• Journal of Korea Port Economic Association
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• v.25 no.3
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• pp.339-360
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• 2009

In recent years, the quality and safety requirements in the shipping industries have been more stringent than the previous requirements. It is essential to effective quality management system which can cope with a change in shipping business environment and improve shipping service performance to get competitiveness in the international shipping market. This study on the focus of the Korean shipping company which provides shipping transportation service examined following issues. First, how each of the key factors of ISO 9001 quality management affects service performance, internal customer satisfaction and customer orientation. Second, how the internal customer satisfaction affects service performance and customer orientation. Third, customer orientation affects service performance.

• The Journal of the Korea Contents Association
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• v.6 no.10
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• pp.89-98
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• 2006

Mobile contents mean all contents that could be served by mobile terminals. The mobile contents are categorized by three areas, which are communication, information and entertainment. Since the various mobile contents have own characteristics, there are differentiations among the service success factors according to types of the contents. In this paper, we do not only derive important factors that influence success of mobile contents services, but also analyze how the factors influence the success of mobile services. We also analyze whether measures of the factors might differ significantly among the types of mobile contents services.

• 한국IT서비스학회:학술대회논문집
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• 2005.11a
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• pp.311-318
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• 2005

최근 정보 시스템의 기능이 복잡화, 거대화하고 있는 추세에 따라 감리인이 수작업으로 시험시나리오를 작성하고, 검증시험을 실시하는 것은 매우 비효율적이라고 할 수 있으며, 결과로 얻어진 증적 자료는 신뢰성 및 객관성 면에서 한계를 가지게 된다. 정보시스템 감리의 시험단계에 대하여 적정한 시험도구를 도입 ${\cdot}$ 적용함으로써 감리 시행의 효율성을 제고하고 정량적인 판단 근거를 제시하여, 감리 의견의 신뢰성 및 일관성을 확보하는데 도움이 될 수 있다. 본 연구에서는 감리서비스요인이 감리품질과 감리성과간의 관계에 미치는 영향과 이들과 자동화 도구 적용의 적합관계를 규명하고, 나아가서 감리품질과 감리성과간의 관계를 규명하고자 하였다. 연구결과, 자동화 도구가 감리품질에 유의한 영향요인이며, 또한 감리품질은 감리성과에, 그리고 자동화 도구의 적용이 감리성과에 유의한 영향을 미치는 것으로 밝혀졌다.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.9 no.1
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• pp.133-140
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• 2014

The purpose of this research was to identify how service composition factor impact organizational performance of long-term care facilities for elderly people. The target population was the staffs who were working at long-term care facilities for elderly people in urban areas of Seoul, Inchon and cities in Kyonggi-do as of September 2012. Independent variables, main factors for organizational performances, are leadership, educational training, compensation, initiative, and service quality. Dependent variables are selected as duty satisfaction, job performance, financial aptitude and beneficiary-oriented policy. SPSS ver18.0 statistical computer program was conducted in order to analyze the multivariate statistical data. The results are examined in detail in terms of the influence of two managing systems in the senior-care service on the organizational performance and the evaluations of the relation and difference caused by the input variables in two managing systems. In one case of the influence of two managing systems in the senior-care service on the organizational performance, the findings show 1) the influence of the service managing factor is clearly related to duty satisfaction with the result of 0.001 (F=37.429) regression data, 2) the influence of the service managing factor is clearly related to job performance with the result of 0.001 (F=55.099) regression data, 3) the influence of the service managing factor is closely related to financial aptitude with the result of 0.001 (F=56.904) regression data, and 4) the influence of the service managing factor is also clearly related to beneficiary-oriented policy with the result of 0.001 (F=61.367) regression data.

• Journal of the Korean Society for information Management
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• v.24 no.2
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• pp.5-27
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• 2007

While $LibQUAL+^{TM}$ is in the headlines of many articles focusing on library service evaluations, little research has been conducted to study the relationship between the $LibQUAL+^{TM}$ factors and the adoption of library services. It remains unclear whether the factors of $LibQUAL+^{TM}$ have any effect on its adoption. A framework was adapted from Icek Ajzen's theory of planned behavior and proposed to extract factors affecting the adoption of library services. The factors were examined via data collection from a Web-based questionnaire survey with college students in the United States. Factor analyses and multiple regression analysis were conducted. Findings show that the intention to use library services is explained by attitude toward library service quality. The attitudinal factors that are significant are (1) perceived personal control, (2) perceived affect of service, and (3) perceived comprehensiveness of information. The relative importance among the factors is also represented by the numbered sequence. However, perceived timeliness of information access and the perception of library as place do not have a significant effect on the intention. This study extends the research on library service evaluation, and provides a new evaluation framework by applying adoption behaviors.

• Journal of the Korean Society for Library and Information Science
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• v.50 no.1
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• pp.133-159
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• 2016

The purpose of this study is to analyze related studies and domestic/international online reference cases, extract obstructive factors present in online reference services, and reveal whether or not there are differences in perception between the university librarian and the users. The results with respect to the failure of the resources revealed that while the user considers the quantitative / qualitative shortage of content as the greatest obstacle in the online reference service, librarians see the lack of human resources (Specialist Librarian / trained staff) in this light. Users think this is the least of the problems. In addition, other obstacles that are the most highly evaluated by librarians are, in order, the limitation of service because of copyright issues, the difficulty of information retrieval and complexity of methods of use, and a general lack of information in the reference services menu and missing information in the main menu. For the users the other most important obstacles were similar with the limitation of service because of copyright issues being highest, followed by the difficulty of access because of the confusion over service names, and the general lack of information in the reference services menu and missing information in the main menu.

• The Journal of the Korea Contents Association
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• v.8 no.2
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• pp.150-163
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• 2008

It is said that customers buy not products but brands embedded in their mind, so that they are used as a key tool of strong marketing strategy. The present paper is a study on service brand equity, on which much research has not been conducted. The purpose of the present study is to propose the way to manage service brand equity which is essential to gaining competitive superiority by examining the effect of the factors of marketing communication on it. The researcher presented a research model by inquiring into existing researches on marketing communication and service brand equity and set up a research hypothesis. Internet service was chosen as the subject of the study. The reason for this is that it is the most intangible and there is no difference in price and quality, so that it is actively being marketed. The present positive study verified the relation between the factors of marketing communication such as advertising, public relations, sales promotion, and word-of-mouth advertising and brand recognition, brand image, and brand loyalty. The results of the positive study are as follows. Advertising, sales promotion and word-of-mouth advertising had an effect on brand recognition. Public relations, sales promotion and word-of-mouth advertising had an effect on brand image. Brand image and brand recognition affected brand loyalty.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.14 no.4
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• pp.161-178
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• 2019

The purpose of this study is to analyze the effect of characteristics of the online shopping mall website and the service quality factors required on the online service on the reliability and repurchase intention. Through this, the key customer response service and operation management strategy can be proposed for the growth of kidult online shopping mall which is continuously spreading. Also, implications for development direction can be suggested. For this purpose, the ES-QUAL and E-Rec-S-QUAL factors proposed by Parasuraman et al.(2005) were set as independent variables, as well as professionalism, diversity, playfulness, and personalization, and website reliability as a mediating factor, and repurchase intention as a dependent variable. For the analysis, a structured questionnaires survey was conducted to 200 domestic online shopping mall users. The main results are as follows. First, the professionalism, personalization in the characteristics, and service quality factors had positive effects on website reliability. Second, playfulness, personalization in the characteristics, and service quality factors had positive effects on repurchase intention. Third, website reliability had a positive effect on repurchase intention. Fourth, website reliability was found to mediate the relationship between predictive (independent) variables and dependent variables. The above results show that if a professional online shopping mall is equipped with online service quality and establish personalization through enhancing the professionalism, the online shopping mall can form a website reliability and expect to build continuous relationship with customers. In addition, implications can be suggested for future customer response service and operation management strategies.

• Journal of Digital Convergence
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• v.20 no.2
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• pp.91-105
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• 2022

Most of the preceding studies related to Internet Primary banks are studies on laws, regulations, and expected effects of introduction, and studies on financial consumers' intention to switch to financial services are insufficient. Apply to the PPM(Push-Pull-Mooring)theory to find out the factors that influence financial consumers' intention to switch services from commercial banks to Internet Primary banks. A survey was conducted service users, 1st-order and 2nd-order factor analysis were performed using Smart PLS 3.0. As a result, it was confirmed that the Pull, Push and Mooring had a positive (+) effect on the Intention to Switch, and the Mooring, which is a moderating variable, did not have a moderating effect on the Intention to Switch of the Push and the Pull. The scope of application of the PPM theory, which was used in the service conversion research, was extended to Fintech services, and it can provide various practical useful implications, such as the strategy and spread of Internet Primary banks, and it will be used in various studies to study consumer attitudes.

• Management & Information Systems Review
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• v.31 no.1
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• pp.205-219
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• 2012

This study is to understand how why users fail to service and how users use service recovery strategics. This study use equity theory to understand how perceived justices have influence on trust and to identify how trust has influence on service quality. This study used scenario techquie to get user experience of service failure in smartphone application. Scenario is composed of 16 sub scenario and we conducted survey with each case. The results show that interpersonal justice and distributed justice have significantly influence on trust. However, procedural justice has not influence on trust. Service quality is influenced by trust. This paper conclude with statements of implications and limitations of the study results.