• 한국ITS학회 논문지
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• 제21권6호
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• pp.177-193
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• 2022

장차 자율주행 기술이 접목된 수요응답형 서비스가 새로운 교통수단으로써 널리 퍼질것으로 예측된다. 차량 편의성, 이동/배차 신속성, 플랫폼 편리성 등 여러 서비스 요인을 내포하는 만큼 성공적인 정착을 위해서는 서비스 요소별 우선순위가 파악될 필요가 있다. 이에 본 연구에서는 수요응답형 자율주행 대중교통 서비스의 잠재적 이용자를 대상으로 온라인 설문조사를 통해 서비스 요소별 중요도 순위를 도출하였다. 상위 항목에 대하여 AHP(분석적 계층화과정) 분석 결과, 이동/배차 신속성, 플랫폼 편리성, 차량 편의성 순으로 중요한 것으로 드러났다. 하위 항목에 대하여 평균 순위 분석 결과, 차량 편의성은 차내 혼잡도가, 이동/배차 신속성은 대기시간이, 플랫폼 편리성은 이용시간 예약 가능성이 가장 중요한 것으로 나타났다. 이용자 집단별로 차별화된 접근 전략을 수립하기 위해 집단별 분석도 수행하였다. 그 결과, 고령자층이 많은 지역에 서비스를 도입할 때는 모바일 플랫폼보다 차량에 더 중점을 두고, 자가용 보유자가 많은 지역에서는 기존 대중교통 대비 이동과 배차를 빠르게 처리하고, 차내 혼잡도를 낮추며, 이용시간을 예약할 수 있도록 하는 것이 바람직하다.

• Human Ecology Research
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• 제58권3호
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• pp.401-416
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• 2020

Service providers have introduced interactive devices such as self-service kiosks to provide convenient and efficient services to consumers. Self-service kiosks are one of the most diverse technological forms of self-service technologies that provide control and freedom to consumers as well as reduce the frustration of line-ups. This study explores the predictors of consumer resistance and continued use intention with regard to self-service kiosks. It adopts three constructs on the following variables: perceived innovation characteristics, consumer characteristics, and gamification. An online self-administered survey was conducted, and 343 users of self-service kiosk services, aged between 20 and 59, were included in the analysis. The study used the SPSS 23.0 program to perform a descriptive analysis along with, t-test, ANOVA, correlation analysis, and regression analysis. First, convenience, controllability, and gamification negatively influenced consumer resistance to self-service kiosks. Second, human alienation and sociability positively influenced consumer resistance to self-service kiosks. Third, convenience and gamification positively influenced the continued use intention with regard to self-service kiosks. Last, the risk of functionality, human alienation, and sociability negatively influenced continued use intention with regard to self-service kiosks. The results contribute to the literature because few studies have examined what drives the resistance of users and continued use intention with regard to self-service kiosks. It also provides service providers and practitioners with insights and strategies on how to overcome consumer resistance.

• International Journal of Advanced Culture Technology
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• 제10권4호
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• pp.547-554
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• 2022

Due to the expansion of non-face-to-face services, the demand for user identification for mobile devices is increasing. Recently, mobile resident registration cards, mobile driver's licenses, etc. are installed in mobile phones and used for user identification and authentication services. In order to identify a user online, unique identification information of the online user is required. In particular, in order to provide information only to online users, it is necessary to accurately deliver information to a mobile device owned by the user. To make this service possible, it was realized with the advent of mobile electronic notice service. However, the identification of online service users and information on mobile devices owned or subscribed by the relevant users require safe management as personal information, and it is also necessary to increase the convenience of online service users. In this paper, we propose an operating standard for providing a mobile electronic notice service that sends electronic notice using a mobile device owned by the user. The mobile electronic notice service is a service that provides notices expressed in electronic information to the recipient's cell phone, mobile app, e-mail, etc. Therefore, as the use of mobile electronic notification service increases and the provision and use of connecting information to identify users increases, it is necessary to expand the mobile electronic notification service while safely protecting users' personal information.

• 한국컴퓨터산업학회논문지
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• 제2권7호
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• pp.875-884
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• 2001

전자상거래는 지금까지의 성장 과정을 살펴볼 때 향후 잠재력이 매우 큰 시장으로 전망되기 때문에 연구의 중요성이 부각되고 있으나 체계적인 연구는 초보단계이다. 본 연구는 연구범위를 확대하여 전자상거래 강좌 수강여부에 따라 구매행동과 상품 및 서비스의 만족에 차이가 존재하는지를 분석하였다. 이를 위하여 전자상거래 강좌를 수강한 집단과 비수강집단간에 주문과정에 대한 부담감, 주문과정에 대한 편의성, 그리고 상품 및 서비스에 대한 불안감, 상품 및 서비스에 대한 만족감에 대하여 차이가 있는지를 분석하였다. 또한 상품을 구입한 경험이 있는 집단을 대상으로 가격의 저렴성, 품질 만족도, 주문 및 도착 시간의 만족도, 택배서비스의 만족도, 사후서비스(A／S)의 만족도, 전반적인 만족도를 추가적으로 분석하였다. 연구 결과, 수강집단과 비수강집단간에 주문과정에 대한 부담감, 주문과정에 대한 편의성, 그리고 상품 및 서비스에 대한 불안감은 차이가 없었다. 그러나 상품 및 서비스에 대한 만족감은 차이가 있는 것으로 분석되었다. 그리고 상품을 구입한 경험이 있는 집단은 상품과 서비스에 대하여 전반적으로 만족을 느끼는 것으로 나타났다.

• 벤처혁신연구
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• 제1권1호
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• pp.181-195
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• 2018

본 연구는 공연장 서비스 품질이 고객 경험 가치와 공연 만족도에 미치는 영향을 규명하고, 변수간에 인과관계를 검정하기 위해 시도되었다. 이를 위하여 선행 연구를 검토하여 연구 모형을 도출 하였고, 공연 관람자를 대상으로 실증 조사를 실시하였다. 이번 연구에서는 직원 친절도, 시설 우수성, 편의성, 부대시설을 독립변수로 정하고, 공연 만족도를 종속변수로 선정하였으며, 두 변수 간 매개변수로는 고객 경험가치인 문화적 가치, 경제적 가치를 검토하였다. 본 연구의 결과에 따르면, 공연장 서비스 품질 중 직원 친절도, 시설 우수성, 편의성은 공연 만족도에 유의한 영향을 미치는 것으로 조사되었다. 또한, 공연장 서비스 품질과 공연 만족도 간의 고객 경험 가치 매개 효과는 편의성이 문화적 가치와 경제적 가치 변수 모두 완전매개로 나타났고, 직원의 친절도 변수는 문화적 가치에 완전매개, 경제적 가치는 부문매개로 나타났다. 시설 우수성 변수는 문화적 가치에서 부분매개, 경제적 가치에서는 완전매개로 나타났다. 부대시설의 경우 유의성 검정에 실패하였다. 연구 결과에 따르면 고객에 대한 편의 제공 서비스는 다른 무엇보다도 중요한 변수임을 확인할 수 있었다. 이와 같은 결과는 공연장 서비스 품질은 시설과 직원의 친절이 기본적으로 유지되어야 되며, 고객은 공연장으로부터 제공되는 관객 편의적 서비스를 통해 공연에 대한 만족을 더 느끼고 있다는 결론을 유추할 수 있다. 따라서, 공연장은 고객 서비스 및 응대, 티켓의 구매, 환불 방법, 직원의 교육을 철저히 해야 관객이 다시 찾는 공연장을 만들 수 있다는 것을 시사하고 있다.

• 한국생활과학회지
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• 제8권2호
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• pp.301-312
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• 1999

The purpose of this study was to establish store marketing strategies according to consumers pattern obtained by the importance of the image attributes of each store and a pattern of consumers based on clothing shopping orientations. 1. The clothing shopping orientations were classified into five factors. The analysis on the sample group pursuant to 5 types orientations came out the groups to pursue the royal to store & brand name, economics, shopping, convenience and fashion & confidence. 2. store atmosphere, selling promotion, servience and products were extracted from the shop image attributes. 3. As a result of comparing the importance of store image attributes as per clothing shopping orientation, the fashion & confidence pursuing group deemed store atmosphere and convenience to be the most important one. Service and convenience for the pursuing group of royal to store & brand name and the shopping pursuing group. Products, service and convenience for the convenience pursuing group. And the economics pursuing group evaluated all factors low.

• 보건행정학회지
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• 제15권3호
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• pp.60-78
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• 2005

The main objective of this study is to define the nature of the patient service quality of Health Centers, and based on that, to examine the causal relationship of Health Center visitor's perceived service quality with overall satisfaction, intention to revisit and intention to recommend. Data are collected on the basis of the second field survey of '3rd Regional Health Care Planning' operated by the Ministry of Health and Welfare(MOHW). In this study, the 24 patient satisfaction questions are used as outcome indicators. The samples are 3,091 patients who visited 68 Health Centers. The reliability and validity of patient service quality items was evaluated. Finally, the Structural Equation Modeling(SEM) analysis was conducted to find a causal relationship of service quality, patient satisfaction, intention to revisit and intention to recommend. This study shows firstly, the dimension of patient service quality was categorized into 3 dimensions, that is, facilities and environment, staff kindness, and convenience of utilization process. Secondly, the reliability and validity of patient service quality items was satisfied. Lastly, the total effect of convenience of utilization process factor on satisfaction(path coefficients=1.721), intention to revisit(0.843) and intention to recommend(0.696) is more higher than other variables. These findings imply that the quality of various services concerning convenience of utilization process at Health Centers should be improved to satisfy the health need of community people and improve the service quality of Health Centers.

• Journal of Information Technology Applications and Management
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• 제26권3호
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• pp.99-120
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• 2019

The purpose of this study is to provide information necessary for establishing a new strategy for customer service improvement by deriving factors affecting user satisfaction and continuous use intention of mobile app service user characteristics, system characteristics, and social characteristics. The results of this study are summarized as follows. First, reliability, innovation, familiarity, convenience, and self-efficacy among the characteristics of mobile app are analyzed as factors that have the greatest influence on user's perceived usefulness. Second, convenience, mobility, and visibility are some of the characteristics of mobile app service. Third, identity, security, and expectation agreement among mobile app service characteristics are analyzed as negative factors that do not affect users' perceived usefulness. Fourth, interactivity, familiarity, and self-efficacy among the characteristics of mobile app service were analyzed as positive factors that have the greatest effect on user's perceived ease of use. Fifth, reliability, mobility, visibility, and convenience among mobile app service characteristics are analyzed as factors that have some positive effects on perceived ease of use of app users. Sixth, identity, innovation, and security among the characteristics of mobile app service are negatively influenced by mobile app users' perceived ease of use. Seventh, the perceived usefulness of mobile app users is analyzed as a factor that has a very positive effect on user satisfaction. Eighth, the perceived ease of use of mobile app users is analyzed as a factor affecting perceived usefulness positively. Ninth, the perceived ease and expectation of mobile app users are positively influenced on user satisfaction. The tenth, the perceived usefulness of the mobile app users was analyzed as a factor having a very positive influence on the persistent intention to use. For the eleventh, the perceived ease of use of mobile app users was analyzed as a factor having a positive effect on the persistent intention to use. The twelfth, mobile app user satisfaction was analyzed as a factor having a very positive effect on the persistent intention to use.

• 대한영양사협회학술지
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• 제13권3호
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• pp.277-294
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• 2007

The purposes of this study were to a) examine using status, b) measure the service quality attributes, c) analyze IPA and customer satisfaction, d) develop the LSM(Local Store Marketing) by location of K theme restaurant such as residential type(A), complex type(B) and downtown type(C). The questionnaires were handed out to 346 of 450(usage rate 76.9%). The statistical data analysis was completed using SPSS(ver 12.0) for descriptive analysis, $X^2$, t-test, ANOVA, reliability analysis, factor analysis, multiple linear regression. From an analysis on service quality attributes, most importance of service quality attributes was more highly perceived than performance of those, except for 'attractive exterior', 'variety of kid's menu', 'convenient facilities for kid' and perceived importance and performance were also significantly different by location of branch restaurant. The attributes to be improved were 'convenience of restaurant's parking lot', 'food tast', 'speedy service' and 'service competency' as branch A(residential type) restaurant, 'convenience of the restaurant location' as branch B(complex type) restaurant and 'convenience of the restaurant location' and 'speedy service' as branch C(downtown type) through IPA analysis. The Overall customer satisfaction was 3.74 and service quality factors had significant effect on overall customer satisfaction. Location of restaurant, which gives a great effect on its operation and marketing, has a important correlation with success or failure of restaurant business enterprises. Therefore, marketing strategy by restaurant location should be developed.

• 한국의류학회지
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• 제23권2호
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• pp.284-295
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• 1999

The purpose of this study was to investigate characteristics on Department stores consumers and to compare consumer characteristics among shopper types and department store types. For this purpose an ethnographic approach which is a kind of qualitative analysis was performed first. And then The data were collected from 600 female consumers over twenties and residing in Pusan Finally 499 data were used for the statistical analysis. 1. The results of clothing shopping orientations study were as follows : As a result of qualitative analysis those who patronize department stores were recreational/convenience shoppers. From quantitative analysis clothing shopping orientations were factor analyzed. which resulted in eight factors ; Recreational Shopping Convenience Shopping. Sensibility Seeking Well-Known Brand Preference Fashion Seeking Economic Shopping Sel-confidence in clothing shopping Convenient store shopping. 2. The results of store choice criteria study were as follows: As a result of concentrative observation eight store choice criteria dimensions were categorized : Service Store Atmosphere Promotion/Facilities Product Convenience Advertisement VMD Traffic/Location Convenience. From quantitative analysis eight store choice criteria factors emerged; Service Store Atmosphere Promotion/Facilities Assortment Shopping Convenience Advertisement VMD Traffic/Location Convenience. 3. According to the factor scores of recreational shopping and Convenience shopping consumers were segmented into four shopper types ; High Shopping-involved Shopper Recreational Shopper Convenience Shopper and Low Shopping-involved Shopper. Department types were divided into a large enterprise department stores and local department stores. Consumer characteristics such as clothing shopping orientations store choice criteria purchase behavior variables and demographic variables were significantly different in shopper types and department store types were significantly different in clothing shopping orientations and tore choice criteria.