• Journal of Information Technology Services
• /
• v.11 no.2
• /
• pp.49-68
• /
• 2012

The purpose of this study is to analyse the country image, the pre-assessment, and the usage intention about overseas internet shopping mall service in china and how these factors are related to one another according to internet shopping mall using experience. And this study divided the country image for internet shopping mall service into two components : general country attribute and general service product attribute. In this study it is found that the country image of international internet shopping service is directly related to the pre-assessment, and the pre-assessment is related to usage intention especially in case that chinese consumer has a lot of internet shopping mall using experience. In the other case, the general country attributes affect the general service product attributes but the general service product attributes don't have any relationship with the pre-assessment. For a successful international internet shopping mall service business in China, marketer should recognize that it is important to formulate the policy extending the internet shopping mall experience as well as using the country image.

• Journal of Service Research and Studies
• /
• v.13 no.3
• /
• pp.147-159
• /
• 2023

This study is a study to develop a model for measurement and processing of experience data, which is emerging as a core value in quality management of medical services. In the theoretical background, a literature study was conducted on the importance of experience in medical service, measurement and processing of experience data, and realization of patient-centeredness. Based on these literature and theoretical background research results, operational definitions were performed for the following four research variables, and statistical tests were conducted. Hypothesis 1 is the effect of measuring experience data from the perspective of three factors on persona modeling, Hypothesis 2 is the effect of persona modeling on service blueprint visualization, Hypothesis 3 is the effect of service blueprint visualization on realization of patient-centeredness, and Hypothesis 4 is persona modeling This is the effect that modeling has on the realization of patient-centeredness. After data-based testing of factor analysis, reliability analysis, and correlation analysis, all four hypotheses were adopted as a result of verification using regression analysis. In conclusion, in an era where it is difficult to recognize the value of having only good medical staff and medical equipment in hospitals, it was possible to grasp the meaning that what kind of medical service experience is continuously obtained is more important to patients than the effectiveness of medical staff and medical equipment. In the era of the service economy, the core of hospital service competitiveness is providing attractive experiences, which is the real strength of hospitals, so the measurement and processing of experience data, which is the subject of this study, will have an important meaning in realizing patient-centeredness and realizing smart hospitals.

• The Korean Journal of Franchise Management
• /
• v.10 no.2
• /
• pp.59-70
• /
• 2019

Purpose - Every company studies how to attract and retain new customers to increase competitiveness and profitability. Companies establish strategies to attract customers, secure competitive advantage and generate revenue. Businesses are looking for newer and better ways to differentiate themselves in the marketplace. One of the requirements for service differentiation is to make it a prerequisite for an engaging customer experience. Customer experience can be attained through service experience. Satisfaction determine whether to reuse the food service franchise. The purpose of this study is to investigate the effect of customer experience on the satisfaction and revisit intention of food service franchise. In this study, customer experience consists of three attributes such as service environment, food quality, and price fairness. Also, this study is to identify the importance of three service experience attributes of customer satisfaction and revisit intention using ANN (artificial neural network) analysis. Research design, data, methodology - The survey was conducted on customers who have visited franchise restaurants in one month in order to examine how service environment, food quality, and price fairness have been influenced customer satisfaction and revisit intention through online survey company (SM culture & contents). A total of 300 representative surveys were collected. Of those collected surveys, 26 were not used due to missing information, resulting in 274 as the final sample size. The sample size was more than 10 times more than the number of variables used in the structural model analysis. Results - The findings of this study are as follows: Service environment and price fairness have a significant effect on satisfaction. However, food quality did not have a significant effect on satisfaction. Finally, it was found that satisfaction had a significant effect on revisit intention. Meanwhile, according to the results of ANN analysis, satisfaction as a dependent variable was found to be the most important in male price fairness and service environment in female. Also, when the revisit intention is used as a dependent variable, both male and female price fairness are important. Also, when the intention to revisit is used as a dependent variable, both male and female price processes are important. Conclusions - First, a restaurant franchise enterprise needs to manage customer service experience. Customers should strive to eat and enjoy at a dining franchise store. Second, it is necessary to design a food service franchise shop as a customer-oriented service environment. Franchise companies need to improve the environment so that customers can use the store conveniently. Third, the restaurant franchise menu price needs to be cheaper than the alternative menu. The restaurant franchise menu needs to be constructed with a popular menu that can be used continuously by the customer, so that it can be set at a reasonable price.

• Journal of Digital Convergence
• /
• v.18 no.7
• /
• pp.299-306
• /
• 2020

The purpose of this study is to find out specific measures that can help the management strategy of patient-centered medical institutions by conducting research on patient experience surveys of convergence outpatient medical services using data mining techniques according to changes in patient-centered medical culture. Using the raw data of the 2018 Medical Service Experience Survey, 8,843 people over the age of 15 who had patient experience in outpatient medical services were analyzed. Decision tree analysis was performed. The determinants of satisfaction with outpatient medical services patient experience were the doctor's area and patient's rights protection area, and the determinants of intention to recommend outpatient medical services were the doctor's area and facilities comfort. Women evaluated the experience positively in overall satisfaction as compared to men, and those over the age of 60 positively evaluated the overall satisfaction and intention to recommend. It is significant that the outpatient experience decision-making model is presented, and that the doctor's area, patient's rights protection area, and facility comfort are important factors. Long-term research on the 'Medical Service Experience Survey' is needed, and research on the inpatient medical service experience is needed.

• Informatization Policy
• /
• v.30 no.3
• /
• pp.92-121
• /
• 2023

As music streaming services (MSS) involve various interactions with users during the music consumption process, it is important to understand the user experience and manage the service accordingly. This study developed a user experience model for MSS by theoretically linking the quality characteristics considered important by music service users with the structure of user experience. PLS analysis was then performed using survey data to test the model. As a result, functionality (search, browsing, and personalized recommendation), UI usability, content quality (currentness, sufficiency, relevance), and monetary cost were found to be key experience factors that determine the experience consequence, i.e., user satisfaction. In addition, in a supplementary analysis comparing domestic and global services, differences in user experience were found between the two groups in terms of functionality and content quality. The user experience model of MSS proposed in this study serves as a new foundation for theory-based research in this field and provides meaningful implications for the competitive landscape among music streaming service platforms and for their competitive strategies.

• Korean Journal of Childcare and Education
• /
• v.17 no.5
• /
• pp.105-128
• /
• 2021

Objective: This study aimed to explore the experience and meaning of pre-service early childhood teachers who practiced health promoting activities for themselves. Methods: Research participants were 115 pre-service early childhood teachers enrolled in the health education for children course at one college in G region. The reports of activity records of their eight-week long health promotion activities were collected as qualitative data followed by content analysis being implemented. Results: First, the experience of the health promoting activities the participants took part in was categorized into 'Early phase of experience: A mix of worries and anticipation, and success and failure', 'Mid phase of experience: Being motivated by physical changes and records', and 'Late phase of experience: Continuous execution through habituation.' Second, the meaning of health promotion activities the participants took part in was categorized into 'A great opportunity for introspection', 'A meaningful start of college life', and 'A valuable chance to consider desirable roles of a teacher for early childhood health education.' Conclusion/Implications: The results of this study suggest that pre-service early childhood teachers should pay close attention to their health management, and that contents that emphasize the importance of teachers' health should be included in health education.

• Korea Science and Art Forum
• /
• v.19
• /
• pp.561-568
• /
• 2015

A lot of electrical energy is used in our daily life. While energy saving concerns are overall, consumption practices of people in general are very different. People want to control their energy use and by knowing the amount of energy they use. Smart plug is a new device that measures electricity usage through each plug at an outlet with on/off control. User experience for electrical devices in regards to electricity usage should be newly designed. In this study, based on the survey, personas have been devised and their energy use experience in relation with smart plugs have been designed. Service models have been designed as well. By designing service with smart plug, user could enhance the experience of energy usage and saving and energy consumption practices could be improved in a sustainable manner.

• Journal of Information Technology Services
• /
• v.19 no.2
• /
• pp.1-10
• /
• 2020

In this study, the structure model including the role of servicescape focusing on service participation and customer experience in theme park service is demonstrated empirically. The servicescape construct of theme park service includes three factors such as ambient atmosphere, functionality and layout, and sign, symbols etc. Customer service participation includes suggestion, passion and citizenship. And the emotional and convenience factors are included to customer experience. As an analysis result of examining the 241 respondents of university students, some implications were described. Customer satisfaction is greatly influenced by customer's participation in theme park service, and customer's participation has a significant effect on improving customer satisfaction by inducing customer experiences. It is desirable to consider servicescape priority in order of signs and symbols, ambient atmosphere, functionality and layout factor. The customer's participation in service is a passion for participation, citizenship, and suggesting for problems or improvements. Therefore, participants in planning and designing servicescape in the future, including IT services, should be creative in the direction of inducing various participations of customers and creating positive experiences for customers. In order to apply these findings to the composition of servicescape, the participation of various experts is required. Also, the expertise and competences of various fields must be gathered for each issues, and a more creative and scientific approach is required.

• Journal of Korea Society of Digital Industry and Information Management
• /
• v.9 no.3
• /
• pp.211-221
• /
• 2013

This study investigated the effect of service quality and using experience on a royalty in a electronic commerce. Expecially, used HTS (Home Trading System of securities companies)as a online service system. HTS (Home Trading System) is a electronic commerce system of securities companies that is a most progressive tool of it. Almost securities companies are offering these typical trading system, because it is a required factor for a competitive position in their compound market. This paper made hypotheses of five cases, and collected some data through survey questionnaire for an analysis of actual proof. For attaining the object of this research, used a structure equation modeling, and found that almost paths of the research model are supported among the service quality, using experience, involvement and royalty. This study could provide academic and managerial implications in a electronic commerce business.

• Journal of Service Research and Studies
• /
• v.11 no.1
• /
• pp.21-30
• /
• 2021

This study examined methodologies for establishing a customer experience-focused innovation strategy, which is essential to transforming existing collection and preservation-oriented museum service into a visitor-oriented service. To this end, a review of studies examining good customer experience and bad customer experience was conducted, focusing on change in museum environments and customer experience from the service science and customer experience management perspectives. Research was conducted to present and prove. Implementing a customer experience-oriented innovation strategy in a museum requires exploring the various approaches that can be used to reach the target state from the present state, focusing on the customer, and selecting the most appropriate transformation plan. This study found that effective approaches are distinguished by the fact that they generate positive emotions in customers and use customer experience data to make important decisions regarding the establishment of practical resources in museums. This innovation model was developed and validated by analyzing how it differed from existing evaluation methods. Finally, a regression analysis using the customer experience measurement procedure, customer experience diagnosis/evaluation, customer experience innovation strategy, and museum performance as variables revealed a significant causal relationship.