The purpose of this study is to find a way for social welfare organizations to actively cope with environmental changes such as the corona incident according to the work coordination theory that work performance improves when actively coping with environmental changes. In other words, the mediating effect of member agility in the relationship that participatory decision-making affects job performance was identified. The subjects of the survey were workers in welfare centers in the metropolitan area and Chungcheong area, and 310 questionnaires were analyzed, and confirmatory factor analysis, research model analysis, and mediation effect verification were conducted to verify the hypothesis. As a result of the study, participatory decision-making had a significant positive effect on member agility and job performance. In addition, it was confirmed that the partial mediation model including the path that participatory decision-making directly affects job performance and the indirect effect that is linked to job performance after first affecting the agility of members is appropriate. The study has academic significance in that it verifies the effect of participatory decision-making and agility necessary for social welfare organizations, and suggests ways to improve participatory decision-making and agility in hiring, evaluation, and education of employees in social welfare organizations. In this respect, significance can also be found in practical terms.
Journal of the Korea Academia-Industrial cooperation Society
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v.22
no.1
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pp.759-767
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2021
Most weapons systems that are Force Integration are expensive equipment that reflects the latest technology, and the operation and maintenance cost is increasing continuously. Factors that efficiently operate and maintain these weapon systems include maintenance plans, economic costs, and repair part requirements. Among them, predicting the repair parts requirements during the life cycle in advance is an important way to increase operation and maintenance cost efficiency and operating availability. The start of requirement analysis for repair parts is a calculation of the CSP (CSP: Concurrent Spare parts, CSP hereafter) that is distributed when the weapon system is deployed. The CSP is an essential component of achieving the operating availability during this period because the weapon system aims to successfully perform a given operation mission without resupply for an initial set period. In the present study, the CSP calculation method was analyzed, reflecting the failure rate and operating time of items, but the analyzed CSP was aimed at preparing for technical failure, but in the initial operating environment, it is limited in coping with unexpected failures caused by human error. The failure is not included in the scope of free maintenance and is a serious factor in making the weapon system inoperable during the initial operation period. To prevent the inoperable status of a weapon system, CSP that considers human error is required in the initial operating environment, and the calculation criteria and measures are proposed.
The aim of this study is to reveal errors in the estimations on the nonstandard workers scale which have resulted from little consideration for bogus self-employment. Bogus self-employment means disguised employment relationships that are considered to be self-employed workers even though they have inherent subordination. The methods of previous studies estimate that the bogus self-employed workers are excluded from estimations because they are not workers in principle. We analyze the scale of the bogus self-employments using the empirical data [the Korean Welfare Panel of 2008-2013(six wave panel)] to re-estimate the scale of non-standard workers. In 2013, the year of the last wave, the percentage of the bogus self-employment was high, the proportion of them is 28.5% among self-employment without owning a place of business. Our results expect the number of contract workers from re-analysis would be over 740 thousand when reflecting on the predictive value in the actual number of paid workers. In conclusion, it is necessary to apply reasonable methods of analysis concerning the scope and scale of the nonstandard workers for the sake of coping with measures against the problem of nonstandard workers. The aim of this study is to reveal the estimation error on nonstandard workers' scale which are resulted from having no consideration for bogus self-employment. Bogus self-employment means disguised employment relationship that is considered as self-employment workers even though they have inherent subordination. The methods of previous researches' estimation on nonstandard workers have the problem that the bogus self-employment workers are excluded from estimation because they are not workers in principle.
Flood disasters have been recently increasing worldwide due to climate change and extreme weather events. Since flood damage recovery has been conducted as a common coping strategy to flood disasters in the Republic of Korea, it is necessary to predict the regional flood damage costs by rainfall characteristics for a preventative measure to flood damage. Therefore, the purpose of this study is to present the regression functions for human and economic flood damage assessments for the 7 metropolises in the Republic of Korea. A comprehensive regression analysis was performed through the total 48 simple regression models on the two types of flood damage records for human and economic costs over the past two decades from 1998 to 2017 using the four kinds of nonlinear equations with each of the six rainfall variables. The damage assessment functions for each metropolis were finally selected by the evaluation of the regression results with the coefficient of determination and the statistical significance test, and then used for the human and economic flood damage assessments for 100-year rainfall in the 7 metropolises. The results of this study are expected to provide the basic information on flood damage cost assessments for flood damage mitigation measures.
Purpose: The Ministry of Employment and Labor has been working hard to ensure the safety of workers due to heavy rain during natural disasters as the responsible ministry in charge of preventing industrial accidents and health problems for workers. Accordingly, the Ministry of Employment and Labor intends to analyze actual cases of responding to heavy rain disasters and suggest ways to improve the response system. Method: An emergency response system implemented to respond to heavy rain disasters with an internal expert group composed of those in charge of disaster work at headquarters, local government offices, and Korea Occupational Safety and Health Agency, and an external expert group composed of professors, consulting representatives, and disaster managers from other ministries. Contents on self-inspection by industry, workplace inspection, use of serious siren, safety management and restoration work guidance were reviewed. Result: First of all, it is necessary to check the regular contact system from time to time, and it is also necessary to prepare and distribute detailed self-checklists for each industry. In addition, it is necessary to check the implementation of self-inspection when inspecting workplaces, and it seems necessary to have measures to increase the readability of information notified through serious disaster sirens. In addition, since safety work is done in the form of a contract, it seems necessary to prepare specific safety guidelines. Conclusion: In order to protect the lives of workers due to seasonal harm and risk factors, unlike the passive coping methods of the past, abnormal weather should not be regarded as an unexpected situation, and it should be actively and preemptively responding beyond the conventional framework.
Journal of the Korea Society of Computer and Information
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v.28
no.8
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pp.175-186
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2023
In this paper, we aim to build a gentrification analysis model and examine its characteristics, focusing on the point at which rents rose sharply alongside the recovery of commercial districts after the gradual resumption of daily life. Recently, in Korea, the influence of social distancing measures after the pandemic has led to the formation of small-scale commercial districts, known as 'hot places', rather than large-scale ones. These hot places have gained popularity by leveraging various media and social networking services to attract customers effectively. As a result, with an increase in the floating population, commercial districts have become active, leading to a rapid surge in rents. However, for small business owners, coping with the sudden rise in rent even with increased sales can lead to gentrification, where they might be forced to leave the area. Therefore, in this study, we seek to analyze the periods before and after by identifying points where rents rise sharply as commercial districts experience revitalization. Firstly, we collect text data to explore topics related to gentrification, utilizing LDA topic modeling. Based on this, we gather data at the commercial district level and build a gentrification analysis model to examine its characteristics. We hope that the analysis of gentrification through this model during a time when commercial districts are being revitalized after facing challenges due to the pandemic can contribute to policies supporting small businesses.
Kim, Ji Eun;Kim, Min Ji;Kim, Seok-Woo;Kim, Tae-Woong
Journal of Korea Water Resources Association
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v.57
no.1
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pp.45-58
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2024
Drought risk is expected to increase as the frequency, intensity, and duration of droughts increase due to climate change. Drought risk is related to not only hydro-meteorological factors, but also water supply and demand. Recently, along with climate change, socioeconomic factors have also been recognized to increase drought risk. Therefore, it is necessary to outlook the drought risk considering various conditions for coping with future extreme droughts in a timely manner. In addition, considering various drought scenarios help reduce the uncertainty in future drought outlook. In this study, drought scenarios considering climate change scenarios, population, and water demand were created to outlook drought risk for 160 administrative districts in Korea, then new levels of drought risk were assigned based on the results of drought risk outlook to suggest drought management measures. The results showed that the drought risk will increase in the future in 2020, 2025, and 2030, compared to past. Especially the drought risk is likely twice as high in 2030 under the baseline and high scenarios. Applying the drought outlook results from this study to the new methodology for setting the risk levels shows that most regions are in Response (V) in 2020 and 2030 for baseline and high scenarios.
Kim, Yeong-Hee;Cho, Soo-Yeul;Kang, Pock-Soo;Lee, Kyeong-Soo;Kim, Seok-Beom;Kim, Sang-Kyu;Kang, Young-Ah;Hwang, Young-Lork
Journal of agricultural medicine and community health
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v.25
no.1
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pp.51-63
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2000
Ten Dongs were selected according to the systematic cluster sampling in Koryong Gun, and the survey was conducted on 571 women in the age between 30-69 years. The first survey was performed for 6 days between August 27 to September 1, 1999 with the investigation rate of 60.3%, and the second survey was performed in November with the investigation rate of 91.8%. The contents of survey included demographic characteristics, health behaviors, dyspepsia symptom score, sleeping induction time and the degree of sleep satisfaction, and degree of stress in the subjects. The dyspepsia symptom score was in the average 13.4 points out of a total 44 points and was the highest in the 50-59 year-old age group with 13.9 points. The sleep induction time was in the average of 35 minutes and was the highest in the 50-59 year-old age group with 40.9 minutes; the degree of sleep satisfaction was in the average of 7.9 points and was the lowest in the 50-59 year-old age group with 7.5 points. The stress score was in the average of 18.3 points and was highest in those subjects in their 40's and 50's with 18.7 points. When the correlation among the stress score, the degree of sleep satisfaction and dyspepsia symptom score was analyzed, the results showed that he stress score and the degree of sleep satisfaction showed a significant negative correlation and that the stress score and dyspepsia symptom score showed a significant positive correlation. Also, a significant negative correlation was found between the degree of sleep satisfaction and dyspepsia symptom score. According to each age group, a significant correlation was revealed among the stress score, dyspepsia symptom score and the degree of sleep satisfaction in those subjects over 40 years of age compared to those subjects who were younger than 40 years of age. As for educational level, the correlation among the stress score, the degree of sleep satisfaction and dyspepsia symptom score was higher in those subjects with less than middle school education compared to those subjects with more than high school education. When those factors that effects on the dyspepsia symptom score were analyzed with multiple regression, the results showed that the level of stress and chronic diseases were selected as significant variables. When those factors that affected on the degree of sleep satisfaction were analyzed, the sleep induction time and presence of chronic diseases and stress were selected as significant variables. Those women in their 50's who live in rural areas showed the highest level of stress, lowest the degree of sleep satisfaction, and highest level of dyspepsia, indicating that they need stress management. Also, since stress was showed to be a significant variable effecting on dyspepsia or the degree of sleep satisfaction, it is concluded that health promotion is possible through stress management. More studies are needed in the future on coping resources that would strengthen coping against stress, and by conducting studies on stress and related factors on community people, the measures of mental health promotion need to be developed.
In this study, a method to assess and monitor hydrological drought using remote sensing was investigated for use in regions with limited observation data, and was applied to the Upper Namhangang basin in South Korea, which was seriously affected by the 2008-2009 drought. Drought information may be obtained more easily from meteorological data based on water balance than hydrological data that are hard to estimate. Air temperature data at 2 m above ground level (AGL) were estimated using remotely sensed data, evapotranspiration was estimated from the air temperature, and the correlations between precipitation minus evapotranspiration (P-PET) and streamflow percentiles were examined. Land Surface Temperature data with $1{\times}1km$ spatial resolution as well as Atmospheric Profile data with $5{\times}5km$ spatial resolution from MODIS sensor on board Aqua satellite were used to estimate monthly maximum and minimum air temperature in South Korea. Evapotranspiration was estimated from the maximum and minimum air temperature using the Hargreaves method and the estimates were compared to existing data of the University of Montana based on Penman-Monteith method showing smaller coefficient of determination values but smaller error values. Precipitation was obtained from TRMM monthly rainfall data, and the correlations of 1-, 3-, 6-, and 12-month P-PET percentiles with streamflow percentiles were analyzed for the Upper Namhan-gang basin in South Korea. The 1-month P-PET percentile during JJA (r = 0.89, tau = 0.71) and SON (r = 0.63, tau = 0.47) in the Upper Namhan-gang basin are highly correlated with the streamflow percentile with 95% confidence level. Since the effect of precipitation in the basin is especially high, the correlation between evapotranspiration percentile and streamflow percentile is positive. These results indicate that remote sensing-based P-PET estimates can be used for the assessment and monitoring of hydrological drought. The high spatial resolution estimates can be used in the decision-making process to minimize the adverse impacts of hydrological drought and to establish differentiated measures coping with drought.
1. Introduction Today Internet is recognized as an important way for the transaction of products and services. According to the data surveyed by the National Statistical Office, the on-line transaction in 2007 for a year, 15.7656 trillion, shows a 17.1%(2.3060 trillion won) increase over last year, of these, the amount of B2C has been increased 12.0%(10.2258 trillion won). Like this, because the entry barrier of on-line market of Korea is low, many retailers could easily enter into the market. So the bigger its scale is, but on the other hand, the tougher its competition is. Particularly due to the Internet and innovation of IT, the existing market has been changed into the perfect competitive market(Srinivasan, Rolph & Kishore, 2002). In the early years of on-line business, they think that the main reason for success is a moderate price, they are awakened to its importance of on-line service quality with tough competition. If it's not sure whether customers can be provided with what they want, they can use the Web sites, perhaps they can trust their products that had been already bought or not, they have a doubt its viability(Parasuraman, Zeithaml & Malhotra, 2005). Customers can directly reserve and issue their air tickets irrespective of place and time at the Web sites of travel agencies or airlines, but its empirical studies about these Web sites for reserving and issuing air tickets are insufficient. Therefore this study goes on for following specific objects. First object is to measure service quality and service recovery of Web sites for reserving and issuing air tickets. Second is to look into whether above on-line service quality and on-line service recovery have an impact on overall service quality. Third is to seek for the relation with overall service quality and customer satisfaction, then this customer satisfaction and loyalty intention. 2. Theoretical Background 2.1 On-line Service Quality Barnes & Vidgen(2000; 2001a; 2001b; 2002) had invented the tool to measure Web sites' quality four times(called WebQual). The WebQual 1.0, Step one invented a measuring item for information quality based on QFD, and this had been verified by students of UK business school. The Web Qual 2.0, Step two invented for interaction quality, and had been judged by customers of on-line bookshop. The WebQual 3.0, Step three invented by consolidating the WebQual 1.0 for information quality and the WebQual2.0 for interactionquality. It includes 3-quality-dimension, information quality, interaction quality, site design, and had been assessed and confirmed by auction sites(e-bay, Amazon, QXL). Furtheron, through the former empirical studies, the authors changed sites quality into usability by judging that usability is a concept how customers interact with or perceive Web sites and It is used widely for accessing Web sites. By this process, WebQual 4.0 was invented, and is consist of 3-quality-dimension; information quality, interaction quality, usability, 22 items. However, because WebQual 4.0 is focusing on technical part, it's usable at the Website's design part, on the other hand, it's not usable at the Web site's pleasant experience part. Parasuraman, Zeithaml & Malhorta(2002; 2005) had invented the measure for measuring on-line service quality in 2002 and 2005. The study in 2002 divided on-line service quality into 5 dimensions. But these were not well-organized, so there needed to be studied again totally. So Parasuraman, Zeithaml & Malhorta(2005) re-worked out the study about on-line service quality measure base on 2002's study and invented E-S-QUAL. After they invented preliminary measure for on-line service quality, they made up a question for customers who had purchased at amazon.com and walmart.com and reassessed this measure. And they perfected an invention of E-S-QUAL consists of 4 dimensions, 22 items of efficiency, system availability, fulfillment, privacy. Efficiency measures assess to sites and usability and others, system availability measures accurate technical function of sites and others, fulfillment measures promptness of delivering products and sufficient goods and others and privacy measures the degree of protection of data about their customers and so on. 2.2 Service Recovery Service industries tend to minimize the losses by coping with service failure promptly. This responses of service providers to service failure mean service recovery(Kelly & Davis, 1994). Bitner(1990) went on his study from customers' view about service providers' behavior for customers to recognize their satisfaction/dissatisfaction at service point. According to them, to manage service failure successfully, exact recognition of service problem, an apology, sufficient description about service failure and some tangible compensation are important. Parasuraman, Zeithaml & Malhorta(2005) approached the service recovery from how to measure, rather than how to manage, and moved to on-line market not to off-line, then invented E-RecS-QUAL which is a measuring tool about on-line service recovery. 2.3 Customer Satisfaction The definition of customer satisfaction can be divided into two points of view. First, they approached customer satisfaction from outcome of comsumer. Howard & Sheth(1969) defined satisfaction as 'a cognitive condition feeling being rewarded properly or improperly for their sacrifice.' and Westbrook & Reilly(1983) also defined customer satisfaction/dissatisfaction as 'a psychological reaction to the behavior pattern of shopping and purchasing, the display condition of retail store, outcome of purchased goods and service as well as whole market.' Second, they approached customer satisfaction from process. Engel & Blackwell(1982) defined satisfaction as 'an assessment of a consistency in chosen alternative proposal and their belief they had with them.' Tse & Wilton(1988) defined customer satisfaction as 'a customers' reaction to discordance between advance expectation and ex post facto outcome.' That is, this point of view that customer satisfaction is process is the important factor that comparing and assessing process what they expect and outcome of consumer. Unlike outcome-oriented approach, process-oriented approach has many advantages. As process-oriented approach deals with customers' whole expenditure experience, it checks up main process by measuring one by one each factor which is essential role at each step. And this approach enables us to check perceptual/psychological process formed customer satisfaction. Because of these advantages, now many studies are adopting this process-oriented approach(Yi, 1995). 2.4 Loyalty Intention Loyalty has been studied by dividing into behavioral approaches, attitudinal approaches and complex approaches(Dekimpe et al., 1997). In the early years of study, they defined loyalty focusing on behavioral concept, behavioral approaches regard customer loyalty as "a tendency to purchase periodically within a certain period of time at specific retail store." But the loyalty of behavioral approaches focuses on only outcome of customer behavior, so there are someone to point the limits that customers' decision-making situation or process were neglected(Enis & Paul, 1970; Raj, 1982; Lee, 2002). So the attitudinal approaches were suggested. The attitudinal approaches consider loyalty contains all the cognitive, emotional, voluntary factors(Oliver, 1997), define the customer loyalty as "friendly behaviors for specific retail stores." However these attitudinal approaches can explain that how the customer loyalty form and change, but cannot say positively whether it is moved to real purchasing in the future or not. This is a kind of shortcoming(Oh, 1995). 3. Research Design 3.1 Research Model Based on the objects of this study, the research model derived is
. 3.2 Hypotheses 3.2.1 The Hypothesis of On-line Service Quality and Overall Service Quality The relation between on-line service quality and overall service quality I-1. Efficiency of on-line service quality may have a significant effect on overall service quality. I-2. System availability of on-line service quality may have a significant effect on overall service quality. I-3. Fulfillment of on-line service quality may have a significant effect on overall service quality. I-4. Privacy of on-line service quality may have a significant effect on overall service quality. 3.2.2 The Hypothesis of On-line Service Recovery and Overall Service Quality The relation between on-line service recovery and overall service quality II-1. Responsiveness of on-line service recovery may have a significant effect on overall service quality. II-2. Compensation of on-line service recovery may have a significant effect on overall service quality. II-3. Contact of on-line service recovery may have a significant effect on overall service quality. 3.2.3 The Hypothesis of Overall Service Quality and Customer Satisfaction The relation between overall service quality and customer satisfaction III-1. Overall service quality may have a significant effect on customer satisfaction. 3.2.4 The Hypothesis of Customer Satisfaction and Loyalty Intention The relation between customer satisfaction and loyalty intention IV-1. Customer satisfaction may have a significant effect on loyalty intention. 3.2.5 The Hypothesis of a Mediation Variable Wolfinbarger & Gilly(2003) and Parasuraman, Zeithaml & Malhotra(2005) had made clear that each dimension of service quality has a significant effect on overall service quality. Add to this, the authors analyzed empirically that each dimension of on-line service quality has a positive effect on customer satisfaction. With that viewpoint, this study would examine if overall service quality mediates between on-line service quality and each dimension of customer satisfaction, keeping on looking into the relation between on-line service quality and overall service quality, overall service quality and customer satisfaction. And as this study understands that each dimension of on-line service recovery also has an effect on overall service quality, this would examine if overall service quality also mediates between on-line service recovery and each dimension of customer satisfaction. Therefore these hypotheses followed are set up to examine if overall service quality plays its role as the mediation variable. The relation between on-line service quality and customer satisfaction V-1. Overall service quality may mediate the effects of efficiency of on-line service quality on customer satisfaction. V-2. Overall service quality may mediate the effects of system availability of on-line service quality on customer satisfaction. V-3. Overall service quality may mediate the effects of fulfillment of on-line service quality on customer satisfaction. V-4. Overall service quality may mediate the effects of privacy of on-line service quality on customer satisfaction. The relation between on-line service recovery and customer satisfaction VI-1. Overall service quality may mediate the effects of responsiveness of on-line service recovery on customer satisfaction. VI-2. Overall service quality may mediate the effects of compensation of on-line service recovery on customer satisfaction. VI-3. Overall service quality may mediate the effects of contact of on-line service recovery on customer satisfaction. 4. Empirical Analysis 4.1 Research design and the characters of data This empirical study aimed at customers who ever purchased air ticket at the Web sites for reservation and issue. Total 430 questionnaires were distributed, and 400 were collected. After surveying with the final questionnaire, the frequency test was performed about variables of sex, age which is demographic factors for analyzing general characters of sample data. Sex of data is consist of 146 of male(42.7%) and 196 of female(57.3%), so portion of female is a little higher. Age is composed of 11 of 10s(3.2%), 199 of 20s(58.2%), 105 of 30s(30.7%), 22 of 40s(6.4%), 5 of 50s(1.5%). The reason that portions of 20s and 30s are higher can be supposed that they use the Internet frequently and purchase air ticket directly. 4.2 Assessment of measuring scales This study used the internal consistency analysis to measure reliability, and then used the Cronbach'$\alpha$ to assess this. As a result of reliability test, Cronbach'$\alpha$ value of every component shows more than 0.6, it is found that reliance of the measured variables are ensured. After reliability test, the explorative factor analysis was performed. the factor sampling was performed by the Principal Component Analysis(PCA), the factor rotation was performed by the Varimax which is good for verifying mutual independence between factors. By the result of the initial factor analysis, items blocking construct validity were removed, and the result of the final factor analysis performed for verifying construct validity is followed above. 4.3 Hypothesis Testing 4.3.1 Hypothesis Testing by the Regression Analysis(SPSS) 4.3.2 Analysis of Mediation Effect To verify mediation effect of overall service quality of and , this study used the phased analysis method proposed by Baron & Kenny(1986) generally used. As
shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient $\beta$eta : efficiency=.164, system availability=.074, fulfillment=.108, privacy=.107) is smaller than its estimate ability at Step 2(Standardized coefficient $\beta$eta : efficiency=.409, system availability=.227, fulfillment=.386, privacy=.237), so it was proved that overall service quality played a role as the partial mediation between on-line service quality and satisfaction. As
shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient $\beta$eta : responsiveness=.164, compensation=.117, contact=.113) is smaller than its estimate ability at Step 2(Standardized coefficient $\beta$eta : responsiveness=.409, compensation=.386, contact=.237), so it was proved that overall service quality played a role as the partial mediation between on-line service recovery and satisfaction. Verified results on the basis of empirical analysis are followed. First, as the result of , it shows that all were chosen, so on-line service quality has a positive effect on overall service quality. Especially fulfillment of overall service quality has the most effect, and then efficiency, system availability, privacy in order. Second, as the result of , it shows that all were chosen, so on-line service recovery has a positive effect on overall service quality. Especially responsiveness of overall service quality has the most effect, and then contact, compensation in order. Third, as the result of and , it shows that and all were chosen, so overall service quality has a positive effect on customer satisfaction, customer satisfaction has a positive effect on loyalty intention. Fourth, as the result of and , it shows that and all were chosen, so overall service quality plays a role as the partial mediation between on-line service quality and customer satisfaction, on-line service recovery and customer satisfaction. 5. Conclusion This study measured and analyzed service quality and service recovery of the Web sites that customers made a reservation and issued their air tickets, and by improving customer satisfaction through the result, this study put its final goal to grope how to keep loyalty customers. On the basis of the result of empirical analysis, suggestion points of this study are followed. First, this study regarded E-S-QUAL that measures on-line service quality and E-RecS-QUAL that measures on-line service recovery as variables, so it overcame the limit of existing studies that used modified SERVQUAL to measure service quality of the Web sites. Second, it shows that fulfillment and efficiency of on-line service quality have the most significant effect on overall service quality. Therefore the Web sites of reserving and issuing air tickets should try harder to elevate efficiency and fulfillment. Third, privacy of on-line service quality has the least significant effect on overall service quality, but this may be caused by un-assurance of customers whether the Web sites protect safely their confidential information or not. So they need to notify customers of this fact clearly. Fourth, there are many cases that customers don't recognize the importance of on-line service recovery, but if they would think that On-line service recovery has an effect on customer satisfaction and loyalty intention, as its importance is very significant they should prepare for that. Fifth, because overall service quality has a positive effect on customer satisfaction and loyalty intention, they should try harder to elevate service quality and service recovery of the Web sites of reserving and issuing air tickets to maximize customer satisfaction and to secure loyalty customers. Sixth, it is found that overall service quality plays a role as the partial mediation, but now there are rarely existing studies about this, so there need to be more studies about this.
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