• Title/Summary/Keyword: e-Service quality

Search Result 1,018, Processing Time 0.022 seconds

Effects of Taxi-Booking Apps of E-Service Quality on Use Intention in China

  • Guo, Zhong-Bo;Park, Uk-Yeol;Lee, Jong-Ho
    • The Journal of Industrial Distribution & Business
    • /
    • v.9 no.4
    • /
    • pp.43-52
    • /
    • 2018
  • Purpose - The purpose of this article is to examine the effects of perceived value, satisfaction, and continued use intention of e-service Quality of taxi-booking apps. Research design, data, and methodology - The questionnaire was created to examine every relevant variables to practical and theoretical implications. The pilot survey was conducted for 15 days from April 7th to April 21st in 2016. Their total numbers were 354 surveys. But 330 copies were used for the analysis except 24 of them. To make a more effective analysis, several analysis tools and analysis programmes were used, such as IBM SPSS and AMOS. Results - The results are as follows. First, all variables of e-service quality except safety make influences on perceived value. Second, e-service quality except safety makes influences on satisfaction. Third, perceived value makes influence on satisfaction and on intention of continued use. Fourth, satisfaction makes influence on intention of continued use. Conclusions - First, 5 variables are very limited. more valuable variables are need to test with this model. Second, this study was conducted only in China. So there may be possible to the representatives. To use this model for better analysis and application abroad, more characteristics and strategic factors should be considered like the local culture of a particular country, attributes for different environment etc.

Influence of e-HRM and Human Resources Service Quality on Employee Performance

  • NURLINA, N.;SITUMORANG, Jubair;AKOB, Muhammad;QUILIM, Cici Aryansi;ARFAH, Aryati
    • The Journal of Asian Finance, Economics and Business
    • /
    • v.7 no.10
    • /
    • pp.391-399
    • /
    • 2020
  • This study aims to analyze the relationship of e-HRM implementation to employee performance both directly and indirectly through the intervening of the Human Resource service Quality variable, both practically and theoretically. This study uses variance-based structural equation modeling (SEM) techniques with partial least square (PLS) statistical testing tools to test the direct relationship of e-HRM and the performance and relationship moderated by Human Resources service quality tested on 200 civil servants in five offices under the coordination of the Government of the South Sulawesi Province of Indonesia. The data collection model in this study uses an online survey. The data analysis stages through the explanatory concept consist of, first, the interpretation of the distribution of the average frequency of respondents' answers; second, outer-loading; third, determination of the validity and reliability; fourth, the coefficient of determination test and partial test; fifth, the GoF model; sixth, validity test; and seventh, hypothesis testing. This study explores four hypotheses in a comprehensive fashion; the results of this study show that all hypotheses have positive and significant effects both through direct and intervening relationships. Among the three direct relationships, the relationship of e-HRM variables on HR Service Quality is greatest and most dominant.

Public Internet Service and Customer Satisfaction with a Focus on Public Agencies in Korea (정부기관이 제공하는 인터넷 서비스의 고객 만족도 측정 및 평가)

  • Park, Hee-Jun;Son, Seok-Hee;Kim, Hong-Sung
    • Journal of Korean Society for Quality Management
    • /
    • v.39 no.4
    • /
    • pp.565-572
    • /
    • 2011
  • Internet development requires the evaluation of secure Internet service quality. This study evaluated public Internet service quality categories and items based on the eQual program developed by Barnes & Vidgen (2006). Using a questionnaire designed to test Internet service qualities for public websites designed by The Knowledge and Information Resources Management Project, we examined 707 users and then measured the effects of service quality factors on customer satisfaction. In conclusion, we found that information quality, usability, and service interaction had a positive effect on customer satisfaction.

A Study on the Effect of evaluation characteristics of Information Technology e-Service Quality on usage perception and intention (정보기술 e-서비스품질의 평가특성이 이용자 지각과 이용의도에 관한 연구)

  • Kim, Yong-Beom
    • Journal of the Korea Safety Management & Science
    • /
    • v.11 no.3
    • /
    • pp.95-103
    • /
    • 2009
  • Recently the information system introduction and the application which use the computer are increasing. The efficient operation of information system helps corporations to improve productivity, customer service and corporate competitive power. SaaS(Software as a Service), which is the developed type of outsourcing in the area of information technology, is to use standardized and packaged application by hosting from the outside of enterprise. SaaS is not developed yet as much as people's interest about that in the initial stage, but its related technology and service capacity are accumulated after repeated trial and error, and it's ready to activate the industry. In the area of information system, studies on the measurement of service quality were followed. But there is little study on service quality measurement in the field of SaaS(Software as a Service). The purpose of this study was to divides the SaaS with e-SERVQUAL and it consider the relationship with the perceived recognition and the usage intention. According to this, variables of traditional research were rejected because SaaS is not developed yet in Korea. But information had a strong effect on perceived recognition. Therefore, business related with in SaaS must have provided a correct information about various applications.

A Study on Factors for the User's Satisfaction of the a-Trade Service System (전자무역서비스 시스템의 사용자 만족 요인에 관한 연구)

  • Shin, Seung-Man;Jeong, Yoon-Say
    • International Commerce and Information Review
    • /
    • v.10 no.3
    • /
    • pp.117-140
    • /
    • 2008
  • The purposes of the study are to measure the relative importance of independent variables, to analyze relation between user satisfaction and use, and to improve the level of user satisfaction in using e-Trade system(uTradeHub). The study develops the independent variables in three dimensions(i.e the quality of system, quality of information, and quality of service), estimates the level of satisfaction on a par with these variables, and analyzes the causal relation of these variables. The major findings of the study are as follows. First, there is a significant casual relationship between the quality of system and user satisfaction, thus the hypothesis is accepted. Second, there is a significant casual relationship between the quality of information and user satisfaction, thus the hypothesis is accepted. Third, there is a significant casual relationship between the quality of service and user satisfaction, thus the hypothesis is accepted. Final, there is a significant casual relationship between the user satisfaction and use, thus the hypothesis is accepted.

  • PDF

Profit Model for Network Contents Service using QoE (QoE를 이용한 네트워크 콘텐츠 서비스 수익모델 설계 및 분석)

  • Kim, Jong-Won;Lee, Goo-Yeon;Kim, Hwa-Jong
    • Journal of the Institute of Electronics Engineers of Korea TC
    • /
    • v.48 no.9
    • /
    • pp.73-80
    • /
    • 2011
  • Conventional content-delivering services over the Internet were mainly based on the "best effort" scheme, which have been failed to provide a concrete profit model to the content providers. Mean while, a quality assuring network service is expected to provide reasonable profit model. However the relation between the cost and profit of the quality service is under studies. Recently, the Quality of Experience (QoE) was introduced to measure the real satisfaction level of users and used to develope profit models of quality services. The QoE can be used as a key tool for efficient service providing and also criteria for accurate satisfaction measurement. Especially, the QoE based feedback on the intention to pay for the service will be an important information to the content providers. This paper will introduce a model for the costs of quality services, and a profit model based on the QoE. The result of the paper can be used to develope business models for contents services over the growing networks.

A Study on the influence of e-Service Quality of Internet Open-Market as Perceived Value, Customer Satisfaction and e-Loyalty (인터넷 오픈마켓의 e-서비스 품질이 지각된 가치, 고객만족 및 e-충성도에 마치는 영향에 관한 연구)

  • Kim, Bon-Su;Bae, Mu-Eun
    • Journal of Korea Society of Industrial Information Systems
    • /
    • v.15 no.4
    • /
    • pp.83-101
    • /
    • 2010
  • Competition in Internet open-market has become fiercer as much for its growth possibility in differentiating from the general commercial market. For this reason, internet open-market entrepreneurs should make effective strategy in improving customers' e-loyalty to survive in the highly competitive internet open-market as in off-line market and to aim for growth through constant profit making. To satisfy with the goal, this study has been performed as the empirical research that confirms to the influence and relationship of e-service quality affected on the perceived value, customer satisfaction and e-loyalty. This is based on the result that e-service quality affected on e-loyalty for internet open-market. The research results are shown as follows; first, all factors including the perceived value and customer satisfaction, except possibility of system use, have the effect of e-service quality. Second, the perceived value between measurements affects significantly on customer satisfaction. And third, the perceive value and the customer satisfaction are a1so meaningfully influential to e-loyalty. The result presents important point that entrepreneurs in Internet open-market need to do their best to maintain in making profits for the future by improving the customers' e-loyalty and securing customers with high loyalty via continually revealing new influential factors on e-service quality, perceived value, and customer satisfaction.

The Study of the Influence of Low Cost Carriers' Web site Service Quality on Customer Loyalty (저가항공사의 웹 사이트 서비스 품질이 고객 충성도에 미치는 영향 연구)

  • Hyun, Hye-Won;Suh, Myung-Sun
    • Journal of the Korean Society for Aviation and Aeronautics
    • /
    • v.23 no.1
    • /
    • pp.103-112
    • /
    • 2015
  • In this study, a study was carried out to see what influence low-cost carrier's e-service quality has on low-cost carrier customers' perceived value and customer satisfaction and what impact the results have on customer loyalty based on the results of previous studies related to e-SERVQUAL, an e-SERVQUAL measurement model for general e-commerce. In addition, a survey of consumers who have experienced using low-cost carrier experience through web sites was conducted. For the analysis of the data collected, SPSS 18.0 was used to conduct frequency analysis, factor analysis, reliability analysis, correlation analysis, and regression analysis and thus to test a hypothesis. Research findings showed that perceived value and customer satisfaction are closely related to customer loyalty, and it was also observed that the reliability factor on the service provided on the web site acts as an important influencing factor for customer loyalty in the perceived value and security factors such as payment by credit cards and protection of personal information serve as important one in terms of customer satisfaction. This study has its limitation in that samples of users who have experienced low-cost carrier are concentrated on specific ages and professions. In the future, it is required to conduct further studies on whether difference is made on the importance of measurement factors related to e-service quality by gender, age group, occupation, and e-service quality.

An Analysis on the Impact of KS-SQI Service Quality on Customer Behavior and User Experience : Focusing on OTT Service (KS-SQI 서비스 품질이 고객 행태에 미치는 영향과 사용자 경험 평가 분석 : OTT 서비스를 중심으로)

  • Lee, Chae-Hoon
    • Journal of Information Technology Services
    • /
    • v.19 no.5
    • /
    • pp.125-136
    • /
    • 2020
  • The subject of this study is user experience analysis for OTT mobile app services. Application service quality was quantitatively measured by utilizing KS-eSQI evaluation model from a service quality perspective. The purpose of this analysis is to analyze how service reuse and other people's intention to recommend services are affected by service quality. In addition, further analysis of user experience will qualitatively look at what efforts are needed to improve OTT service quality and provide a user-friendly environment. According to the survey, the higher the level of KS-eSQI service quality, the higher the reuse of OTT services and recommendation of others. In particular, the dimensions of primary services and unexpected additional services had a higher impact on customer loyalty and recommendation of others than in other industries. Moreover, the following three implications were found to improve app services from a customer experience perspective. First, images and video thumbnails that highlight the strength of the content they provide should be actively utilized. Second, it is necessary to provide service companies with evidence for data-based work recommendations. Third, it should provide a viewing environment in which users can respond more intelligently to the various situations and conditions when they actually watch.

Effect of E-Service Quality of Fashion Mobile Applications on Flow, User Satisfaction, and Service Loyalty (패션 모바일 애플리케이션의 e-서비스 품질이 몰입 및 사용자 만족과 서비스 충성도에 미치는 영향)

  • Jhee, SeonYoung;Han, Sang-Lin
    • Journal of Service Research and Studies
    • /
    • v.13 no.3
    • /
    • pp.39-56
    • /
    • 2023
  • Due to restrictions on offline activities caused by COVID-19, the use of mobile applications is increasing along with interest in online shopping, which are non-face-to-face commerce. Accordingly, mobile applications and various industries are combined, and the number of cases of using mobile applications in the fashion industry is increasing. In this study, the effect of e-service quality of fashion mobile applications on user's flow, user satisfaction, and service loyalty was examined. To conduct this study, a survey of 274 people who experienced the 'ABLY' fashion mobile application was used for analysis to verify the hypothesis. As a result of the analysis, it was found that informativity and responsiveness among the e-service quality of fashion mobile applications had a positive (+) effect on flow. And it has been confirmed that informativity, reliability, and responsiveness affect user satisfaction. In addition, flow has a positive (+) (+) effect on user satisfaction, and user satisfaction has a positive (+) effect on service loyalty. However, among the e-service quality of fashion mobile applications, reliability did not have a positive (+) effect on flow. And ease of use did not have a positive (+) effect on both flow and user satisfaction. Finally, it was confirmed that flow did not directly affect service loyalty. Through this study, we intend to contribute to the establishment of marketing strategies for fashion mobile application users, who are increasing with the development of mobile technology, and provide practical implications for the post-COVID-19 era.