• Journal of Information Technology Applications and Management
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• 제23권2호
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• pp.207-224
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• 2016

Investments in information and communication technologies (ICT) around the world have grown at an enormous rate over the past two decades, which reflects a new emphasis on consumer mobile devices. A social network service (SNS) is an online service that aims to build social relations among people who share interests and activities. The role of SNS is enormous for communicating ideas and opinions among social participants. The use of SNS has recently become one of the most popular social activities worldwide. This research investigated relation between personal characteristics, social characteristics and user satisfaction on SNS then, analyzed how these factors affecting continuance usage intention on SNS users. The conclusion is summarized as below. The study results show that informativeness, pleasure, innovativeness, relationship and empathy of SNS are having positive impact to some degree on the user satisfaction. Further, the user satisfaction of SNS users and quality of life have a positive impact on the continuance usage intention of SNS users. This results show that various SNS qualities are necessary to actively explore and obtain further information that users intend to find, while they are insufficient in function to provide the information other users require or exchange information with other users through the SNS.

• 유통과학연구
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• 제12권9호
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• pp.39-45
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• 2014

Purpose - This study aims to explore whether investing in cultural centers enhances the image and performance of corporations, and seeks to identify the effects of the relationship quality of cultural centers on the relationship quality of discount stores. Research design, data, and methodology - To accomplish the objective, a survey was conducted on the users of the cultural center of NH Hanaro Club's S Branch. Regarding the questionnaires, 155 copies were distributed and 139 were used as valid data responses, which were analyzed through a descriptive statistical analysis, correlation analysis, and a path analysis with structural equation modeling. Results -Cultural centers are lifelong educational institutions revolving around females, and corporations can improve their image and performance through cultural centers in pursuit of profits. Moreover, the reliability and responsiveness of cultural centers positively influenced their relationship quality and that of discount stores. Conclusion - Customer service should be provided promptly and sincerely to achieve maximum customer satisfaction. This will boost the relationship quality of cultural centers, and positive customer evaluation will lead to better relationship quality of the discount stores.

• KSII Transactions on Internet and Information Systems (TIIS)
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• 제16권1호
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• pp.38-59
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• 2022

Web services instances can be classified into two categories, namely trusted and untrusted from users. A web service with high throughput (TP) and low response time (RT) instance values is a trusted web service. Web services are not trustworthy due to the mismatch in the guaranteed instance values and the actual values achieved by users. To perform web services selection from users' attained TP and RT values, we need to verify the correct prediction of trusted and untrusted instances from invoked web services. This accurate prediction of web services instances is used to perform the selection of web services. We propose to construct fuzzy rules to label web services instances correctly. This paper presents web services selection using a well-known machine learning algorithm, namely REPTree, for the correct prediction of trusted and untrusted instances. Performance comparison of REPTree with five machine learning models is conducted on web services datasets. We have performed experiments on web services datasets using a ten k-fold cross-validation method. To evaluate the performance of the REPTree classifier, we used accuracy metrics (Sensitivity and Specificity). Experimental results showed that web service (WS1) gained top selection score with the (47.0588%) trusted instances, and web service (WS2) was selected the least with (25.00%) trusted instances. Evaluation results of the proposed web services selection approach were found as (asymptotic sig. = 0.019), demonstrating the relationship between final selection and recommended trust score of web services.

• 유통과학연구
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• 제20권10호
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• pp.105-117
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• 2022

Purpose: The digital healthcare business is rapidly growing due to the COVID-19 pandemic, and the medical service platform business based on smartphone apps is globally expanding. This study targeted medical information online to offline (O2O) platform users in the medical service field. It verified the effect relationship revealed in the continuous use intention of the platform with the mediation of platform quality components, namely perceived benefits, flow experience, and use satisfaction. Research design, data and methodology: Based on previous studies, three medical information O2O platform quality components, namely system quality, information quality, and service quality, were defined. And the questionnaire survey was carried out targeting 359 leading medical information O2O platform users in Korea. Results: As a result of the analysis, it was confirmed that system quality and service quality had a positive (+) effect on satisfaction and continuous use intention with the mediation of perceived benefits and flow experience. Meanwhile, information quality had a negative effect (-) on perceived benefits and flow experience and did not affect use satisfaction and continuous use intention. Conclusions: Consequently, it was ascertained that the system quality and service quality affecting user behavior and experience were more significant factors than information quality to medical information O2O platform users from the medical service aspect.

• 서비스연구
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• 제13권3호
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• pp.82-104
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• 2023

본 연구는 AI챗봇 서비스를 이용한 사용자의 경험이 관계품질과 행동의도에 미치는 영향에 대해서 살펴보고자 하였다. 연구를 위하여 AI챗봇 서비스를 경험한 사용자를 대상으로 설문조사를 실시하였고, 최종 299부의 유효한 데이터를 분석하여 연구가설을 검증하였다. 분석결과 AI챗봇 서비스의 인지적 경험, 감성적 경험 및 관계적 경험을 통하여 사용자에게 AI챗봇 서비스에 대한 관계품질 차원인 만족과 신뢰가 형성됨을 확인하였으며, 특히 인지적 경험에서 AI챗봇 만족과 신뢰로의 경로계수가 감성적 경험 및 관계적 경험의 경로계수보다 크게 높았다. 또 만족과 신뢰는 각각 AI챗봇 서비스에 대해 소비자의 행동의도 차원에 해당하는 지속사용의도와 추천의도에 긍정적인 영향을 미침을 확인하였다. 또 관계품질에서 행동의도로의 모든 경로에서 유의함을 보였지만, 만족에서 AI챗봇 지속사용의도와 추천의도로의 경로계수가 신뢰에서의 경로계수보다 크게 높았다. 본 연구를 통하여 행동의도에 영향을 미치는 관계품질과의 영향 관계가 온라인 환경의 AI챗봇 서비스에서도 영향을 미친다는 이론적 토대를 마련할 수 있었으며, 관계품질이 AI챗봇 서비스 제공자 즉, 기업과 AI챗봇 서비스 사용자의 지속사용의도와 추천의도 등 소비자와의 장기적인 관계를 맺어가는데 있어서 중요한 매개요인임을 시사한다는 점에서 연구의 의의가 있다.

• 지능정보연구
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• 제18권3호
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• pp.35-51
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• 2012

클라우드 컴퓨팅은 컴퓨팅 자원에 대해 확장 가능한 요구중심의 서비스를 인터넷상에서 제공하는 인터넷 기반의 컴퓨팅이라 할 수 있다. 이러한 환경에서 서비스 사용자가 만족하는 서비스를 선정하여 제공하는 문제는 인터넷과 모바일 기술의 발전에 따라 향후에 다양하고 수많은 클라우드 서비스가 제공되는 경우 매우 중요한 이슈중의 하나가 된다. 과거 연구의 대부분은 요구사항과 연관된 개념의 유사성을 기반으로 하거나 사용자 요구사항의 다양성이 결여되어 있어 사용자의 만족도 향상에 한계를 보이고 있다. 본 논문에서 제안하는 방안은 서비스 만족도 향상을 위해 속성의 개념 유사성 대신에 서비스 속성의 기능적 포함 관계와 규격 등을 기반으로 구성되는 서비스 속성 그래프(Service Attribute Graph : SAG)를 도입하여 사용한다. 뿐만 아니라, 다양한 사용자 선호도를 반영하고 문자, 숫자, 부울린 등 여러 가지 속성 값 유형들을 고려함으로서 서비스 속성의 다양성을 지원한다. 본 논문의 가장 큰 의미는 다른 연구들과 달리 여러 가지 사용자 선호도를 통합적으로 고려하면서 그래프 기반의 선정 방안을 처음으로 제시하고 있다는 점이다.

• Asia pacific journal of information systems
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• 제22권4호
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• pp.75-99
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• 2012

Innovation can come from inside or outside organizations. Recently, organizations have begun turning to external knowledge more often, through various forms of collective intelligence (CI) as collaborative platform to solve complex problems. Several factors facilitate this CI utilization phenomenon. First, with the rapid development of Internet and social media, numerous web applications have become available to millions of the Internet users over the past few decades. Web 2.0 and social media have become innovative web applications that provide an environment for human social interaction and collaboration. Second, the diffusion of simple and easy-to-use technologies that enable users to interact and design web applications without programming skills have led to vast, previously unknown amounts of user-generated content. Finally, the Internet has enabled communities to connect and collaborate, creating a virtual world of CI. In this study, web enabled CI is defined as a composed ability of individuals who are acting as a single cognitive unit to achieve common goals, think reasonably, solve problems, make decisions, carry out complex tasks, and develop creative ideas collectively through participation and collaboration on the web. Although CI plays a critical role in organizational innovation and collaboration, the dubious quality of CI is still problem that is difficult to solve. In general, the quality level of content collected from the crowd is lower than that from professionals. Thus, it is important to identify determinants of CI quality and to analyze the relationship between CI quality and its usefulness. However, there is a lack of empirical study on the quality factors of web-enabled CI. There exist a variety of web enabled CI sites such as Threadless, iStockphoto or InnoCentive, Wikipedia, and Youtube. One of the most successful forms of web-enabled CI is the Wikipedia online encyclopedia, accessible all over the world. Another one example is Naver KnowledgeiN, a typical and popular CI site offering question and answer (Q&A) services. It is necessary to study whether or not different types of CI have a different effect on CI quality and its usefulness. Thus, the purpose of this paper is to answer to following research questions: ${\bullet}$ What determinants are important to CI quality? ${\bullet}$ What is the relationship between CI quality factors and the usefulness of web-enabled CI? ${\bullet}$ Does CI type have a moderating effect on the relationship between CI quality, its determinants, and CI usefulness? Online survey using Google Docs with email and Kakao Talk was conducted for collecting data from Wikipedia and Naver KnowledgeiN users. A totoal of 490 valid responses were collected, where users of Wikipedia were 220 while users of Naver KnowledgeiN were 270. Expertise of contributors, community size, and diversity of contributors were identified as core determinants of perceived CI quality. Perceived CI quality has significantly influenced perceived CI usefulness from a user's perspective. For improving CI quality, it is believed that organizations should ensure proper crowd size, facilitate CI contributors' diversity and attract as many expert contributors as possible. Hypotheses that CI type plays a role of moderator were partially supported. First, the relationship between expertise of contributors and perceived CI quality was different according to CI type. The expertise of contributors played a more important role in CI quality in the case of Q&A services such as Knowledge iN compared to wiki services such as Wikipedia. This implies that Q&A service requires more expertise and experiences in particular areas rather than the case of Wiki service to improve service quality. Second, the relationship between community size and perceived CI quality was different according to CI type. The community size has a greater effect on CI quality in case of Wiki service than that of Q&A service. The number of contributors in Wikipeda is important because Wiki is an encyclopedia service which is edited and revised repeatedly from many contributors while the answer given in Naver Knowledge iN can not be corrected by others. Finally, CI quality has a greater effect on its usefulness in case of Wiki service rather than Q&A service. In this paper, we suggested implications for practitioners and theorists. Organizations offering services based on collective intelligence try to improve expertise of contributeros, to increase the number of contributors, and to facilitate participation of various contributors.

• The Journal of Asian Finance, Economics and Business
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• 제8권9호
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• pp.121-130
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• 2021

In the mobile industry, customer complaints play a significant role in retaining customer loyalty to the services provided. Thanks to user complaints, mobile service providers can effectively identify problems and then propose solutions to adapt or improve their services. Hence, it's critical to understand the relationship between consumer complaints and satisfaction with mobile services. While several studies have shown that customer satisfaction is an intermediary variable that explains customer complaint intention, there have been few studies on the relationship between pre-determinants of their satisfaction, leaving a gap in our understanding of customer complaint intention. To demonstrate an in-depth approach to this matter, authors revisit justice theory and suggest trust and perceived responsibility variables be combined into a research model. A cross-section survey was conducted to collect data from 265 mobile services users of the three biggest mobile service providers in Kien Giang Province, Vietnam. This study employed Structural Equation Modeling (SEM) method to analyze the samples collected. The result showed that customer complaint intention is affected by distributive justice, interactional justice, trust but not procedural justice. Additionally, the moderating role of the perceived responsibility variable to the relationship between customer satisfaction and complaint intention is also proved.

• 한국IT서비스학회지
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• 제14권2호
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• pp.289-314
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• 2015

Recently, Most of the companies and government offices are under consideration about the adoption of cloud office service to actualize the smart work policies. Comparing with traditional office software, a cloud office service have the advantage of the method of payment and coming over the physical limitations. Many cloud office service users tend to adopt an official evaluated the service without doubt. However after deciding to adopt cloud office service, many users are faced with a variety of problems and difficulties practically. In this study, researchers carried out interview about those problems and difficulties after adopting a cloud office service. Consequently, there are several problems and difficulties such as compatibility, document security, document lost and maladjusted to the new graphic user interface between traditional office software and a cloud office service. A cloud office service have still several advantages not only a competitive price but also ubiquitous attributes. Thus, researchers need to study about what kinds of reason variables can solve those problems and difficulties. In existing research, DeLone & McLean have suggested information system success model. They use three independent variables which are system quality, information quality, service quality. Parameters are user satisfaction, intention to use and use. Lastly, dependent variables are net benefits. However in this study, we need to change the scope of measurement. In other words, we have to replace parameters with dependent variables. Simply, user satisfaction, intention to use and use is going to be dependent variables. There are several reasons why we need changing variables. First, we aim at giving a some suggestions to a cloud service providers which independent variables do not work to satisfy for the users. Second, we need to find out how to maximize cloud office service user's satisfaction and intention to use. Third, we should firstly know that relationship between independent variables and dependent variables. Finally, those research results give for the cloud office service provider to solve the cloud office service adopting problems and difficulties.

• 한국정보시스템학회지:정보시스템연구
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• 제26권4호
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• pp.87-106
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• 2017

Purpose The main purpose of this study is to examine whether the expectations and outcomes of the bicycle-sharing service significantly influence users' expectation disconfirmation, satisfaction, and continuous intention to use. In addition, we will verify the moderating effect of social interaction in bicycle-sharing service on the relationship between satisfaction and continuous intention to use. Design/methodology/approach Based on previous studies dealing with determinants of bicycle use, users' expectations and outcomes of the bicycle-sharing service were measured by three variables; accessibility, convenience, and safety. To collect the data, we conducted a survey of undergraduates at a university located in Seoul for three weeks, beginning March 6. Participants completed the first questionnaire, which measured expectations of the bicycle-sharing service based on the attributes and social interaction before using the BSS. After a few weeks, the same participants completed the second questionnaire, which measured outcomes of the outcome, disconfirmation, satisfaction, and continuous intention to use the BSS. Only participants who completed both surveys received monetary compensation. In order to test hypothesis, the Smart Partial Least Square (SmartPLS) modeling technique was applied. Findings In terms of main effects, based on the expectation disconfirmation theory, the results indicated that there were significant relationship among expectation, performance, disconfirmation, and satisfaction. In particular, it was verified that disconfirmation completely plays a mediating role between performance and satisfaction. In addition, the moderating effect of social interaction was examined. There was a significant interaction effects of social interaction and satisfaction on the continuous intention to use for leisure purpose. Finally, this study is expected to contribute to the study of resource sharing in the field of tourism and provide baseline information for future research.