• The Journal of Industrial Distribution & Business
• /
• v.9 no.12
• /
• pp.31-43
• /
• 2018

Purpose - Smartphone shopping malls provide customers with a variety of tangible and intangible services including web sites, web design, use convenience, information for products and shopping and various after services. Accordingly, it is needed to expand and classify service qualities based on the various services provided by smartphone shopping malls, and then analyze path structures of smartphone shopping malls' qualities → customer satisfaction → behavioral intention. The purpose of this study is to categorize the qualities of smartphone shopping mall users based on the e-SERVQUAL by Lee(2002) and the SERVQUAL by Parasuraman et al.(1988, 2005), the smartphone shopping malls' service qualities based on service quality of smartphone shopping malls used in the previous use studies, and the Website quality factors of service industry and to analyze path structure of smartphone shopping mall's qualities → customer satisfaction → behavioral intention on college students in order to confirm the system of smartphone shopping malls' qualities. Research design, data, and methodology - This study's survey was carried out on the college students of university located in northeastern of Seoul. It was from December 7 - 15, 2017, and a total of 240 questionnaires were distributed, with 228 collected. Of them, effective questionnaires used in the final study were a total of 201 except 27 that couldn't be used. In this study, empirical analysis was done with factor analysis, correlation analysis, multiple regression analysis, simple multiple regression analysis and moderating regression analysis by using Statistics Package SPSS18.0. Results - The study results are as follows: First, smartphone shopping malls' qualities were classified into six categories like customer system quality, Web design quality, convenience quality, information-offering quality, service quality, and product quality. Second, it showed that system quality, Web design quality, and information-offering quality had a positive impact on customer satisfaction, respectively. Third, it suggested that quality factors of smartphone shopping mall users had a positive impact on customer satisfaction in the order of quality, information-offering quality, system quality and Web design quality. Finally, it showed that customer service quality, product quality, and convenience quality did not have a positive impact on customer satisfaction. In addition, it said that customer satisfaction of smartphone shopping mall users had a positive impact on behavioral intention and thereby, the higher the customer satisfaction was, the higher the relations between reuse intention and recommendation intention were. Meanwhile, moderating regression analysis showed that trust did not have moderating effect in the relations between customer satisfaction and behavioral intention. The above study revealed that smartphone shopping malls' qualities were classified into six categories and it was possible to generalize after empirical analysis was made in the path structure. Conclusions - Smartphone shopping mall users consider usefulness of obtaining shopping information and quality on quick and abundant shopping information more important than access environment of smartphone shopping malls and kind services of smartphone shopping mall managers. Thereby, smartphone shopping mall marketers need to take service qualities like system quality and information-offering quality into more consideration.

• Journal of the Korea Society of Computer and Information
• /
• v.17 no.10
• /
• pp.185-192
• /
• 2012

Call Center requires an ability of agents a lot more than face-to-face contact due to being achieved communication by non face-to face channel for contact with customers. In order to improve the ability of agents, Call Center carries out various educational training according to their work experience and function and with the accomplishment of educational training, Call Center is going to fulfill to develop its quality of counseling and productivity. On the other hand, due to investment of a lot of time and budget to educational training, it is needed to grasp and manage about its effectiveness that how helpful the training is for performance of work-site operations through evaluation of educational training. Having Seen researches about evaluation of educational training until these days, most researches have mainstream to measure satisfaction and a level of learning or degree that how the learning transfers to actions. It is found that a research about an entire evaluation model should be required. This study aims to investigate effectiveness of Call Center educational training from the level of recognition by reflecting Kirkpatrick's the four levels of learning evaluation. By the four levels, reaction, learning, behavior and results, the study found out a connection with standards of evaluation about each levels. In addition, by using structural equation modeling, it was examined goodness of fit about the entire model. Furthermore, by an alternative model, considering a direct relation between a factor of reaction and behavior, it was compared and examined goodness of fit of overall model of the study model and the alternative one.

• The Journal of Industrial Distribution & Business
• /
• v.8 no.5
• /
• pp.95-109
• /
• 2017

Purpose - The purpose of this study is to classify the quality factors of coffee shop customers with the service quality based on the SERVQUAL, selection attributes, and service qualities used in previous studies. The path structure of coffee shops' quality factors → customer satisfaction → trust → behavioral intention was analyzed in order to confirm the system of coffee shops' quality factors. Research design, data, and methodology - The survey of was conducted with college students of Kangwon University. A total of 250 questionnaires were distributed, with 232 collected. Of them, Excluding 36 respondents' because of incomplete answers and missing values, 196 responses were used in the final analysis. Empirical analysis was made through factor analysis, correlation analysis, multiple regression analysis, simple regression analysis and mediating regression analysis by using Statistics Package SPSS 19.0. Results - The results are as follows: Firstly, coffee shops' quality factors were classified into seven categories like service encounter quality, product quality, cleanliness, overall interior, purchase quality, convenience, and aesthetics. Secondly, service encounter quality, product quality, purchase quality, and aesthetics had a positive effect on customer satisfaction, respectively. Thirdly, it showed that service encounter quality, product quality, overall interior, purchase quality, and aesthetics had a positive effect on trust, respectively. Fourthly, customer satisfaction had a positive effect on behavioral intention. Lastly, after verifying the effect relations of trust between customer satisfaction about coffee shop and behavioral intention, customer satisfaction has a positive effect on trust and trust has a positive effect on behavioral intention. On the other hand, trust did not have a mediating effect between customer satisfaction and behavioral intention. But, cleanliness, convenience, and overall interior did not have a positive effect on customer satisfaction. Conclusions - Coffee shop consumers put importance on price, discount systems, taste, and freshness, but more on courteous and kind services of coffee shop staff or comfortable and calming atmosphere of inner space. Thereby, coffee shop marketers need to take factors like service encounter quality and aesthetics into more consideration. In addition, customer satisfaction has an effect on trust, while trust on behavioral intention, even though trust is not mediated between customer satisfaction and behavior intention.

• Korean Security Journal
• /
• no.17
• /
• pp.255-276
• /
• 2008

The important items, which should be considered in Private Investigation Law, can include subjects, licenses, the scope of business, qualifying examinations, and supervisory and penal provisions. The subjects of Private Investigation Law should be permitted to be both natural persons and juridical persons in terms of providing various services, but should be permitted to be juridical persons and should be administered on a license system, even in order to ensure public interests. Concretely, the introduction scope of Private Investigation Law can be regulated to include the followings: that is, investigating the whereabouts identification of runaways and missing children, investigating the personal identification, habit, way of action, motivation, whereabouts identification, real child confirmation, association, transaction, reputation, and personality of specific persons or specific groups, investigating the whereabouts identification of missing persons, owners of government-vested properties or renounced properties, investigating the whereabouts of lost properties or stolen properties, investigating the causes of fire, character defamation, slander, damage, accident, physical disability, infringement on real estate or movable property, and investigating all sorts of accidents including traffic accidents, insurance accidents, and medical malpractices. In the qualifying examination, examinees' age should be restricted to be over age 25. The person, who is exempted from its primary examination, should be restricted to be the person, who has the career of over 20 years in related fields, in consideration of its equity with other certificates of qualification. In the supervisory institution, as the policy institution is the supervisory institution in many countries including France (the police) and Japan (public security committee), so the National Policy Agency should be the supervisory institution in consideration of management aspects. In the penal regulations, especially, we should clarify the management of personal information (personal information protection, personal information management), and so should prevent the infringement of people's basic rights, and then should ensure the public interest.

• Management & Information Systems Review
• /
• v.33 no.1
• /
• pp.17-43
• /
• 2014

research tries to present the role of perceived justice and authenticity in service recovery process. Prior research on the service recovery have focused on relationship among perceived justice, recovery satisfaction and positive customer behavior. Especially perceived justice including distributive, procedural, and interactional justice has addressed as most important antecedents of recovery satisfaction. Although the pivotal role of perceived justice for successful service recovery has agreed by many researchers, relatively little attention has been paid to emotional aspect of customer. During the service recovery process, even if customer perceived recovery effort from service provider as justice one, they might feel displeasure or dissatisfaction. It means prior researches have underestimated the importance of emotional aspect while they focus on cognitive aspects. The one research focused on emotional aspects examined effect of authenticity in service context with other related factors. However, solely examined effect of authenticity is not enough to present proper implication effect between justice and authenticity so that it can be understood more clearly. In this study, we examined customer reactions to service failure and recovery process in restaurant service settings. Specifically, we focused on the moderating effect of authenticity on the paths between perceived justice and outcome variables such as forgiveness and recovery satisfaction.

• Journal of Service Research and Studies
• /
• v.9 no.3
• /
• pp.17-38
• /
• 2019

With recent dispersion of sharing economy, consumption culture of sharing, instead of ownership, gets wide spread in the age groups of 20-30. Even though the market of car sharing expands rapidly, little research has been done in the area of service quality and consumer behavior regarding car sharing services. Given that future market potential gets larger, it seems highly meaningful to conduct research on customer satisfaction and their usage behavior regarding car sharing services. This paper intends to analyze main factors affecting overall customer satisfaction on car sharing services; satisfaction on service quality, satisfaction on service product, and satisfaction on service experience. Each dimension of the three factors is also analyzed to see if there is any differences between major three brands. Further analysis has been done for checking any effects of gender and usage purpose of customers on the overall customer satisfaction. Key results of the analysis show all the three main factors have significant effect on overall customer satisfaction. Each dimension of service quality has significant effect on satisfaction on service quality. Dimensions of parking lot accessability and vehicle maintenance in service product evaluation, have greater effect on satisfaction on service product. In service experience, positive affect have greater effect than negative affect on satisfaction on service experience. Women users perceive larger overall customer satisfaction on car sharing services than men users. On the types of usage purpose, Users with purpose of tour and dating/meeing friends perceive larger overall customer satisfaction on car sharing services than user without it. Further managerial implications of car sharing services are also provided.

• Journal of Service Research and Studies
• /
• v.10 no.2
• /
• pp.1-15
• /
• 2020

As big data become more important socially and economically in recent years, many problems have been derived from the indiscriminate application of big data. Big data are valuable because it can figure out the meaning of informative information hidden within the data. In particular, to predict customer behavior patterns and experiences, structured data that were extracted from Customer Relationship Management (CRM) or unstructured data that were extracted from Social Network Service(SNS) can be defined as a population to interpret the data, during which many errors can occur. However, those errors are usually overlooked. In addition to data analysis techniques, some data, which should be considered in the analysis, are not included in the population and thus do not show any meaningful patterns. Therefore, this study presents the measurement and interpretation of the data generated when the cause of error in the population setting is strong relationship and interaction between people or a person and an object. In other words, it will be shown that if the relationship and interaction are strong, it is important to include data collected from the perspective of user experience and ethnography in the population by comparing various cases of big data application, through which the meaning will be derived and the best direction will be suggested.

• Information Systems Review
• /
• v.17 no.3
• /
• pp.95-111
• /
• 2015

The recommendation system automatically provides the predicted items which are expected to be purchased by analyzing the previous customer behaviors. This recommendation system has been applied to many e-commerce businesses, and it is generating positive effects on user convenience as well as the company's revenue. However, there are several limitations of the existing recommendation systems. They do not reflect specific criteria for evaluating products or the factors that affect customer buying decisions. Thus, our research proposes a collaborative recommendation model algorithm that utilizes each customer's online product reviews. This study deploys topic modeling method for customer opinion mining. Also, it adopts a kernel-based machine learning concept by selecting kernels explaining individual similarities in accordance with customers' purchase history and online reviews. Our study further applies a multiple kernel learning algorithm to integrate the kernelsinto a combined model for predicting the product ratings, and it verifies its validity with a data set (including purchased item, product rating, and online review) of BestBuy, an online consumer electronics store. This study theoretically implicates by suggesting a new method for the online recommendation system, i.e., a collaborative recommendation method using topic modeling and kernel-based learning.

• 대한공업교육학회지
• /
• v.44 no.1
• /
• pp.190-208
• /
• 2019

This study was carried out to evaluate the job implementation of in-service training on career education & guidance teacher's career education in the National Education Training Institute. To accomplish this purpose, pre-survey & pre-survey, sucess case method, and return on expectation were investigated after 3 months completing in-service teacher training. The populations of this study were conducted for 136 career education & guidance teachers who completed in-service teacher training at the National Education Training Institute in July, 2018, and it was conducted by survey research and qualitative content analysis of job implementation. Among the 136 trainees who completed the training, 75 responded to the job implementation survey and 4 people participated in the successful case technique. As a result, the average value of job implementation was 4.17 out of 5 points, which was relatively high. The success case technique was analyzed by interviewing success cases and failure cases. Behavior change according to job implementation was the biggest role of Planner, followed by role of Instructor, role of Career educator, role of Learner. In addition, the case analysis provided the opinions of the interviewers in terms of motivation, competence, and environment for job implementation. In terms of the return on expectation, 85.3% of the respondents were positive, and the net promoter score was .85, indicating that the participants were satisfied with their willingness to participate in the training again. Based on the results of this study, we suggest that it will be required to study about new training methods and extra factor analysis.

• The Korean Journal of Franchise Management
• /
• v.10 no.3
• /
• pp.37-52
• /
• 2019

Purpose - This study examined the relationship between service quality, perceived value, customer satisfaction and behavioral intention of coffee shop using CoffeeSERV scale. In this model, CoffeeSERV scale consists of fundamental characteristics, physical environment, confidence, beverage characteristics, and representation factors. In particular, this study tried to demonstrate the moderating effect of customer's regulatory focus orientation among in the relationships between service quality, perceived value, customer satisfaction and behavioral intention. Research design, data, and methodology - This study intends to expand the existing service quality research by using the coffee shop service quality measurement tool developed by domestic researchers. I wanted to find some implications for the trend. In particular, this study applied the regulatory focus theory to identify individual differences of customers regulatory focusing motivation. In order to verify several hypotheses, the data were 227 college students and analyzed with SPSS/PC 21.0 and SmartPLS 3 program. The moderating role of customer's regulatory focusing motivation was tested using multi-group analysis with SmartPLS 3 program. Results - The resutls are as follows. First, the fundamental characteristic factors only had a significant influence on the utilitarian value perception, but in the hedonic value perception, all other service factors except for the beverage characteristic had a statistically significant effect. Second, utilitarian and hedonic value had significant effects on customer satisfaction. Third, customer satisfaction had a significant effect on behavioral intention. Finally, the regulatory focus orientation played a moderating role in the relationship between beverage characteristic - utilitarian value, representation - utilitarian value, fundamental characteristic - hedonic value, physical environment - hedonic value, confidence - hedonic value, and utilitarian value - behavioral intention. Conclusions - The results of this study show that the various service quality factors that make up the CoffeeSERV scale have different effects on utilitarian and hedonic value. This means that perceived benefits from product and service experience have different impacts on the customer's experience. Therefore, marketers should identify the impacts of service quality dimension that customers who use coffee shops consider important, understand the impact process of these quality factors on experience value, customer satisfaction, and behavioral intention, and allocate limited marketing budget. The results also show that it is possible to establish differentiatied response strategies using customer's regulatory focus orientation to find ways to enhance utlitarian and hedonic value, customer satisfaction, and behavioral intention using various Coffeeshop service quality factors. At the end of this paper, some limitations and future research directions were suggested.