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A Study on the Response Plan through the Analysis of North Korea's Drones Terrorism at Critical National Facilities - Focusing on Improvement of Laws and Systems - (국가중요시설에 대한 북한의 드론테러 위협 분석을 통한 대응방안 연구 - 법적·제도적 개선을 중심으로 -)

  • Choong soo Ha
    • Journal of the Society of Disaster Information
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    • v.19 no.2
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    • pp.395-410
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    • 2023
  • Purpose: The purpose of this study was to analyze the current state of drone terrorism response at such critical national facilities and derive improvements, especially to identify problems in laws and systems to effectively utilize the anti-drone system and present directions for improvement. Method: A qualitative research method was used for this study by analyzing a variety of issues not discussed in existing research papers and policy documents through in-depth interviews with subject matter experts. In-depth interviews were conducted based on 12 semi-structured interviews by selecting 16 experts in the field of anti-drone and terrorism in Korea. The interview contents were recorded with the prior consent of the study participants, transcribed back to the Korean file, and problems and improvement measures were derived through coding. For this, the threats and types were analyzed based on the cases of drone terrorism occurring abroad and measures to establish anti-drone system were researched from the perspective of laws and systems by evaluating the possibility of drone terrorism in the Republic of Korea. Result: As a result of the study, improvements to some of the problems that need to be preceded in order to effectively respond to drone terrorism at critical national facilities in the Republic of Korea, have been identified. First, terminologies related to critical national facilities and drone terrorism should be clearly defined and reflected in the Integrated Defense Act and the Terrorism Prevention Act. Second, the current concept of protection of critical national facilities should evolve from the current ground-oriented protection to a three-dimensional protection concept that considers air threats and the Integrated Defense Act should reflect a plan to effectively install the anti-drone system that can materialize the concept. Third, a special law against flying over critical national facilities should be enacted. To this end, legislation should be enacted to expand designated facilities subject to flight restrictions while minimizing the range of no fly zone, but the law should be revised so that the two wings of "drone industry development" and "protection of critical national facilities" can develop in a balanced manner. Fourth, illegal flight response system and related systems should be improved and reestablished. For example, it is necessary to prepare a unified manual for general matters, but thorough preparation should be made by customizing it according to the characteristics of each facility, expanding professional manpower, and enhancing response training. Conclusion: The focus of this study is to present directions for policy and technology development to establish an anti-drone system that can effectively respond to drone terrorism and illegal drones at critical national facilities going forward.

Survey on the distribution of ancient tombs using LiDAR measurement method (라이다(LiDAR) 측량기법을 활용한 고분분포현황 조사)

  • SIM Hyeoncheol
    • Korean Journal of Heritage: History & Science
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    • v.56 no.4
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    • pp.54-70
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    • 2023
  • Surveys and studies on cultural assets using LiDAR measurement are already active overseas. Recently, awareness of the advantages and availability of LiDAR measurement has increased in Korea, and cases of using it for surveys of cultural assets are gradually increasing. However, it is usually restricted to surveys of mountain fortresses and is not actively used for surveys of ancient tombs yet. Therefore, this study intends to emphasize the need to secure fundamental data from LiDAR measurement for the era from the Three Kingdoms to Unified Silla in which recovery, maintenance, etc., in addition to the actual surveys, are unfulfilled due to the sites being mainly distributed in mountainous areas. For this, LiDAR measurement was executed for the area of Jangsan Ancient Tombs and Chunghyo-dong Ancient Tombs in Seoak-dong, Gyeongju, to review the distribution and geographical conditions of ancient tombs. As a result, in the Jangsan Ancient Tombs, in which a precision archaeological (measurement) survey was already executed, detailed geographic information and distribution conditions could be additionally identified, which could not be known only with the layout indicated by the topographic map of the existing report. Also, in the Chunghyo-dong Ancient Tombs, in which an additional survey was not conducted after 10 tombs were found during the Japanese colonial period, the location of the ancient tombs initially excavated was accurately identified, and the status and additional information was acquired, such as on the conditions of ancient tombs not surveyed. Such information may also be used as fundamental data for the preservation and maintenance of future ancient tombs in addition to the survey and study of the ancient tombs themselves. LiDAR measurement is most effective for identifying the condition of ancient tombs in mountainous areas where observation is difficult or access is limited due to the forest zone. It may be executed before on-site surveys, such as archaeological surveys, to secure data with high availability as prior surveys or pre-surveys. Therefore, it is necessary to secure fundamental data from LiDAR measurement in future surveys of ancient tombs and to establish a survey and maintenance/utilization plan based on this. To establish survey/study and preservation/maintenance measures for ancient tombs located in mountainous areas, a precision archaeological survey is currently executed to draw up a distribution chart of ancient tombs. If LiDAR measurement data is secured before this and used, a more effective and accurate distribution chart can be drawn up, and the actual conditions can be identified. Also, most omissions or errors in information can be prevented in on-site surveys of large regions. Therefore, it is necessary to accumulate fundamental data by actively using LiDAR measurement in future surveys of ancient tombs.

Natural Baseline Groundwater Quality in Shingwang-myeon and Heunghae-eup, Pohang, Korea (포항시 신광면 및 흥해읍 일대 지하수의 배경수질 연구)

  • Lee, Hyun A;Lee, Hyunjoo;Kwon, Eunhye;Park, Jonghoon;Woo, Nam C.
    • The Journal of Engineering Geology
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    • v.30 no.4
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    • pp.469-483
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    • 2020
  • The results of long-term groundwater level and quality monitoring can be used not only as the basic data for evaluating the impact of various disasters including climate change and establishing responses, but also as key data for predicting and managing geological disasters such as earthquakes. Some countries use groundwater level and quality monitoring for researches to predict earthquakes and to assess the impacts of the earthquake disaster. However, a few cases in Korea report on individual groundwater quality factors (i.e., dissolved ions) observed before and after the earthquakes, being different from other countries. To establish the abnormality criteria for groundwater quality in Pohang, groundwater samples were collected and analyzed five times from 14 agricultural or private wells existing in Shingwang-myeon and Heunghae-eup. As a result of the analysis, it was found that Ca2+ was the dominant cation in Shingwang-myeon, while Na+ was the dominant cation in Heunghae-eup. The elevated NO3- concentration in Shingwang-myeon is contributed to the agricultural activity in the area. A high concentration of Fe was detected in a well on Heunghae-eup; the concentration exceeded the drinking water standard by nearly 100 times. Relatively higher dissolved ions were observed in the groundwater of Heunghae-eup, and it is considered as the result of the flow velocity difference and water-rock reaction accompanying the difference in bedrock and sediment characteristics. The groundwater of Shingwang-myeon appeared to be most affected by the weathering of granite and silicates, while that of Heunghae-eup was mainly affected by the weathering of silicates and carbonate. The background concentrations (baselines) of groundwater Shingwang-myeon and Heunghae-eup was identified through the survey; however, the continuous monitoring is required to monitor the possible changes and the repeatability of seasonal variation.

A Study on the Outcome Analysis of the Local Cluster Based on the Animation Industry (지역 애니메이션 산업 클러스터의 진흥 성과 진단 연구)

  • Seo, Jeong-Soo
    • Cartoon and Animation Studies
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    • s.28
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    • pp.209-233
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    • 2012
  • The animation cluster in Korea has begun as a part of the local cultural cluster in the late 1990s with components of companies, local governments, educational institutions, and human resources, which were necessary to run the cluster. And, the animation cluster was initiated for the purpose of encouraging regional economies, but the basic unit was the local on a small scale. Because of this inherent weakness in the local cluster, it was needed to add some additional strategies that could expand the local animation industry into the formal leading industry. That is why the development policy was set up, and the local promotion agency based on this policy was established. It has been several years to manage the local promotion agency, and it is reported that there have been some visible effects. But, it is found out that analyzing the outcome of small unit cluster on the basis of existing criteria on a large scale is not reliable, which means it is not possible to evaluate the outcome of local cluster in a material way. Some examples of problems are as follows. First, the local cluster was made not autonomously but deliberately. Second, the animation cluster of each province has the same market as its target. Therefore, this research - on the basis of the diamond model - focuses on analyzing the existence and role of local promotion agencies rather than evaluating the outcome itself. Through the cases of two provincial cities, Chuncheon and Bucheon, this research examines if it is possible to evaluate the outcome of local clusters managed by promotion agencies.

Clinical Observational study of Pulmonary Tuberculosis for admitted patients at a National Tuberculosis Hospital - Comparison with the previous results in 1995 - (일개 국립결핵병원에 입원치료를 받은 폐결핵환자의 임상양태에 관한 연구 - 1995년과 2002년 비교연구 -)

  • Park, Seung-Kyu;Lee, In-Hee;Kim, Byoung-Ju
    • Tuberculosis and Respiratory Diseases
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    • v.58 no.4
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    • pp.392-398
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    • 2005
  • Background : The last national tuberculosis survey was carried out in 1995. In 2000, the KTBS(Korean Tuberculosis Surveillance System) replaced a previous national survey. However, the KTBS does not show some of the important epidemiological indexes such as the prevalence of positive tuberculosis or the drug resistance rate. The aim of this study was to compare the clinical features of pulmonary tuberculosis patients admitted to a national tuberculosis hospital in 1995 and 2002. From this study, the authors expect to estimate the trend of the clinical features of tuberculosis in Korea even though it can not represent the Korean tuberculosis situation as a whole. Method : A cross sectional analysis of the clinical features for 331 pulmonary tuberculosis in-patients admitted to the National Masan Tuberculosis Hospital as of Dec. 2002, was carried out and these results were compared with those reported in 1995. Results : In comparison with the data reported in 1995, the mean age was increased by 3.6 years ($44.1{\pm}14.6$ vs $47.7{\pm}16.4$, p<0.01). The number of past tuberculosis history and used anti-tuberculous drugs prior to admission decreased from $2.0{\pm}1.7$ and $6.1{\pm}2.3$ to $1.7{\pm}1.8$ and $4.6{\pm}3.6$(p<0.05, p<0.001), respectively. While the resistance rate for anti-tuberculous drugs was similar (81.0% vs 77.6%), the initial resistance rate(10.5% vs 21.4%) and initial MDR rate(2.4% vs 16.5%) increased significantly(p=0.012, p=0.001, respectively). In 1995, the public health communities were in charge of approximately 65% of newly diagnosed tuberculosis cases, but this reduced to 40.5% in 2002(p<0.001). Conclusion : The existing national TB program (NTP) needs to be revised and strengthened in order to cope with the unfavorably changing situation of the domestic TB problem because the number of TB patients has not decreased and the initial resistance rate has increased greatly. Furthermore, the public and private sectors should cooperate each other to control the TB problem effectively because the private sector is now managing more than half of the TB patients.

The Effect of Domain Specificity on the Performance of Domain-Specific Pre-Trained Language Models (도메인 특수성이 도메인 특화 사전학습 언어모델의 성능에 미치는 영향)

  • Han, Minah;Kim, Younha;Kim, Namgyu
    • Journal of Intelligence and Information Systems
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    • v.28 no.4
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    • pp.251-273
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    • 2022
  • Recently, research on applying text analysis to deep learning has steadily continued. In particular, researches have been actively conducted to understand the meaning of words and perform tasks such as summarization and sentiment classification through a pre-trained language model that learns large datasets. However, existing pre-trained language models show limitations in that they do not understand specific domains well. Therefore, in recent years, the flow of research has shifted toward creating a language model specialized for a particular domain. Domain-specific pre-trained language models allow the model to understand the knowledge of a particular domain better and reveal performance improvements on various tasks in the field. However, domain-specific further pre-training is expensive to acquire corpus data of the target domain. Furthermore, many cases have reported that performance improvement after further pre-training is insignificant in some domains. As such, it is difficult to decide to develop a domain-specific pre-trained language model, while it is not clear whether the performance will be improved dramatically. In this paper, we present a way to proactively check the expected performance improvement by further pre-training in a domain before actually performing further pre-training. Specifically, after selecting three domains, we measured the increase in classification accuracy through further pre-training in each domain. We also developed and presented new indicators to estimate the specificity of the domain based on the normalized frequency of the keywords used in each domain. Finally, we conducted classification using a pre-trained language model and a domain-specific pre-trained language model of three domains. As a result, we confirmed that the higher the domain specificity index, the higher the performance improvement through further pre-training.

Pseudo Image Composition and Sensor Models Analysis of SPOT Satellite Imagery of Non-Accessible Area (비접근 지역에 대한 SPOT 위성영상의 Pseudo영상 구성 및 센서모델 분석)

  • 방기인;조우석
    • Proceedings of the KSRS Conference
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    • 2001.03a
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    • pp.140-148
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    • 2001
  • The satellite sensor model is typically established using ground control points acquired by ground survey Of existing topographic maps. In some cases where the targeted area can't be accessed and the topographic maps are not available, it is difficult to obtain ground control points so that geospatial information could not be obtained from satellite image. The paper presents several satellite sensor models and satellite image decomposition methods for non-accessible area where ground control points can hardly acquired in conventional ways. First, 10 different satellite sensor models, which were extended from collinearity condition equations, were developed and then the behavior of each sensor model was investigated. Secondly, satellite images were decomposed and also pseudo images were generated. The satellite sensor model extended from collinearity equations was represented by the six exterior orientation parameters in 1$^{st}$, 2$^{nd}$ and 3$^{rd}$ order function of satellite image row. Among them, the rotational angle parameters such as $\omega$(omega) and $\phi$(phi) correlated highly with positional parameters could be assigned to constant values. For non-accessible area, satellite images were decomposed, which means that two consecutive images were combined as one image. The combined image consists of one satellite image with ground control points and the other without ground control points. In addition, a pseudo image which is an imaginary image, was prepared from one satellite image with ground control points and the other without ground control points. In other words, the pseudo image is an arbitrary image bridging two consecutive images. For the experiments, SPOT satellite images exposed to the similar area in different pass were used. Conclusively, it was found that 10 different satellite sensor models and 5 different decomposed methods delivered different levels of accuracy. Among them, the satellite camera model with 1$^{st}$ order function of image row for positional orientation parameters and rotational angle parameter of kappa, and constant rotational angle parameter omega and phi provided the best 60m maximum error at check point with pseudo images arrangement.

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Inflow at Ssangyongmun Gate During the Goryeo Dynasty and Its Identity (고려시대 쌍룡문경(雙龍紋鏡) 유입(流入)과 독자성(獨自性))

  • Choi, Juyeon
    • Korean Journal of Heritage: History & Science
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    • v.52 no.2
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    • pp.142-171
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    • 2019
  • The dragon is an imaginary animal that appears in the legends and myths of the Orient and the West. While dragons have mostly been portrayed as aggressive and as bad omens in the West, in the Orient, as they symbolize the emperor or have an auspicious meaning, dragons signify a positive meaning. In addition, as the dragon symbolizes the emperor and its type has been diversified considering it as a divine object that controls water, people have tried to express it as a figure. The records related to dragons in the Goryeo dynasty appeared with diverse topics in 'History of Goryeo' and are generally contents related to founding myths, rituals for rain, and Shinii (神異), etc. The founding myth emphasizes the legality of the Goryeo dynasty through the dragon, and this influenced the formation of the dragon's descendants. In addition, the ability to control water, which is a characteristic of the dragon, was symbolized as an earth dragon related to the rainmaking ritual, i.e., wishing for rain during times of drought. Since the dragon was the symbol of the royal family, the use of the dragon by common people was strictly restricted. Furthermore, the association of a bronze dragon mirror with the royal family is hard to be excluded. The type and quantity of bronze double dragon mirrors discovered to have existed during the Goryeo dynasty is great, and the production and the distribution of bronze mirrors with double dragons seem to have been more active compared to other bronze mirrors, as bronze mirrors with double dragons produced during Goryeo and bronze mirrors originating in China were mixed. Therefore, in this article, the characteristics of diverse bronze mirrors from the 10th century to the 14th century in China were examined. It seems that the master craftsmen who produced bronze mirrors with double dragons during the Goryeo dynasty were influenced by Chinese composition patterns when making the mirrors. Because there were many cases where a bronze mirror's country of origin could not easily be determined, in order to identify the differences between bronze double dragon mirrors produced during the Goryeo dynasty and bronze mirrors produced in China, meticulous analysis was required. Thus, to ascertain that Goryeo mirrors were not imitations of bronze mirrors with double dragons originating in China but produced independently, the mirrors were examined using the bronze double dragon mirror type classification system existing in our country. Bronze mirrors with double dragons are classified into three types: Type I, which has the style of the Yao dynasty, includes the greatest proportion; however, despite there being only a small quantity for comparison, Types II and III were selected for the analysis of the bronze mirrors with double dragons made in Goryeo because they have unique composition patterns. As mentioned above, distinguishing bronze mirrors made during Goryeo from bronze mirrors made in China is challenging because Goryeo bronze mirrors were made under the influence of China. Among them, since the manufacturing place of the bronze mirrors with double dragons found at the nine-story stone pagoda in Woljeongsa Temple in Pyeongchang is questionable and the composition pattern of the bronze mirror is hard to find on bronze mirrors with double dragons made in China, the manufacturing place of those bronze mirrors were examined. These bronze mirrors with double dragons were considered as bronze mirrors with double dragons made during the Goryeo dynasty adopting the Yao dynasty style composition pattern as aspects of the composition pattern belonged to Type I, and the detailed combination of patterns is hard to find in mirrors produced in China.

The Study on the Influence of Capstone Design & Field Training on Employment Rate: Focused on Leaders in INdustry-university Cooperation(LINC) (캡스톤디자인 및 현장실습이 취업률에 미치는 영향: 산학협력선도대학(LINC)을 중심으로)

  • Park Namgue
    • Asia-Pacific Journal of Business Venturing and Entrepreneurship
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    • v.18 no.4
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    • pp.207-222
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    • 2023
  • In order to improve employment rates, most universities operate programs to strengthen students' employment and entrepreneurship, regardless of whether they are selected as the Leading Industry-Innovative University (LINC) or not. In particular, in the case of non-metropolitan universities are risking their lives to improve employment rates. In order to overcome the limitations of university establishment type and university location, which absolutely affect the employment rate, we are operating a startup education & startup support program in order to strengthen employment and entrepreneurship, and capstone design & field training as industry-academia-linked education programs are always available. Although there are studies on effectiveness verification centered on LINC (Leaders in Industry-University Cooperation) in previous studies, but a longitudinal study was conducted on all factors of university factors, startup education & startup support, and capstone design & field training as industry-university-linked education programs as factors affecting the employment rate based on public disclosure indicators. No cases of longitudinal studies were reported. This study targets 116 universities that satisfy the conditions based on university disclosure indicators from 2018 to 2020 that were recently released on university factors, startup education & startup support, and capstone design & field training as industry-academia-linked education programs as factors affecting the employment rate. We analyzed the differences between the LINC (Leaders in Industry-University Cooperation) 51 participating universities and 64 non-participating universities. In addition, considering that there is no historical information on the overlapping participation of participating students due to the limitations of public indicators, the Exposure Effect theory states that long-term exposure to employment and entrepreneurship competency enhancement programs will affect the employment rate through competency enhancement. Based on this, the effectiveness of the 2nd LINC+ (socially customized Leaders in Industry-University Cooperation) was verified from 2017 to 2021 through a longitudinal causal relationship analysis. As a result of the study, it was found that the startup education & startup support and capstone design & field training as industry-academia-linked education programs of the 2nd LINC+ (socially customized Leaders in Industry-University Cooperation) did not affect the employment rate. As a result of the longitudinal causal relationship analysis, it was reconfirmed that universities in metropolitan areas still have higher employment rates than universities in non-metropolitan areas due to existing university factors, and that private universities have higher employment rates than national universities. Among employment and entrepreneurship competency strengthening programs, the number of people who complete entrepreneurship courses, the number of people who complete capstone design, the amount of capstone design payment, and the number of dedicated faculty members partially affect the employment rate by year, while field training has no effect at all by year. It was confirmed that long-term exposure to the entrepreneurship capacity building program did not affect the employment rate. Therefore, it was reconfirmed that in order to improve the employment rate of universities, the limitations of non-metropolitan areas and national and public universities must be overcome. To overcome this, as a program to strengthen employment and entrepreneurship capabilities, it is important to strengthen entrepreneurship through participation in entrepreneurship lectures and actively introduce and be confident in the capstone design program that strengthens the concept of PBL (Problem Based Learning), and the field training program improves the employment rate. In order for actually field training affect of the employment rate, it is necessary to proceed with a substantial program through reorganization of the overall academic system and organization.

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The Effects of Online Service Quality on Consumer Satisfaction and Loyalty Intention -About Booking and Issuing Air Tickets on Website- (온라인 서비스 품질이 고객만족 및 충성의도에 미치는 영향 -항공권 예약.발권 웹사이트를 중심으로-)

  • Park, Jong-Gee;Ko, Do-Eun;Lee, Seung-Chang
    • Journal of Distribution Research
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    • v.15 no.3
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    • pp.71-110
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    • 2010
  • 1. Introduction Today Internet is recognized as an important way for the transaction of products and services. According to the data surveyed by the National Statistical Office, the on-line transaction in 2007 for a year, 15.7656 trillion, shows a 17.1%(2.3060 trillion won) increase over last year, of these, the amount of B2C has been increased 12.0%(10.2258 trillion won). Like this, because the entry barrier of on-line market of Korea is low, many retailers could easily enter into the market. So the bigger its scale is, but on the other hand, the tougher its competition is. Particularly due to the Internet and innovation of IT, the existing market has been changed into the perfect competitive market(Srinivasan, Rolph & Kishore, 2002). In the early years of on-line business, they think that the main reason for success is a moderate price, they are awakened to its importance of on-line service quality with tough competition. If it's not sure whether customers can be provided with what they want, they can use the Web sites, perhaps they can trust their products that had been already bought or not, they have a doubt its viability(Parasuraman, Zeithaml & Malhotra, 2005). Customers can directly reserve and issue their air tickets irrespective of place and time at the Web sites of travel agencies or airlines, but its empirical studies about these Web sites for reserving and issuing air tickets are insufficient. Therefore this study goes on for following specific objects. First object is to measure service quality and service recovery of Web sites for reserving and issuing air tickets. Second is to look into whether above on-line service quality and on-line service recovery have an impact on overall service quality. Third is to seek for the relation with overall service quality and customer satisfaction, then this customer satisfaction and loyalty intention. 2. Theoretical Background 2.1 On-line Service Quality Barnes & Vidgen(2000; 2001a; 2001b; 2002) had invented the tool to measure Web sites' quality four times(called WebQual). The WebQual 1.0, Step one invented a measuring item for information quality based on QFD, and this had been verified by students of UK business school. The Web Qual 2.0, Step two invented for interaction quality, and had been judged by customers of on-line bookshop. The WebQual 3.0, Step three invented by consolidating the WebQual 1.0 for information quality and the WebQual2.0 for interactionquality. It includes 3-quality-dimension, information quality, interaction quality, site design, and had been assessed and confirmed by auction sites(e-bay, Amazon, QXL). Furtheron, through the former empirical studies, the authors changed sites quality into usability by judging that usability is a concept how customers interact with or perceive Web sites and It is used widely for accessing Web sites. By this process, WebQual 4.0 was invented, and is consist of 3-quality-dimension; information quality, interaction quality, usability, 22 items. However, because WebQual 4.0 is focusing on technical part, it's usable at the Website's design part, on the other hand, it's not usable at the Web site's pleasant experience part. Parasuraman, Zeithaml & Malhorta(2002; 2005) had invented the measure for measuring on-line service quality in 2002 and 2005. The study in 2002 divided on-line service quality into 5 dimensions. But these were not well-organized, so there needed to be studied again totally. So Parasuraman, Zeithaml & Malhorta(2005) re-worked out the study about on-line service quality measure base on 2002's study and invented E-S-QUAL. After they invented preliminary measure for on-line service quality, they made up a question for customers who had purchased at amazon.com and walmart.com and reassessed this measure. And they perfected an invention of E-S-QUAL consists of 4 dimensions, 22 items of efficiency, system availability, fulfillment, privacy. Efficiency measures assess to sites and usability and others, system availability measures accurate technical function of sites and others, fulfillment measures promptness of delivering products and sufficient goods and others and privacy measures the degree of protection of data about their customers and so on. 2.2 Service Recovery Service industries tend to minimize the losses by coping with service failure promptly. This responses of service providers to service failure mean service recovery(Kelly & Davis, 1994). Bitner(1990) went on his study from customers' view about service providers' behavior for customers to recognize their satisfaction/dissatisfaction at service point. According to them, to manage service failure successfully, exact recognition of service problem, an apology, sufficient description about service failure and some tangible compensation are important. Parasuraman, Zeithaml & Malhorta(2005) approached the service recovery from how to measure, rather than how to manage, and moved to on-line market not to off-line, then invented E-RecS-QUAL which is a measuring tool about on-line service recovery. 2.3 Customer Satisfaction The definition of customer satisfaction can be divided into two points of view. First, they approached customer satisfaction from outcome of comsumer. Howard & Sheth(1969) defined satisfaction as 'a cognitive condition feeling being rewarded properly or improperly for their sacrifice.' and Westbrook & Reilly(1983) also defined customer satisfaction/dissatisfaction as 'a psychological reaction to the behavior pattern of shopping and purchasing, the display condition of retail store, outcome of purchased goods and service as well as whole market.' Second, they approached customer satisfaction from process. Engel & Blackwell(1982) defined satisfaction as 'an assessment of a consistency in chosen alternative proposal and their belief they had with them.' Tse & Wilton(1988) defined customer satisfaction as 'a customers' reaction to discordance between advance expectation and ex post facto outcome.' That is, this point of view that customer satisfaction is process is the important factor that comparing and assessing process what they expect and outcome of consumer. Unlike outcome-oriented approach, process-oriented approach has many advantages. As process-oriented approach deals with customers' whole expenditure experience, it checks up main process by measuring one by one each factor which is essential role at each step. And this approach enables us to check perceptual/psychological process formed customer satisfaction. Because of these advantages, now many studies are adopting this process-oriented approach(Yi, 1995). 2.4 Loyalty Intention Loyalty has been studied by dividing into behavioral approaches, attitudinal approaches and complex approaches(Dekimpe et al., 1997). In the early years of study, they defined loyalty focusing on behavioral concept, behavioral approaches regard customer loyalty as "a tendency to purchase periodically within a certain period of time at specific retail store." But the loyalty of behavioral approaches focuses on only outcome of customer behavior, so there are someone to point the limits that customers' decision-making situation or process were neglected(Enis & Paul, 1970; Raj, 1982; Lee, 2002). So the attitudinal approaches were suggested. The attitudinal approaches consider loyalty contains all the cognitive, emotional, voluntary factors(Oliver, 1997), define the customer loyalty as "friendly behaviors for specific retail stores." However these attitudinal approaches can explain that how the customer loyalty form and change, but cannot say positively whether it is moved to real purchasing in the future or not. This is a kind of shortcoming(Oh, 1995). 3. Research Design 3.1 Research Model Based on the objects of this study, the research model derived is

    . 3.2 Hypotheses 3.2.1 The Hypothesis of On-line Service Quality and Overall Service Quality The relation between on-line service quality and overall service quality I-1. Efficiency of on-line service quality may have a significant effect on overall service quality. I-2. System availability of on-line service quality may have a significant effect on overall service quality. I-3. Fulfillment of on-line service quality may have a significant effect on overall service quality. I-4. Privacy of on-line service quality may have a significant effect on overall service quality. 3.2.2 The Hypothesis of On-line Service Recovery and Overall Service Quality The relation between on-line service recovery and overall service quality II-1. Responsiveness of on-line service recovery may have a significant effect on overall service quality. II-2. Compensation of on-line service recovery may have a significant effect on overall service quality. II-3. Contact of on-line service recovery may have a significant effect on overall service quality. 3.2.3 The Hypothesis of Overall Service Quality and Customer Satisfaction The relation between overall service quality and customer satisfaction III-1. Overall service quality may have a significant effect on customer satisfaction. 3.2.4 The Hypothesis of Customer Satisfaction and Loyalty Intention The relation between customer satisfaction and loyalty intention IV-1. Customer satisfaction may have a significant effect on loyalty intention. 3.2.5 The Hypothesis of a Mediation Variable Wolfinbarger & Gilly(2003) and Parasuraman, Zeithaml & Malhotra(2005) had made clear that each dimension of service quality has a significant effect on overall service quality. Add to this, the authors analyzed empirically that each dimension of on-line service quality has a positive effect on customer satisfaction. With that viewpoint, this study would examine if overall service quality mediates between on-line service quality and each dimension of customer satisfaction, keeping on looking into the relation between on-line service quality and overall service quality, overall service quality and customer satisfaction. And as this study understands that each dimension of on-line service recovery also has an effect on overall service quality, this would examine if overall service quality also mediates between on-line service recovery and each dimension of customer satisfaction. Therefore these hypotheses followed are set up to examine if overall service quality plays its role as the mediation variable. The relation between on-line service quality and customer satisfaction V-1. Overall service quality may mediate the effects of efficiency of on-line service quality on customer satisfaction. V-2. Overall service quality may mediate the effects of system availability of on-line service quality on customer satisfaction. V-3. Overall service quality may mediate the effects of fulfillment of on-line service quality on customer satisfaction. V-4. Overall service quality may mediate the effects of privacy of on-line service quality on customer satisfaction. The relation between on-line service recovery and customer satisfaction VI-1. Overall service quality may mediate the effects of responsiveness of on-line service recovery on customer satisfaction. VI-2. Overall service quality may mediate the effects of compensation of on-line service recovery on customer satisfaction. VI-3. Overall service quality may mediate the effects of contact of on-line service recovery on customer satisfaction. 4. Empirical Analysis 4.1 Research design and the characters of data This empirical study aimed at customers who ever purchased air ticket at the Web sites for reservation and issue. Total 430 questionnaires were distributed, and 400 were collected. After surveying with the final questionnaire, the frequency test was performed about variables of sex, age which is demographic factors for analyzing general characters of sample data. Sex of data is consist of 146 of male(42.7%) and 196 of female(57.3%), so portion of female is a little higher. Age is composed of 11 of 10s(3.2%), 199 of 20s(58.2%), 105 of 30s(30.7%), 22 of 40s(6.4%), 5 of 50s(1.5%). The reason that portions of 20s and 30s are higher can be supposed that they use the Internet frequently and purchase air ticket directly. 4.2 Assessment of measuring scales This study used the internal consistency analysis to measure reliability, and then used the Cronbach'$\alpha$ to assess this. As a result of reliability test, Cronbach'$\alpha$ value of every component shows more than 0.6, it is found that reliance of the measured variables are ensured. After reliability test, the explorative factor analysis was performed. the factor sampling was performed by the Principal Component Analysis(PCA), the factor rotation was performed by the Varimax which is good for verifying mutual independence between factors. By the result of the initial factor analysis, items blocking construct validity were removed, and the result of the final factor analysis performed for verifying construct validity is followed above. 4.3 Hypothesis Testing 4.3.1 Hypothesis Testing by the Regression Analysis(SPSS) 4.3.2 Analysis of Mediation Effect To verify mediation effect of overall service quality of and , this study used the phased analysis method proposed by Baron & Kenny(1986) generally used. As shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient $\beta$eta : efficiency=.164, system availability=.074, fulfillment=.108, privacy=.107) is smaller than its estimate ability at Step 2(Standardized coefficient $\beta$eta : efficiency=.409, system availability=.227, fulfillment=.386, privacy=.237), so it was proved that overall service quality played a role as the partial mediation between on-line service quality and satisfaction. As
    shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient $\beta$eta : responsiveness=.164, compensation=.117, contact=.113) is smaller than its estimate ability at Step 2(Standardized coefficient $\beta$eta : responsiveness=.409, compensation=.386, contact=.237), so it was proved that overall service quality played a role as the partial mediation between on-line service recovery and satisfaction. Verified results on the basis of empirical analysis are followed. First, as the result of , it shows that all were chosen, so on-line service quality has a positive effect on overall service quality. Especially fulfillment of overall service quality has the most effect, and then efficiency, system availability, privacy in order. Second, as the result of , it shows that all were chosen, so on-line service recovery has a positive effect on overall service quality. Especially responsiveness of overall service quality has the most effect, and then contact, compensation in order. Third, as the result of and , it shows that and all were chosen, so overall service quality has a positive effect on customer satisfaction, customer satisfaction has a positive effect on loyalty intention. Fourth, as the result of and , it shows that and all were chosen, so overall service quality plays a role as the partial mediation between on-line service quality and customer satisfaction, on-line service recovery and customer satisfaction. 5. Conclusion This study measured and analyzed service quality and service recovery of the Web sites that customers made a reservation and issued their air tickets, and by improving customer satisfaction through the result, this study put its final goal to grope how to keep loyalty customers. On the basis of the result of empirical analysis, suggestion points of this study are followed. First, this study regarded E-S-QUAL that measures on-line service quality and E-RecS-QUAL that measures on-line service recovery as variables, so it overcame the limit of existing studies that used modified SERVQUAL to measure service quality of the Web sites. Second, it shows that fulfillment and efficiency of on-line service quality have the most significant effect on overall service quality. Therefore the Web sites of reserving and issuing air tickets should try harder to elevate efficiency and fulfillment. Third, privacy of on-line service quality has the least significant effect on overall service quality, but this may be caused by un-assurance of customers whether the Web sites protect safely their confidential information or not. So they need to notify customers of this fact clearly. Fourth, there are many cases that customers don't recognize the importance of on-line service recovery, but if they would think that On-line service recovery has an effect on customer satisfaction and loyalty intention, as its importance is very significant they should prepare for that. Fifth, because overall service quality has a positive effect on customer satisfaction and loyalty intention, they should try harder to elevate service quality and service recovery of the Web sites of reserving and issuing air tickets to maximize customer satisfaction and to secure loyalty customers. Sixth, it is found that overall service quality plays a role as the partial mediation, but now there are rarely existing studies about this, so there need to be more studies about this.

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