• Title/Summary/Keyword: 지각된 품질

Search Result 87, Processing Time 0.079 seconds

An Study on the User Satisfaction of Open Access Activities in Korea (국내 오픈액세스서비스의 이용자 만족도에 관한 연구)

  • Choi, Hee-Yoon;Hwang, Hye-Kyong;Baek, Jong-Myung
    • Journal of the Korean Society for information Management
    • /
    • v.29 no.1
    • /
    • pp.279-302
    • /
    • 2012
  • The purpose of this study is to analyze service quality factors that affect user satisfaction of Open Access Korea(OAK) services and to draw strategic assignments for activating open access activities in Korea through a user satisfaction survey. User satisfaction indexes were developed to measure all aspects of the OAK services. The quality index, satisfaction index, and performance index were identified in this survey. According to the survey findings, the levels of social quality and social satisfaction are relatively high, this shows the positive evaluation and expectation of researchers for OAK services. However, relatively low level is identified in the area of service process quality, and many opinions about OA contents shortage in Korea represent the importance of the national level contents development strategy. Sustainable policy support, publishing of open access journals, management of institutional repository, OA governance system, expansion of researchers' participation, construction of global collaboration system are suggested as major implications to promote open access activities in Korea.

A Study on the User Satisfaction of Open Service for Sharing of S&T Information, using the Public-service Customer Satisfaction Index(PCSI) (PCSI를 이용한 과학기술정보 오픈서비스 이용자 만족도에 관한 연구)

  • Hyun, Mi-Hwan;Kim, Wan-Jong;Lee, Hye-Jin;Kim, Hye-Sun
    • Journal of the Korean Society for information Management
    • /
    • v.30 no.4
    • /
    • pp.133-154
    • /
    • 2013
  • The purpose of this study is to analyze service quality factors that affect user satisfaction of NDSL Open Service (NOS) and to improve standards of open service for sharing information through the user satisfaction survey. User satisfaction indexes were developed to measure the all aspects of the NOS services. The quality index, satisfaction index, and performance index were identified in this survey. According to the survey findings, the levels of social quality and social satisfaction are relatively high, this shows the positive evaluation and expectation of researchers for open services. However, relatively low level is identified in area of service process quality. Therefore, NOS requires method to help easily take advantage of OpenAPI and strategy to increase service process satisfaction and service environment satisfaction.

A Study on Brand Recognition of BICOF : Comparative Analysis on the Visitor and Non-Visitor (부천 국제만화축제 브랜드 인식에 관한 연구: 참관자와 비참관자 비교분석을 중심으로)

  • Yoon, Ji-Young;Yim, Hak-Soon
    • Cartoon and Animation Studies
    • /
    • s.26
    • /
    • pp.131-156
    • /
    • 2012
  • As the Global Age has arrived, the domain of festivals has expanded to fulfill the role of being not only a tourist attraction but of being a factor that determines the image and identity of cities, and the factor of enhancing the brand value of a particular city is being focused upon. The city of Bucheon, which aims to be a culture oriented city, is attempting to utilize the Bucheon International Comics Festival as a cultural asset for the revitalization of the city. This study has as its purpose the development of an evaluation index model on the brand value of the Bucheon International Comics Festival and research being conducted based on the developed evaluation index model on the awareness level of the citizens of Bucheon of the festival. In regards to this, the theoretical background was examined and the index model was developed based on precedent research. Based on this, a survey of 1,000 citizens of Bucheon was conducted in this study. This study conducted a survey targeting 500 persons, dividing them into 2 groups according to whether they participated in the festival. The survey of this study established 9 evaluation categories for the International Comics Festival evaluation index model which consists of demographic research and participation motivation, value of comics, festival brand awareness and association image, perceived product quality and loyalty for the festival, internationality of the festival and urban activation. Each survey question is composed of 5 points scale measurement. As a result of the survey, 'for an education of children' was the highest for the participation motivation, and 'not knowing of the festival information' was the highest for the reason of not having participated. The industrial value was evaluated as the highest among the value of comics by the both two groups, and it was studied that there was perception gap for the festival according to whether they participated in the festival for each survey question. It was revealed that the level of awareness of the Bucheon International Comics Festival was "normal," the "city revitalization" index and the "value of comics" index were relatively high and the "international character of the festival" index was the lowest. Furthermore, it was shown that there were differences in the awareness of the established categories of the developed evaluation index model based on whether or not there was participation in the festival. This study comprehensively organizes these analytical results and derives implications which can be used as data for the criteria of the development of future strategy for the Bucheon International Comics Festival.

Transition of Service Paradigm from Service Recovery to Proactive Service (사후 서비스에서 선제적 서비스로 서비스 패러다임의 전환)

  • Rhee, Hyunjung;Kim, Hyangmi;Rhee, Chang Seop
    • The Journal of the Korea Contents Association
    • /
    • v.20 no.4
    • /
    • pp.396-405
    • /
    • 2020
  • In this study, we used the big data of Voice of Customer (VOC) related to high-speed Internet products to look at the causes of perceived quality and the possibility of proactive service. In order to verify the possibility of proactive service, we collected VOC data from 13 facilities and equipment of a mobile communication service company, and then conducted 𝒙2 test to verify that there was a statistically significant difference between the actual VOC observation values and expected values. We found statistical evidence that proactive service is possible through real-time monitoring for the six disability alarms among the 13 facilities and equipment, which are FTTH-R Equipment ON/OFF, FTTH-EV Line Error Detection, Port Faulty, FTTH-R Line Error Detection, Network Loop Detection, and Abnormal Limiting Traffic. Companies are able to adopt the proactive service to improve their market share and to reduce customer service costs. The results of this study are expected to contribute to the actual application of industry in that it has diagnosed the possibility of proactive service in the telecommunication service sector and further suggested suggestions on how to provide effective proactive service.

A Study of Effect that Tourist Hotel Employee's Service Quality on Customer Satisfaction, Trust and Commitment (관광호텔종사원의 서비스 품질이 고객만족, 신뢰.몰입에 미치는 영향)

  • 이지영;하종명
    • Journal of Applied Tourism Food and Beverage Management and Research
    • /
    • v.16 no.2
    • /
    • pp.33-56
    • /
    • 2005
  • The purpose of this study is to understand the critical role of customers' perceived service quality. in relationship marketing. This paper examined the relationships of service quality with customer satisfaction, and investigated the effects of trust and commitment. Data were collected from 242 people at hotel located in Taegu city. LISREL provided satisfactory model-fits in measurement model and structural equation model. The empirical results indicated that first, service quality takes strong effect on customer satisfaction and trust but not on commitment. Second, trust and commitment are importantly influenced by customer satisfaction. Third, service quality was found to indirectly contribute to trust and commitment. Finally, customer satisfaction is effective mediators linking service quality to trust and commitment. The effects of these variables on trust and commitment, which are based on social exchange theory, were empirically confirmed.

  • PDF

The Impact of Price Discount on Perceived Value, Willingness to Buy, and Search Intentions according to the Level of Consumers' Involvement (구매자의 관여도 수준에 따라 가격할인이 지각가치, 구매의향, 탐색의도에 미치는 영향)

  • Yoon, Nam-Soo;Kim, Jae-Yeong;Park, Young-Kyun
    • Journal of Distribution Science
    • /
    • v.9 no.1
    • /
    • pp.39-48
    • /
    • 2011
  • One of the major reasons for fierce competition among firms is that they strive to increase their own market shares in the same market with similar and apparently undifferentiated products in terms of quality and perceived benefit. Due to such changes in the marketing environment, differentiated after-sales service and diversified promotion strategies have become more important in the race to gain a competitive advantage. Price discount is one of the popular promotion strategies that most retailers use, especially to increase sales, but offering a price discount does not always lead to the expected result. If marketers apply an identical price-promotion strategy without considering the characteristic differences in products and consumer preferences, the discounted price itself may make people skeptical about the quality of the product. Moreover, the changes in perceived value may appear differently depending on factors such as consumer involvement. This implies that variables such as the level of consumer involvement, brand loyalty, and external reference prices, in reality, would have different effects on how consumers perceive the value of price discounts. The variables that affect consumers' perceived values and buying decisions are diverse and complicated. Several studies have examined the effects of such variables as external reference price, selling price, and brand on consumers' perceived value of products. Results have not shown consistent patterns. Therefore, we must note that the factors affecting consumers' value perceptions and buying behaviors are diverse and that the results of studies on the same dependent variable come out differently depending on what that variable is. This study focused on the level of consumer involvement as a salient variable that supposedly affects the perceived value of a product, willingness to buy, and search intentions. We tried to examine whether a price discount affects the perceived value-such as perceived acquisition value and perceived transaction value-in different ways depending on the level of consumer involvement. In addition, we proposed managerial implications that marketers need to consider as a whole, for instance, product attributes, brand loyalty, and involvement and then established a differentiated pricing strategy, case by case, in order to effectively enhance consumers' perceived values. As a result, we found that perceived transaction value positively affects perceived acquisition value and when discounting the price of a high-involvement product enhances the consumer's willingness to buy, but perceived acquisition value does not affect the search intentions significantly. In the case of discounting prices of low-involvement products, on the other hand, the perceived transaction value has a positive effect on the willingness to buy, but the negative effect of perceived acquisition value on the search intentions was not significant. We suppose that people doubt a product's quality because of a declined perceived quality derived from a price discount. Even though the price discount enhanced the transaction value, people eventually increased their level of searching for additional product information. From the results of this study, we suggest that marketers ought to establish an appropriate value-enhancing strategy based on the understanding of which perceived value consumers rely on more when they conduct purchasing behavior because consumers perceive the degree of importance of acquisition value or transaction value differently, depending on their level of involvement.

  • PDF

Structural Relationships among Site Quality of Online Wine Store, Perceived Value, and Online Purchase Intention (온라인 와인매장 사이트 품질, 지각된 가치, 온라인 구매의도 간의 구조적 관계)

  • Han, Su-Jin;Kim, Yoo-Jung;Kang, Sora
    • Journal of the Korea Academia-Industrial cooperation Society
    • /
    • v.14 no.12
    • /
    • pp.6133-6145
    • /
    • 2013
  • With the increasing number of online wine stores, customers are increasingly seeking to purchase wine online. On the other hand, purchasing wine online is prohibited by law or regulation in Korea. Therefore, customers mainly search for wine information, inquire about wine products, and make a pre-purchase at an online wine store. Online wine stores play important roles in customer's purchase decision-making, and are likely to be a useful wine distribution channel in the near future. Therefore, the aim of this study was to identify the determinants of the online wine purchase intention, and examine the structural relationships between the determinants and online wine purchase intention. The site quality of online wine stores (information quality, system quality, service quality), and perceived value (quality value, price value, emotional value, social value) were selected as the determinants of online wine purchase intention based on literature review. The data was collected from those who had experience using an online wine store to purchase wine, and the data was used to test the proposed research model. The findings showed that the information quality was not related to the perceived value (quality value, price value, emotional value, social value). The system quality was proven to be positively and significantly related to the quality value, price value, and emotional value, whereas it had no impact on the social value. In addition, the service quality was found to affect the perceived value (quality value, price value, emotional and social value). Finally, the results showed that the quality value, emotional value, and social value have a positive impact on the online wine purchase intention, whereas the price quality is not related to the online wine purchase intention. These results are expected to make a contribution to a better understanding of how the quality of online wine stores and the customer's perceived value affect the online wine purchasing intention.