• Asia pacific journal of information systems
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• 제34권1호
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• pp.1-25
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• 2024

Consumer demand for e-commerce services has skyrocketed due to the introduction of social distancing standards and lockdown measures that countries have taken to combat the pandemic. There has been a notable surge in the popularity of on-demand delivery services, with a significant influx of new users turning to the e-platform for assistance. This research paper tries to identify the enablers of E-commerce Utility and Service Quality and establish a connection using total interpretive structural modelling (TISM). Enablers are the building blocks for providing customers with an enhanced and more consistent service experience contributing to service quality. The enablers and the linkages thus established hold valuable insights for e-commerce marketers, aiding them in effectively reaching their customers, and achieving desired growth outcomes. The TISM- based model and the MICMAC analysis identified two barriers; website design and personalization as the decisive attributes of e-commerce service quality, possessing strong driving power and weak dependence. Furthermore, the factors of reliability, responsiveness, information, and ease of use form the linkage zone, indicating that any action taken on these factors would not only influence other factors but also have a reciprocal effect on them.

• 한국전자거래학회지
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• 제15권3호
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• pp.63-83
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• 2010

뉴미디어 시대의 새로운 혁신기술로 IPTV를 들 수 있다. IPTV는 텔레비전과 인터넷이 융합된 뉴미디어로 TV기능을 가지면서도 인터넷에 접속하여 정보 검색, 게임, 영화, 홈쇼핑, 홈뱅킹 등 포털 서비스를 받을 수 있는 차세대 TV이다. 이러한 혁신기술들의 채택과 사용에 서비스 품질은 중요한 영향을 미친다. IPTV는 일반 TV와 달리 기술적 제약 때문에 서비스 품질보다 체감 품질이 더욱 중요시 된다. 체감 품질은 사용자가 본원적으로 경험하고 인지하는 품질로 최종 사용자를 대상으로 시험하고 측정하는 품질이다. 본 연구는 IPTV의 체감 품질 측정 방법론을 제안하는 것이 목적이다. 탐색적 방법을 사용하여 체감 품질에 영향을 미치는 요인을 발견하고 사용자 테스트라는 실험적 방법을 사용하여 체감 품질을 측정한다. 우리는 요인분석을 통하여 9개의 체감 품질 요인(그래픽, 화질, 정확성, 접근도구, 콘텐츠의 질, 사용성, 보안성, 성능)을 발견하였다. IPTV 서비스 제공자를 대상으로 측정한 체감 품질 점 수는 화질, 그래픽, 콘텐츠의 질을 제외하고는 전반적으로 높지 않아 개선이 요구된다.

• 정보과학회 논문지
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• 제45권2호
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• pp.187-194
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• 2018

최근 HTTP 적응적 스트리밍(HTTP adaptive streaming) 서비스가 주목을 받고 있다. 기존 HTTP 적응적 스트리밍 서비스의 비디오 품질 조절 기법은 네트워크의 대역폭이나 클라이언트의 버퍼량에 따라 비디오 품질을 조절한다. 그러나 기존 품질 조절 기법은 빈번한 대역폭 변화나 고정된 버퍼 임계로 인해 불필요한 품질 변경이 발생하여 QoE(Quality of Experience)가 저하되는 문제가 있다. 본 논문에서는 변화하는 네트워크 환경에서 HTTP 적응적 스트리밍 서비스의 QoE 향상을 위해 평균 비디오 품질을 높이면서 불필요한 품질 변경을 최소화하는 비디오 품질 유지 기법을 제안한다. 제안하는 기법은 버퍼 점유율과 비디오 품질이 높을 경우 품질 유지 기간을 길게 설정하여 높은 품질을 오래 유지한다. 실험을 통해 제안하는 기법이 평균 비디오 품질을 향상시키고 품질 변경을 최소화하여 QoE를 향상시키는 것을 확인하였다.

• 한국정보시스템학회지:정보시스템연구
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• 제12권2호
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• pp.41-56
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• 2003

The objective of this study is to explore the effects of e-teaming users' self-efficacy and perceived service quality for e-teaming staffs such as instructors or teaching assistants on two main perceptions for e-learning systems in a view of information technology - perceived ease of use and perceived usefulness which have been considered as important antecedents for acceptance of information technology so called in Technology Acceptance Model. For this purpose, we suggest a research model and test it empirically by sampling in students of virtual universities. In result, all hypotheses except the relationship between academic self-efficacy and perceived usefulness are accepted. This result implies that self-efficacy for computers and service quality for staffs such as instructors or teaching assistants should be considered as important ones for success of e-learning systems in addition to those related with information technology.

• 한국정보시스템학회지:정보시스템연구
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• 제15권4호
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• pp.171-188
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• 2006

Information technology and the Internet have had a dramatic effect on education method and individual life. Universities and companies we making large investments in e-Learning applications but are hard to pressed to evaluate the success of their e-Learning systems. e-Learning can be seen as not only one of Internet based information systems which can provide education services but also one of teaching-teaming methods which can implement self-directed teaming. This paper tests the updated model of information system success proposed by Delone and McLean using a field study of a e-Learning. The five dimensions - information quality, system quality, service quality, user satisfaction, net benefit - of the updated model are parsimonious framework for organizing the e-learning success metrics identified in the literature. Questionaires are collected from 107 students who are enrolling a e-learning class using online survey. The model is tested using SPSS and LISREL. The results show that information quality and service quality are significant predictors of user satisfaction with the e-Learning system but system quality is not. Also user satisfaction is found to be a strong predictor of the learning performance. This strong association between user satisfaction and teaming performance suggests that user satisfaction may serve as a valid surrogate for teaming performance. Empirical testing of the updated DeLone & McLean model should therefore be extended to cover a wider variety of systems.

• 유통과학연구
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• 제17권9호
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• pp.93-102
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• 2019

Purpose - Capturing the shifting consumer behavior perspective on online transportation network performance in Indonesia, this study aims to empirically examine the impact of electronic customer relationship management (e-CRM) and e-service quality on customer e-satisfaction and e-loyalty. Research design, data, and methodology - A quantitative approach was applied, and then we determined the respondents who met the predetermined criterion by using purposive sampling method. In total, 167 online transportation customer in Indonesia participated in this electronic questionnaire survey. To tested the collected data, Partial Least Square (PLS) - (SEM) analytical tools were employed. Results and Findings - There are five hypotheses proposed in this study and state that only one hypothesis is rejected, The dominant relationship between variables in the hypothesis is shown in the variable relationship of e-service quality on e-satisfaction. CRM, Service Quality, Satisfaction and Loyalty implemented comprehensively in cyberspace provides a clear picture for academics but also for practitioners who are struggling in the service industry that specifically appoints online transportation business. The findings of this research provide both managerial and theoretical implications to maintain customer e-loyalty in online transportation network business environment in Indonesia.

• 아태비즈니스연구
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• 제6권1호
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• pp.45-57
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• 2015

The purpose of this research is to explore the relationships among service quality's five factors(i.e., tangibles, reliability, responsiveness, empathy, and assurance) and customer satisfaction. The study used convenience sampling and selected certain consumers who visited coffee shop in BeiJing, China. Total 300 questionnaires was distributed and 18 unsuitable data were excluded for data analysis. These data were tested using SPSS 21.0. The results of this study are summarized as follows. First, the result of the relationship between coffee shops'service quality and customer satisfaction reveals that two of 5 service quality factors (i.e., assurance and empathy) had a positive effect on customer satisfaction only, and other service quality factors (i.e., tangibles, reliability, and responsiveness) had no positive influence on customer satisfaction. Limitations and future research directions of the study were also discussed.

• 유통과학연구
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• 제17권10호
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• pp.27-39
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• 2019

Purpose - This study explores the relationships between e-Marketing and perceived service quality with brand trust and loyalty towards the brand of mobile telephone operators in Kosovo. Research design, data, and methodology - The conceptual model of four constructs was developed, while each construct consisted of the set of variables measured by using five-point Likert scale. The primary data was collected via an online survey through SurveyMonkey, distributed via Facebook and email. The collected data were cleaned, validated and tested for its consistency through Cronbach's Alpha; ensured that five assumptions of multiple linear regression are met. To assess the relationships between outcome variable and dependent variables of the model, performed the bivariate correlation, simple, multiple linear and hierarchical regression. Results - Perceived service quality has a positive significant effect on brand trust and loyalty. e-Marketing presents moderating direct effect on brand loyalty, and slightly higher effect through brand trust of the mobile telephone operators in Kosovo. Conclusions - The perceived service quality and brand trust are key determinants in achieving brand loyalty in telecommunication industry, followed by e-Marketing as means to creating expectations, delivering on promise to meet customers' perceptions for service quality with a purpose of building trust, that leads to loyalty towards the brands of mobile operators in Kosovo.

• Asia Marketing Journal
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• 제1권3호
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• pp.53-78
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• 1999

Despite of the vibrant nature of the fitness industry, there has not been a sustained effort to understand the dynamics of the industry, particularly with reference to the quality of services offered in that industry. The purpose of this paper is to present a system based process model of quality in health/fitness services. The characteristics of the organization, the service employees and the client are the inputs into the service encounter where the service is produced (i.e., the throughput). The output is the quality of the service. The extent of quality perceived by both the service provider and the client is said to influence the satisfaction of the respective parties, and subsequent motivation to participate in the production of quality in the service. The model also suggests that physical environment as well as other customers and their behaviors influence customer perception of service quality. The quality of service is enhanced through the quality assurance practices of the organization and the feedback from client. Further, the input, throughput, and output in our model reflect (a) quality of the design of the service delivery system, (b) objective quality of the product, and (c) quality as perceived by client. The specific attributes of the design element (i.e., organization, service employee, and the client) are elaborated upon. It is suggested that the organization can assure quality by seeking feedback from clients and service employees, monitoring the service production phases, and managing inter-customer interactions.

• The Journal of Asian Finance, Economics and Business
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• 제7권10호
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• pp.283-293
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• 2020

This study examines the effect of service quality and perceived value on customer loyalty with the intervening role of customers' satisfaction in the e-commerce industry. The research method uses a quantitative research design with a survey model. The sample used in this study is Tokopedia consumers who live in DKI Jakarta and have done online shopping at Tokopedia at least twice in the last six months. All variables used were reliable and valid and met the research requirements. The object of this research were the 200 customer respondents who had made purchases on the largest e-commerce platform of Indonesia, Tokopedia. Data analysis was done by using SPSS and Structural Equation Modeling (SEM). The results show that: first, the service quality and perceived value affect customer satisfaction positively. Second, there is a mediating effect of customer satisfaction on the relationship between service quality and perceived value on customer loyalty. Third, service quality and perceived value directly affect customer loyalty positively but insignificantly. The result implies that the role of customer satisfaction is significant in creating loyalty. In the e-commerce industry, good quality and perception could positively influence customers but not necessarily form loyalty. For that, e-commerce players should pay a lot of attention on customer satisfaction.