• Journal of Convergence for Information Technology
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• v.9 no.8
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• pp.110-122
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• 2019

IT innovation, cultural revolution based on smart and social networks diversified sharing economy services. Due to the rising of business utilizing the sharing economy concept, it is important to better understand the motivational factors that drive and deterrent sharing economy services in the marketplace. Based on responses from 809 adult users, 3 drivers and 2 deterrents affecting intention to use of sharing economy services were identified. Then this study categorized sharing economy services as three types of segments based on consumer perceptions and subjectivity, and analyzed differencies of perceptions on motivational factors between groups. As a result, redistribution market group has shown meaningful different average scores on economic benefit, sustainability and social risk with other groups. Based on the empirical evidence, this study suggests several propositions for future studies and implications for sharing economy businesses on how to formulate optical strategies and manage users.

• 한국벤처창업학회:학술대회논문집
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• 2016.04a
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• pp.108-117
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• 2016

본 연구는 대학의 창업교육 서비스 품질이 교육만족과 창업역량, 창업의지에 미치는 영향에 관한 연구이다. 대학에서 다양한 창업교육이 진행되고 있지만 창업성과에 대한 연구는 많이 이루어지지 않고 있다. 본 연구에서는 창업성과를 높이기 위한 요인을 분석하기 위해 창업교육의 서비스 품질이 교육만족과 창업역량, 창업의지에 미치는 영향에 대해 살펴보았다. 첫째, 창업교육 서비스 품질을 측정하기 위해 서비스 품질에 대한 이론적 배경을 바탕으로 유형성, 신뢰성, 반응성, 확신성, 공감성 등 5개 요소 21개의 문항을 설정하고, 설문 분석 결과를 바탕으로 창업교육 서비스 품질이 교육만족과 창업역량에 미치는 영향을 알아보았다. 둘째, 고객 만족에 대한 선행연구를 바탕으로 창업교육 수강생의 교육만족을 정의하고, 창업역량의 요소 중 성취역량, 창의성역량, 개념화역량, 사회적 역량 등에 미치는 인과관계를 분석하였다. 셋째, 교육만족과 창업역량이 창업의지에 미치는 인과관계를 분석하였다. 그 결과, 창업교육 서비스 품질은 기존의 연구와 다르게 유형성과 신뢰성이 하나의 요인으로 분석되어 반응성, 확신성, 공감성 등 4개 요인으로 확인되었고, 4개의 요인으로 구성된 창업교육 서비스 품질이 교육만족과 창업역량에 영향을 주는 것으로 확인되었다. 또한, 창업역량 요인을 4개로 정의하여 설문을 분석한 결과 성취역량과 창의성역량이 하나의 요인으로 분석되어 개념화역량, 사회적 역량과 함께 3가지 요인으로 확인되었다. 이는 교육만족에 영향을 받는다는 것을 확인할 수 있었다. 창업의지는 창업역량에 영향을 받았지만, 교육만족에 직접적인 영향을 받지 않는 것으로 확인되었다. 이러한 결과는 교육만족이 창업역량을 통하여 창업의지에 간접적인 영향을 미친다는 것을 의미한다. 차후 연구에서는 대상을 여러 지역 혹은 전국으로 확대할 필요성이 있으며, 다른 변수와의 접근 방법을 가지고 연구되어야 할 것이다.

• Journal of the Korea Convergence Society
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• v.12 no.3
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• pp.85-98
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• 2021

Domestic delivery app services are taking a leap forward as the non-face-to-face culture spreads due to the COVID 19 situation and the industrial scale is also growing. In the expanding delivery app service market, we try to verify the structural relationship between variables by empirically analyzing the influencing factors of users' trust in rational and emotional factors. Delivery app service users trust and discriminate parameters in the relationship between rational and emotional factors. Satisfaction according to the trust of a valid delivery app service and service expansion model through word of mouth was designed. It was verified through a hypothesis whether it had an effect, and it can be used as a variety of service strategies for delivery app service users.

• Korea Trade Review
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• v.42 no.2
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• pp.77-96
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• 2017

This paper attempts to analyze the influences of Korean global retailer's service marketing mix on local customers' satisfaction and their loyalty behaviors. Based on a literature review, three hypotheses are putting forward. The data from 139 customers in Weihai, China were used to test these hypotheses. This paper used Structural Equation Modeling to identify the relationship among the service marketing mix, the customer satisfaction and the customer loyalty behaviors. According to the empirical analysis, this study showed satisfactory data-fit of the proposed model and supported two of the three hypotheses. The empirical results indicated that the service marketing mix factors except the promotion factor take significant effect on the local customer satisfaction, and this in turn have influence on the customer loyalty behaviors. The result shows that Korean global retailers will need to leverage service marketing mix strategically when entering China. Practical implications of these findings needs to be considered for the global retailer to establish an effective marketing strategy.

• Journal of Global Scholars of Marketing Science
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• v.2
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• pp.133-158
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• 1998

최근의 많은 연구에서 정보기술에 대한 서비스제공 및 서비스 질(qualiy)에 대한 평가와 측정도구의 개발이 활발하게 이르어져 왔다(Pitt et al 1998) 또한 서비스 주체가 인적 요인에서 무형의 매체로 전환되고 있으며, 이러한 원인은 정보기술의 응용성에서 찾을 수 있다. 따라서 본 연구에서는 기존의 서비스 관점을 정보기술의 응용분야의 한 핵심이 될 수 있는 정보통신분야의 이동 휴대통신을 중심으로 서비스 질을 평가하여 문제점과 대안을 탐색하고자 하였다. 정보통신분야는 기간산업으로서의 역할과 그 중요성이 더욱 증대되고 있으며, 개별 기업차원에서도 정보기술 인프라는 중요한 경쟁요인이 될 수 있다. 그러나 이 분야에 대한 연구가 미흡하고 단순한 지표를 통한 비교 등의 연구 방법론에 있어서도 미비하다고 볼 수 있다. 따라서 본 연구에서는 정보통신분야의 중요성을 인식하고 초기 단계의 이동 휴대통신 분야의 핵심역량을 규명하고 향후 서비스 전략의 성공요인을 찾아내고자 하였다. 이러한 연구를 수행하기 위해 서비스만족 변수를 대리 측정도구로 이용하여 정보통신 기술 부분, 정보제공 부분, 비용우위 및 차별화 부분을 통해 계층적으로 접근하였다. 본 연구의 결과는 크게 세부분으로 요약된다. 첫째, 정보통신기술 부분에 대해 혁신적이고 안정적일 때 서비스만족도는 우수한 것으로 분석되었다. 또한 통신장비 및 부가장비의 우수성도 서비스부분에 미치는 영향력이 큰 것으로 나타났다. 둘째, 정보제공과 서비스만족과의 관계에서는 필요정보에 대한 서비스 밀착도가 높으면 서비스만족도는 높은 것으로 분석되었다. 또한 정보제공 분야의 서비스 개발력은 서비스만족도에 미치는 영향정도도 크게 작용하는 것으로 나타났다. 셋째, 차별화 및 비용우위와 서비스만족과의 관계도 매우 유의한 것으로 분석되었다. 특히, 비용 및 요금은 서비스만족도에 결정적 영향변수로 나타났으며, 광고 및 홍보부분도 만족도의 영향변수로 분석되었다. 이러한 연구결과는 향후 서비스전략에 응용될 수 있으며, 이동 휴대통신분야의 성공요인을 가시적으로 분석할 수 있다. 본 연구의 한계점은 첫째, 실제 서비스를 제공하는 서비스 주체의 객관적인 평가가 부족하였고 이러한 상횡에서 정보통신 기술 서비스 능력이 잘 반영되지 못했다는 점을 들 수 있다. 둘째, 이동 통신의 분야별 연구를 통해 비교 평가가 세부적으로 이루어지지 못했으며 연구방법상 샘플조사의 한계와 객관적인 응답자료를 확보하기가 어려웠던 점을 들 수 있다. 마지막으로 분석결과에서는 변수간의 유의성이 있는 것으로 볼 수 있지만 측정도구가 미약하며, 향후 지속적인 연구와 측정도구의 개발이 필요하다고 볼 수 있다.

• Information Systems Review
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• v.13 no.3
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• pp.47-63
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• 2011

The rapid spread of the Smartphone usage among the public has brought great changes to the overall society. Aiming to gain their competitiveness with better Smartphone service quality, manufacturers are endeavoring to keep the pace with the popularization of mobile internet and social changes. Researches on the Smartphone service quality are actively undergoing in the academic circles as well. A great many of studies ranging from the past mobile services to the recent Smartphone services have thus far focused on proposing the systematic arrangement and the typology in terms of service quality, which in turn have provided the theoretical foundation and broaden the scope of comprehension. Besides technical aspects of the mobile and Smartphone services, the earlier studies in the behavioral domain, however, only took into considerations the positive aspect of users' satisfaction with the quality of services via new media devices like Smartphone. The rationale behind this mainly comes from the assumption that as the opposite definition of satisfaction is dissatisfaction, the services are not adopted if dissatisfied. However, it is not always true to conclude that service users are satisfied when the service is functionally fulfilled and dissatisfied otherwise. That is because there exist some cases that quality attributes provide satisfaction when achieved fully, but do not cause dissatisfaction when not fulfilled. And there also exist other cases that quality attributes are taken for granted when fulfilled but result in dissatisfaction when not fulfilled. To account this multi-dimensional feature of service quality attributes in relation with user satisfaction, this study took advantage of Kano model following the identification of a set of the Smartphone service quality attributes by investigating the previous studies. Categorizing of the service quality elements reflecting the customers' needs would perhaps help manage Smartphone service quality, enabling business managers to identify which quality attributes more emphasis to put on and what strategy to establish for the future.

• Journal of Digital Contents Society
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• v.16 no.4
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• pp.595-604
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• 2015

This study aimed to analyze service internship participation determinant contents of undergraduate students who major in airline service to influence their career. To accomplish this purpose, data collected from 211 students were analysed using logistic regression analysis. Personal characteristic, big 5character factors, social support were analysed as service internship determinant contents. The research results showed grade, GPA, broad experience, flight experience among personal characteristics and extraversion among big 5factors personality as significant service internship determinant contents of students. Also, the research results showed career preparation, career decision making self-efficacy and social support as non-significant service internship determinants of students. It was concluded that active participation with service internship is imperative for undergraduate students in airline service major to enhance career competence upon graduation.

• Journal of Global Scholars of Marketing Science
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• v.12
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• pp.77-97
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• 2003

The purpose of this study is to analyze how servant service factor of service marketing factors affects to customer's satisfaction, relationship quality, and commitment and consequently to see how these factors affect to revisit intention which is the hotel performance. The empirical results showed that technical factor and customer orientational factor had a significant influence on customer satisfaction and relationship quality, and functional factor affected to only relationship quality. Also customer and relationship quality had a significant influence, and commitment had a significant influence on revisit intention which is a performance factor. Specifically relationship quality built by the interrelationship between the purchasers and the suppliers showed higher influence than customer satisfaction's influence on the commitment. That is, when there is an interaction between trust on the employees and customer satisfaction, there is a greater synergy effect on the commitment. Although the degree of customer satisfaction is low, the commitment can be high with high effort of service providers. This implies that the attitude of service providers is the critical factor on the degree of commitment of service users.

• Journal of Korea Technology Innovation Society
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• v.22 no.2
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• pp.242-264
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• 2019

This study focuses on considering the factors affecting the user intention to adopt an intelligent service - A.I. speaker services. Currently there can be a considerable difference between the expectation and the realized diffusion of IT-based intelligent services. This study aims to find out this gap based on the idea of diver previous researches including TAM and UTAUT studies and to identify the direct and indirect effects of diverse factors such as security issues, perceived time pressure, service innovativeness, and the experience of these IT-based intelligent services. And this study considers the expected impact of perceived time pressure factor on the user acceptance of A.I. speaker services. In analysis results, not only the traditional factors such as the perceived usefulness and the hedonic/utilitarian motives but also the perceived time pressure, the perceived security issues, and the experience of the services should be considered as meaningful factors to affect the users adopting A.I. speaker services.

• Journal of Korea Society of Industrial Information Systems
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• v.12 no.5
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• pp.86-97
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• 2007

For continuous growth and diffusion of internet banking, it is important to investigate user resistance factors to internet banking. This study investigates the effects of individual characteristics, characteristics of internet banking and service quality factors on user resistance to internet banking. Individual characteristics include self-efficacy of computer, self-efficacy of internet banking, attitude to change, and innovative attitude. Characteristics of internet banking include relative advantage, compatibility, complexity, and perceived risk. Service quality was classified as 5 dimensions of SERVQUAL. The results of this study showed that self-efficacy of computer, self-efficacy of internet banking, compatibility, responsiveness, complexity, perceived risk, reliability and empathy had a significant effect on user resistance to internet banking.