본 연구에서는 O2O 화장품 배달 서비스 앱의 e-서비스품질이 만족과 충성도에 미치는 영향을 알아보고자 하였다. 이를 위해 설문지 총 210부를 수집하여 통계패키지 SPSS 25.0으로 빈도분석, 탐색적 요인분석, 신뢰도 분석, 상관관계분석, 회귀분석을 실시하였으며 주요 결과는 다음과 같다. O2O 화장품 배 달 서비스 앱 e-서비스품질의 구성요소인 효율성, 주문이행성, 시스템이용가능성, 프라이버시 모두 만족과 충성도에 유의한 영향을 미치는 것으로 나타났다. 또한, 만족 역시 충성도에 유의한 영향을 미치는 것으로 나타났다. O2O 화장품 배달 서비스 앱을 이용하는 소비자를 증가시키기 위해서는 만족과 충성도에 가장 큰 영향을 미치는 시스템이용가능성과 효율성을 높여야 한다. 이를 위해 소비자가 O2O 화장품 배달 서비 스 앱을 이용하는 동안 빠른 접속과 끊김이 없는 쾌적한 환경을 제공해야 하고 효율적으로 사용할 수 있도 록 시스템을 구축해야 한다.

농촌 종점 물류는 농촌 주민들의 온라인 쇼핑에 영향을 주는 중요한 요인임. 농촌 인터넷 쇼핑의 서비스 품질은 양호한 종점 물류 배송과 지원이 필요함. 농촌 이커머스의 발전에 의 하여 농촌 주민들이 서비스의 품질에 대한 기대치도 높아지고 있음. 본 연구에서는 이커머스 만족도를 통한 농촌 종점 물류 서비스 품질이 농촌 주민의 온라인 구매행위에 어떠한 영향 미치는지 검토하고, 농촌 종점 물류 서비스의 발전을 위한 개 선 및 발전전략을 제시하였음. 본 연구에서는 구조방정식모델 (SEM)과 온충린의 매개효과 테스트를 적용하여 분석하였음. 1. 신뢰성과 서비스 편의성은 만족도에 긍정적 영향을 미치며, 원가절약은 만족도에 부정적 영향을 미침. 2. 만족도는 인터넷 쇼핑에 긍정적인 영향을 미치는 것으로 나타났음. 3. 만족도는 반응성과 구매행위 사이에 매개효과가 있고 경제와 구매행위 사이에도 매개효과가 있는 것으로 나타났음.

코로나19 확산으로 개인의 비대면 활동이 증가함에 따라 의료정보를 얻기 위해 의료기관 웹사이트와 모바일 콘텐츠 활용이 증가하고 있다. 본 연구에서 제시한 가설들을 검정하기 위해 구조방정식 분석을 실시한 결과, 소형병원 웹사이트와 모바일 콘텐츠의 e-서비스품질의 모든 하위 요인들인 이용편리성, 보안성, 반응성, 디자인성, 의료정보제공성 요인은 관계의 질에 유의한 영향을 미치고 있었으며, 관계의 질은 e-충성도에 유의한 영향을 미치고 있었다. 또한, 구조모형의 적합도는 χ2/df=2.021, NFI=.954, TLI=.969, CFI=.976, RMSEA=.046으로 모두 기준치를 상회하였다. 이와 같은 가설검정 결과를 통해 소형병원들은 웹사이트와 모바일 콘텐츠 운영에 있어 사용자들에게 빠르고 정확한 응답을 할 수 있는 시스템 개발을 통해 이용자들과의 관계의 질을 향상시키며, 또한 e-서비스품질과 관계의 질 향상을 통해 e-충성도 를 향상시킬 필요가 있다. 향후 연구에서는 소형병원 이외에 대형병원에 대한 실증연구를 통해 비대면 의료정보 탐색에 대한 e-서비스품질을 더 명확히 측정할 수 있는 요인 및 측정변수 개발이 필요할 것이다.

본 연구는 중국소비자들이 가진 한국 인터넷 면세점에 대한 구매의도를 파악하고자, 인터넷 면세점의 e-서비스품질과 한류문화에 대한 태도를 주요 변인으로 설정하여 논의해 보았다. 분석 결과를 살펴보면, 첫째, 기존연구와 일치하게 홈페이지 시각적 디자인, 고객서비스, 안정성, 그리고 경제성 및 편리성 모든 인터넷면세점 e-서비스품질 특성요인들이 중국관광객의 구매의도에 긍정적인 영향을 미치는 것으로 도출되었다. 둘째, 한국 인터넷면세점의 e-서비스품질 특성 요인 중 홈페이지 시각적 디자인과 경제성 및 편리성이 구매의도에 미치는 영향에 있어서, 한류문화에 대한 태도가 유의미한 조절효과를 가지고 있는 것으로 나타났다. 본 연구의 결과는 중국 마케팅의 전략적인 관점에서 정부나 면세업체가 양국의 대한 경제적인 정책 및 한류문화 콘텐츠 전략을 수립하는데 도움을 줄 수 있을 것이다.

Introduction This paper’s goal is to assess the effects of customer participation behavior on perceived e-service quality and satisfaction in Greek e-shops. The author builds on and expands previous efforts by investigating customer participation using a multi-dimensional construct developed by Yi and Gong (2013) with the goal of dwelling deeper in the effects of individual dimensions of customer participation (i.e. information seeking, information sharing and responsible behavior) on consumers’ perceptions. The findings show that one of the three dimensions of customer participation behavior, namely responsible behavior, positively affects both perceived service quality as well as customer satisfaction, while information seeking affects only e-service quality and information sharing does not affect any of the two dependent variables. Theoretical development The author, in agreement with the service-dominant view proposed by Vargo and Lusch (2004; 2008), emphasizes the notion that the customers of a provided service are not just simple recipients of a final product, but also co-creators in its production process. Research on customer participation, has revealed its positive influence on perceived quality (Cermak et al., 1994) and satisfaction (Yang et al., 2017), while in some cases studies pointed out when this relationship does not hold, as well as investigate moderators affecting it (Yim et at., 2012). There have been studies that support the positive effect that aspects of customer participation have on customer satisfaction (Dong et al., 2015; Yim et al., 2012; Chan et al., 2010; Kellogg et al., 1997) and perceived service quality (Dong et al., 2015). At the same time, there have been few studies probing into the relationship between customer participation behavior and perceived service quality and satisfaction in the context of the production and distribution of services from self-service technologies, where a high level of customer/user activity and low provider activity is required (Wünderlich et al., 2013), which stresses the importance of the customers’ role in attaining value co-creation. According to Yi and Gong (2013) customer value co-creation behavior comprises two dimensions; customer participation behavior and customer citizenship behavior. This study focuses on customer behavior that is necessary for value co-creation, namely on customer participation behavior, since it is this that is usually manifest in the context of the interaction of customers with an e-shop. In accordance with the terminology utilized by Kelley et al. (1990), this study focuses on customer technical quality- as expressed by information seeking, information sharing and responsible behavior, according to Yi and Gong (2013)- since interaction with an e-shop is usually standardised and does not facilitate the development of interpersonal relationships between customers and employees. Research design To check the hypotheses formulated in this study, the services offered by e-shops in Greece were examined and assessed. What drew attention on the e-commerce and e-shopping sector, was the fact that through the long lasting economic crisis in Greece, it was one of the few that managed to flourish. A survey was carried out using a structured questionnaire for a sample of 335 adults, customers of 125 Greek e-shops. Customer participation behavior (composed of three dimensions, namely information seeking, information sharing and responsible behavior) was measured using Yi and Gong’s (2013) multidimensional and hierarchical scale that consists of 11 items, rated on a seven-point Likert format. E-service quality was measured through the use of a one-item scale developed expressly for this purpose by Lee and Lin (2005), who also used a one-item scale to measure customer satisfaction. Result and conclusion The results obtained from the analysis, supported the propositions that customer information seeking and customer responsible behavior enhance perceived service quality, while at the same time customer responsible behavior increases customer satisfaction. Claims that customer information seeking, or customer information sharing enhance customer satisfaction, could not find any support, as did the proposition that customer information sharing enhances perceived service quality. These results provide useful insight when it comes to designing an on-line store in a way that it would enhance the customers’ perceptions on the attained service quality, as well as their perceptions on their satisfaction. In order to succeed, enterprises should develop organisational socialisation (Kelley et al., 1990; Kelley et al., 1992) in such an extent, that it would establish a climate of trust that will lead customers to assume a responsible behavior towards the e-shop.

The mobile SNS is a promising e-service platform of the future. However, measuring its service quality is a challenge. An appropriate model for measuring service quality is required. This paper proposes e-service quality models for analyzing mobile SNS platform quality, based on previous service quality researches. An empirical study is performed on the proposed models. The results show that constructs of existing e-service models such as responsiveness and assurance do not fit the mobile SNS platform, and that loyalty and value are better measures for mobile service quality.

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.

With the annual increase in the production and distribution of fresh agricultural products and the rapid development of China’s e-commerce business circle, while the huge online transactions need the support of offline logistics services, a series of problems such as violent screening in the logistics industry still need to be solved. Therefore, how to improve the quality of logistics services and make consumers satisfied is an urgent problem for the licensee. Based on the SERVQUAL service quality evaluation model and LSQ logistics service quality model, an evaluation model of the impact of fresh agricultural cold chain logistics service on customer satisfaction was constructed from four dimensions of reliability, visibility, information and service flexibility. This paper clarifies the relationship between consumer satisfaction and provides a basis for improving cold chain logistics service quality, including studying the evaluation of consumers’ purchase of fresh products on the Internet and establishing logistics service quality indicators. In this study, the analysis results generally have a significant impact on logistics service quality (+) and customer satisfaction. According to the characteristics of consumers, the impact of cold chain service quality on customer satisfaction may vary.

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.

The study aims to explore key dimensions of service quality of E-Retailing of Islamic banks in the Kingdom of Saudi Arabia. The convenience sample size consists of 373 respondents who regularly use online Islamic banking facilities in Saudi Arabia was used. For measuring the consumers’ perspective, a four-factor E-SERVQUAL scale; namely efficiency, system availability, fulfillment, and privacy was used. Exploratory Factor Analysis and Confirmatory Factor Analysis are used to test the model fitness. Structural equation modelling is utilized to determine the impact of E-service quality dimensions on customers’ satisfaction. The results of the study reveal that 1) reliability as a dimension of E-retailing of Islamic banks made a significant impact on customers’ overall satisfaction; 2) there is a positive significant relationship between responsiveness and customers’ overall satisfaction. One unit increased in responsive leads to 0.763 unit increases in the overall satisfaction of the customer; and 3) ease of use is the most important dimensions of service quality of E-retailing of Islamic banks. One unit increases in Security/ Privacy leads to 0.473 unit increases in overall satisfaction. There is a positive impact of good E-service on customers’ satisfaction, but it does not override unsatisfactory performance in other areas.

Purpose - In this study, it is classified the service quality dimension of mobile shopping app using Kano model. In addition, it is evaluated quality factors suitable for strategic management from the viewpoint of service provider through mobile application through binary dimension analysis. Research design, data, and methodology - In this study, seven quality dimensions such as information quality, reliability, immediacy, convenience, design, security and customer service were derived through related studies to make binary shopping quality app quality measurement. 37 sub-variables were set by each quality dimensions. Each questionnaire was composed of positive and negative items like Kano's proposed method, and the satisfaction coefficient suggested by Timko(1993) was examined to understand the influence of each factors on customer satisfaction. Results - As a result of research, shopping app users perceived unity quality factor in most items of service quality dimension such as information quality, reliability, immediacy, convenience and customer service. In addition, the satisfaction coefficient showed a good impression, quick response of the result, fast delivery, and the unsatisfactory coefficient showed more interest in personal information such as payment method safety, and transaction security. As a result of research, shopping app users perceived unity quality factor in most items of service quality dimension such as information quality, reliability, immediacy, convenience and customer service. And, in information quality, the information overload was classified as an apathetic quality component, while the related information provision belonged to an attractive quality component. In reliability quality, customized service provision was classified as an attractive quality component. In instant connectivity, the quality of the connection during transport was classified as an attractive quality component. In convenience quality, access to product information was classified as a one-way quality component. All components of designs quality were classified as attractive quality components, and in security quality, all of their components were all classified as one quality component. Lastly, in customer service, they components were all classified as a single quality component. In addition, the satisfaction coefficient showed a good impression, quick response of the result, fast delivery, and the unsatisfactory coefficient showed more interest in personal information such as payment method safety, and transaction security. Conclusion - In the online service environment, which is difficult to differentiate in terms of upward upgrading only by technological implementation and function, the results of this study can be suggested as a differentiating factor for major channels with customers rather than improve the brand image.

Purpose – The purpose of this research is reflected on the rapid development of online tourism industries. The study was to establish the strategy for Korean tourism enterprises to develop tourist commodities suitable for Chinese tourists and attract them to visit Korea by the empirical analysis of the relation between repurchase intention of tourists and its premise variables (e-service quality, perceived value and satisfaction). Research design, data, and methodology – This research carried out a questionnaire survey on Chinese tourists who visited Korea with experience of using the online travel agency web sites. A total 398 answers were recovered, 41 of them were excluded due to the dishonest answers and 357 of them were finally analyzed. The data was analyzed with IBM SPSS AMOS 22.0. Results – The research results show that in the online travel agency web site e-service quality, convenience, interactivity, information validity, credibility had a positive impacts on perceived value and satisfaction. The perceived value of online travel agency website users has positive impart on satisfaction and repurchase intention. Satisfaction of online travel agency web site users have positive impacts on repurchase intention. But safety has no impact on perceived value while positive impacts on satisfaction was affected. Conclusions – First, in the online travel agency web site e-service quality, safety has no impact on perceived value while it was shown to have positive impacts on satisfaction because the users of online travel agency web sites believe that the protection of personal information, the defense of cracker and the safeguard of payment security are the basic premises of website operation. Although safety does not have impacts on perceived value, users benefits will suffer damage when hacker intrusion and other accidents occur so that online travel agency web sites should not ignore the security concerns. Second, credibility is a major concern for online travel agency web site users. At this time, it is necessary for the web site to establish a system to display both the commodity information and the using experience published on the user's SNS, thus improving the credibility of the website information.

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.