• Journal of Information Technology Services
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• v.19 no.5
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• pp.125-136
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• 2020

The subject of this study is user experience analysis for OTT mobile app services. Application service quality was quantitatively measured by utilizing KS-eSQI evaluation model from a service quality perspective. The purpose of this analysis is to analyze how service reuse and other people's intention to recommend services are affected by service quality. In addition, further analysis of user experience will qualitatively look at what efforts are needed to improve OTT service quality and provide a user-friendly environment. According to the survey, the higher the level of KS-eSQI service quality, the higher the reuse of OTT services and recommendation of others. In particular, the dimensions of primary services and unexpected additional services had a higher impact on customer loyalty and recommendation of others than in other industries. Moreover, the following three implications were found to improve app services from a customer experience perspective. First, images and video thumbnails that highlight the strength of the content they provide should be actively utilized. Second, it is necessary to provide service companies with evidence for data-based work recommendations. Third, it should provide a viewing environment in which users can respond more intelligently to the various situations and conditions when they actually watch.

• Journal of the Korean Society of Food Culture
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• v.22 no.2
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• pp.283-288
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• 2007

The purpose of this study was to investigate how users' perceived benefits of hotel F&B loyalty program affected their relationship quality(trust and satisfaction) and loyalty on hotel products and services(hotel food & beverage products/services) and how their relationship quality(trust and satisfaction) influenced their loyalty. The model was tested in the settings of five-star hotels using a sample of current members of food & beverage membership program. Empirical results confirmed that not only perceived benefits of hotel F&B loyalty program affects users' perceived relationship quality(trust and satisfaction) and loyalty on hotel products and services(hotel food & beverage products/services) but that their perceived relationship quality influences loyalty on hotel products and services(hotel food & beverage products/services). According to the results, complimentary dining coupon and food discount strongly affected relationship quality(trust and satisfaction) and loyalty on hotel products and services(hotel food & beverage products/services). Strategically, it is recommended to appeal those benefits to current and potential members to maximize the loyalty. Also, it should be considered as major factors to re-package hotel F&B loyalty program.

• Asia pacific journal of information systems
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• v.33 no.4
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• pp.1093-1117
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• 2023

The study aims to determine the impact of quality outcomes on behavior intentions in Financial Technology (FinTech) payment services. The study is focused on the development and testing of the impact of the SERVQUAL model on the TAM, i.e., Technology Acceptance Model for the measurement of the behavioral intention of users to use fintech payment services. The sample entails 578 specific survey responses from northern India from October to December 2022. The respondents were users of FinTech. The PLS-SEM technique was employed to explain the implementation process. Consequently, it discovered a significant relationship between the SERVQUAL models and the impact on behavioral intentions identified by TAM. The study will provide insight into the factors that impact the quality outcomes and adoption of Fintech payment services to the providers. The paper demystifies FinTech payment services in the range of perception of service quality outcomes and provides essential theories. The TAM model reflects the customer's sense of satisfaction, usefulness, and attitude. In contrast, the SERVQUAL model demonstrates the user's assessment of service quality outcomes such as quality, trust, security, and service quality positively affects behavioral intention in FinTech payment services.

• Journal of Information Technology Services
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• v.19 no.1
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• pp.71-87
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• 2020

As diverse online information services are introduced and the use of them are increasing, the importance of the quality control over the online information services is also increasing. Therefore, studies are being attempted to derive quality evaluation models for online information services, but these showed many limitations. In order to overcome the limitations of the previous studies and create more appropriate quality evaluation model, this study analyzed 408 data collected through the interviews with the users of Korea national online information services (NDSL, NTIS) using content analysis and the coding method of ground theory. Through the analysis, we identified the quality evaluation model (13 elements, 6 dimensions) of online information services and the description and insights of each elements. And the priorities of the most significant element(amount of information) and other key elements(such as the usefulness of the information, the diversity of the field, etc.) were figured out through the frequency analysis. Through these inductive methods based on the responses of users, the quality control model could be derived, which is different from the previous researches. This study is the first study which derived the quality evaluation model of online information service through the inductive way based on 408 interview responses from users. Therefore, the results of this study will be helpful to the post researchers who conduct studies on the quality of online information service, etc. Moreover, the results of this study are expected to provide references of frame for decision-making of working-level officials who have to manage the quality of online information services.

• Management & Information Systems Review
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• v.9
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• pp.65-80
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• 2002

As the growth of Internet business, many web sites have been developed their own Internet business strategies. Yet, many web sites have difficulties to make profit. In this paper, an economic model is developed to analyze web sites' quality and pricing strategies when they initiate their services as free services and develop advertising services and other charged services. By analyzing the economic model, optimal quality and prices was found. And by analyzing the optimal strategy, I found that web sites should properly decide their market share on initial customer. Finally, the importance of web sites' productivity to make profit is emphasized.

• Health Policy and Management
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• v.29 no.3
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• pp.323-331
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• 2019

Background: The purpose of this study is to analyze the effect of impartiality in providing public health services on subjective health happiness and the mediated effects of public health service quality. Based on this, this study intends to present policy implications to improve public health services. Methods: The research method is multiple linear regression analysis. The analysis of the mediating effects is performed by Baron & Kenny's test, Sobel-Goodman's test, and Bootstrap. Results: The impartiality of public health services and the quality of public health services are shown to have a statistically significant effect on subjective health happiness. Quality of public health service appears to be mediating the relationship between impartiality in providing public health care and subjective health happiness. Conclusion: To promote people's subjective health happiness, it is necessary to secure impartiality in providing public health services in the first place and improve the quality of public health services.

• Health Policy and Management
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• v.2 no.2
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• pp.112-130
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• 1992

Patient care services are provided to individual patients in response to their health needs produced by illnesses or injuries. The services are often addressed to very serious conditions, and also they constitute the most expensive component of health care services. Therefore, the importance of quality is emphasized, but there are many indications that patient care quality is far from a satisfactory state in most of the countries. Based upon this observation, it is attempted to examine obstacles and approaches to quality improvement in patient care services. In doing so, following Taguchi's(1986) definition of product quality, quality of patient care services is conceived of as better when the less is the sociental loss attributalbe to variability of intended function and harmful side effects they emhibit after being delivered. Some distinguishing features of medical care sector pose difficulties in implementing effective quality improvement programs in patient care services. Nevertheless, newly proposed method of quality management, based on industrial quality management approach, seems to have a great deal of potential to effectively cope with such difficulties. This method, unlike the traditional approach to quality assurance, focuses on total organisational processes, not individuals, as the obproach to quality assurance, focuses on total organizational processes, not individuals, as the objects of quality improvement; variation, not comparison with standards, in quality measurement; and continuous improvement, not removing only bad quality care, as an ideal. Prerequisite to a successful use of any quality mangement method is motivating providers to improve quality. Conceivable approaches for such motivation are self-regulation, external controls and promotion of competition. Since these approaches are not mutually exclusive, they may be employed in an appropriate combination. In Korea, medical care providers are now functioning under the circumstances where they have little reason for making efforts to improve quality of their services. Once these circumstantial conditions are changed to exert pressures on providers to improve quality, the use of adequate quality management method becomes an issue. In this connection, much attention shoould be directed to the newly proposed method described above. In all these efforts for improving quality of patient care services, health insurance would be able to play a pivotal role. Poviders of medical care, buth indiciduals and organizations, are usually very responsive to the measures that affect their financing, and thus health insurance can be a strong instrument for motivationg providers to improve quality. Also, the insurance continuously acquires data on patient care, which could be processed to produce information required to effective quality control.

• ETRI Journal
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• v.28 no.2
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• pp.205-215
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• 2006

Wireless data communication (WDC) services are increasingly penetrating the market. The two main alternative WDC technologies are wireless LAN and mobile Internet. Services based on these technologies display differences in quality attributes such as terminal device, data transmission speed, pricing scheme and so on. How consumers choose between these two alternatives will be determined by their preferences regarding such quality attributes. In turn, their preferences will affect the evolution of WDC services and related technologies. This study employs a conjoint analysis of consumer valuations of quality attributes of wireless LAN and mobile Internet services. Respondents rate hypothetical service alternatives featuring various combinations of quality attributes. By estimating consumer willingness to pay for the attributes of WDC services, the authors predict the evolution of WDC services and related technologies along various quality dimensions, make a comparison with the results of a previous study, and draw policy implications for national-and company-level R&D strategies.

• Journal of KIISE:Information Networking
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• v.31 no.5
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• pp.511-518
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• 2004

Web Services following distributed object computing technology like DCOM, CORBA provides remote procedure call mechanism based on XML-based open standard such as SOAP, WSDL, UDDI, and it is spotlighted as means of integration and collaboration at e-business. Especially, UDDI is the Web Services Registry enabling to register and search Web Services, that takes charge of providing infrastructure for Web Services. However, the existing UDDI has a few problems that searching process is very simple and it cannot provide information of Web Services quality and quality-based retrieval. Therefore, this study suggest improved UDDI model that evaluates the Web Services quality and use this information for searching.

• Journal of Korean Academy of Nursing Administration
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• v.8 no.1
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• pp.169-191
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• 2002

As the tendency of the society is centralized into consumers and services, patients are getting to ask better medical services. The consumers influenced from various social surroundings became to have some expectation of nursing service. Compared with their expectation, the quality of the services which they virtually get may be recognized and evaluated. So it is necessary to know exactly what the consumers want in nursing services. The purpose of this study is to examine the determinants which can evaluate the quality of nursing services by researching into consumers' expectation and perception of the nursing services depending on the consumer-oriented attributions on the basis of the model of SERVQUAL. 1,144 of outpatients were selected as the subjects for this research. They used to continuously visit the same hospital after being hospitalized and nursed in 9 hospitals randomly selected among the second-level medical organizations in Seoul from January to February, 2001. The collected data are analyzed into the Descriptive Statistics, t-test, GLM and Multiple Regression through the SAS program. Delphi was used for the research tool and the results of the research are as follows; the determinants in evaluating the quality of nursing services consist of 5 categories such as Tangibility, Reliability, Responsiveness, Assurance, Empathy. The values of Cronbach' $\alpha$ appeared to be 0.96 in the expectation of nursing services, 0.94 in the perception of nursing services and 0.96 in the importance of nursing services. The determinants in the expectation of nursing services were ranged in the order of Assurance, Empathy, Reliability, Responsiveness and Tangibility. And those in the perception of nursing services were in the order of Assurance, Empathy, Reliability, Tangibility and Responsiveness. Those in the importance of nursing service were in the order of Empathy, Assurance, Reliability, Tangibility and Responsiveness. Finally, those in the quality of nursing service were in the order of Tangibility, Responsiveness, Empathy, Reliability and Assurance. Each expectation of nursing services appeared different depending on the subjects' age, gender, clinical department and reason for hospitalization. The hypothesis examined in this research shows that the group having higher personal needs shows meaningful differences in the expectation of nursing services, and the subjects who have had external communication show higher perception of nursing service than uncommunicative ones. After all, we can see that the statistical differences in the perception of nursing services depend on whether the subjects have external communications or not. The determinants in the expectation of nursing services can explain the quality of nursing service up to 14.96%. The statistically meaningful determinants in the expectation could be arranged in the order of Reliability, Assurance and Tangibility. And the more expectation brings about the lower evaluation of the quality of nursing services. The determinants in the perception of nursing service can explain the quality of nursing services up to 29.85%. The statistically meaningful determinants in the perception could be arranged in the order of Responsiveness, Reliability, Tangibility, Empathy, and Assurance. And the more perception brings about the higher evaluation of the quality of nursing services. According to the result of the above research, I would like to propose as follows. As long as this research is oriented to get knowledge of the consumer-oriented nursing services, it should be continued to draw the other elements determining the quality of the nursing services. Furthermore, this research is based upon the Parasuraman, A., et al.'s SERVQUAL Model(1991), which deals only expectation, perception and quality of consumer-oriented nursing services, so it will be necessary to inspect and verify it through the other models containing the offerers of nursing services in the future. On the other hand, as this research evaluates the actual quality of nursing services based on the expectation and perception of nursing services, it can be utilized as fundamental data to develop the marketing strategies and to estimate the qualities as well. I hope this research will be periodically estimated to be the useful data to develop the marketing strategies in the nursing service area.