• Asia pacific journal of information systems
• /
• v.25 no.3
• /
• pp.519-539
• /
• 2015

Customers are now demanding ever better service from customer service representatives (CSRs) to create superior customer service. Accordingly, CSRs are required to have more specialized knowledge and abilities of customer service. This study examines the roles of accumulated customer knowledge in electronic knowledge repositories (EKRs), which a firm has developed for customer service over time to enhance CSRs' work capabilities and work performance, in the context of call centers. To test the proposed research model and hypotheses, we conducted LISREL analysis using 261 responses collected on CSRs working for inbound call centers. The key results are as follows. First, accumulated customer knowledge in EKRs enhances CSRs' knowledge utilization and service expertise during the customer contact. Second, CSRs' knowledge utilization reinforces service expertise. Finally, service quality depends on CSRs' knowledge utilization and service expertise, but it is not directly related to accumulated customer knowledge. Overall, the findings suggest that accumulated customer knowledge in EKRs enhances CSRs' knowledge utilization and service expertise, and thereby leading to superior service quality.

• The Korean Journal of Community Living Science
• /
• v.27 no.2
• /
• pp.305-318
• /
• 2016

This study was conducted to investigate the effects of service quality and food quality on purchase intention in the electronic commerce of food products. Specifically, the relationship between purchase intention and food quality and service quality was tested based on customer satisfaction and trust, which were measured using the structural equation modeling method. Quality of service was found to affect purchase intention; however, food quality had no positive effects on purchase. Additional analyses should be conducted owing to the conflicting results of the present study. Although the amount of food bought online is increasing rapidly every year, research regarding online food purchasing is not being actively conducted. The results of the present study will help food sellers, buyers, and researchers.

• The Journal of Information Systems
• /
• v.16 no.4
• /
• pp.107-129
• /
• 2007

The purpose of this study is to examine the effect of logistics service quality and relationship orientation factors on customer satisfaction and loyalty in the electronic commerce context. Based on extensive review of relevant literature, nine components of logistics service quality(i.e. information quality, ordering procedures, ordering release quantities, timeliness, order accuracy, order quality, order condition, order discrepancy handling and personnel contact quality) and six components of relationship orientation(i.e. trust, bonding, communication, shared value, empathy and reciprocity) are introduced in this study. And a conceptual model is developed and five research hypotheses are empirically examined using structural equation modeling. The findings indicate that logistics service quality and relationship orientation are positively and significantly associated with customer satisfaction, and customer satisfaction is the antecedent variable of customer loyalty in the Internet Shopping Mall. In addition, a significant impact of logistics service quality on relationship orientation of the customer is revealed. Implications of these findings are discussed, and limitations of the study as well as further research directions are addressed.

• The Journal of Industrial Distribution & Business
• /
• v.9 no.4
• /
• pp.43-52
• /
• 2018

Purpose - The purpose of this article is to examine the effects of perceived value, satisfaction, and continued use intention of e-service Quality of taxi-booking apps. Research design, data, and methodology - The questionnaire was created to examine every relevant variables to practical and theoretical implications. The pilot survey was conducted for 15 days from April 7^th to April 21^st in 2016. Their total numbers were 354 surveys. But 330 copies were used for the analysis except 24 of them. To make a more effective analysis, several analysis tools and analysis programmes were used, such as IBM SPSS and AMOS. Results - The results are as follows. First, all variables of e-service quality except safety make influences on perceived value. Second, e-service quality except safety makes influences on satisfaction. Third, perceived value makes influence on satisfaction and on intention of continued use. Fourth, satisfaction makes influence on intention of continued use. Conclusions - First, 5 variables are very limited. more valuable variables are need to test with this model. Second, this study was conducted only in China. So there may be possible to the representatives. To use this model for better analysis and application abroad, more characteristics and strategic factors should be considered like the local culture of a particular country, attributes for different environment etc.

• The Journal of the Acoustical Society of Korea
• /
• v.28 no.3E
• /
• pp.99-108
• /
• 2009

In this paper, we suggest criteria for objective measurement of speech quality in mobile VoIP (Voice over Internet Protocol) services over wireless mobile internet such as mobile WiMAX networks. This is the case that voice communication service is available under other networks. When mobile VoIP service users in the mobile internet network based on packet call up PSTN and mobile network users, but there have not been relevant quality indexes and quality standards for evaluating speech quality of mobile VoIP. In addition, there are many factors influencing on the speech quality in packet network. Especially, if the degraded speech with packet loss transfers to the other network users through the handover, voice communication quality is significantly deteriorated by the transformation of speech codecs. In this paper, we eventually adopt the Gilbert-Elliot channel model to characterize packet network and assess the voice quality through the objective speech quality method of ITU-T P. 862. 1 MOS-LQO for the various call scenario from mobile VoIP service user to PSTN and mobile network users under various packet loss rates in the transmission channel environments. Our simulation results show that transformation of speech codecs results in the degraded speech quality for different transmission channel environments when mobile VoIP service users call up PSTN and mobile network users.

• Journal of Korea Multimedia Society
• /
• v.8 no.6
• /
• pp.807-813
• /
• 2005

The production and authoring of digital multimedia contents are most important fields in multimedia technology. Nowadays web-based technology and related multimedia software technology are growing in the IT industry and these technologies are evolving most rapidly in our life. The technology of digital audio and video processing is utilizing rapidly to improve quality of our life, Also we are more interested in high sense and artistic feeling in the music and entertainment areas by use of three dimensional (3D) digital sound technology continuously as well as 3D digital video technology. The service field of digital audio contents is increasing rapidly through the Internet. And the society of Internet users wants the audio contents service with better quality. Recently Internet users are not satisfying the sound quality with 2 channels stereo but seeking the high quality of sound with 5,] channels such as 3D audio of the movie films. But it might be needed proper hardware equipments for the service of 3D sound to satisfy this demand. In this paper, we expand the simple 3D audio generator developed and propose a web-based music bank by the software development of 3D audio generation player in 3D sound environment with two speakers minimizing hardware equipments, Also we believe that this study would contribute greatly to digital 3D sound service of high quality for music and entertainment mania.

• The Journal of the Korea institute of electronic communication sciences
• /
• v.6 no.6
• /
• pp.823-829
• /
• 2011

This paper covers the service quality of packet-based voice service that is provided over a wireless broadband (WiBro) network. Using a measurement software that has been developed in the course of preparing a advanced service quality management scheme for the packet-based voice service over a wireless network[2][3], a huge scale of experiment is conducted to measure the real quality of the voice service. Based on our analysis of the measurement result, the service quality of the voice service is supposed to be quite good over WiBro networks. In addition, another experiment to investigate the effect of degradation of wireless transmission conditions on the service quality of the voice service shows the values of wireless service metris in which mean opinion score (MOS) starts to decrease.

• The Journal of the Korea institute of electronic communication sciences
• /
• v.7 no.2
• /
• pp.249-255
• /
• 2012

This paper covers the service quality of packet-based voice service that is provided over a high speed downlink packet access (HSDPA) system. Using the measurement software that has been developed in the course of preparing a advanced service quality management scheme for the packet-based voice service over a wireless network[2][3], a huge scale of experiment is conducted to measure the real quality of the voice service. Based on our analysis of the measurement result, the service quality of the voice service is supposed to be quite good over HSDPA system. In addition, another experiment to investigate the effect of degradation of wireless transmission conditions on the service quality of the voice service shows the values of wireless service metrics in which mean opinion score (MOS) starts to decrease.

• Korean Management Science Review
• /
• v.20 no.2
• /
• pp.113-133
• /
• 2003

This study developed the ISM (Electronic Store Success Model) by basing upon the revised D&M IS Success Model and reflecting the characteristics of marketing and e business. The theoretical rationale of this model was as following : 1) Though the revised D&M IS Success Model (2002) must be more logical and complete model than the original D&M IS Success Model (1992), it did not reflect characteristics of marketing and e business. 2) In the marketing studios, Service Quality has been suggested as one of basic strategies for success. 3) In e business studies, Trust has been emerging as a potentially important antecedent of e loyalty. 4) There has been a paradigm shift from satisfaction to loyalty in marketing emphasis. 5) Nowadays, ERP (Enterprise Resource Planning) has been pervaded in many organizations and has supported PCA (Profit Center Accounting) or Channel based Accounting, so it has not been difficult to evaluate financial performance of Electronic Store. The ESM that has six dimensions (System Quality, information Quality. Service Quality, Trust, Loyalty, Financial Performance) and expresses the causal relationship among them was proposed and was compared with BSC (Balanced Scorecard), WebQual, and EWAM (Extended Web Assessment Method). The results showed that the ESM coincides with BSC and contains dimensions of WebQual, and EWAM.

• The Journal of the Korea institute of electronic communication sciences
• /
• v.8 no.9
• /
• pp.1351-1358
• /
• 2013

This paper aims to study the effects of quality of u-City public service on customer satisfaction in the Korea and is summarized as follows. First, we propose a model for assessing customer's satisfaction on u-City public services. The model comprises of information system (IS) quality, information quality, service quality and publicity. For verifying a model, a statistical study by SPSS 12.0 and AMOS 16.0 has been performed. Second, it is shown from the analysis that information system (IS) quality, information quality and publicity have a positive effect on customer satisfaction. while service quality does not. Last, the study shows that u-City public service enables any citizen to connect to necessary service in anytime and anywhere.