• 디지털산업정보학회논문지
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• 제7권1호
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• pp.143-156
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• 2011

Mobile & Telecommunication industry have been improved in recent years, many different and different shape devices have been introduced and relative services also consistently have been developed as well. Mobile users also demand new service and diverse contents different from vice oriented services and its quality improvement. Recently Smartphone has shown up and changed Mobile & Telecommunication industry and lead activating the industry. Particularly Smartphone users enjoy many different functions and service provided by Application Market. Actually this Application Market would lead improving Mobile& Telecommunication industry. This fact is worthy of notice. Therefore This study focus on Application Market and analyse what determinants affect user's intention to use Application Market. Mainly e-Servqual and TAM model are applied and research model was established and empirically tested. As a result information, transaction and design quality significantly effect on user's intention and perceived usefulness and easy of use also significantly more effect on user's intention. There will be several implications to establish strategy for application market based on this results.

• 한국정보시스템학회:학술대회논문집
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• 한국정보시스템학회 2005년도 추계학술대회 발표 논문집
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• pp.296-304
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• 2005

본 연구는 e-Learning 컨텐츠 품질과 서비스 품질 차원을 분류하고, 학습자 특성에 따른 e-Learning 성과와의 관계를 파악하는 것이다. 이에 기존 연구에 근거하여 e-Learning 컨텐츠 품질 차원을 교수설계, 내용성, 주의성으로 분류하고, 마케팅 분야의 정보 품질 모형 중에서 Parasuraman이 제시한 SERVQUAL 측정도구를 사용하여 e-Learning 서비스 품질 차원을 유형성, 신뢰성, 대응성, 확신성, 공감성으로 분류하였다. 이들 요인들이 e-Learning 성과(학습만족과 이용의도)에 어떤 영향을 미치는가를 실정적으로 검정하고자 한다. 이들 요인들 간의 매개적 역할을 하는 많은 요인들이 존재할 수 있다. 본 연구에서는 학습자의 경험적, 태도적, 행동적 특성과 자기효능감과 같은 학습자 특성의 매개 효과에 주목하고 한다.

• 경영정보학연구
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• 제8권3호
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• pp.175-200
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• 2006

애플리케이션 아웃소싱의 새로운 형태로 등장하고 있는 ASP 모델은 정보시스템을 자체적으로 개발하여 운영할 인력과 전문성이 부족한 중소기업에 적합하다. 그러나 ASP 모델에 대한 연구는 부족한 실정이다. 서비스품질은 ASP 핵심성공요인 가운데 하나로 거론되고 있지만 아직 ASP 서비스 품질을 측정하기 위한 타당한 도구가 개발되지 않고 있다. 따라서 본 연구에서는 마케팅 분야에서 서비스품질을 측정하기 위한 도구로 개발된 SERVQUAL을 응용하여 ASP 서비스 품질 측정 모델을 개발하여 실증분석을 수행하였다. 본 연구의 표본은 "소기업 네트워크화 사업"에 참여하고 있는 소기업 가운데 무작위로 300개 기업을 선정하여 방문조사를 통해 240개의 설문지를 수거했다. 그리고 이러한 조사자료를 분석한 결과 신뢰성과 유형성은 다른 어떤 서비스품질 구성요인보다도 사용자 개인성과 및 만족도에 유의한 영향을 미치는 것으로 나타났다.

• 지식경영연구
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• 제11권1호
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• pp.1-17
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• 2010

As information technology had shown tremendous development in late 20th century, various service opportunities appeared in many industries. Also, new types of service are becoming available such as, reservation, teleconsultation, telemedicine. In health care industry, in which, many hospitals are faced operational difficulties and competing impetuously, a web site has become a effective tool to attract patients and transfer tremendous health information to the patients. This study is based on many previous researches on online service quality, try to figure out e-service quality factors of health information sites, and the factors' effect on users' satisfaction on the web site via providing knowledge and trust on the web site. As a result, usability, site aesthetic, responsiveness and security are the 4 factors to measure e-service quality of health information web site. All factors except site aesthetic have significant effects on providing knowledge, security only effects on trust on the web site.

• 품질경영학회지
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• 제29권4호
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• pp.116-132
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• 2001

The world wide web has been growing rapidly. Due to the development, many companies are using the e-commerce through the web as an another tool for the their deal with customers. The internet is utilized as the new distribution business and channel for the most companies. This innovative changes made many people to purchase products through the web. However, there are a lot of problems during the process of supply chain channels. This research is about the impact of service quality on the customer satisfaction in the business-to-consumer(B2C) e-commerce. It was performed by utilizing the methodology for measuring the degree of service quality which has been adopted in the service quality research area. The quality of service is made up of six dimensions(factors): reliability, responsiveness, assurance, empathy, tangible, and convenience. Therefore, we studied the influence of these six factors upon the customer satisfaction, and the results will be summarized.

• 대한간호학회지
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• 제29권2호
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• pp.383-392
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• 1999

Recently, the hospitals in Korea has positively changed one way or another. Therefore hospital managers must focus on the nurses' role in terms of consumers' perception of overall image of hospitals and the degree of satisfaction of the consumers. To achieve the purposes, the questionnaire was developed and distributed to 280 people who had a direct experience with nursing services subjected hospitals in Seoul at the time of screening. Among them, 229 responses were turned out to be useful and used for final analysis. The measurement instrument for hospital nursing service quality evaluation was modified from the SERVQUAL model originated from Parasuraman, Zeithaml, and Berry (1988). For data analysis, SPSS/PC and PC-MDS program were used. The results were as follows : 1) The perception map showed that the seven subjected hospitals were divided into three groups. It could be interpreted that the hospitals in the same group had a strong competitive relationships. Because the nursing services' scores of hospitals C and E were higher than those of other hospitals, they could be served as a benchmark for the other hospitals. 2) The marketing place of hospital nursing services was divided by four. Since service generally had a strong point in nearby service market segment. Aiming an nearby hospital nursing services market segment by the hospital nursing services department was regarded as a good repositioning strategy. 3) When consumers evaluated the quality of hospital nursing services, they were greatly affected by the hospitals' overall image or other characteristics. Therefore, for improving hospital's nursing services, hospital nursing services department requires a great deal of labor to improve hospitals' overall image or other characteristics.

• 한국IT서비스학회지
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• 제18권4호
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• pp.23-38
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• 2019

With the development of information and communication technology, logistics distribution systems and services have been improved, new types of services have been provided, and consumption patterns in consumer markets have also changed. In the domestic distribution market, the development of ICT technology, the spread of smart devices, and the growth of the e-commerce market have led to Omni-channel, a service that integrates offline channels and online channels. Omni-channel service aims to provide consumers with consistent and convenient service by integrating offline and online domain into one. Consumers can get integrated service on and offline. In this study, consumers' intention to use Omni-channel was examined by Self Determination Theory and SERVQUAL. The survey was conducted on Omni-channel user and the research model was composed of 2^nd order factor model considering the characteristics of Omni-channel which provides integrated service based on the prior literature and PLS-SEM (partial least squares structural equation modeling).

• 복식
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• 제54권5호
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• pp.71-81
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• 2004

The purpose of this study was to investigate the customer service factors and evaluation of consumer satisfaction on the purchase through the C2C E- commerce, focusing on the fashion goods. 190 college students who have purchased products via C2C E-commerce were surveyed. For data analysis, descriptive statistics, 1-test, Pearson＇s correlations, and multiple regression were used. As the results, 50.5% of respondents have purchased fashion products through C2C. Out of 4 C2C characteristics factors. there was statistically the significant difference in only ＇entertainment factor＇ between males and females. All five SERVQUAL＇s factors used for measuring service factors in this study were correlated to customer satisfactions scores. Also. results of multiple regression revealed that assurance, empathy, and reliability were significantly to related to customer satisfaction. Based on these results, fashion marketing strategy for C2C development would be suggested.

• 한국산학기술학회논문지
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• 제21권11호
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• pp.125-138
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• 2020

현재 한국의 전자상거래 시장은 급성장 중이고 특히 온라인 상거래에서는 SNS를 통한 거래가 지속적으로 증가하는 추세입니다. 본 연구는 정보시스템 성공 모델을 적용하고 이를 SERVQUAL의 수정과 결합함으로써 고객의 관점으로 전자상거래 상황에서 SNS 기반 상거래에 대한 서비스 품질 결정 요인의 영향에 대해 조사합니다. 본 논문은 누적 샘플링 기술을 사용하여 진행한 온라인 설문 조사에서 총 216개의 표본을 분석했습니다. 독립변수로 확신성, 공감성, 반응성, 신뢰성, 자각된 유용성 및 고객만족을 사용하였습니다. 종속변수로는 자각된 유용성, 고객만족 그리고 순이익으로 설정하였습니다. SPSS 25 통계 프로그램을 통해 빈도 분석, 요인분석&신뢰도분석, 회귀분석을 진행하였습니다. 이로써 총 11개의 가설에 대한 결과를 도출하였습니다. 결과는 확신성(Assurance), 공감성(Empathy), 반응성(responsiveness) 그리고 신뢰성(Realiability)은 자각된 유용성(Perceived Usefulness)과 고객만족(Customer Satisfaction)에 중요한 영향을 미친다는 것을 보여줍니다. 또한 SNS기반의 상거래에서 자각된 유용성, 고객 만족도 및 순이익 간의 긍정적인 유의미한 관계를 보여주고 있습니다. 이러한 유의미한 결과를 토대로 향후 관련된 후속 연구에 도움이 될 것이라 기대합니다.

• The Journal of Asian Finance, Economics and Business
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• 제6권3호
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• pp.225-234
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• 2019

The study aims to explore key dimensions of service quality of E-Retailing of Islamic banks in the Kingdom of Saudi Arabia. The convenience sample size consists of 373 respondents who regularly use online Islamic banking facilities in Saudi Arabia was used. For measuring the consumers' perspective, a four-factor E-SERVQUAL scale; namely efficiency, system availability, fulfillment, and privacy was used. Exploratory Factor Analysis and Confirmatory Factor Analysis are used to test the model fitness. Structural equation modelling is utilized to determine the impact of E-service quality dimensions on customers' satisfaction. The results of the study reveal that 1) reliability as a dimension of E-retailing of Islamic banks made a significant impact on customers' overall satisfaction; 2) there is a positive significant relationship between responsiveness and customers' overall satisfaction. One unit increased in responsive leads to 0.763 unit increases in the overall satisfaction of the customer; and 3) ease of use is the most important dimensions of service quality of E-retailing of Islamic banks. One unit increases in Security/ Privacy leads to 0.473 unit increases in overall satisfaction. There is a positive impact of good E-service on customers' satisfaction, but it does not override unsatisfactory performance in other areas.