• The Journal of the Korea Contents Association
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• v.21 no.11
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• pp.350-360
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• 2021

Due to COVID-19 and minimum wage raise, rate of adoption of zero contact payment methods, such as kiosk, had increased rapidly in 2018. Although there exist users who have trouble utilizing it, kiosk is growing consistently, especially in food service industry. Main goal of this research is to verify antecedent of satisfaction level which affects continuance intention of kiosk in terms of quality and execute through examination of kiosk users on fast-food industry, which employs kiosk most predominantly. The result of this research showed that information accessibility (environment quality), convenience of order process (process quality), and addition of beneficial supplementary service (process quality) of kiosk had influence on customer satisfaction level which in turn, also affected continuance intention, but order payment readiness, which is consequence quality, had no effect on satisfaction level. With pervasion and indispensable increase in zero contact payment market, this research expanded our knowledge on kiosk user and established kiosk quality figure that can improve user satisfaction level and continuance intention, ultimately proposing selection guide of kiosk and securing competitiveness for stores.

• 한국벤처창업학회:학술대회논문집
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• 2020.06a
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• pp.167-171
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• 2020

최근 다양한 산업에서 키오스크를 활용한 서비스가 확대되고 있으며 현대증권의 보고서에 따르면 세계적으로 키오스크 시장이 2021년도 까지 연평균 17%의 성장률을 기록할 것이라고 전망되어진다. 이와 같은 배경에서 국내에서도 키오스크 제조, 관리업이 늘어나고 있으며 창의적인 기술력을 바탕으로 차별성을 둔 스타트업들의 진출도 보이고 있다. 하지만, 대부분의 제조, 관리업자들은 1차 소비자인 설치 매장의 관점에서 접근을 하여 서비스 개선을 이루어 내기에 여전히 키오스크를 실제 사용하는 소비자의 불편 및 불만에 대한 개선은 부족한 실정이며 학계에서도 디자인, UI, 기술수용 등 다양한 방면으로 연구가 진행되고 있지만 현실적인 효과의 확인에는 어려움을 호소하기에 본 연구에서는 실제 소비자의 관점에서 키오스크를 사용함에 있어서 중점을 두는 요인들과 현재 연구가 이루어지고 있는 주제들을 중심으로 핵심 요인 10가지를 추출하여 이를 다시 품질속성 분류와 만족수준 측정을 진행하였다. 본 연구에서는 Kano를 활용하여 품질속성을 분류하고 이 과정에서 모델의 단점으로 인해 발생하는 문제점을 보완하기 위해 추가적으로 Timko를 통해 만족계수와 불만족계수 측정과 PCSI를 통한 현재 만족수준을 확인하여 복합적으로 해석하고 이를 통해 최종적인 서비스개선 순위를 시사하는 방향으로 본 연구를 진행하였다.

• The Journal of Society for e-Business Studies
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• v.9 no.1
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• pp.285-301
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• 2004

Public service provision through internet is one of major parts for e-government implementation. It is essential to link the internal administrative network with internet to provide the services through internet and to support kiosks through internet, which should result in critical issues for security. A relay server, as a front server for the public service processing system and a web server, a control server for kiosks, are placed between the public service processing system and kiosks to solve those security issues. It is the way to solve security issues through protecting direct communication between the public service processing system and a web server and authenticating a relay server and a web server through authentication process. In the implementation of the system this paper provide a design for an architecture model of the public service processing system through internet, which are aiming to develop high level of the quality system effectively, to reduce the risk of initial stage of development, and to reduce the incurring cost due to reworks.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.17 no.4
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• pp.193-204
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• 2022

This study analyzed the degree of influence of measurement and improvement of customer satisfaction level targeting kiosk users. In modern times, due to the development of technology and the improvement of the online environment, the probability that simple labor tasks will disappear after 10 years is close to 90%. Even in domestic research, it is predicted that 'simple labor jobs' will disappear due to the influence of advanced technology with a probability of about 36%. there is. In particular, as the demand for non-face-to-face services increases due to the Corona 19 virus, which is recently spreading globally, the trend of introducing kiosks has accelerated, and the global market will grow to 83.5 billion won in 2021, showing an average annual growth rate of 8.9%. there is. However, due to the unmanned nature of these kiosks, some consumers still have difficulties in using them, and consumers who are not familiar with the use of these technologies have a negative attitude towards service co-producers due to rejection of non-face-to-face services and anxiety about service errors. Lack of understanding leads to role conflicts between sales clerks and consumers, or inequality is being created in terms of service provision and generations accustomed to using technology. In addition, since kiosk is a representative technology-based self-service industry, if the user feels uncomfortable or requires additional labor, the overall service value decreases and the growth of the kiosk industry itself can be suppressed. It is important. Therefore, interviews were conducted on the main points of direct use with actual users centered on display color scheme, text size, device design, device size, internal UI (interface), amount of information, recognition sensor (barcode, NFC, etc.), Display brightness, self-event, and reaction speed items were extracted. Afterwards, using the questionnaire, the Kano model quality attribute classification of each expected evaluation item was carried out, and Timko's customer satisfaction coefficient, which can be calculated with accurate numerical values The PCSI Index analysis was additionally performed to determine the improvement priorities by finally classifying the improvement impact of the kiosk expected evaluation items through research. As a result, the impact of improvement appears in the order of internal UI (interface), text size, recognition sensor (barcode, NFC, etc.), reaction speed, self-event, display brightness, amount of information, device size, device design, and display color scheme. Through this, we intend to contribute to a comprehensive comparison of kiosk-based research in each field and to set the direction for improvement in the venture industry.

• Journal of Industrial Convergence
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• v.22 no.1
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• pp.117-125
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• 2024

The purpose of this study is to investigate the impact of airline customers' technology readiness on TBSS quality and intention to use. Data were collected from 153 outbound customers waiting for kiosk self-check-in and self-bag drop. For data analysis, CFA and correlation analysis were conducted to test reliability and validity, and the hypothesis was tested using SEM. The results are as follows. Among the technology readiness factors, optimism and innovativeness were found to have a significant positive effect on TBSS quality. Discomfort was found to have no effect on TBSS quality, and insecurity was found to have a significant negative effect on TBSS quality. Second, TBSS quality was found to have a significant positive effect on intention to use. Third, optimism and innovativeness were found to have a significant positive effect on intention to use, while discomfort and insecurity had no effect. Therefore, optimism and innovativeness are important to improve TBSS quality and intention to use.

• Journal of the Institute of Electronics Engineers of Korea SP
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• v.43 no.2 s.308
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• pp.48-56
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• 2006

This paper introduces design and implementation of digital photo kiosk system, digital photo printing system, with auto color correction module that considers gamut between touch screen and output device, digital photo printer, to provide user-preferred media. This module performs media correction function to service high quality contents for image captured by digital camera and mobile phone camera. Since it is implemented as LUT for real-time processing, the system offers one-touch interface to user. As a result of implementation, this kiosk system provides user-favorite photo because of black and white mode, sepia mode, and brightness and contrast adjustment. Also it can gives smooth tone transition and photos of similar color to captured image due to auto color correction module.

• Journal of Korea Society of Digital Industry and Information Management
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• v.19 no.3
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• pp.77-88
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• 2023

This study focuses on hotel kiosks that have begun to be introduced in earnest in mid-priced hotels, and the quality attributes of hotel kiosks, which are expected to be introduced throughout the hotel industry in the future, and validates them using a revised IPA(Importance-Performance Analysis). An online survey was conducted targeting hotel users who had used hotel kiosk devices, and difference analysis and IPA analysis were conducted on 239 people, excluding 61 who responded insincerely. As a result of the verification, there was no significant difference in hotel kiosk quality attributes by age, but there was no significant difference by age. It was found that there was a significant difference. As a result of analyzing the difference between importance and satisfaction, it was found that there was a partially significant difference. These results suggest standards for quality attributes in hotel kiosks and provide academic implications for future research and practical implications for hotel management practitioners.

• Journal of Korea Society of Digital Industry and Information Management
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• v.19 no.4
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• pp.193-203
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• 2023

This study aims to propose a reasonable and effective kiosk operation plan for hotels planning to introduce kiosks by verifying how the quality attributes of hotel kiosks, which have recently been rapidly increasing starting with mid-priced hotels, affect customer satisfaction and relationship continuity intention. An online survey was conducted for customers using hotel kiosks. 300 copies were collected, 61 insincere responses were removed, and 239 copies were verified. As a result of the analysis, first, hotel kiosk quality attributes, display color, device design, internal UI, amount of information, display brightness and response speed were found to have a significant impact on customer satisfaction and were partially adopted. Second, in terms of relationship continuity intention, the display color, internal UI, amount of information, and response speed were found to be significant and were partially adopted. Third, customer satisfaction showed significant results in relationship continuity intention. These research results showed partial differences from previous studies on general kiosk users and restaurant kiosk users, and based on these results, academic and practical implications were derived.

• Journal of Service Research and Studies
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• v.13 no.2
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• pp.41-61
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• 2023

The universal form of life in the era of the 4th industrial revolution can probably be summarized as the keyword "non-face-to-face". In particular, in terms of consumption activities, face-to-face contact is gradually changing to a system that minimizes, and offline stores are rapidly changing to non-contact services through kiosks and robots. The social structure is also changing with the passage of time, and most fundamentally, our dietary consumption patterns are changing. In particular, the increase in single-person households and the aging population are having a great impact on changes in the food service industry, which is closely related to dietary life. The HMR (Home Meal Replacement) market has grown significantly as the labor of cooking at home has decreased and the use of substitute foods has increased. As the size of the market has grown, the types of businesses that provide products have also diversified. The development of technology, non-face-to-face culture, and corporate management efficiency are intertwined, and unmanned stores are spreading recently. In this study, service quality attributes of HMR unmanned stores, where competition is gradually intensifying, are classified, and service quality classification using the Kano model and Timko's customer satisfaction coefficient are calculated to provide implications for service management based on customer satisfaction. As a result of the analysis, 'products with short cooking time' and 'variety of products (menu)' were classified as attractive qualities, and 'cleanliness inside/outside of the store' and 'products at reasonable prices' were classified as unified quality. In addition, 'convenience of self-checkout process' was classified as a natural quality, and 'convenience of in-store passage' was classified as an indifferent quality. Furthermore, when the service factor was satisfied within the HMR unmanned store, the factor with the highest satisfaction coefficient was 'product (menu) variety', and the factor with the highest dissatisfaction factor was 'convenience of self-checkout process'. Through the results of this study, it is intended to derive priorities in service quality management of HMR unmanned stores and provide strategic implications for related businesses.

• Journal of the Korean Dietetic Association
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• v.25 no.3
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• pp.165-177
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• 2019

This study examined the perception and behavior of fast food restaurant customers toward ordering kiosk nutrition information. Specifically, the influence of nutrition information transparency and information quality on behavioral intention and revisit intention were identified. In addition, the difference in the nutrition information transparency and information quality was analyzed according to the health consciousness of the customers. The study employed a self-administered survey that was distributed both online and offline from November 8~22, 2018. The sample of the study was customers who had experienced ordering from the kiosk in a fast food restaurant in the six months prior to taking the survey. A total of 250 (98.0%) respondents completed the survey, which was used for data analysis. As a result, there was a significant relation between transparency and nutrition information quality (P<0.001). The higher the visibility and inferability of the nutrition information, the better the nutrition information quality. Nutrition information quality has a significant impact on the levels of customer satisfaction and revisit intention (P<0.001). For the differences in the transparency and nutrition information quality by health consciousness of customers, the results indicated that groups with high health consciousness (3.74 or higher) perceived a higher transparency and nutritional information quality than those with a lower health consciousness. These findings can form the basis of a strategy in developing nutrition information of ordering kiosks in restaurants. In addition, it can be applied to academia and industry.