• 한국IT서비스학회지
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• 제22권6호
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• pp.37-53
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• 2023

With the development of the 4th industrial revolution, companies are trying to introduce new AI technologies and improve their performance. In particular, chatbot technology has developed and can not only communicate smoothly with humans, but also perform many complex tasks, so it has high market potential. However, there is still little research on chatbots in the field of e-commerce. Accordingly, this study aims to suggest ways to improve corporate performance through chatbot user satisfaction analysis. With the rapid development of China's e-commerce platform, In this study, through previous studies, the characteristics of chatbots were classified into accessibility, accuracy, empathy, reliability, and intimacy as factors influencing perceived usefulness, perceived ease, and perceived enjoyment of the Technology Acceptance Model (TAM). Five were selected and used as independent variables, and a model that affects customer satisfaction was set up. This paper sets user satisfaction as an important indicator of chatbot service and analyzes the path that affects user satisfaction, thereby improving chatbot service technology. It is important in that it provides a way to improve the smart chatbot service by understanding the degree of user acceptance in depth.

• 경영정보학연구
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• 제3권2호
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• pp.277-288
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• 2001

Of critical importance to the success of any e-commerce site are the two factors: rapid application development and quick response time. A three-tier architecture composed of presentation layer, business layer, and data access layer emerges to allow rapid changes in user interface, business logic, and database structures. Too often, such a logical three-tier architecture is considered as requiring a three-tier physical architecture: Web server, application server, and database server running on separate computers. Contrary to the common belief, a Web stress test reveals that the three-tier logical architecture implemented on a two-tier physical platform guarantees a quicker response time due to the reduction in cross-machine communications. This would lead business firms to economize their spending on e-commerce: increasing the number of physical servers to expedite transaction is not necessarily the best solution. Before selecting a particular hardware configuration, a Web stress test needs to be conducted to compare the relative merits of alternative physical architectures. Together with capacity planning, Web stress test emerges as a powerful tool to build robust, yet economical e-commerce sites.

• ETRI Journal
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• 제46권4호
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• pp.633-647
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• 2024

In e-commerce platforms, sentiment analysis on an enormous number of user reviews efficiently enhances user satisfaction. In this article, an automated product recommendation system is developed based on machine and deep-learning models. In the initial step, the text data are acquired from the Amazon Product Reviews dataset, which includes 60 000 customer reviews with 14 806 neutral reviews, 19 567 negative reviews, and 25 627 positive reviews. Further, the text data denoising is carried out using techniques such as stop word removal, stemming, segregation, lemmatization, and tokenization. Removing stop-words (duplicate and inconsistent text) and other denoising techniques improves the classification performance and decreases the training time of the model. Next, vectorization is accomplished utilizing the term frequency-inverse document frequency technique, which converts denoised text to numerical vectors for faster code execution. The obtained feature vectors are given to the modified convolutional neural network model for sentiment analysis on e-commerce platforms. The empirical result shows that the proposed model obtained a mean accuracy of 97.40% on the APR dataset.

• 한국지능시스템학회논문지
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• 제12권2호
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• pp.109-114
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• 2002

요즘 전자상거래 고객들은 쇼핑몰에 있어 물품들의 가격 정보를 수집하는 비교쇼핑 에이전트들의 도움을 받아서 구매 비용을 절감할 수 있다. 그러나 사용자는 가격이외의 다양한 구매 조건을 만족하는 제품 정보들을 추천하는 에이전트의 개발을 요구하고 있다. 본 논문에서는 에이전트 기반의 전자상거래를 실현하기 위해 다양한 사용자 요구에 적합한 도서 정보를 검색하고 추천하는 멀티에이전트 시스템을 제안한다. 본 멀치에이전트 시스템은 온라인 서점 고객들을 돕기 위해 구현되고 테스트되었다. 실험 결과 전자상거래를 이용하는 구매자에게 여러 온라인 서점의 다양한 도서판매 조건에 대한 정보를 실시간으로 추천할 수 있게 되었다.

• Asia pacific journal of information systems
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• 제11권2호
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• pp.1-21
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• 2001

The unprecedented growth of Internet technologies has made resources on the World-Wide-Web(WWW) instantly accessible to various user communities. While e-commerce has become as an important issue with the growth of the Internet, there are insufficient empirical research efforts concerning its status in Korea. The United States, in contrast, has made significant efforts in making empirical research regarding this issue. In this paper, we demonstrate not only how these contextual differences influence consumer satisfaction with the purchased products/services, but also what contextual constructs make consumers satisfied or dissatisfied. In addition, we tried to find the difference in the factors of consumer satisfaction between a developed country(i.e., United States) and a developing country(i.e., Korea) with regard to e-commerce. The study findings suggest that contextual problems need to be solved before e-commerce provides real benefits for consumers and businesses.

• 한국컴퓨터정보학회논문지
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• 제6권3호
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• pp.1-10
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• 2001

최근 인터넷의 증가와 함께 인터넷 비즈니스의 상거래 방식 또한 바뀌어 가고 있다. 기존 상거래 방식은 사용자 스스로가 원하는 정보를 찾아 다녔지만 점차 사용자의 편의를 위해서 하나의 사이트에서 사용자에게 맞춤 서비스를 할 수 있어야 한다. 이러한 서비스를 사용자에게 제공하기 위해 서비스 업체들은 모바일 에이전트를 이용한 상거래 시스템 구축이 필요하다. 모바일 에이전트 기반의 상거래 시스템은 사용자에게는 하나의 사이트에서원하는 정보를 얻을 수 있고, 서비스 업체는 고객들에게 다양하면서도 유익한 정보를 제공할 수 있다. 이는 신뢰성 있는 전자상거래 환경 구현을 위하여 매우 중요하다. 하지만 일반적으로 사용되는 모바일 에이전트 기반의 플랫폼은 사용자가 URL정보를 알아야 하고, 이러한 기능은 검색 엔진에 의존하고 있다. 이와 더불어 사용자의 요구 수준이 증가하면서 사용자는 단순데이터를 제공받는 것이 아니라 통합, 요약된 서비스를 제공받기 원하고 있다. 본논문에서는 사용자가 원하는 정보를 한 사이트 또는 한 페이지에서 제공하고, 적은 횟수의마우스 클릭으로 사용자의 요구사항을 만족시킬 수 있도록 모바일 에이전트 개념을 적용한 상품 거래 시스템을 구현한다. 이를 위하여 E-Service를 하기 위한 플랫폼인 E-speak를 이용하여 상품 거래 시스템을 구현한다. 또한 컨텐츠는 XML 문서로 저장하고 이를 기반으로자료를 공유한다.

• 한국콘텐츠학회논문지
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• 제21권3호
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• pp.576-589
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• 2021

언택트 소비 문화가 점차 확산하는 추세 속에서 실시간 방송과 전자상거래가 결합된 형태인 라이브 커머스가 많은 이들로부터 주목받고 있다. 이런 가운데 본 연구는 어떤 요인들이 라이브 커머스 이용 만족을 이끌어 내는지 살펴보고자 하였다. 특히 기존 연구를 바탕으로 이용자, 정보원천 및 플랫폼 차원에서 라이브 커머스 만족도 영향 가능 요인들을 도출하여 이들 요인들과 라이브 커머스 이용 만족간의 관계를 실증적으로 살펴보았다. 자료는 20대 및 30대 라이브 커머스 이용 경험자 218명을 대상으로 한 온라인 서베이 방식으로 수집되었으며 수집된 자료의 분석을 위해선 위계적 회귀 분석 방법을 사용하였다. 연구결과, 이용자 차원에서는 우울증 및 혁신성, 정보원천 차원에서는 쇼호스트의 매력성, 그리고 플랫폼 차원에서는 물리적 어포던스와 인지된 이용자간 상호작용성이 라이브 커머스 만족도에 유의미한 영향을 미치는 것으로 나타났다.

• 한국전자거래학회지
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• 제18권2호
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• pp.1-26
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• 2013

전자상거래에서 신뢰도는 전자상거래 서비스 제공업체의 비가시성이나 그들의 평판으로 인한 소비자의 우려를 완화시켜주기 때문에 사용자의 신뢰수준을 추정하는 것은 전자상거래의 지속적 사용에 있어 중요한 기술이다. 기존의 신뢰도 측정법은 주로 전자상거래 시스템에서 사용된 정책과 평판기반의 추론에 근거한 사용자들의 초기 경험에 중심을 두었다. 그러나, 보다 성숙된 단계의 전자상거래 시스템 지속사용 가능성 추정을 위한 신뢰도 측정에 대해서는 별다른 대안이 없었다. 따라서 본 연구에서는 성숙단계에서의 전자상거래 시스템에 알맞은 신뢰도 추론방법을 제안한다. 특히, 친밀도는 평판뿐 아니라 신뢰도와도 깊이 관계하고 있기 때문에 사용자의 입력을 강제하지 않는 친밀도 측정 방법을 새롭게 개발하였다. 성과 측정을 위한 실험에서는 제안된 방법이 유효하고, 평판기반의 신뢰도 추론과 함께 사용할 수 있는 것으로 나타났다.

• 가족자원경영과 정책
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• 제9권4호
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• pp.145-159
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• 2005

The main purpose of this study is to statistically analyze the difference between Korea and Japan's consumer attitudes towards e-commerce through the use of auction websites. Here are the results. First, there was a significant difference between the Korean user's attitude and the Japanese user's attitude towards Internet usage; especially, the Japanese user's attitude towards convenience showed a much higher degree than that of the Korean user. Second, Korean users preferred brand image to price, while Japanese users preferred price to brand image. Third, both the Korean users and the Japanese showed a positive relationship between Internet usage and the use of e-commerce. In contrast to the Korean user's frequent use of the bulletin board, Japanese users tended to use the bulletin board less frequently.

• Asia pacific journal of information systems
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• 제20권2호
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• pp.157-180
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• 2010

Rapid development of information technology has generated a new industry and market. In particular, network technology such as the Internet and other computer networks made transaction activities switched from traditional offline commerce to e-commerce. Among them, digital content is bit-based object which is created and distributed through electronic environment. In particular, many entertainment contents such as the music, the movies, and the computer game softwares are main products. Although digital content commerce has high potential demand, it lacks the consideration about the factor related to maintaining existing customer such as customer loyalty and switching costs. There has been a number of research on customer loyalty and other factors affecting it in the traditional electronic commerce environment, but there is a lack of research which examines the characteristics of digital content. The study about the effect of switching costs on customer loyalty in digital content commerce is necessary because the customers of digital content commerce market are from those of other e-commerce market or traditional offline commerce market. In addition, customer loyalty and switching costs are important factors because they may build up greater customer retention. For that reason, this study focused on examining the relationships among switching costs, antecedents for switching costs, and customer loyalty in online digital music service industry. The study has three major purposes: (1) to find antecedents of switching costs on digital content commerce and examine effect of antecedents for switching costs; (2) to identify effect of switching costs on customer loyalty in digital content commerce and examine moderating effects of alternative attractiveness; (3) to identify the differences of antecedents for switching costs by contents transmission type(streaming service and downloading service). And, the online digital music service industry is selected in this study since there are many users and transactions incurring. To accomplish these purposes, a survey questionnaire was developed and distributed to 256 informants. Survey instrument was developed based on previous research and pre-established survey items. Total of 206 surveys are collected and used in the data analysis. Among the respondents, 56.8% is male and 43.2% is female. Also, 86 responses were streaming service user group and 120 responses were download service user group. These data was analyzed using regression analysis. Major findings of empirical analysis can be summarized as follows. First, switching costs have positive effect on customer loyalty in digital content commerce environment. Second, the influence of switching costs on customer loyalty increases under conditions of high alternative attractiveness. Third, DRM convenience and breadth of use have positive effect on switching costs. The findings imply that the digital content provider should pay more attention to switching costs in addition to customer satisfaction in order to attract customers. Also, increasing the convenience of DRM use by securing the convenience of user interface and expanding the support device and increasing the service use scope by providing diverse value-added service helps to create a switching barrier. The result of the study can become a practical use in marketing strategy for maintaining existing customer. In particular, switching barrier is very important under conditions of high competition in the online music service market. This study can be used as a basis for further studies about customer retention in digital content commerce.