• Journal of Information Technology Applications and Management
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• 제28권2호
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• pp.1-16
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• 2021

In recent years, as IT technologies such as cloud computing and mobile payment have evolved and Internet users have increased, the Internet financial market has become intelligent, mobile, and platformed. This study considers the impact of the psychological characteristics of platform systems and users on the performance of fintech platforms. The results of this study are as follows. Information quality affected trust and commitment, service quality affected commitment only, and system quality affected trust and commitment. The perceived risk affected trust and commitment, and the perceived benefit only affected trust and was shown to have an insignificant relationship with immersion. Trust has been shown to have a significant relationship with commitment, and both trust and commitment affected performance. In the validation of mediation effects, trust has shown a partially mediated effect between information quality, system quality, perceived risks, and perceived benefits and performance. There was no mediation effect between service quality and performance. Immersion has been shown to have a partial mediating effect between information quality, service quality, system quality, perceived risk and performance, and there is no mediating effect between perceived benefits and performance. This study showed what are the main factors that affect the performance of the fintech platform and will be used as a useful foundation for increasing the performance of the platform in the future.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2006년도 춘계공동학술대회
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• pp.147-156
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• 2006

Since IMF system was introduced once, downsizing has been usual phenomenon in business sphere. Downsizing influences the unemployed, and also the survivors such as in job stress, communication bias, lower organizational commitment and so on. This paper reviewed the relationship between organizational commitment and service quality, and the moderating effect of sex in hotel. Based on the responses from 494 hotel employees, the results of multiple regressional analysis showed that affective OC and normative OC have affirmative effects on service quality. The results of moderating analysis showed that continuance OC has an affirmative interactive-effect on responsiveness, assurance, and empathy with gender, and affective OC an negative interactive-effect on assurance.

• 대한안전경영과학회지
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• 제8권2호
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• pp.129-138
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• 2006

Since IMF system was introduced once, downsizing has been usual phenomenon in business sphere. Downsizing influences the unemployed, and also the survivors such as in job stress, communication bias, lower organizational commitment and so on. This paper reviewed the relationship between organizational commitment and service quality, and the moderating effect of sex in hotel. Based on the responses from 494 hotel employees, the results of multiple regressional analysis showed that affective OC and normative OC have affirmative effects on service quality. The results of moderating analysis showed that continuance OC has an affirmative interactive-effect on responsiveness, assurance, and empathy with gender, and affective OC an negative interactive-effect on assurance.

• 디지털산업정보학회논문지
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• 제11권3호
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• pp.125-143
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• 2015

As improving the life quality of citizen because of development of Urbanization and Information, civil application service of public institutions has been changed. The government provides a 24-hour civil service of e-government, public institutions operate U-complaints call center to pursue a personalized service to customers. As customer service are diversified, the inconvenience of service is increased. Therefore, public institutions instituted U-complaints call center to solve increased complaints. In early days, public institutions operated simple call center. However, it became intelligent U-complaints call center by SNS. The more increase the importance of agents' contact customer service, the more increase Job Performance considered by Organizational Commitment & Job Satisfaction of call center agents. This study analyzed that applied to Fairness Theory with Organizational Commitment, Job Satisfaction and analyze U-complaints call center agents' role and job performance of public institutions. Proposed a research model applied to job satisfaction with key variables, organizational commitments, job satisfaction. It's expected to impact on job performance of U-complaints call center agents in public institutions. For empirical study of research model, conducted a survey of the U-complaints call center agents of public institutions. 170 samples were collected from the survey and analyze relationship between the factors. Procedural justice, distribution fairness, fairness interaction are significant influence on organizational commitment of parameters by analysis U-complaints call center agents. Procedural justice and fairness of interaction was found not to effect on parameters of job satisfaction. Also, parameter, organizational commitment have significant influence on job satisfaction. However, have no influence on job performance. Therefore, the parameters of job satisfaction have significant influence on job performance. Public institutions should adopt to improve the quality of citizen services through U-complaints call center agents.

• 한국산학기술학회논문지
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• 제13권7호
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• pp.2909-2920
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• 2012

환난이후 우리나라에서 고용정책과 고용서비스에 대한 관심이 높아지면서 공공고용서비스기관과 민간고용서비스기관의 역할이 중요해지고 있다. 이에 따라 고용서비스기관에 종사하는 종사자들과 이들을 관리하는 관리자들의 역할이 매우 중요하게 되었다. 본 연구에서는 고용서비스기관 팀장의 리더십이 종사자들의 조직몰입에 미치는 영향을 연구하여 고용서비스기관의 조직성과를 높이는 방안을 제시하고자 한다. 이와 더불어 고용서비스기관에서 팀장과 부하간에 공정성지각이 이러한 조직성과에 어떠한 영향을 미치는 지를 분석해 보고자 한다. 분석결과 변혁적 리더십이 조직몰입에 긍정적인 영향을 미치는 반면 거래적 리더십과 조직몰입의 관계는 증명되지 못하였다. 그러나 팀장의 리더십은 분배공정성과 절차공정성에 영향을 미치며 이를 통해 분배공정성과 절차공정성은 각각 조직몰입에 영향을 미침을 확인할 수 있었다. 이러한 과정속에서 분배공정성이 절차공정성보다 조직몰입에 더 영향을 미치는 것을 확인하였다.

• 디지털융복합연구
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• 제14권10호
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• pp.129-136
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• 2016

본 연구는 융복합서비스산업 종사자들을 대상으로 사회적지원이 융복합서비스산업 종사자의 조직몰입 및 서비스품질에 미치는 영향을 탐구하는데 그 목적이 있다. 본 연구를 위한 자료는 서울시와 수도권 소재 20개 중소기업에 종사하는 233명의 융복합서비스산업 종사자들로부터 질문지를 활용하여 수집하였다. 주된 자료 분석은 구조방정식모형분석기법을 사용하였다. 단계적 회귀분석방법을 통한 연구 분석 결과 사회적지원의 측정변수인 동료의 지원과 상사의 지원은 융복합서비스산업 종사자의 조직몰입에 유의미한 정(+)의 영향을 미치는 것으로 나타났다. 또한, 동료의 지원과 상사의 지원을 거친 조직몰입이 서비스품질에 유의미한 정(+)의 영향을 미치는 것으로 나타났다. 즉, 조직구성원간의 관계 지향적 지원감독이 조직몰입과 서비스 품질에 영향을 주는 것으로 나타났다. 이상의 연구결과를 통해 이론적 실증적 함의를 논의하고 향후 연구 과제를 제시하였다.

• 융합정보논문지
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• 제7권4호
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• pp.61-67
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• 2017

경쟁이 치열해진 의료 환경에서 중소병원 또한 환자 중심의 고객 만족은 불가피한 실정이다. 이에 본 연구는 중소병원 경영전략 수립에 필요한 방향성을 제시하고자 이용 고객(환자)이 지각하는 서비스 지향성이 관계결속과 친사회적 행동에 미치는 영향을 알아보는데 그 목적이 있다. 서비스 지향성의 구성요인을 중소병원의 특성에 맞게 고객 대우, 서비스 실패회복, 서비스 표준으로 구성하였다. 이때 서비스 지향성의 3가지 하위요인이 관계결속에 영향을 미처 친사회적인 행동을 유발하는지를 검증하기 위해 AMOS를 통해 경로 분석하였다. 연구 결과 서비스 지향성의 하위요인 모두 본 연구에서는 유의미한 결과를 보였으며, 관계결속과 친사회적 행동 또한 유의미한 영향을 미친다는 결과가 도출되었다. 이런 연구 결과에 근거하여 시사점을 제시하고 미래 연구를 제안하였다.

• 한국콘텐츠학회논문지
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• 제15권10호
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• pp.517-534
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• 2015

본 연구에서는 유용성, 용이성, 쾌락성, 사회성 등 모바일서비스품질차원이 만족과 신뢰에 미치는 영향을 확인하고, 또한 만족, 신뢰, 몰입 등의 관계품질 구성개념과 이용의도 간에는 어떠한 인과관계를 형성하는가를 검증하였다. 이를 위해 모바일서비스 이용자를 대상으로 표본을 수집하였고, 수집된 자료는 SPSS 20.0 및 AMOS 16.00 통계패키지를 이용하여 제기된 연구가설을 검증하였다. 분석결과 첫째, 모바일서비스품질차원과 만족 관계에서 쾌락성을 제외하고 나머지 구성차원은 유의하였다. 둘째, 모바일서비스품질차원과 신뢰 관계에서 사회성만이 유의한 것으로 확인되었다. 셋째, 만족과 몰입 관계, 신뢰와 몰입 관계 및 몰입과 이용의도 관계는 유의한 반면, 만족과 신뢰 관계와 신뢰와 이용의도 관계는 유의하지 않았다. 따라서 모바일서비스기업의 마케터는 모바일서비스 이용자에게 우수한 모바일서비스를 제공함으로써 서비스에 대한 만족과 신뢰를 높이고, 또한 만족한 고객이 신뢰와 몰입을 유도함으로써 궁극적으로 이용의도를 높일 수 있도록 적합한 마케팅전략을 제시해야할 것이다.

• 패션비즈니스
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• 제8권3호
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• pp.34-48
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• 2004

This study aims to determine any possible causation between identifying which major factors affect CRM(Customer Relationship Management) in terms of promotion strategies for fashion goods and classifying customers into several categories, so that it can seek reasonable strategic measures based on CRM. This study suggested a model by selecting several variables meeting its goals, and used total 672 sheets of questionnaire for final analysis. In addition, a structural equation model was analyzed As a result, it was found that pricing flexibility had more or less influential relationships with trust, satisfaction and commitment in CRM, although having a negative relationship with commitment. Salesperson's role was also significantly correlated with trust, satisfaction and commitment in CRM, and especially, there were more influential relationships with satisfaction than any other factor. Service quality had relatively high influential relationships with trust, satisfaction and commitment in CRM. Retained customers showed more or less influential relationships with trust, satisfaction and commitment, while loyal customers did so with satisfaction and commitment, except for trust.

• 보건의료산업학회지
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• 제8권3호
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• pp.75-87
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• 2014

The purpose of this study was to identify job satisfaction and organizational commitment depends on their organizational cultures. A survey, including the Organizational Culture Scale, Job Satisfaction Scale and Organizational Commitment Scale, was administered to 276 nurses working at 4 small to medium sized hospitals in B city. The dominant organizational culture of nursing organization was relation-oriented culture. The mean score of job satisfaction and organizational commitment was 2.68 and 4.25 respectively. Job satisfaction and organizational commitment were positively correlated with innovation-oriented, task-oriented and relation-oriented culture. Organizational commitment was negatively correlated with rank-oriented culture. Innovation-oriented, clinical career, relation-oriented and rank-oriented culture were variables influencing on job satisfaction and innovation-oriented and rank-oriented culture were major variables influencing organizational commitment. In conclusion, innovation-oriented and rank-oriented culture had a significant influence on nurses' job satisfaction and organizational commitment. Therefore, we have to develop strategies to enhancing the innovation-oriented culture and to reducing the rank-oriented culture.