• Journal of Korea Port Economic Association
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• v.30 no.1
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• pp.57-71
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• 2014

Information which port provide to users including shipping companies is essential information for their business performance. Thus, information service of several services which port provide to shipping company is also very important port-logistics service. However, despite of this importance, there have been little research related to port-logistics information service. The aim of this study is to analyze the satisfaction of information service for port logistics. To achieve this objective, evaluation criteria consisting of 16 items based on the previous research was established. And satisfaction index that can effectively show the current level of information service for port logistics was developed. The results of analysis showed that satisfaction index of information service provided by Busan port was 61.90. And from the data analysis, it was revealed that current level of information service in whole area was less than 63 points. It was implied that improvement for overall port-logistics information service was needed. Finally, from the follow-up research, it was found that information service provided by Busan port have weakness in the aspects of unification of information and celerity of information.

• Journal of Korea Society of Digital Industry and Information Management
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• v.7 no.2
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• pp.173-183
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• 2011

The business is faced with the situation must improve a power in an increasingly competitive environment due to the recent rapid advance in information technology and the opening and expansion of global market, fast technological change, and various customer demand. The rapid change in information technology is having an effect on not only all the processes to develop products, but information contents that is provided for the purpose of customer value, and the appearance of products. In other words, the information technology is being recognized as a very important factor among other factors for companies to enhance their competitiveness. In addition, it is more efficient to focus on key factor to maintain the competitive advantage on the using of information technology by outsourcing information systems, rather than by operating the systems under their own. Since the global financial crisis, the long-term recession has been increasing companies who is ready to adopt outsourcing or adopted already. This study is to understand the environment and unique characteristics of outsourcing services and related industries focusing on information system operation and management in information outsourcing services, and is to set the concept needed through my theory that is connected to the service quality and customer satisfaction. A lot of business wiew the improvement of service quality and ensuring customer satisfaction as the major factors of business growth, and lots of ongoing studies have focused on service management in the Information outsourcing service industry. Yet few studies have ever concentrated on the quality of information system operation management service. This study, moreover, is to define the quality of service related with customer satisfaction from customer's viewpoint, measuring effects on customer satisfaction. The quality of outsourcing service on information system in this study is a great help to companies who are offering information outsourcing service, and company's managers and staffs who outsourcedto specialized company.

• The Journal of Industrial Distribution & Business
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• v.11 no.12
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• pp.29-38
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• 2020

Purpose: The purpose of this study is to empirically analyze the effect of chatbot service quality, chatbot trust, and chatbot satisfaction on chatbot reuse intention and store reuse intention. Research design, data, and methodology: We reviewed the literature on domestic and international chatbots, established hypotheses, and analyzed them. We empirically analyzed the process model in which chatbot service quality (interaction quality, information quality) has a positive effect on chatbot trust and chatbot satisfaction, and that chatbot trust and satisfaction positively affect chatbot reuse intention and store reuse intention. A survey was conducted on 212 people who had used shopping mall chatbots and financial service chatbots after demonstrating the shopping mall chatbot video. Structural equation modeling was conducted by using AMOS 24.0 to test the proposed relationships. Results: As a result of the empirical analysis, the effects of interaction quality on chatbot trust and information quality on chatbot satisfaction were not supported, but the rest of the hypotheses were statistically significant. It was found that the information quality of chatbot service had a positive effect on chatbot trust, but did not significantly affect chatbot satisfaction. In addition, the interaction quality of the chatbot positively affects the satisfaction of the chatbot, but it does not significantly affect the trust of the chatbot. Chatbot trust was found to have a positive effect on chatbot satisfaction. Chatbot trust and chatbot satisfaction were found to have a positive influence on the intention to reuse the chatbot. And, chatbot trust and chatbot satisfaction were found to have a positive influence on store reuse intention. Conclusions: The findings of this study offer significant theoretical and managerial contributions in the context of chatbot. Chatbots should enhance customer contact quality management from the perspective of total customer experience management rather than partial function. When providing a chatbot service, it is more desirable to give priority to providing accurate information to increase trust, and at the same time to improve customer satisfaction by increasing the quality of interaction. And in order to increase the competitive advantage of companies, the purpose of introducing chatbots should be clarified and approached strategically.

• Journal of Korean Society for Quality Management
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• v.38 no.4
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• pp.549-560
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• 2010

The role and use of self-service technology (SST) becomes increasingly more important in the e-government service area. Users evaluate the service quality of SST in their everyday life and this evaluation works as a guideline of how SST should evolve for user satisfaction. This study classifies the types of SST according to its purpose and interface, and then investigates the causal relationship of service quality and user satisfaction. In the process, we introduced the three dimensions of service quality - usability, information, and empathy. The analysis results indicate that the three service quality dimensions have positive influence on user satisfaction. While the relationship between information and empathy is significant, that between usability and empathy is not significant. Implications and future research directions are also discussed.

• Proceedings of the Korea Society for Industrial Systems Conference
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• 2007.02a
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• pp.110-113
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• 2007

The purpose of this study was to investigate the nature of relationships among service quality, customer satisfaction and e-loyalty in e-learning site. In order to achieve the study purpose, survey method was applied As a result. it was revealed that service quality had significant effects on customer satisfaction in e-learning site. The influential factors of service quality on customer satisfaction included convenience of use, personalization, tangibles, responsiveness, and reliability in learning site. In addition, service quality had significant effects on e-loyalty as well.

• Journal of Distribution Science
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• v.18 no.6
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• pp.5-14
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• 2020

Purpose: This study was based on curation commerce that has been rapidly developing. It looked into the effect of curation commerce's quality of service factors (information quality, information interest quality, interaction quality, and personalization quality) on satisfaction and the mediating effect of consumer empathy and shopping value between service qualities and consumers' satisfaction with curation commerce. Research design, data, and methodology: The survey was conducted on 273 consumers who used Chinese curation commerce services. The research data was analyzed using the Smart PLS 3.0 program. The empirical analysis was conducted with reliability and validity analyses of the questionnaire and hypothesis test. Results: As a result, only the quality of information had a direct impact on satisfaction. The remaining service quaility factors (information interest quality, interaction quality, and personalization quality) were found to affect satisfaction through utilitarian value or consumer empathy. Conclusions: This study is meaningful in that it selected the service quality factors experienced by consumers about curation commerce services in line with the bright market prospects of curation services. In addition, the significance of this study was to reveal the psychological mechanism of the process in which the quality of service reaches consumer satisfaction.

• Journal of Information Technology Services
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• v.7 no.2
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• pp.13-23
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• 2008

This research is to study the core factors for knowledge information database service and very important database service quality factors to improve customer satisfaction. The database service quality has been critical issue rather than just information service in these days, because the qualitative aspect is becoming more important factors rather than quantitative aspect. As database service quality has been influenced by satisfaction of database user, it needs to try to get excellent results by enhancing ability to obtain information. In order to satisfy this condition, it needs to measure database service quality more accurately first. In this study, we apply conjoint analysis to measure how much to give quality condition to achieve customer satisfaction.

• Journal of Information Management
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• v.43 no.2
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• pp.23-42
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• 2012

This study is to investigate and analyze the service quality and satisfaction perceived by users and librarians of the Foreign Research Information Center (FRIC). The survey results reveal that three groups of in-campus (internal) user group, external user group and interlibrary loan librarian group has highly perceived the service quality and satisfaction of the FRIC. Two user groups have statistically significant different perceptions on the service quality, loyalty, and satisfaction. Internal user group perceived more highly than external user group, in 6 items of satisfaction, 1 item of loyalty, and 7 items of service quality. Structural equation models of satisfaction and loyalty on two user groups were proved to be appropriate. Material factor including success rate of copied text and general physical status of the copy influences significantly on the user satisfaction in both groups.

• Journal of Korean Library and Information Science Society
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• v.47 no.3
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• pp.365-382
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• 2016

In this paper, impact of science and technology information service quality satisfaction and perceived importance on the user loyalty was studied to find the way of improvement of information service quality. To analyze the impact among service quality variables, the research questions and hypothesis are set and statistical analysis on 641 survey answers was conducted. The correlation between satisfaction and perceived importance regarding each service quality item was high. Relationship between satisfaction of every item of the service quality and overall satisfaction was verified by multiple regression analysis. As a result, the five out of seven independent variables are statistically significant influence to the dependent variable. Relationship between the perceived importance and loyalty for each item was verified by multiple regression analysis was confirmed that the four out of seven independent variables are statistically significant influence to the dependent variable. The overall satisfaction is having an effect on loyalty verified through simple regression analysis.

• Journal of Information Technology Services
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• v.9 no.4
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• pp.71-94
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• 2010

Based on IT that is an important competitive resource within the company, the purpose of this paper is to investigate whether the factors of internal IT audit consulting service quality affect the customer satisfaction. In this research. we have identified five different variables that affect the customer satisfaction which are reliability, professionalism, responsiveness, empathy and strategic partnership. Further, the causal relationship between customer satisfaction and audit consulting service Quality has been examined. This research was conducted empirically targeting business units the results could be summarized as follows. First, the study variables, reliability, professionalism, responsiveness, empathy. and strategic partnerships have been proved to be significant effect on customer satisfaction. Next, the strategic partnership of variables was the biggest influence on the customer satisfaction.