• Journal of Korean Society for Quality Management
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• v.50 no.3
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• pp.407-424
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• 2022

Purpose: This study examines the relationship between the environment, society, and governance (ESG) perception of service providers and service quality by considering job satisfaction as a mediator in the Korean parcel delivery context. Methods: This study uses a multi-level analysis by incorporating organizational and individual levels of analysis. It employs a survey method for measuring the ESG perception of parcel delivery persons and service quality ratings from the Korean government. A hierarch regression analysis with 241 responses was used to test hypotheses. Results: The results of this study provide evidence that the ESG perception, particularly its social dimension, of parcel delivery persons is positively associated with service quality. This study also finds the positive effect of the ESG perception on job satisfaction. However, the mediating effect of job satisfaction between the ESG perception and service quality was not confirmed. Conclusion: This study presents significant implications for scholars and practitioners. Parcel delivery companies should implement relevant ESG activities and communicate them with their service persons to improve delivery service quality. The ESG perception of employees plays a critical role in the moment of truth in parcel service delivery to enhance customer satisfaction and service quality.

• Asia pacific journal of information systems
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• v.12 no.3
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• pp.191-212
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• 2002

Recently, Internet banking becomes a major trend in the financial marketplace. However, there are few researches to investigate relationship between factors influencing user's intention to use the Internet banking service. Therefore, this paper is aimed at analyzing the Internet banking service user's intention to use empirically. Our research framework is basically based on TAM(Technology Acceptance Model) proposed by Davis(1989). Empirical results using path analysis revealed that experience has a direct relationship with intention to use, while those three factors like perceived risk, self-efficacy, technical support indirectly affect intention to use.

• Journal of Information Technology Services
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• v.20 no.4
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• pp.113-128
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• 2021

In the rapidly developing 4th industrial revolution. RPA is increasing in use at home and abroad due to its advantages of simplifying workflow and providing flexibility and scalability at the same time. Thus, this paper conducted an empirical study on companies using RPA to determine which factors affect the intention to use the services provided by RPA systems. As system characteristics, exogenous variables were selected as information quality, system quality, and service quality of the information system success model. The endogenous variables were selected as the system acceptance factors for the performance and effort expectancy of the integrated technology acceptance model, and the perceived economic values and functional values were additionally selected. For the purpose of this study, a structured questionnaire was used for empirical analysis and the proposed hypothesis was verified through the path analysis of structural equations. As a result of the study, there was no significant relationship between service quality and effort expectancy, between service quality and economic value, and it was verified that the relationship between other factors was positively significant.

• Journal of Information Technology Applications and Management
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• v.25 no.4
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• pp.1-21
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• 2018

Due to the increase in the use of the Internet, it is becoming more common to provide or use a social login for registering for services. Herein, the purpose of this study is to analyze the influence of security, individual innovativeness, ubiquity and brand awareness on the use of social log-in service through the individuals' attitude who have memorized various IDs and passwords by using Technology Acceptance Model (TAM). In addition, the effect of individual innovativeness on the relationship between social login characteristic factors and attitudes toward social login services are examined. Based on the statistical results, it is found that the significant factors affecting the attitude toward the social login service are the security, ubiquity, brand awareness and perceived usefulness. Moreover, the individual innovativeness is found to have the moderating effects in the relationship between the three factors (the perceived usefulness, and perceived ease of use, and security) and attitude toward the social login service. Positive attitudes increase with the usefulness, ease of using social login serive when individual innovativeness is high. On the other hand, when individual innovativeness is low, the stronger the effect of security on attitude toward the social login services. In accordance with these results, the implications and limitations of this study are discussed.

• The Korean Journal of Franchise Management
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• v.12 no.1
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• pp.7-19
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• 2021

Purpose: According to the growth of technology in the service industry, the interaction service between customer and employee has recently been transformed into between customer and technology by Self Service Technology (SST) requiring direct interaction with customers. In this context, self service technology such as unmanned ordering system installed at the store is actively introduced at the work place to reduce labor costs by food and retail company and the research for self-service technology which is rapidly replacing existing face-to-face service is needed. As the growth speed of SST is rapid, many researchers have studied the characteristics of SST, in every sector of business worldwide. Among the characteristics, attributes, Self Service Technology Quality (SSTQUAL) to evaluate SST is important because it may cause the customer's behavior. Thus, this research focuses on the effects of SSTQUAL on SST Satisfaction and SST continuance usage intention. This research suggests the guidelines for how Restaurant Company should prepare SST and build their customer satisfaction and continuance usage that increase the sales. Research design, data and methodology: This study tests the structural relationship between SSTQUAL of unmanned ordering system, SST satisfaction and SST continuance usage. SSTQUAL divided into four sub-dimensions and two categories, cognitive service attributes (Convenience, Functionality) and affective service attributes (Enjoyment, Assurance). In order to achieve the purposes of this research, research model and hypotheses were developed based on previous researches. All constructs were measured with multiple items developed and tested in the previous studies. The data were collected from 524 customers experiencing SST and were analyzed through SPSS 25.0 and SmartPLS 3.0 statistical package program. Results: The findings of this research are as follows. First, all SSTQUAL have significant positive impacts on SST satisfaction. Second, SST satisfaction has significant positive impact on SST continuance intention. Third, cognitive service attributes and affective service attributes had wealth of explanation of service attribute more than a single dimension. Conclusions: The implications of this study are as follows. Overall, Restaurant Company should manage SSTQUAL consisting of not only cognitive service attributes (Convenience, Functionality) but also affective service attributes (Enjoyment, Assurance) to satisfy customers basically regardless of the type of restaurant.

• Management & Information Systems Review
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• v.32 no.2
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• pp.137-164
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• 2013

This research examines not only the relationship between customer participation and friendship on which are focused in service marketing, but also their influences on relational outcomes. It has been well-known that customer participation had strong influence on an interaction with service provider in a service encounter which could build up social aspects of customers-service firms, as well as functional aspects. Thus, this paper identify the relational outcomes generated by customer participation and social bonds, not just customer satisfaction or service quality. As results, considering the impact of customer participation on the interaction process, customer participation had a directly positive effect on the friendship significantly. Additionally, friendship influenced by customer participation and interaction with a service provider was examined that it could have influences on relational outcomes such as relationship quality and customer loyalty. Therefore, customer participation can get rich the process of interaction, which can build up friendship between customers and service providers. Ultimately, it is estimated that customer participation and friendship can lead relational outcomes.

• Journal of Convergence for Information Technology
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• v.11 no.2
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• pp.163-172
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• 2021

This study aims to establish a research model to analyze the structural relationship between the working environment of the elderly medical welfare facility workers, the trust of the manager, and the quality of service. As a result, first, it was found that there was a significant causal relationship among service quality in the working environment of the elderly medical welfare facility workers. Second, it was found that there was a significant causal relationship between the working environment and the trust of managers of the elderly medical welfare facility workers. Therefore, in order to achieve the goal of the elderly medical welfare facility and improve the quality of service, it is necessary to create a working environment and establish a trust relationship among members. In addition, in order to cultivate competency and provide high-quality services for the elderly medical welfare facility workers, managers need to understand the individual characteristics of members, and to assign duties according to roles, accurate division of duties and personnel management are required.

• Korean Management Science Review
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• v.28 no.3
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• pp.83-94
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• 2011

Microblogging is a Web2.0 technology that is used to manage online interpersonal relationship in SNS. Microblogging service allows the users to publish online brief text updates, usually less than 140~200 characters, sometimes images too. Recently, it becomes more and more popular. There are many reasons, the major one of which is that it can be perfectly combined with mobile. Based on technology acceptance model (TAM) and according to mobile service and microblogging service, this research adds four attributes : Perceived enjoyment, Habit, Mobility, Social Influence. It studies the factors that will impact on the way in which people use rapid developing Mobile Microblogging Service. This research will compare the influence factors and intension to use with the results from other studies with SNS and Mobile Microblogging Service, and then conclude the differences that can be generated in Microblogging.

• International Journal of Advanced Culture Technology
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• v.9 no.4
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• pp.145-153
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• 2021

The purpose of this study is to investigate the effect of health club users' perception of service quality on user satisfaction and loyalty. The purpose of this study is to investigate the effect of health club users' perception of service quality on user satisfaction and loyalty. In order to achieve this research purpose. In 2020, participants in health clubs over 20 years old residing in Gwangju Metropolitan City and Jeollanam-do were selected as the population and a total of 300 subjects (273 males and 127 females) were selected using a convenient sampling method. The data collected using this was statistically processed according to the purpose of analysis using SPSS 20.0 version. The results obtained through this research process are as follows. First, it was found that the health club users' perception of service quality had a partial effect on user satisfaction. Second, it was found that the service quality perception of health club users partially affected the loyalty. Third, it was found that health club users' satisfaction with use partially affected their loyalty.

• Journal of Information Technology Applications and Management
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• v.13 no.4
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• pp.13-39
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• 2006

The primary purpose of this study is to examine the interaction effects of organizational characteristics as contextual variables on the relationship between relational exchange characteristics and ASP service performance. The effect of relational exchange characteristics on ASP service performance has been also investigated. For this purposes, we developed a research model based on the literature reviews of ASP services, relational exchange theory, and contingency theory. A total of 106 usable survey responses from companies using ASP services has been analyzed in the study. The findings indicate that (1) flexibility and partnership had a positive influence upon noneconomic profit, (2) information sharing had a positive influence upon economic profit, (3) organizational size and IS maturity had a partial moderating effect on the relationship between relational exchange characteristics and ASP service performance, and (4) the subgroup analysis, conducted to determine the exact nature of interaction effect, reveals that the relationship between relational exchange characteristics and noneconomic profit is significantly stronger with a high level of organizational size than with a low level, and that the relationship between relational exchange characteristics and economic profit is significantly stronger with a low level of IS maturity than with a high level.