• 무역학회지
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• 제47권2호
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• pp.155-174
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• 2022

This study aims to analyze the effect of service quality on e-commerce utilization performance in B2B market. Measurement factors derived from the survey were examined, and whether they had a positive effect on the performance of e-commerce utilizing was examined. The survey period was conducted on the Likert-5 score scale for about four months from November 2021 to February 2022, and 2,200 copies were distributed online and offline, and a total of 268 copies were used for empirical analysis. The moderating effect of the research methodology was analyzed by using multiple regression analysis and PROCESS MACRO. Three factors of service quality were secured and the influence relationship on e-commerce utilization performance was derived. Study results were as follows. First, interaction, logistics and economics have a positive effect on the level of e-commerce utilization. It means SMEs can increase the level of use of e-commerce as they produce and deliver goods with high economic contribution from the perspective of foreign companies, accuracy of goods transportation services, and purchasing companies. Second, It was confirmed that the effect of service quality on the utilization performance of e-commerce varies depending on the degree of corporate image. Therefore, it will be important to plan a management strategy first to improve service quality in order to increase e-commerce activities.

• 정보관리학회지
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• 제34권3호
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• pp.49-66
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• 2017

본 연구의 목적은 국내 디지털 도서관 관련된 연구의 동향을 분석하는 것이다. 연구의 목적을 달성하기 위하여 국내 문헌정보학 분야 대표 학술지 4종으로부터 최근 10년(2007년-2016년) 동안 발표된 디지털 도서관 관련 논문 272편을 대상으로 해당 논문의 저자가 직접 부여한 영문키워드 578개를 수집하였다. 수집된 자료는 NetMiner V.4를 사용하여 연결중심성과 매개중심성을 분석하였다. 연구 결과로는, 첫째, 연구 주제의 양적인 측면에서는 'Academic Library', 'Reference Service', 'Public Library', 'E Resource', 'E Book' 순으로 나타났고, 둘째, 연구 주제의 영향력 측면에서는, 'Academic Library', 'Reference Service', 'Information Behavior', 'E Resource' 등의 순으로 나타났다. 마지막으로 연구주제의 확장성 측면에서는, 'Academic Library', 'Metadata', 'Information Behavior', 'E Resource', 'Librarian' 등의 순으로 파악되었다.

• 한국인터넷방송통신학회논문지
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• 제15권6호
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• pp.31-35
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• 2015

효율적인 정보의 저장과 활용을 극대화하기 위한 IoE 서비스 프로세스를 상호연결, 데이터 수집, 저장, 체계화, 분석, 공유의 5단계로 분류한다. IoE 서비스 프로세스의 2가지 핵심 처리요소로서 유용한 지식을 안전하게 보호하는 것이 저장처리이고, 저장처리에서 유용한 지식을 이용하는 것을 활용처리라 한다. 이 처리과정에서 과거의 경험 자료를 기반으로 미래 활용을 대비할 수 있다는 중요한 사항을 선택할 수 있다. 과거의 경험은 체계화되고 보호된 처리자료이고 미래에 대비하는 것이 분석을 통한 공유된 활용처리다. 본 논문은 효율적인 정보 저장과 활용을 극대화하기 위하여 IoE 서비스 프로세스의 다양한 방안들을 제안하고 연구한다.

• 한국도서관정보학회지
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• 제40권2호
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• pp.243-265
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• 2009

본 연구에서는 디지털도서관의 서비스 품질 평가에 관한 최근 문헌을 전반적으로 고찰함으로써 서비스 품질 평가에 관한 연구동향 및 시사점을 도출하고자 하였다. 구체적으로 디지털도서관의 e-서비스 품질 평가 관련 국내 외 최신 연구동향을 전반적으로 살펴보고, 국내 선행연구 문헌을 대상으로 비판적 비교 분석을 시도하였다. 비교 분석의 관점은 서비스 품질 평가모형과 측정방법을 중심으로 이루어졌으며 이를 통해 국내 실정에 적합한 표준화된 디지털도서관의 서비스 품질 평가모형 개발의 필요성과 개발 지침의 수립이라는 두 가지 시사점을 도출하였다.

• 대한안전경영과학회지
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• 제11권3호
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• pp.95-103
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• 2009

Recently the information system introduction and the application which use the computer are increasing. The efficient operation of information system helps corporations to improve productivity, customer service and corporate competitive power. SaaS(Software as a Service), which is the developed type of outsourcing in the area of information technology, is to use standardized and packaged application by hosting from the outside of enterprise. SaaS is not developed yet as much as people's interest about that in the initial stage, but its related technology and service capacity are accumulated after repeated trial and error, and it's ready to activate the industry. In the area of information system, studies on the measurement of service quality were followed. But there is little study on service quality measurement in the field of SaaS(Software as a Service). The purpose of this study was to divides the SaaS with e-SERVQUAL and it consider the relationship with the perceived recognition and the usage intention. According to this, variables of traditional research were rejected because SaaS is not developed yet in Korea. But information had a strong effect on perceived recognition. Therefore, business related with in SaaS must have provided a correct information about various applications.

• 유통과학연구
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• 제17권10호
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• pp.27-39
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• 2019

Purpose - This study explores the relationships between e-Marketing and perceived service quality with brand trust and loyalty towards the brand of mobile telephone operators in Kosovo. Research design, data, and methodology - The conceptual model of four constructs was developed, while each construct consisted of the set of variables measured by using five-point Likert scale. The primary data was collected via an online survey through SurveyMonkey, distributed via Facebook and email. The collected data were cleaned, validated and tested for its consistency through Cronbach's Alpha; ensured that five assumptions of multiple linear regression are met. To assess the relationships between outcome variable and dependent variables of the model, performed the bivariate correlation, simple, multiple linear and hierarchical regression. Results - Perceived service quality has a positive significant effect on brand trust and loyalty. e-Marketing presents moderating direct effect on brand loyalty, and slightly higher effect through brand trust of the mobile telephone operators in Kosovo. Conclusions - The perceived service quality and brand trust are key determinants in achieving brand loyalty in telecommunication industry, followed by e-Marketing as means to creating expectations, delivering on promise to meet customers' perceptions for service quality with a purpose of building trust, that leads to loyalty towards the brands of mobile operators in Kosovo.

• The Journal of Asian Finance, Economics and Business
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• 제7권8호
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• pp.395-405
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• 2020

This study examines the relationships and the impacts of service quality, customer satisfaction and switching costs on customer loyalty of e-banking in commercial banks. This study uses questionnaires with 7-point Likert scale to collect data from 227 e-banking users, who are mainly students and paid employees in Hanoi City, Vietnam. The collected data are analyzed by using multivariate linear regression method. The results show that all five factors of service quality in e-banking - reliability, responsiveness, service capacity, empathy and tangibility - have positive correlations with customer satisfaction. Among these determinants, service capacity and tangibility have the strongest impact. It means that, by increasing the quality of their services through five above factors, especially through improving capacity and tangibility, commercial banks can satisfy their customer better. In addition, customer satisfaction is strongly and positively correlated to customer loyalty. It means that, if customers are satisfied with e-banking services of one bank, they not only continue to do more businesses with this bank, but also recommend this bank to other people. Lastly, customer loyalty also has a strong and positive correlation with switching costs, which means customers tend to be loyal to one bank if the barriers to switching banks increase.

• 한국컴퓨터정보학회논문지
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• 제20권3호
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• pp.115-124
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• 2015

본 논문에서는 기존 네트워크에서 QoS(Quality of Services) 및 QoE(Quality of Experience)기법들을 분석하고, 재해정보 확산을 위해 끊김없는 N-Screen 서비스들을 제공할 수 있는 고신뢰성 네트워크 시스템 프레임워크 및 그 서비스 전달 기법을 제안한다. N-Screen 서비스에서 콘텐츠 소비자의 만족도, 즉 QoE 는 재해정보 확산에서 중요한 요소가 되고 있으며, 기존 N-Screen 서비스들이 다양한 디바이스들에 정보를 전송하기 위한 기능에 초점을 맞추고 있기 때문이다. 이러한 서비스에 맞춰, 제안된 시스템은 사용자의 서비스 요청을 수용하기 위한 재해정보처리 프레임워크, Push 서비스를 수용할 때 발생하는 패킷의 수를 최소화하기 위한 Push 서비스 모듈, QoE 지표를 최대화 할 수 있는 Push 서비스 컨트롤러로 구성되어 진다. 다양한 스크린(스마트폰, PC, 전광판)에서 끊김없는 N-Screen 서비스를 제공하기 위해 Open API(Application Programming Interfaces) 인터페이스 기능을 가진다. 본 연구의 결과를 통해서 사용자들에게 끊김없는 N-Screen 서비스를 제공하고, Push 컨트롤러 기능 및 효과적인 네트워크 서비스 기능을 제공함으로써 사용자에게 서비스 품질 만족도를 높일 수 있을 것으로 기대된다.

• The Journal of Asian Finance, Economics and Business
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• 제7권10호
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• pp.283-293
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• 2020

This study examines the effect of service quality and perceived value on customer loyalty with the intervening role of customers' satisfaction in the e-commerce industry. The research method uses a quantitative research design with a survey model. The sample used in this study is Tokopedia consumers who live in DKI Jakarta and have done online shopping at Tokopedia at least twice in the last six months. All variables used were reliable and valid and met the research requirements. The object of this research were the 200 customer respondents who had made purchases on the largest e-commerce platform of Indonesia, Tokopedia. Data analysis was done by using SPSS and Structural Equation Modeling (SEM). The results show that: first, the service quality and perceived value affect customer satisfaction positively. Second, there is a mediating effect of customer satisfaction on the relationship between service quality and perceived value on customer loyalty. Third, service quality and perceived value directly affect customer loyalty positively but insignificantly. The result implies that the role of customer satisfaction is significant in creating loyalty. In the e-commerce industry, good quality and perception could positively influence customers but not necessarily form loyalty. For that, e-commerce players should pay a lot of attention on customer satisfaction.

• 융합경영연구
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• 제11권2호
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• pp.1-11
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• 2023

Purpose: With the rapid development of e-commerce, logistics services, as an important part of e-commerce shopping, have gradually attracted people's attention. Customer engagement behavior is a new topic in marketing, and its connotation is still being explored. The purpose of this paper is to study the relationship between logistics service quality and customer engagement behavior. Research design, data and methodology: This study employed the method of online questionnaire survey, with Chinese e-commerce platform users as the survey objects, 248 valid survey sample data were collected, and the method of factor analysis and structural equation model analysis was used to verify the research hypothesis model constructed in this paper. Results: The four dimensions of e-commerce logistics service quality have different influences on customer satisfaction, and the influence of availability on customer satisfaction is not significant. Convenience, assurance, and security have a significant positive impact on customer satisfaction; Customer satisfaction has a significant positive impact on the three dimensions of customer engagement behavior: customer repeat purchase behavior, online word-of-mouth, and customer referrals. Conclusion: The results of this study will provide useful reference for the managers of e-commerce companies to improve customer engagement behavior by improving the logistics service quality.