• The Journal of Industrial Distribution & Business
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• v.9 no.12
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• pp.31-43
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• 2018

Purpose - Smartphone shopping malls provide customers with a variety of tangible and intangible services including web sites, web design, use convenience, information for products and shopping and various after services. Accordingly, it is needed to expand and classify service qualities based on the various services provided by smartphone shopping malls, and then analyze path structures of smartphone shopping malls' qualities → customer satisfaction → behavioral intention. The purpose of this study is to categorize the qualities of smartphone shopping mall users based on the e-SERVQUAL by Lee(2002) and the SERVQUAL by Parasuraman et al.(1988, 2005), the smartphone shopping malls' service qualities based on service quality of smartphone shopping malls used in the previous use studies, and the Website quality factors of service industry and to analyze path structure of smartphone shopping mall's qualities → customer satisfaction → behavioral intention on college students in order to confirm the system of smartphone shopping malls' qualities. Research design, data, and methodology - This study's survey was carried out on the college students of university located in northeastern of Seoul. It was from December 7 - 15, 2017, and a total of 240 questionnaires were distributed, with 228 collected. Of them, effective questionnaires used in the final study were a total of 201 except 27 that couldn't be used. In this study, empirical analysis was done with factor analysis, correlation analysis, multiple regression analysis, simple multiple regression analysis and moderating regression analysis by using Statistics Package SPSS18.0. Results - The study results are as follows: First, smartphone shopping malls' qualities were classified into six categories like customer system quality, Web design quality, convenience quality, information-offering quality, service quality, and product quality. Second, it showed that system quality, Web design quality, and information-offering quality had a positive impact on customer satisfaction, respectively. Third, it suggested that quality factors of smartphone shopping mall users had a positive impact on customer satisfaction in the order of quality, information-offering quality, system quality and Web design quality. Finally, it showed that customer service quality, product quality, and convenience quality did not have a positive impact on customer satisfaction. In addition, it said that customer satisfaction of smartphone shopping mall users had a positive impact on behavioral intention and thereby, the higher the customer satisfaction was, the higher the relations between reuse intention and recommendation intention were. Meanwhile, moderating regression analysis showed that trust did not have moderating effect in the relations between customer satisfaction and behavioral intention. The above study revealed that smartphone shopping malls' qualities were classified into six categories and it was possible to generalize after empirical analysis was made in the path structure. Conclusions - Smartphone shopping mall users consider usefulness of obtaining shopping information and quality on quick and abundant shopping information more important than access environment of smartphone shopping malls and kind services of smartphone shopping mall managers. Thereby, smartphone shopping mall marketers need to take service qualities like system quality and information-offering quality into more consideration.

• The Journal of Information Systems
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• v.25 no.1
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• pp.105-134
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• 2016

Purpose First, this study examines the relationship between characteristics of smartphone banking and trust of smartphone banking. Second, this study investigates the impact of perceived benefit on the trust and usage intention of smartphone banking. Finally, this study considers moderating effect of service quality in the relationships between perceived benefit and trust and usage intention of smartphone-based mobile banking. Design/methodology/approach This research uses the survey method to test its hypotheses, the survey population is smartphone baking users. A software tool called AMOS 17.0 used to analyze the research model. Findings The results showed that characteristics of smartphone banking channel like compatibility, timeliness, and mobility had a positive effect on the trust of smartphone banking. The device familiarity showed a significant positive impact on trust of smartphone banking. While the service quality moderated the relationship between trust and usage intention of smartphone banking, moderating effect of service quality in the relationship between perceived benefit and its usage intention was not significant. The results of this study could provide a theoretical framework to explain customers' decision of smartphone banking and practical implications for banking venders.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.36 no.3
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• pp.79-86
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• 2013

Recently, the number of smartphone users has skyrocketed because of a plenty of useful services that smartphone applications provide. In the Information Systems (IS) literature, however, there has been little understanding about the effects of the service quality of smatphone applications on user satisfaction and loyalty. Thereby, this study examined 1) the effects of the service quality of smartphone applications on users beliefs, perceived usefulness and easiness and 2) the effects of the user beliefs as mediating variables on users' attitude, satisfaction, and loyalty. A survey was conducted and SEM was employed to analyze the data. The results showed that the service quality of smartphone applications affect users' attitude, satisfaction, and loyalty through the mediating variables.

• Information Systems Review
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• v.13 no.3
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• pp.47-63
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• 2011

The rapid spread of the Smartphone usage among the public has brought great changes to the overall society. Aiming to gain their competitiveness with better Smartphone service quality, manufacturers are endeavoring to keep the pace with the popularization of mobile internet and social changes. Researches on the Smartphone service quality are actively undergoing in the academic circles as well. A great many of studies ranging from the past mobile services to the recent Smartphone services have thus far focused on proposing the systematic arrangement and the typology in terms of service quality, which in turn have provided the theoretical foundation and broaden the scope of comprehension. Besides technical aspects of the mobile and Smartphone services, the earlier studies in the behavioral domain, however, only took into considerations the positive aspect of users' satisfaction with the quality of services via new media devices like Smartphone. The rationale behind this mainly comes from the assumption that as the opposite definition of satisfaction is dissatisfaction, the services are not adopted if dissatisfied. However, it is not always true to conclude that service users are satisfied when the service is functionally fulfilled and dissatisfied otherwise. That is because there exist some cases that quality attributes provide satisfaction when achieved fully, but do not cause dissatisfaction when not fulfilled. And there also exist other cases that quality attributes are taken for granted when fulfilled but result in dissatisfaction when not fulfilled. To account this multi-dimensional feature of service quality attributes in relation with user satisfaction, this study took advantage of Kano model following the identification of a set of the Smartphone service quality attributes by investigating the previous studies. Categorizing of the service quality elements reflecting the customers' needs would perhaps help manage Smartphone service quality, enabling business managers to identify which quality attributes more emphasis to put on and what strategy to establish for the future.

• Journal of the Korea society of information convergence
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• v.7 no.2
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• pp.1-5
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• 2014

In this study, the smartphone features and service quality to analyze the effects of immersion. Smartphone attribute convenience, entertainment, and a ubiquity. The quality of service is composed of interactivity and personalization. Empirical analyzed. Results of the characteristics entertaining smartphone has a significant impact on both the affective commitment and normative commitment. Ubiquity have had a significant effect on normative commitment. Personalization of service quality has a significant impact on affective commitment and normative commitment. Entertainment and of smartphone features, let's highlight of the personalization of service quality. Emotionally can increase the normative commitment.

• Journal of Information Technology Applications and Management
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• v.21 no.4
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• pp.15-33
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• 2014

Recently, the service providers are making various attempts to provide smartphone applications for waiting information in order for customers to perceive waiting time short. This research, therefore, investigates the impact of smartphone use on the waiting experience and provide service organizations with effective measures for managing customers' waiting. As a result of this study, utilization of smartphone during the waiting period shows the positive impact on perceived waiting time, acceptability, and emotional response. Among these, the largest impact appears on the acceptability of waiting that has the largest impact on the perceived service quality. In addition, results reveal that smartphone users shows more positive waiting experience than non-users who read newspapers or magazines, watch TV, or do nothing.

• The Journal of Information Systems
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• v.24 no.1
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• pp.95-117
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• 2015

With the active smartphones user exceeding 500 million by the end of 2014, China has now become the largest smartphone market in the world. Smartphone companies provide variety of information through a range of applications, such as communications, entertainment, games, and so on. There were many studies conducted about the user acceptance and continuous intention of mobile service. However, it is still not quite clear what factors attract people to reuse smartphone in China. This paper examines the continuous intention of smartphone about Chinese customers. This study incorporates perceived enjoyment as a additional construct into a extended TAM model, by integrating a hedonic service of smartphone. We propose a research model that reflects the individual characteristics and usage contexts of smartphone, such as innovativeness, social influence, and service quality, and analyze the structural relationship between the main variables through empirical study. This study empirically investigated a research model and conducted a survey of smartphone service users in China. Our study proved that perceived enjoyment has a positive influence on continuous intention to use smartphone services. This paper provides the managers an insight that smartphone companies should take more consideration on how to provide more enjoyable service and attract customers to reuse their services.

• International Journal of Contents
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• v.11 no.1
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• pp.31-40
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• 2015

This paper primarily intends to explore whether smartphones accelerate the customer education paradox. Smartphone usage is becoming a mainstream habit, and it is changing people's shopping experience and conventional practices, hence presenting new challenges to the market. A smartphone affects customers strongly when they are trying to choose a product/service among a variety of options, and making purchase decisions. With smartphones bringing such changes and challenges to the market, especially to the companies and stores, it is important to understand market trends in order to retain the loyalty of existing customers as well as to attract new buyers. Therefore, companies and stores should offer enhanced and better technical service quality, along with the use of tools such as QR codes. Further, mobile based websites would offer a suitable approach in assisting customers using smartphones to obtain better information of greater value. The results of this study imply that there is an opportunity for organizations to design various methods of imparting customer education by using smartphones, such as loading applications on a smartphone that lead to more information with good quality and present real benefits regarding the products/services.

• The Journal of Information Systems
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• v.20 no.3
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• pp.81-109
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• 2011

The increase in the number of smartphone users has recently been steep, which started to offer companies and individuals more opportunities to enter into a new business field. Furthermore, the smartphone applications have become one of the hottest topics inside and outside the mobile industry. Still the market is in its infancy and intention to pay of charged application of most smartphone users is relatively low. However, rate of charged application in appstore is expected to be increase steadily for some years to come. In this perspective, it is important to consider the smartphone mobile application. Research on smartphone application is still in its early stage. Thus, the purpose of this study is to find what are the effective factors on user satisfaction and intention to pay of mobile application. Based on information system success model, we proposed system quality(stability, usability, security), information quality(timeliness, accuracy, enjoyment) and service quality(reactivity, reliability, empathy) as factors to effect on user satisfaction in mobile application. The results showed that stability, usability, timeliness, accuracy, enjoyment, reactivity and empathy affected significantly user satisfaction. The relationship among satisfaction and intention to pay of mobile application was significantly supported. The implications of the findings is that firms and individual developers of mobile application should focus on customer retention through enhancing satisfaction and quality.

• Women's Health Nursing
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• v.26 no.2
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• pp.191-199
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• 2020

Purpose: The purpose of this study was to investigate the effects of anxiety and smartphone dependency on sleep quality in pregnant women with preterm labor. Methods: The participants of this study were 111 pregnant women who were between 20 and 37 weeks of gestation and experienced preterm labor. The data were collected from October 1, 2018 to October 25, 2019. The collected data were analyzed using descriptive statistics (frequency, percentage, and standard deviation), as well as the t-test, Pearson correlation coefficients, and hierarchical multiple regression. Results: Significant negative correlations were found between anxiety and sleep quality and between smartphone dependency and sleep quality. Participants' history of preterm birth, pregnancy method, bowel movements, anxiety, and smartphone dependency significantly affected sleep quality, with an explanatory power of 18%. Conclusion: In order to improve the quality of sleep, which is an important health-related factor for pregnant women experiencing preterm labor, it will be necessary to identify a history of premature birth, pregnancies achieved using artificial reproductive technology, bowel problems, and smartphone dependency in advance and to provide nursing interventions accordingly.