• 제목/요약/키워드: Internet service

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인터넷 비즈니스 조직의 e-서비스지향성 결정요인과 성과에 관한 연구 (A Study on the Relationship Between e-Service Orientation and Performance of Internet Business Organization)

  • 박상규;원구현
    • 한국경영과학회지
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    • 제29권2호
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    • pp.1-18
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    • 2004
  • Due to the change to the digital environments, the offer of services on the on-tine differs from one on the on-line. This paper Identifies what functions internet business organizations should fulfill to provide on-line services of good qualify and analyzes whether these functions lead effectively to the expected performance of Internet business firms. The components of service orientation in the Internet business organizations appear to be the servant leadership, customer treatment from the Internet service encounter, Internet service failure prevention and recovery, Internet service standards communication, Internet service training, and internet service rewards. Therefore, these determinants should be incorporated in the practices, Procedures, end routines of Internet business organizations in order to create and provide excellent Internet services. Furthermore, it is demonstrated that Internet service orientation has a significant effect on satisfaction by employees and customers, the value and quality of Internet service, and the firm's performance. This implies that the service orientation is an Important factor In the on-line service organizations and that the internet business can be successful when the service orientation is diffused throughout the firm's organizations. It is also shown that the important factors, which connect Internet service orientation and its performance, are the service quality, value of Internet service and customer satisfaction. That is, the service orientation can ultimately lead to the corporate performance when customers are satisfied after confirming the value and quality of Internet service by visiting the web site.

무선인터넷 포털서비스의 유형과 유망 컨텐츠 분석 이동전화를 통한 무선인터넷을 중심으로 (A study on the mobile Internet portal service types)

  • 김주성;김태성;고석하
    • Journal of Information Technology Applications and Management
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    • 제9권4호
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    • pp.151-164
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    • 2002
  • This paper predicts how mobile Internet portal services will go ahead and what contents will be needed at the portal site. Mobile Internet interface needs to be concise and compressed because of the size of terminals Thus mobile internal service wants integrated portal service We study the service strategy for mobile internet portal Service according to the product life cycle Many Korean people who have used 'wired and fixed' Internet services and mobile phones want the mobile Internet portal to provide many attractive functions and high quality of service Thus we consider the current Korean mobile Internet service as the maturity phase of its life cycle The maturity phase needs the strategy of diversifying and focusing on, thus we recommend the hub portal model for Korean mobile Internet service, In this paper, we survey contents of mobile Internet portal service as a case study. With the result of the analysis, we present the promising contents as follows: video conference service, financial service, stock trading service, traffic information service, location map service, emergency rescue service, and so on.

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휴대인터넷 서비스에 대한 니즈[Needs]분석 (An Analysis on the Needs for the Mobile Internet Service)

  • 주영진;이광희
    • 디지털융복합연구
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    • 제1권1호
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    • pp.235-253
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    • 2003
  • In this research, we have developed a model that can explain the potential customer's needs for the potable Internet service, a concept with 'QoS guaranteed lower-price high speed mobile Internet service. Based on the developed model, we have also derived some empirical implications for the business firms interest in the potable Internet market. The developed model is incorporating a survey result, answering of potential customer's attitude for the portable Internet service, from the subscribers to the Internet service, wireless LAN service, and mobile Internet service. As a result, we have found that a very innovative group, such as wireless LAN users and 20's age group using mobile Internet service, could be the most attractive market segment. Moreover, the aspects of the service coverage and the price competitiveness at the service launching stage could be the most critical success factors for the portable Internet service.

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인터넷뱅킹에서 웹사이트 품질이 서비스가치와 고객만족에 미치는 영향 (An Effect of Website quality on Service Value and Customer Satisfaction in the Internet Banking)

  • 조철호;박정원;김종원
    • 한국품질경영학회:학술대회논문집
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    • 한국품질경영학회 2006년도 춘계학술대회
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    • pp.216-223
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    • 2006
  • An Effect of Website quality on Service Value and Customer Satisfaction in the Internet Banking Internet Banking is very popular in Korea these days. More than 25million are using Internet Banking. This study is to find Quality Factors for Internet Banking Services and relationship among Internet Banking Service Value, Customer Satisfaction and Reuse. In this study we found that Service Value is prior to Customer Satisfaction. And also, Service Value and Customer Satisfaction affect customers reuse respectively. This study also found that 7 factors compose Internet Banking Service Quality. They are Convenience Security, Informal ion Providing, Communication, Design, System Correcteness. Convenience, Informal ion Providing, Communication and Design affect Internet Banking Service Value. System, Correcteness and Convenience affect Customer Satisfaction. So we learened that Internet Banking Customers discriminate Service Value from Satisfaction.

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인터넷 오락 서비스의 유용성, 용이성, 명성, 그리고 유료화가 그 서비스 사용에 미치는 영향 (The Impacts of Perceived Usefulness, Ease of Use, Reputation, and Usage Fee of the Internet Entertainment Service on the Use of the Service)

  • 김치헌;김준석
    • Asia pacific journal of information systems
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    • 제13권3호
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    • pp.85-106
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    • 2003
  • Recently, firms which have offered a "free Internet service" to their customers, are considering a "charged Internet service" for increasing a company's profit. But they have doubts about the results, because consumers may fly away from their web-site easily and may discontinue using their services. The purpose of this study is to investigate which factors make consumers use the charged Internet services. To do this, the factors, which are ease of using the service, usefulness of the service, the reputation of the service provider, service cost, and the intention to use the service as a mediator, are analyzed. To achieve this research objective, a structural equation model was constructed and a field study method was used. The findings are summarized as follows: First, ease of using the service, usefulness of the service, and service cost have significant impacts on the charged Internet service usage through the intention to use. Especially, although service cost influences on the service usage largely, the usefulness of the service has a bigger impact on the charged Internet service usage than service cost. Second, the reputation of the service provider does not have any impact on the service usage. Third, consumers using only the free Internet service tend to hesitate about using the "charged Internet service" because they doubt its ease of use and usefulness in spite of the service cost.

유비쿼터스 컴퓨팅에서 포스트 PC의 모바일 인터넷 서비스 유형 (The Patterns of Mobile Internet Service for Post PCs in Ubiquitous Computing)

  • 김인재;심형섭;정민호
    • 한국IT서비스학회지
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    • 제6권3호
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    • pp.179-193
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    • 2007
  • Mobile Internet Service has been accelerated in ubiquitous computing environment. The purpose of this study is to suggest the patterns of mobile internet services based upon the current and future environments. The types of mobile internet service are explicated on the basis of current and future usage. A two-dimensional framework using level of timeliness and service purpose is utilized for classifying mobile internet service. Future trends of mobile internet service are carefully suggested.

The Service Operation Strategy of Internet Shopping Mall by User Segmentation Market Typology

  • Jeong, Won-Kil
    • Journal of the Korean Data and Information Science Society
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    • 제15권1호
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    • pp.11-20
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    • 2004
  • The purpose of this paper was to reveal Service Operation Strategy for the Internet shopping mall based on the types of internet users' market segmentation focus on the internet shopping behavior and e-service quality. In this paper, we examined internet shopping behavior and internet service quality factor depend on the types of internet users' group empirically. The empirical study result identifies the main decision factor depend on the types of internet users' group. On the basis of these result, Service Operation Strategy for the internet shopping mall has been suggested.

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성별 특성에 따른 무선인터넷 서비스 품질, 만족도, 추가사용 의도의 관계 분석 :휴대폰 사용자를 중심으로 (A Ration Analysis of Quality, Satisfaction, and Additional Use Intention on Mobile Internet Service in Gender : Focus on Mobile Phone Users)

  • 임세헌
    • Journal of Information Technology Applications and Management
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    • 제14권1호
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    • pp.57-74
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    • 2007
  • Since 1999, mobile internet service has been increasing rapidly. According to the Ministry of Information and Communication (MIC) of the Republic of Korea, the size of mobile service market is forecasted to be valued at approximately 10.5 trillion won in 2007. For this reason, many mobile service providers have adopted customer-centered strategy for the successful business in the mobile internet services. Thus, this research examines the rations of service quality, user satisfaction, and additional use intentions with 88 users (male and female) of mobile internet service using structural equation model (SEM). The result shows that there is a difference between male and female using mobile internet service regarding the quality factors of mobile internet service. This study provides some guidelines for the successful strategic planning of customer-centered mobile internet services in gender.

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인터넷뱅킹의 서비스품질이 e-서비스가치 및 고객만족과 고객충성도에 미치는 영향 (The Effect of Service Quality on E-Service Value, Customer Satisfaction and Loyalty in Internet Banking)

  • 정기한;박민영;신재익
    • 디지털산업정보학회논문지
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    • 제5권4호
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    • pp.231-247
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    • 2009
  • With the growth of e-commerce banks make the best use of internet banking which can provide all sorts of financial services in cyber space and satisfy customers beyond traditional banking services which are cash reserve and loan based on retail. For survival of internet banking high quality of service should be provided to customers. For this, the attributes of service quality in internet banking should be identified first. The studies on scale of service quality in internet banking have been divided into two ways. While traditional way has focused on SERVQUAL, several researchers have developed scale of e-service quality. However, the dimension of e-service quality is applied from the traditional dimension of service quality. In this paper five dimensions of tangibles, reliability, responsiveness, assurance, and empathy based on SERVQUAL are used as scale of service quality in internet banking through reviewing previous studies. In addition, because service value is correlated to service quality, the dimensions of service quality can affect e-service value. The positive relationship among e-service value, customer satisfaction, and customer loyalty in online or offline service has been identified by previous studies. The purpose of this study is to identify the relationship among service quality, e-service value, customer satisfaction, and customer loyalty in internet banking. SPSS 12.0 is used to test validity and reliability of questionnaire items and correlation of variables and AMOS 4.0 is used to test the hypotheses. The results of this study show that the responsiveness, assurance, and empathy factors of service quality have a positive effect on service value and that the tangible and assurance factors have a positive effect on customer satisfaction. It also shows that e-service value affects positively customer satisfaction and loyalty. Customer satisfaction affects positively customer loyalty. Therefore, to enhance customer satisfaction and loyalty, service quality and value of internet banking should be improved through reinforcing customers' trust in internet service quality.

QFD를 이용한 인터넷 쇼핑몰의 서비스 품질 측정 및 개선에 관한 연구 (A Study on the Measurement and Improvement of Service Quality using QFD in the Internet Shoppingmall)

  • 정상철;유해림;김명숙
    • Journal of Information Technology Applications and Management
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    • 제11권4호
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    • pp.181-208
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    • 2004
  • By the developing of Internet. the environments of the company have rapidly been changed. Especially. managers in the Internet shoppingmall have been try to provide excellent e-Services to their customers. e-Service i~ defined comprised of all interactive services that are delivered on the Internet uSing advanced telecommunications. information, and multimedia technologies. but according to study of e-Satisfy. com[2000]. customer service through internet is still neither effective nor efficient and poor service will impact on company's profit but excellent service can improve their value and quality of the service or product. In order to customer-oriented e-Services. this study suggested the QFD linked with e-Service quality model for the Internet shoppingmall service system. which can help determine design characteristics being relevant to customer's e-Service quality requirements. this hybrid model have two stages. In the first stage. we do measure service quality and find priorities of service quality attribute by purchase process. and in the second stage. on the basis of priority of e-Service quality attributes, we find design characteristics to maximize customer satisfaction. From this study, we provide internet shoppingmall managers with the implications for improvement of service quality, measuring quality of e-service, providing design characteristics for customer-oriented service quality.

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