• 한국품질경영학회:학술대회논문집
• /
• 한국품질경영학회 2006년도 춘계학술대회
• /
• pp.216-223
• /
• 2006

An Effect of Website quality on Service Value and Customer Satisfaction in the Internet Banking Internet Banking is very popular in Korea these days. More than 25million are using Internet Banking. This study is to find Quality Factors for Internet Banking Services and relationship among Internet Banking Service Value, Customer Satisfaction and Reuse. In this study we found that Service Value is prior to Customer Satisfaction. And also, Service Value and Customer Satisfaction affect customers reuse respectively. This study also found that 7 factors compose Internet Banking Service Quality. They are Convenience Security, Informal ion Providing, Communication, Design, System Correcteness. Convenience, Informal ion Providing, Communication and Design affect Internet Banking Service Value. System, Correcteness and Convenience affect Customer Satisfaction. So we learened that Internet Banking Customers discriminate Service Value from Satisfaction.

• 정보보호학회논문지
• /
• 제27권5호
• /
• pp.1217-1232
• /
• 2017

웹사이트는 주소, 연락처 등의 개인정보를 포함하고 있어 보안에 대한 주의가 요구된다. 본 연구는 개인정보를 보유하고 있는 웹사이트에서 사용자의 보안인식이 웹사이트 품질요소와 신뢰, 정보품질과 서비스가치 간의 관계에 어떤 조절효과를 미치는지 알아보는 연구이다. 중고등학교 학생 및 학부모 635명을 대상으로 설문을 실시한 결과, 사용성을 제외한 웹사이트 품질요소는 웹사이트 신뢰에 긍정적인 영향을 주었다. 웹사이트 정보품질은 서비스가치에 긍정적인 영향을 미쳤으며 서비스가치는 신뢰에도 영향을 주는 것으로 나타났다. 웹사이트 보안인식은 정보품질과 서비스가치의 관계에서 조절효과가 있는 것으로 밝혀졌다. 본 연구 결과는 사용자들이 보안수준이 낮은 웹사이트를 지속적으로 사용하지 않는다는 것을 의미한다. 본 연구 결과를 바탕으로 웹사이트 이해관계자들을 위한 이론적, 실무적 시사점을 제시하였다.

• Journal of Smart Tourism
• /
• 제2권4호
• /
• pp.35-43
• /
• 2022

Tourism businesses use chat services to provide immediate customer support and to help users navigate within a website, but there are more outcomes of this interaction that should be examined. The current study aimed to discover if the online travel chat service quality and information value of the online travel chat service lead to user satisfaction with the service and visit intention to a recommended destination by Korea Tourism Organization's 1330 Live Chat. The results indicate that information value (functional and innovation) and online travel chat service quality (reliability, assurance, and security) lead to satisfaction with the live chat service and visit intention to a recommended destination. The results can benefit practitioners who want to expand and improve their customer service interaction and recommendations, and to scholars who study the relationship between customer services in tourism recommendation and sales context.

• 산경연구논집
• /
• 제9권7호
• /
• pp.61-70
• /
• 2018

Purpose - The purpose of this research is reflected on the rapid development of online tourism industries. The study was to establish the strategy for Korean tourism enterprises to develop tourist commodities suitable for Chinese tourists and attract them to visit Korea by the empirical analysis of the relation between repurchase intention of tourists and its premise variables (e-service quality, perceived value and satisfaction). Research design, data, and methodology - This research carried out a questionnaire survey on Chinese tourists who visited Korea with experience of using the online travel agency web sites. A total 398 answers were recovered, 41 of them were excluded due to the dishonest answers and 357 of them were finally analyzed. The data was analyzed with IBM SPSS AMOS 22.0. Results - The research results show that in the online travel agency web site e-service quality, convenience, interactivity, information validity, credibility had a positive impacts on perceived value and satisfaction. The perceived value of online travel agency website users has positive impart on satisfaction and repurchase intention. Satisfaction of online travel agency web site users have positive impacts on repurchase intention. But safety has no impact on perceived value while positive impacts on satisfaction was affected. Conclusions - First, in the online travel agency web site e-service quality, safety has no impact on perceived value while it was shown to have positive impacts on satisfaction because the users of online travel agency web sites believe that the protection of personal information, the defense of cracker and the safeguard of payment security are the basic premises of website operation. Although safety does not have impacts on perceived value, users benefits will suffer damage when hacker intrusion and other accidents occur so that online travel agency web sites should not ignore the security concerns. Second, credibility is a major concern for online travel agency web site users. At this time, it is necessary for the web site to establish a system to display both the commodity information and the using experience published on the user's SNS, thus improving the credibility of the website information.

• 지식경영연구
• /
• 제9권2호
• /
• pp.129-146
• /
• 2008

Customers' evaluation of Website with satisfaction is critical in electroniccommerce. Previous research has studied in a distinct approach; especially IT oriented constructs-perceived usefulness, easy of use and marketing oriented constructs-product, shopping experience, service quality. Despite those important previous studies regarding the usage and the purchase of goods and services, how consumers are satisfied and why consumers leave Web sites without purchasing have not been extensively researched. This study explored those determinants of consumer satisfaction with Web site using expectation-disconfirmation theory (EDT). The present paper extends the range of EDT from antecedents of expectation to consequence of satisfaction. The result suggests that experience and familiarity has an impact on expectation as well as perceived performance and satisfaction. Second, higher expectation makes a negative impact on disconfirmation of expectation. Third, positive disconfirmation of expectation makes a positive impact on satisfaction. Forth. satisfaction produces loyalty and repurchasing intention. Finally, loyal customer has stronger intention to repurchase than satisfied customer.

• 패션비즈니스
• /
• 제22권5호
• /
• pp.15-31
• /
• 2018

The purpose of this study was to classify male consumers and examine their clothing consumption values and the perceived importance of store attributes. Using Internet-based research service, survey data were collected from 651 male consumers aged between 20 and 40. The questionnaire included questions regarding respondents' preference of different store types, clothing consumption values, perceived importance of store attributes. According to the results, the respondents were categorized into 5 distinct groups based on their store type preferences: discount store preference group, multi-channel preference group, store indifferent group, brand store preference group, online store preference group. Multi-channel preference group was the largest among these groups. The five store type preference groups statistically varied in clothing consumption values, i.e., epistemic value, brand/conspicuous value, and economic value. The groups also differed in the importance they placed in the store attributes of: service and product quality, promotion, fashionability, salesperson and store environment, store atmosphere, convenience, and website image. The results of this study have direct implication for retail marketers of fashion companies who are targeting male consumers. Marketers can apply findings of this study in implementing retail strategies for different types of stores.

• 유통과학연구
• /
• 제16권5호
• /
• pp.5-15
• /
• 2018

Purpose - Nowadays customers have become empowered by information communication technologies. This state of customers has brought enormous pressure to bear on organizations, thus, organizations have to stay relevant, market-oriented and profitable. The insurance sector is one that is constantly challenged by its exposure to ICT and the associated need for e-services by myriad customers. With increasing competition in the health insurance environment, it is necessary for the sector to understand customer expectations and how they perceive the services offered. This study seeks to determine the role played by e-services in relation to customer satisfaction in health insurance industry in Botswana where a substantial investment has been made in the sector. Research design, data, and methodology - This study is conducted using two prominent medical aid schemes in Botswana namely BPOMAS and PULA. Subscribers of these medical schemes were the respondents whose views were sourced using both closed and open ended questionnaires. Systemic sampling technique was used to select the participants, while descriptive statistical techniques were mainly used to analyze socio-demographic data of the samples. Results - The results reveal that the level of usage of the medical insurance firm's website and email service is higher for PULA participants than for BPOMAS participants. Conclusions - The findings of this study have practical implications for managers who should understand customers' value perceptions regarding e-service quality in Botswana.

• 한국IT서비스학회지
• /
• 제15권3호
• /
• pp.97-114
• /
• 2016

One of the key success factors for the intelligent IT service which is characterized by personalization and automation, is to obtain relevant data from either sensors or data storage for reasoning, analyzing and forecasting. The availability of the open data sources such as public portal sites remarkably increases the efficiency and quality of the intelligent IT service. However, with the condition that not all data in the existing public or private sites are opened or have various types of openness, it prohibits the value of utilization. For these reasons, it is highly required to evaluate the extent of openness of data storage. However, there are only a few studies which explore the factors which affect the degree of data openness with respect to intelligent IT services. Hence, this study aims to propose an evaluation model including the indices to evaluate a process of opening data for the intelligent IT service from a viewpoint of data utilization process. The indices are applied to evaluate the actual multinational websites, which provide public data for verification. We also discuss the implications of the evaluation according to the results.

• 지식경영연구
• /
• 제24권3호
• /
• pp.95-125
• /
• 2023

항공산업의 급격한 성장으로 인해 많은 항공사가 생기면서 고객들이 항공사를 선택할 때 고려하는 요소가 늘어나고 있다. 이에 따라 항공사는 고품질의 서비스와 차별화된 경험적 가치를 제공하여 고객가치를 높이고 있다. 초기 고객가치 연구는 제품 및 서비스에 대한 효용성의 관점에서 비용과 편익 간의 상충관계로 간주하고 실용적 가치 중심으로 이루어졌지만, 최근에는 경험적 측면의 가치의 중요성이 주목받았다. 그러나 경험적 측면의 가치는 제품이나 서비스 상황에 따라 고객가치를 구성하는 요소가 변화되기 때문에 제품이나 서비스에 대한 고객의 선호도를 충분히 나타내는 특정 맥락에서 조사해야 한다. 또한, 고객가치는 고객이 의사결정을 내릴 때 큰 영향을 미치므로 항공사는 고객가치를 구성하는 요소를 정확하게 이해하는 것이 필요하다. 따라서 본 연구에서는 항공 전문 웹사이트인 스카이트랙스(Skytrax)에서 고객이 작성한 리뷰와 평점을 수집하고 BERTopic 모델을 활용하여 고객가치에 대한 요소를 도출하였다. 분석 결과, 항공사에서 고객가치를 구성하는 9가지 요소를 파악하였으며 이 중 6가지 요소가 고객 만족도와 영향을 미침을 확인하였다. 이를 통해 본 연구는 고객가치의 세분화된 파악을 가능하게 하는 새로운 방법론을 제안하고, 항공사에 구체적인 서비스 품질 향상을 위한 방향을 제시한다는 의의와 시사점을 가진다.

• 기록학연구
• /
• 제78호
• /
• pp.5-42
• /
• 2023

대통령의 해외순방은 대한민국을 대표하는 국가원수로서 수행되는 것이기에, 그 결과 생산되는 해외순방 기록은 동시대는 물론 후시대에서도 높은 학술적·사료적 의미와 가치를 갖는다. 본 연구에서는 이러한 '대통령 해외순방 기록이 적절히 생산되고 있고, 국민들에게 충분히 제공되고 있는가'에 초점을 맞춰 해외순방 기록의 생산 및 서비스 현황을 분석하고, 개선을 위한 발전 방안을 살펴본다. 대통령기록관 웹사이트에서 제공하고 있는 총 282건의 해외순방들을 확인한 결과, 현재 순방과 관련한 기본적인 기록조차 웹사이트에 게시되어 있지 않기에 이용자의 입장에서 어떤 기록이 생산되고 있는지 파악하는 데에 어려움이 있다. 또, 검색의 측면이나 제공되는 기록의 내용의 측면에서 이용자로 하여금 배려받는다는 것보다는 소외감을 느끼게 하는, 제공자 중심의 서비스가 이루어지고 있다. 본 연구에서는 양질의 해외순방 기록 생산을 위해, '참여정부' 시절 수립된 '대통령 해외순방 기록 생산지침'을 보완 및 개선하여 적용할 것과, 이러한 기록 정책이 정권의 변화를 비롯한 어떠한 외부의 변수에도 영향받지 않고 일관성 있게 지속되어야 함을 제안한다. 또, 서비스의 개선을 위해서 첫째, 이용자가 순방의 전체적인 맥락을 파악할 수 있도록 하는 '종합정보'의 제공, 둘째, '철(file)-건(record)' 계층과 하이퍼 링크 기능의 사용, 셋째, 해외순방 기록의 생산 단계와 서비스 단계가 상호 연계되도록 하는 시스템의 구축 등을 제안한다. 이러한 과업들을 수행하기 위해 '참여정부' 시절의 기록관리비서관실과 같은 기록 전담 기관이 필수적으로 구축 및 운영되어야 할 것이다.