• The Journal of Society for e-Business Studies
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• v.26 no.4
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• pp.15-36
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• 2021

The airline industry faces with significant competition due to the rise of technology innovation and diversified customer needs. Therefore, continuous quality management is essential to gain competitive advantages. For this reason, there have been various studies to measure and manage service quality using customer reviews. However, previous studies have focused on measuring customer satisfaction only, neglecting systematic management between customer expectations and perception based on customer reviews. In response, this study suggests a framework to identify relevant criteria for service quality management, measure the importance, and assess the customer perception based on customer reviews. Machine learning techniques, topic models, and sentiment analysis are used for this study. This study can be used as an important strategic tool for evaluating service quality by identifying important factors for airline customer satisfaction while presenting a framework for identifying each airline's current service level.

• The Journal of Society for e-Business Studies
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• v.12 no.4
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• pp.127-144
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• 2007

This paper describes an Security Manager that integrally manages the Information Service related to RFID middleware, Object Name Service, and Web Service for upper level applications. In order to provide the access control of distributed RFID objects, Single-Sign-On has been implemented by extending existing UCON (Usage Control) model and SAML (Security Assertion Markup Language) assertions. The security technology of distributed RFID systems can be included in middleware and protect RFID information. In the future, it can be also applied to ubiquitous sensor networks.

• Journal of Navigation and Port Research
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• v.39 no.2
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• pp.125-130
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• 2015

Korea is worldwide top manufacturer of offshore plant industry, while shown weakness in high-valued offshore plant service industry (OPSI). The governmental support policies and studies for fostering programs are centered on shipbuilding and engineering sector. On the other hand, offshore logistics service sector among the programs is neither included as governmental fostering support sectors nor ever-studied. Domestic shipping and logistics companies have many experience of handling various project, heavy-lift cargo and even super blocks on shipbuilding industry. However they are faced with lack of appropriate heavy carrier and others. So for their successful entering into offshore plant logistics market, systematic preparation, studies and supporting policies are highly recommended.

• Journal of the Korean Home Economics Association
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• v.42 no.12 s.202
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• pp.123-140
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• 2004

The purpose of this study was to explore the unfairness of adhesion contracts for internet contents service. The internet contents were classified into six types of avatar, learning, download, e-book and movie internet sites. The adhesion contracts of internet contents service were collected in 60 internet sites. The unfairness of the adhesion contract was reviewed under the adhesion contract regulation act. The major results were as follows. First, the obligation of clear statement, explanation, and delivery was not observed completely. Second, many articles of adhesion contract were unfair and they especially violated articles 7 and 9. Therefore, the standard adhesion contract system for internet content service should be enforced and self-regulation of information service providers is needed.

• Management & Information Systems Review
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• v.26
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• pp.153-180
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• 2008

Most previous electronic commerce studies have focused on a single product or similar products. The effects of different product types have been relatively neglected. and so previous studies have limited the generalization. The purpose of this study was to explore the effects of different product types. The Internet product and service classification grid proposed by Peterson et al.(1997). A survey-based approach was employed to investigate the research questions. Regression analysis demonstrated that the determinants of online shopping acceptance differ among product or service types. As a result of analysis, personal innovativeness of information technology, perceived Web security, personal privacy concerns, and product involvement can influence consumer acceptance of online shopping, but their influence varies according to product or service types.

• Proceedings of the Safety Management and Science Conference
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• 2011.11a
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• pp.683-694
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• 2011

This study analysed impact of service quality on customer satisfaction and loyalty in the take-out coffee shop. The switching barrier was also studied as a moderating effect. Particularly, this study focused on relationships between customer loyalty and switching barriers. A lot of previous studies interest only in customers satisfaction. This study also analysed relationships among service quality, customer satisfaction, switching barriers and brand loyalty. Eventually, service quality significantly affects customer satisfaction, moderating effects, brand loyalty and marketing performance. SERVQUAL model which was established by PZB (1988) was used as a service quality factors. The impact on customer satisfaction was analysed using multiple regression analysis. Simple regression analysis was used to find effects of customer satisfaction and customer loyalty. Additional factors of switching barriers was classified based on previous studies. Hierarchical multiple regression analysis was used to find factors of customer loyalty among switching barriers. In the result, we can find that the importance of tangibles, responsiveness in service quality factors and contract cost, search cost and continuous cost in moderating effects.

• The Journal of Information Systems
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• v.16 no.3
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• pp.69-90
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• 2007

Recently, Service Level Management(SLM) including SLA has been developing to manage the level of information systems service. Although previous SLA studies have provided the conceptual model and critical success factors, the studies have not tested the effectiveness of the SLA by way of the empirical study. In this study, we applied an innovation decision making theory to our model and tested an empirical study using of a firm survey data. We suggested a SLM model, which consists of SLA planning, application, management dimensions. We found that the SLM's management stage has an impact on performance, whereas SLM's planning and application has not. At each sub dimensional analysis, there are found that adequate SLA indicators in the application stage influences performance and change management and feedback & reporting in the management stage influence performance.

• Journal of Korea Multimedia Society
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• v.25 no.2
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• pp.269-279
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• 2022

Though easy payment service is the most well accepted one among various fin-tech services, the users still face difficulties and feel embarrassed when they use it. Over the past few years, many studies have been done on the users' experiences of easy payment service but there are little studies directly exploring the users' inquiries on the web. In this paper, we analyzed users' questions on Kakao Pay, Naver Pay, and Samsung Pay in Naver Jisik-iN, the biggest inquiry service in Korea from 2019 to 2020. We used keyword analysis, association analysis, and sentiment analysis. We found out that each payment service has distinct inquiries from the users according to its platform which it is based on.

• Educational Technology International
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• v.9 no.2
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• pp.143-164
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• 2008

The purpose of this study was to find the existential meanings of the culturally marginalized community organization. Based on the findings, the study examined the issues related to operating the organization and found the ways of helping such organization through service learning programs. For the study, the researcher chose the Korean school of Knoxville in the USA as a service community organization. This study used a qualitative method using narrative construction in the nature of the text shapes with first-person point of views. The research findings were discussed based on the observations and participation in the organization. The study found that the Korean school plays a role as a cultural liaison connecting the Korean culture to other cultures while enabling students to critically accept their native systems, values, and customs through understanding of their native language. However, problems were found in operating the school due to the lack of skills and knowledge of the school administration. Suggestions were made and implemented to the school in order to improve the performance of the school.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2006.11a
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• pp.191-195
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• 2006

Recent studies show that effective service recovery has a positive influence on customer satisfaction and loyalty. We also see the positive relationships among logistics service quality, customer satisfaction and repurchase intentions. Most logistics service suppliers have strategy regarding service recovery and logistics service quality. Therefore, we try to find simultaneous influence of service recovery and logistics service quality on customer satisfaction in the online shopping mall case. We, furthermore, examine the relationship among satisfaction and relationship quality.