a positive effect on consumers' word-of-mouth intention of the smart order service. Finally, mediating effects were found between system quality and user satisfaction through usefulness, as well as between system quality, perceived privacy concern, and usefulness through user satisfaction.

• 한국비블리아학회지
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• 제22권1호
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• pp.193-210
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• 2011

현대 마케팅의 특징은 소비자지향성에 있다. 일반기업이 소비자만족을 목표로 모든 경영활동을 통합하듯이 도서관경영에서도 이용자만족을 목표로 모든 도서관업무를 계획하고 조직하고 지휘하고 통제하는 경영마인드가 필요하다. 본 논문에서는 마케팅지향적 경영철학의 실행을 위하여 소비자의사결정과정모델을 이용하여 도서관 이용자의 행동을 깊이 있게 이해하고 그 결과를 도서관 마케팅전략 수립에 활용하는 방안을 연구하였다.

• 한국경영과학회지
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• 제28권4호
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• pp.155-189
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• 2003

In this research, the comprehensive evaluation model of IS(information systems) for public sectors is theoretically constructed through reviewing and integrating previous IS evaluation-related research. This model is hypothesized to consist of five sectors(System Sector, User Sector, Organization and Management Sector, Resource Management Sector and Strategic Contribution Sector), ten evaluation items belonging to these five evaluation sectors, and sixty two evaluation indices for these ten evaluation items. The results of empirical analyses to test the validity of the research model show that the evaluation sectors turn out to be the same ones as proposed in the hypothetical model. The evaluation items(System Quality, Information Quality, Service Quality) in System Sector proves to be consistent with the hypothetical model. However, in case of User Sector, two evaluation items(Perceived Usefulness and User Satisfaction) which are included in the hypothetical model are found to be merged into one item(User Satisfaction). And, it is shown that four evaluation items such as the Efficiency of Internal Process, Customer Satisfaction, Organizational Innovation, and the Degree of Informatization competence improvement are included in Organization and Management Sector, differently from the research model in which the items, Organizational innovation and the Degree of Informatization competence improvement, are not divided. As a final result, sixty two evaluation indices that comprise all the evaluation items belonging to five sectors are found to be reduced to fifty seven ones through factor analyses, criterion-related validity tests and reliability analyses.

• 보건행정학회지
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• 제10권2호
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• pp.78-102
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• 2000

Factors influencing the success or failure of information systems9IS) have been discussed in many literes. However, little thertical development or empirical research has examined effectiveness of information systems in health center. This study evaluates several model that contribute to IS success in bealth center. In this study, we propose a process model that exhibits several variables influence one after another. These can be classified into six different dimensions. These inclube system aspect, invidual effect. The system aspect is classified by system quality, information quality and service quality. On individual and organizational aspect, this study uses computer self-efficacy and support of top management. The results of this study are as follows: according to multiple regression analysis of user satisfaction, information quality and support of top management are statistically significant influence on user satisfaction. System quality and service quality are a partially significant influence on user satisfaction. Hypothesis 5, proposing that computer self-efficacy would relate positively to user satisfaction, ws not supported by the questionnaire results. Based on these results, information quality and support of top management are very important variables for IS success.

• 한국군사과학기술학회지
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• 제19권2호
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• pp.261-271
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• 2016

The need and interest for a successful operation of Information System in the defense industry have increased due to a rapid development in ICT. However, research on adderssing such increased demand has been minimal. This paper introduces a Success Model for IS in the defense field based on literature reviews, and proves the performance of the proposed model. The verification results show that the quality factors of IS have positive influence on perceived usefulness and user satisfaction. The results, as well, imply that perceived usefulness and user satisfaction improves the operational performance of IS. Therefore, this study proves that quality factors of IS increase the operational performance through perceived usefulness and user satisfaction. Through this research, the patterns of information utilization in the defense IS is understood, and the directions for improving the operational performance of IS is presented.

• 한국IT서비스학회지
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• 제11권2호
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• pp.1-17
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• 2012

This study based on DeLone and McLean's IS success model aims to identify mobile office service factors affecting user satisfaction. The result of analysis showed that user satisfaction was positively related to job performance, and mobility and information quality affects user satisfaction. In addition to that, we carried out separated hypotheses test to investigate mobile office service factors depending on usage(frequently used functions) and job characteristics classified generally as either primary or support activities. As a result of this research, somewhat different results were derived. The main results of this study are that mobility is the most important factor affecting user satisfaction, and mobile office services should be more strictly guaranteed in quality especially if it supports primary activities of customer companies such as sales.

• 농촌계획
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• 제15권4호
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• pp.59-74
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• 2009

This study reviews and modifies general IS success models to find success factors of WIS(Web-based Information Systems) and to confirm the relationship between WIS success and user's satisfaction of web use. A WISSM(Web-based Information Success Model extended to include EQ(E-Quality) is developed to anticipate user's intention to use Web-based Agricultural Information System and fit into the survey data from 252 WIS users of RDA(Rural Development Administration). PLS is applied to estimate a structural model based on EQ-WISSM to test hypotheses including 1) users reach a high level of intention to use Web-based Information Systems when they feel a high level of interactivity among an 'E-Quality', 'Decision Making Support Satisfaction' and 'Task Support Satisfaction', and E-Quality boosts intention to use Web-based Information Systems. The results show high path coefficients and $R^2$ values and find followings; First, the EQ-WISSM explains the user's intention to use WAIS quite well. Second, E-Quality can be used well in web-based IS environment to predict IS Success. Finally, this research finds the importance of 'Task Support Satisfaction' as a mediator between 'Decision Making Support Satisfaction', 'E-Quality' and 'Intention to Use'.