• Journal of the Korean Data and Information Science Society
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• 제19권4호
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• pp.1123-1131
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• 2008

A considerable amount of research has focused on the dimensionality of service failure and recovery construct. This paper is focused on service failure and recovery in the Korean native cattle and imported beef restaurant industry in the Korea. So, this paper has adapted Kau and Loh's Service recovery measurement scale so that restaurant managers can use it to determine how customers perceive the service quality in Korean native cattle beef restaurant and imported beef restaurant. The purpose of this research is to test the difference in pre-purchase expectation and post-purchase actual performance of 4 dimensions between the restaurants that sell the beef of Korean native cattle and imported cattle. The paired t -test is used to test difference of pre-purchase expectation and post-purchase actual performance for service recovery measurement scale's 4 dimensions of the 2 restaurant types. But, there is significant difference between pre-purchase expectation and post-purchase actual performance in the 2 restaurant types.

• 대한영양사협회학술지
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• 제7권4호
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• pp.397-409
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• 2001

The purposes of this study were to identify customer expectation, perception and satisfaction of foodservice quality to analyze the influencing factors on foodservice quality and finally to provide basic information for the improvement of foodservice quality. A survey of 4 factory foodservices was undertaken and detailed information was collected from 675 respondents. Statistical data analysis was completed using the SPSS package program for descriptive analysis, t-test and one-way ANOVA. Male had higher scores than female in perceptions of foods and services, and the differences were statistically significant. As analysis of expectation, perception and satisfaction result of age, expectation and perception were statistically significant, and mostly expectation and perception increased according as age increased. Expectation and perception showed statistical differences by marital status. Married people had higher scores in expectation and perception of food and service than single. According to family type, respondents living alone showed lower scores in expectation and perception of food and service than those living with family or relatives. Conversely, living alone had high expectation on service. As analysis of work type, office workers showed higher scores of service expectation, food and service perception than production workers. As education level increased, food and service expectation and perception increased mostly. As analysis of work post, food and service expectation and perception increased as work post raised. Meanwhile, married people had higher scores in service quality of satisfaction than single. Result of the study can be summarized as follows the analysis of expectation, perception and satisfaction of foodservice quality, the Quadrant of food and service quality expectation and perception according to demographic variables. Expectation, perception and satisfaction scores of foodservice attributes according to work type. The distribution of attributes with satisfyingly significant difference in grid.

• International Journal of Advanced Culture Technology
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• 제11권2호
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• pp.345-357
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• 2023

This research investigates the relationship between the information quality, service quality, and system quality of lodging apps and the users' expectations, level of satisfaction, and intent to continue using them. For this objective, 418 respondents participated in a survey. To evaluate the hypotheses, the collected data were examined using SPSS 22.0 and AMOS 22.0 statistical software. This study constructed a model using information quality, service quality, system quality, expectancy, satisfaction, and intention to continue using the pre- and post-use relationship of users of accommodation applications. The results of testing the hypotheses indicated that system quality had no significant effect on expectancy, system quality and service quality had no significant effect on satisfaction, and all other hypotheses had significant effects. The conclusion of this research is that the app's system quality, including access speed, access barriers, and privacy, does not satisfy pre- and post-use expectations. In addition, the system quality and service quality of the application have little effect on the app's satisfaction. The information quality of the application has a considerable impact on expectation confirmation and satisfaction, expectation confirmation has an impact on satisfaction, and expectation confirmation and satisfaction have an impact on intention to continue using.

• Journal of Information Technology Applications and Management
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• 제17권2호
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• pp.175-185
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• 2010

The primary objective of this paper is to examine post acceptance behavior model in UCC services. Based on the relevant literature reviews, this study posits six characteristics, that is, expectation confirmation, perceived usefulness, perceived enjoyment, satisfaction, and continuance intention as key variables to describe the post acceptance behavior model in UCC services. Then we constructed a research model and hypotheses about relationship between these variables. A total 286 usable survey responses of UCC service users have been employed in the analysis. The empirical results of this study are summarized as follows. Firstly, expectation confirmation has a positive effect on the perceived usefulness, perceived enjoyment, and satisfaction. Secondly, perceived enjoyment has a positive effect on the satisfaction. Lastly, perceived usefulness, perceived enjoyment, and satisfaction have a positive effect on the continuance intention. These results will be helpful for the UCC services sector to further develop service delivery strategies for strengthening the ongoing relationship with customers. Finally, some possible limits of the present research and future directions for such research were discussed.

• 한국전자거래학회지
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• 제9권3호
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• pp.169-190
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• 2004

본 연구는 기대불일치 이론에 근거하여 웹 사용자들의 정보 품질에 대한 기대수준은 어떠하며 또한 기대에 대한 지각 성과수준은 어떠한지 그리고 이들 변수 간에는 어떠한 인과관계가 있는지를 파악하고자 실증분석 하였다. 연구결과를 요약하면 첫째, 웹 정보 품질의 기대는 동화효과에 의해 지각된 성과에 正(+)의 영향을 미치는 것으로 나타났으며, 기대일치성에는 正(+)의 영향을 미치는 것으로 나타났다. 둘째, 웹 정보 품질의 지각된 성과가 기대일치성에 正(+)의 영향을 미치는 것으로 나타났으며, 웹 정보 품질만족에 正(+)의 영향을 미쳤으며, 웹 정보 품질만족이 전반적인 총체적 만족에 正(+)의 영향을 미치는 것으로 나타났다.

• 한국경영정보학회:학술대회논문집
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• 한국경영정보학회 2007년도 International Conference
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• pp.503-508
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• 2007

In order to understand information system post-adoption phenomena, the expectation-confirmation model (ECM) was proposed. Past studies based on the ECM focus on a referent centered on the target IS being studied. The effect of this reference, captured through confirmation, has been strongly shown. However, the saliency of two additional reference effects, captured through self-image congruity and regret, has not been explored. In order to fill this knowledge gap, this paper attempts to develop a research model that extends the ECM by incorporating self-image congruity and regret as well as perceived enjoyment. For this extension, we synthesize the extant literature on continued IS use, self-image congruity, and regret. The analysis results tell us that self-image congruity plays a key role in forming two post-adoption beliefs, perceived usefulness and perceived enjoyment. It is also found that the absolute effect of regret on continuance intention is larger than those of other antecedents identified in IS. Overall, this study preliminarily confirms the saliency of self-image congruity and regret in post-adoption phenomena. Our study results is likely to help the IS community systematically address unexplored effects of self-image congruity and regret.

• 한국데이타베이스학회:학술대회논문집
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• 한국데이타베이스학회 2010년도 춘계국제학술대회
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• pp.299-308
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• 2010

The primary objective of this paper is to examine of post acceptance behavior model in VCC services. Based on the relevant literature reviews, this study posits six characteristics, that is, expectation confirmation, perceived usefulness, perceived enjoyment, satisfaction, and continuance intention as key variables to describe the post acceptance behavior model in VCC services. And then we constructed a research model and hypotheses about relationship between these variables. A total 286 usable survey responses of CCC service users have been employed in the analysis. The empirical results of this study are summarized as follows. Firstly, expectation confirmation has a positive effect on the perceived usefulness, perceived enjoyment, and satisfaction. Secondly. perceived enjoyment has a positive effect on the satisfaction. Lastly, perceived usefulness, perceived enjoyment, and satisfaction have a positive effect on the continuance intention. These results will be helpful for the UCC services sector to further develop a service delivery strategies for strengthening the ongoing relationship with customers. Finally, some possible limits of the present research and future directions for such research were discussed.

• 복식문화연구
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• 제22권6호
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• pp.930-942
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• 2014

The purpose of this study is to apply the expectancy disconfirmation model to consumer post-purchase behavior toward fast fashion brands. This study incorporated repurchase intention as a result of consumer satisfaction. It was hypothesized that consumer satisfaction, which is influenced by expectation, perceived performance, and disconfirmation, influences repurchase intention. It was also hypothesized that expectation influences performance. This study examined the brands and prices of the most recent purchases of fast fashion and also examined whether the purchases were planned or unplanned. The hypothesized path was tested and the relative influences of instrumental and symbolic performance on satisfaction were identified. Data were collected from questionnaires answered by 344 university students who were selected by convenience sampling. The results were as follows: 1) Purchased brands were, in the order of frequency of purchase, Uniqlo, Zara, H&M, and Forever21, followed by domestic brands, 8seconds, Spao, and Mixxo. The frequency of unplanned purchase was more than twice higher than planned purchase. 2) Based on expectation and performance, dissatisfactory group was larger than satisfactory group, which were 35.8% and 24.7% respectively. 3) It was revealed from the expectancy disconfirmation model analysis that expectation and performance had positive influence, but cognitive dissonance had negative influence on satisfaction. Satisfaction had significant influence on repurchase intention. The path analysis showed that all hypothesized path coefficients were significant. The results suggest some effective marketing strategies for marketers in the fast fashion industry.

• 산업융합연구
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• 제3권1호
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• pp.33-54
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• 2005

This article examines customer repurchase intention change. Specially we focus whether pre-purchase expectation and post-purchase satisfactions to retailers contribute to repurchase intention change. The previous works of customer satisfaction and repurchase intention were empirically tested the product based on the disconfirmation theory. But this study present the relations between the satisfaction and repurchase intention to stores. First, this study deliberately classified the types of stores. And I set the repurchase intention process apart into three part for empirical wok. In one part, the effect of trust has on expectation was tested. At the second procedure I test the expectation impact to satisfaction. Part three was about the relations between satisfaction and repurchase. In empirical test, convenience 200 sample was used. For these sample I use questionnaires that include the intensity of repurchase intention to postpurchase dissonance. Statistically regression uses as a solid tool to prove the relations between consumer satisfaction and repurchase. MANOVA results support the level of effect that different each store. They were supported through regression analysis. Also, by MANOVA the difference of them was turned out to be significant.

• 한국의류학회지
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• 제35권3호
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• pp.281-291
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• 2011

This study investigates the influence of self-efficacy in purchasing clothes in the consumer satisfaction formation process. A survey was conducted on 300 adults living in the Seoul and Gyeonggi area and 231 completed questionnaires were used for analysis. The survey questionnaires measured the respondent's self-efficacy in purchasing clothes, expectation, perceived performance, expectation confirmation, and satisfaction level. The data were analyzed by moderated regression analysis. The results are as follows. First, for apparel products, perceived performance, and expectation confirmation have a direct effect on consumer satisfaction, while expectation has no direct effect on consumer satisfaction. This finding agrees with the results reported in a previous study on consumer goods with low ambiguity in assessing products and services including sneakers, underwear, cereals, and financial services. Second, the lower the self-efficacy in purchasing clothes, then the increased effect of the expectation confirmation that influences consumer satisfaction. However, the self-efficacy in purchasing clothes did not show any moderating effect on the perceived performance affecting the consumer satisfaction. The self-efficacy in purchasing clothes seems to have a moderating effect on the consumer satisfaction formation process by affecting the ambiguity in pre-purchase product assessment and not in post-purchase product evaluation.