• 통상정보연구
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• 제12권2호
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• pp.59-83
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• 2010

The purposes of the study is to evaluate the discrepancy between user's expectation and satisfaction degree in the service of uTradeHub. In this regard, this study infers general solutions in order to induce the intersection area using IPA technique. Then this paper will present directions to improve the service of uTradeHub. In terms of methodology, this article disclosed that IPA model approach is greatly useful to evaluate user's attribute. First, variables like the link of different works(f1), trust of system(f4), information connection(f7) are located on the first quadrant. This means that importance and satisfaction are all high variables for user. So, this is very important variables that need continuous administration in order to maintain present state. Second, variables such as the speed of information acquisition(f2), improvement of use(f3), stability of system(f5) are located on the second quadrant. This means that user's importance is high but user's satisfaction is low. Therefore, this area needs an active improvement strategy and quick maintenance for e-Trade application. Third, variables like the appropriateness of information usage fees(f8), easy subscription(f9), customer support service(f10) are located on the third quadrant. Because these variables are all low for user's importance and satisfaction, we have to arrange strong and radical remedy for e-Trade service. Finally, variables like information offer(f6) are located on the fourth quadrant. This means that user's satisfaction is high but user's importance is low. The research result suggests that e-Trade service development would be re-organised as much as user feels the importance of process innovation.

• 한국정보전자통신기술학회논문지
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• 제11권2호
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• pp.195-203
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• 2018

SNS(Social Network Service) 이용자의 폭발적 증가와 더불어 소셜커머스 시장이 새로운 소비시장으로 떠오르고 있다. 소셜커머스 시장이 최근 몇 년간 급성장하였고 앞으로도 지속적인 성장세를 보일 것으로 예측된다. 그러나 이러한 시장환경에도 불구하고 소셜커머스 활성화 저해요인으로 작용하는 불만족 요인에 대해서는 연구가 부족하다. 본 연구는 Hertzberg' 2 요인이론을 바탕으로 소셜커머스 이용자들의 만족과 불만족 요인에 대한 연구이다. 이를 위해 먼저 소셜커머스 이용 경험자를 대상으로 소셜커머스 사이트 특성과 이용자특성을 인터뷰 및 문헌고찰을 통해 도출하였다. 다음으로 이 요인들과 만족, 불만족과의 영향관계를 검증하고 상품 관여도에 따라 이 영향관계가 조절되는지 실증하였다. 그 결과, 가격할인율, 다양성, 지역기반 제공성, 전자상거래 친숙도가 만족에 정의 영향을 미치는 요인으로 나타났고, 가격할인율, 상호작용성, 혁신성이 불만족에 정의 영향을 미치는 것으로 나타났다. 또 만족이 지속사용의도에 정의 영향을 미치는 것으로 나타났다. 특히 가격할인율은 만족에 정의 영향을 미치는 동시에 불만족에도 정의 영향을 미치는 유일한 요인으로 나타났다.

• Asia pacific journal of information systems
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• 제23권4호
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• pp.1-28
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• 2013

Given that smartphone-based social network services (SNS), such as KakaoStory is now being widely used as a way for people to connect and communicate with each other, this study examines key factors leading to the continued use of SNS. People have been using PC-based SNS, such as Cyworld, for years are now using smartphone-based SNS, such as KakaoStory. KakaoStory developed by KakaoTalk has rapidly grown up as the largest smartphone-based SNS in Korea as smartphone penetration increases. It is more difficult for firms to maintain their current users over time in that alternative SNSs satisfying people's new needs are constantly emerging and evolving. In this sense, one of the most challenging issues for SNS firms is how to retain their current users in the long run. However, there are few empirical studies on this issue. Applying the IS continuance model proposed by Bhattacherjee [2001], this study explores key determinants of users' smartphone-based SNS continuance intention. The model suggests that perceived usefulness and user satisfaction are the key determinants of IS continuance intention. However, the model includes only the utilitarian value that users can obtain through the use of smartphone-based SNS, by considering perceived usefulness. Therefore, the study attempts to extend the IS continuance model by considering hedonic and social values simultaneously. More specifically, we consider subjective norms as social value that are proposed by the theory of reasoned action and the theory of planned behavior. We also consider perceived enjoyment as hedonic value that is emphasized as a key factor influencing users' behavior intention and actual behavior, particularly in the context of hedonic IS use. By considering the three values in our model simultaneously, we could offer a deeper understanding of smartphone-based SNS continuance. That is, this study could offer an explanation of how each value is associated with user satisfaction and SNS continuance intention. The customer value-satisfaction-loyalty model can strengthen the assertion that smartphone-based SNS continuance intention is determined by various different types of customer values, such as utilitarian, hedonic, and social ones. Moreover, the model provides a theoretical basis for the assertion that customer values lead to increased loyalty via customer satisfaction. In this regard, we theorize that SNS continuance intention is influenced by users' various values, namely perceived usefulness, perceived enjoyment, and subjective norms, via user satisfaction. To test the proposed research model and hypotheses, we conducted a partial least squares analysis using a total of 253 data collected on the users of smartphone-based SNS (i.e., KakaoStory). The key findings are as follows: First, it has been found that SNS continuance intention considerably depends on user satisfaction. Second, user satisfaction is determined by confirmation, perceived usefulness, and perceived enjoyment. Third, concerning the effects of the three values on SNS continuance intention, only perceived enjoyment regarded as hedonic value was statistically significant. That is, perceived usefulness considered as utilitarian value and subjective norms considered as social value had no effect on SNS continuance intention. Finally, our results indicate that confirmation increases perceived usefulness, perceived enjoyment, and user satisfaction. The results reconfirm the effectiveness of IS continuance model in predicting smartphone-based SNS continuance intention. Moreover, the results demonstrate that perceived enjoyment reflecting hedonic value is the most important predictor of SNS continuance intention. Therefore, it is imperative for firms to meet SNS users' hedonic value to retain them in the long run. Meanwhile, we could not find any empirical evidence to support the assertion that subjective norms are associated with user satisfaction and SNS continuance intention. The results lead us to conclude that when users have enough direct experience in SNS use, subjective norms have no effect on SNS continuance intention. Discussions and implications of the results are provided.

• 무역학회지
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• 제45권5호
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• pp.201-222
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• 2020

This paper examines that determinants of BAOMAI, (i.e., behavior of Chinese tourist bulk purchase in duty free shop) with analytical framework and empirical tests. The results of applying the structural equation modeling to 196 samples suggest that Chinese tourist consumption orientations (conspicuous/compulsive/unplanned consumption) have a positive effect on BAOMAI decision value chain (perceived value and loyalty). The marketing mix of duty free shop as control variables in research framework also have a positive effect on BAOMAI perceived values (functional/social/emotional value). This paper has a contribution to prior literatures: the first empirical analysis on BAOMAI determinants with exploring scholarly definition.

• 한국병원경영학회지
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• 제23권3호
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• pp.87-103
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• 2018

Purpose: This study investigates the best appointment pattern which can enhance customer's satisfaction and hospital's efficient management reflecting plastic surgery clinic's service characteristics. Methodology: The data of this study is obtained from Plastic surgery Clinic which is located in the civic center. By collecting and analyzing the data, we build the simulation model using ARENA. Based on 5 appointment patterns that was suggested in formal appointment scheduling studies, we experiment 3 simulation models; 'Basic Appointment Pattern' that has no restriction, 'Restriction on Second Customer' that restricts the number of second customer's in each slot, 'Restriction on Process Time' that restricts the number of second customer who has long process time in each slot. We can check robustness of the appointment patterns by experimenting on off-peak day and peak day, during peak season. Findings: This study confirms that these 2 restrictions can give a better result than 'Basic Appointment Pattern' that just simply distributes customers by number. Especially, the performance of Triangle-like pattern which is the best appointment pattern in the formal study has been improved by adding restrictions. Based on 'DET', 'Restriction on Second Customer' shows a better result. Meanwhile, based on 'E(WT)', 'Restriction on Process Time' shows a better result. Overall, based on 'DET+E(WT)', 'Restriction on Second Customer' shows a better result. Practical Implications: The purpose of each hospital may alter as demand for plastic surgery grows increasingly. Thus, each hospital should be always prepared to introduce appointment pattern for changed purpose. In order to respond flexibly to these changes, it is necessary for medical personnel to improve the awareness or for hospital to create an environment by constructing appointment program so that medical personnel does not need to put more labor on work.

• 한국산업정보학회논문지
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• 제18권5호
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• pp.93-105
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• 2013

본 논문은 한국과 중국의 쇼핑몰 웹 사이트 각각 1개씩을 대상으로 웹 사이트의 품질 요인에 대해 비교분석을 하였다. 이를 위해서 본 논문에서는 14개의 가설을 설정했으며, 이들을 검정하기 위해 SAS9.2 통계 패키지를 이용하였다. 가설 검정을 위한 설문조사 자 수는 총 519명 이었다. 연구결과로는 디자인, 커뮤니케이션, 커뮤니티, 상품화, 안전성, 고객만족도, 재구매 의도, 콘텐츠, 상거래, 고객충성도, 상호 작용성, 기술성, 신뢰성, 규모 요인 등 14개의 쇼핑몰 웹 사이트의 품질 요인은 한국과 중국의 쇼핑몰 웹 사이트에 차이가 있는 것으로 나타났으며, 이를 토대로 이들 14개의 요인을 중심으로 효과적인 쇼핑몰 웹사이트 구축을 위한 방안을 제시하여 두었다.

• 대한교통학회지
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• 제28권3호
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• pp.109-117
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• 2010

첨단교통정보제공시스템(ATIS)분야는 실시간 교통정보를 가변전광표지(VMS), 인터넷, 교통방송 및 휴대폰 등 다양한 정보제공매체를 통해 제공함으로써 주어진 교통자원을 효율적으로 활용하여 도로 이용자들이 목적지까지의 통행함에 있어 시간 및 비용을 절감시킬 수 있도록 함에 그 목적이 있다. 이러한 교통정보는 시간적 경제적인 면뿐만 아니라 이용자의 심리나 정서적인 부분, 즉 교통정보를 제공받음으로 인한 불안감 해소와 같은 심리적인 부분에서도 상당한 편익을 제공할 수 있는 가치를 지니고 있다. 본 연구에서는 이러한 도로 이용자들이 느끼는 교통정보의 효용성을 평가하고 이용자가 느끼는 만족의 정도에 미치는 요인을 분석하고자, 다양한 교통정보 제공 매체별 이용자 만족도 모형을 구축하고자 하였다. 모형 구축 결과, 각 매체별로 만족도에 영향을 미치는 요인과 그 영향정도가 조금씩 다르나, 공통적인 영향요인으로 운전자들이 교통정보를 보고 그로 인한 심리적인 안정감이나 경로선택 및 변경에 도움이 있었는지에 여부를 나타내는 효율성이 만족도에 가장 큰 영향을 미치고 있음을 분석할 수 있었다.

• 한국IT서비스학회지
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• 제20권3호
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• pp.103-118
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• 2021

With the advancement of technology, the market size of online bookstores is constantly increasing in Korea. Despite the importance of the quality of services provided by online bookstores as many customers use online bookstores, many existing studies have approached only from a linear perspective that satisfying service quality factors will lead to customer satisfaction. In addition, the service quality of online bookstores has only been addressed in general and universal service situations, such as SERVQUAL and e-SERVQUAL and WebQual, or online situations. This study was conducted to consider the specificity of online bookstores and to establish specific strategies for improving service quality. In this study, we present six higher dimensions of service quality for online bookstores and 25 lower dimensions to measure it, and we confirm strategic direction for service quality elements through IPA analysis. As a result of the analysis, a total of 12 factors were included in the first quadrant, which required maintenance of service quality due to the high importance and satisfaction perceived by customers. Next, the importance of customers is high, but their satisfaction is low, so the second quadrant that should be improved first had a total of two factors. Third, the third quadrant was an area where customers perceived low importance and satisfaction, and a total of nine factors were involved. Finally, the fourth quadrant was an area where the customer was satisfied but perceived low importance, with a total of two factors. The results of this study can be used as basic data for strategic use of online service quality factors.

• 품질경영학회지
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• 제26권2호
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• pp.93-105
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• 1998

Many large scale discount stores try to enter the market in newly developed city areas. In order to sucessfully increase the market share, it is essential for them to understand customers' needs. In doing so, various forms of survey methods are often used and survey forms can influence respondents' decision. The main objective of this paper is to check consistency of different survey methods in terms of deriving the expected market share. In this paper, we a, pp.y two survey forms for both AHP and conjoint analyses using a randomized complete block design. Using AHP, we compare Kim's club, Carf, E-mart and Macro in terms of the following four customer attributes: parking facility, size of store, business hours, and special pricing policy. In conjoint analysis, we estimate the part-worth of each level of the customer's attribute so that one can design the best store which would optimizethe customer's attribute so that one can design the best store which would optimize the customer's utility. Empirical comparison results indicate very low consistency between the two methods. It implies the importance of verification methods of survey. We also analyze the impact of special pricing policy using a meta analysis. It turns out that older customers are a, pp.rently more sensitive to pricing policy.

• 한국컴퓨터정보학회:학술대회논문집
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• 한국컴퓨터정보학회 2010년도 제42차 하계학술발표논문집 18권2호
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• pp.353-356
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• 2010

고객관계관리(CRM)세계시장개방은 일련의 과정 및 특정고객과 장기적인 관계를 정립하여 이윤을 추구하는 영업전략 지원시스템으로 구성되어 있다. 이 연구를 통해 e-쇼핑몰에서의 e-CRM의 구성요소들이 소비자의 고객만족과 충성도에 어떠한 영향관계를 미치는가를 조사한다. 또한 e-CRM구성요소들을 통한 고객의 만족이 인터넷을 통한 구전효과나 구매선택에 어떠한 영향을 미치며, 각각의 요소들의 가중치를 알아보았다.