• Asia pacific journal of information systems
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• v.23 no.4
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• pp.85-102
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• 2013

This study proposes a web presence readiness model based on pre-payment service functions and a post-payment service function both of which embrace the major concerns of customers in the online purchasing context. Based on the concept of customer utility from the product itself and instrumental utility, the research model suggests four antecedents including, Perceived Economic Benefits, Product Search Support Quality, e-Shopping Method Diversity, and Post-Payment Support Quality. We empirically examined a proposed research model using data collected from online rating company websites. Among the four antecedents, post payment support quality is found to be the most influential determinant of customer evaluation on e-commerce websites. Based on the empirical results, the current study proposes an alternate model of web presence readiness. The findings of this study may provide an insight to field practitioners designing commercial websites. The implications and future research directions are further discussed.

• Journal of Korean Library and Information Science Society
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• v.48 no.1
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• pp.319-344
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• 2017

As the social environment changes, the public library's services for older persons need to be improved from a new perspective. Therefore, this study analyzed the relationships among user satisfaction of major services, overall service satisfaction, service quality components (i.e., service affection, information control, and library as place), and re-use intention according to demographic characteristics by evaluating the public library's services for older persons with applying LibQUAL+ and surveying the user satisfaction. This study proposed to provide appropriate information and service according to the changes of the elderly user environment, develop the library collection according to the diversified information needs by older users, and allocate personnel who could offer a service to older people.

• Journal of Digital Convergence
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• v.3 no.2
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• pp.143-157
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• 2005

Many papers point out that the e-Learning is one of the most important industries, and the effect on other industries can be more powerful than any other business. Therefore, we think about social, cultural, industrial and technological effect of the e-Learning in order to enlarge industry scale as well as educational performances. In many cases of developed countries, various kinds of study have been performed for the e-Learning quality assurance because quality of the e-learning should operate on effective and efficient learning and continuous market development of education industries. The e-Learning quality assurance has import function not only for learning contents reusability like a SCORM and metadata but also for learning system, solution and service operation, so activities for the quality assurance should consider of cultural and tactical approach when it is applied in the e-learning business. In this paper, we present the concept, domain and purpose of the e-Learning quality assurance. Furthermore, this paper proposes the process and methodology in order to make the quality assurance standard model which is consist of 6 phase such as Environment Research, Needs Analysis, Framework, Metrics, Development and Implementation, Evaluation and Feedback through the analysis and comparison of pre-studied worldwide quality control, management and assurance documents.

• Korea Trade Review
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• v.46 no.5
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• pp.213-230
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• 2021

China's e-waste enterprises can decompose 150 million sets of e-waste every year, but in fact, only about 50% of the e-waste goes into formal recycling due to the informal recycling of individual small businesses. The purpose of this paper is to put forward the method for users to improve the reuse times through regular e-waste recycling enterprises. This paper constructs the evaluation factors of reuse logistics service through prior research. Exogenous variables are mainly composed of the management system, economics, resources, policies, social perspectives, and service quality. In addition, the authors choose intention to reuse as an endogenous variable. A total of 335 questionnaires were collected to conduct the research with the structural equation modeling. The results reject the hypothesis that economics, resources, and social perspectives have a positive impact on reuse. On the contrary, management systems, policies, and service quality have a positive impact on reuse. Implications were suggested in the last part of the research.

• Proceedings of the KSR Conference
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• 2009.05a
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• pp.761-772
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• 2009

The introduction of KTX (Korea Train eXpress) provided passengers with a much faster mode of transport, and KTX has become a model railway system. Express railway stations are emphasized as public transit transfer centers, but their service evaluations were not performed appropriately so far. It is possible to know the level of service by developing valuation criteria for their evaluations. The evaluation of transfer centers mainly consists of two parts; connective service with other travel m odes, and transfer service inside transfer stations. Connection is defined as the inter-connection of multi-transportation vehicles, and transfer means that a passenger changes his travel mode to another. Such connective service and transfer service are evaluated by the level of service in terms of transfer facilities, the appropriateness of station layout and the quality of information throughout the facilities. We developed the service evaluation indicators of connective facilities and referred to the indicators of transfer facilities. We examined the 7 stations in Korea that are currently in operation and standardized the methodology of the evaluation process by applying the indicators suggested in this study.

• The Journal of the Korea Contents Association
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• v.20 no.2
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• pp.215-225
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• 2020

In selecting a company of A-E service provider for a public construction project, public owners make widely use the evaluation method based on the quantitative criteria to emphasize transparency and fairness instead of putting more weighting on bidders' technical capability. The selection method and process to select technically better company has been in discussion to motivate company to build up their technical capability and better quality of service. This paper examined US laws and regulations related to evaluating and selecting an A-E company for public construction project in terms of principles, process, selection committee, evaluation methods, and contract management and so on. Then deduced several implications for domestic public owner to select the most adequate company for a certain architectural service through fair and efficient way. The major findings are technical capability based selection, emphasizing owner's role and responsibility, consideration of small and mid-sized company, debriefing, and post-service evaluation.

• The Journal of Industrial Distribution & Business
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• v.15 no.7
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• pp.1-9
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• 2024

Purpose: This research adopts the SERVQUAL and LSQ frameworks to examine the correlation between return reverse logistics service quality of the JD platform and customer satisfaction, as well as the linkage between consumer satisfaction and repurchase intention. Research design, data and methodology: A comprehensive literature review on both domestic and international logistics service quality has been conducted. Considering the unique aspects of JD's return reverse logistics services, an evaluation framework with 5 dimensions and 21 indicators is formulated, including communication, information, return process, empathy, and convenience. A conceptual model exploring the influence of JD's reverse logistics service quality on customer repurchase intention is developed, proposing six hypotheses. For this investigation, 358 valid questionnaires were collected, processed, and analyzed using SPSS 22.0. The structural equation modeling was conducted and validated through AMOS 21.0 software. Results: Following a thorough analysis of data, it reveals that: (1) Information quality, return process quality, and empathy significantly enhance customer satisfaction. (2) Customer satisfaction positively impacts repurchase intention. Conclusion: Based on these findings, three strategic recommendations are offered for e-commerce platforms with in-house logistics systems. The research also discusses limitations and future research directions.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.14 no.5
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• pp.2157-2167
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• 2013

The current paper aims to analyze the influence of users' self evaluation of e-service quality and others' word-of-mouth(WOM) on customer satisfaction and revisit intention in a family restaurant web site. The research model includes the constructs of service quality, WOM, customer satisfaction, and revisit intention. This study examines the hypothesized model using data from 175 college students around the Seoul metropolitan area who have visited a family restaurant as well as used its web site during the last three months. The findings show that service quality has a significant impact on customer satisfaction and a full-mediation effect between WOM and customer satisfaction. In addition, customer satisfaction has a significant influence on revisit intention. Family restaurants need to have an effort to manage service quality factors and social influences such as online WOM in order to use a web site as a tool of customer relationship management.

• Journal of Korean Academy of Nursing Administration
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• v.1 no.2
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• pp.388-407
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• 1995

This study is (a) to describe the history of Total Quality Management (TQM) generated in the industry, health care service, and nursing society ; (b) to define the concept, total quality management including the definition of quality ; (C) to explain the each principle of TQM theory developed by main theorists, E. Deming, J. Juran, and B. Crosby ; (d) to give the examples related to TQM implementation at the health care organization ; and (e) to mention the extent to which the health care organizations are able to evaluate their cultural organization toward TQM and have had the way to measure the effect of TQM implementation. TQM referred to Continuous Quality Improvement(CQI), Quality Improvement(QI), and Total Quality Improvement(TQI), was not recognized by experts in the United States industry, but by economists in Japan until the end of the 1970's. However, the United States' government led to introduce the principles of TQM to general industry as well as health care service area so that TQM became a main philosophy to manage the organizations in health care service. TQM is a structured, systematic process for creating organization-wide participation in planning and implementing continuous improvement in quality. E. Deming established the "Chain reaction in Quality" and the fourteen point of TQM. The Chain reaction in quality is to describe the relationship among the reduction of waste, rework, and delay, quality improvement, customer satisfaction, and productivity. There are fourteen points to explain the principles of TQM by E. Deming. Juran defined the "Quality Trilogy" to improve the level of quality in any organization. Quality Trilogy has three steps such as quality planning, quality control, and quality improvement for implementing the TQM projects. Crosby describes his TQM theory by establishing "Four Absolutes" and "Fourteen steps in TQM" implementation. Until now, most healthcare organizations have made efforts to organize the TQM task team and to implement TQM principles with various issues. There are three priorities to select the TQM issues : High-volume, High-risk, and Problem-prone. However, there is no absolute, credible measurement yet to evaluate the effects of TQM implementation in health care organization regardless of the classification of health care organizations, geographical background, and social influence. Thus, developing the evaluation way in terms of TQM is the foremost task in health service area. The most important thing for TQM implementation in the organization is to settle up the concept, cultural transformation from traditional management toward quality.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.11 no.8
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• pp.2818-2826
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• 2010

This research was conducted to develop a model appropriate for the measurement of information quality of UCC service site. The evaluation factors that reflect more improvement of the information utilization capability were verified. Enhancement of information utilization capability can control greater amount of information among the users and site companies, and among users. Therefore, Wikipedia, for example, provides a Web 2.0 based information quality that is more advanced than Web 1.0 by allowing effective control of information among the users. This type of information quality presents 'information reliability' and 'information stability' as evaluation factors added to the factors such as 'information sufficiency' and 'information usability.' Information reliability and information stability are essential factors that need to conduct an evaluation in the Web 2.0 environment that can distribute greater number of information in the environment where all the users serve as participants. Moreover, 'interesting information' and 'originality of information' suggests that information itself should include the attributes that can attract the attention of users, due to the nature of the Attention Economics, which points out one of the Web 2.0 phenomenon that the number of information consumers is smaller than that of information suppliers.