온라인 홈트레이닝 활성화를 위한 서비스디자인 연구: 전용 디바이스를 활용한 인터렉티브 홈트레이닝 중심

이정용,황성걸 한국인더스트리얼디자인학회 2022 산업디자인학연구 Vol.16 No.3

Background With the growth of interest on workout and untact service, the needs of online home training service is increasing. This paper covers case study of online home training service, develops the prototype of interactive online home training service and draws key factors to invigorate online home training service based on focus interview. Methods In order to define key factors for invigorating online home training service, case study was conducted on the methods and functions of online home training service commercialized at domestic and global market, and in-depth interviews with experts were conducted on service prototypes based on insights obtained through expert interviews. Results Through case study and previous interviews, the requirements for functions, dedicated device, and UX for online home training service were derived. And conducted focus group interviews with offline studio operator, instructors, trainee and service designers who have used prototype services built on this basis. Thus, four key elements were defined to invigorate online home training services. Conclusion The key factors for invigorating online home training services are (1) coexistence and complementation with existing sport system (2) Device suitable for home environment, (3) simple and clear usability for trainee and UX with various features for operator, (4) reasonable price. Further research on suitable functions and UX and business model based on commercial like service is needed. 연구배경 소득증가에 따른 운동에 대한 관심 증대와 COVID-19로 인한 언택트(Untact) 서비스의 확산에 따라 각 가정에서 활용할 수 있는 온라인 홈트레이닝 서비스에 대한 필요성이 증가하였다. 이에 따라 온라인 홈트레이닝 서비스 사례를 바탕으로, 양방향 소통이 가능한 온라인 홈트레이닝 서비스에 대한 프로토타입을 개발하고, 사용 후 심층인터뷰를 통하여 온라인 홈트레이닝 서비스 활성화를 위한 핵심요소를 도출해 내고자 한다. 연구방법 온라인 홈트레이닝 서비스 활성화를 위한 핵심요소를 도출하기 위해 국내외에서 상용화되어 있는 온라인 홈트레이닝 서비스의 방식과 기능에 대한 사례분석을 하고, 전문가 인터뷰를 통해 얻은 인사이트를 기반으로 제작된 서비스 프로토타입에 대한 심층인터뷰를 진행하였다. 연구결과 사례분석과 앞선 인터뷰를 통해 온라인 홈트레이닝 서비스를 위한 기능, 전용 디바이스, UX(User eXperience)에 관한 요구사항 도출하였고, 이를 기반으로 제작된 프로토타입 서비스를 사용해 본 오프라인 스튜디오 운영자, 강사, 수강생, 서비스디자이너를 대상으로 심층인터뷰를 진행함으로써, 온라인 홈트레이닝 서비스 활성화를 위한 네 가지 핵심요소를 도출하였다. 결론 온라인 홈트레이닝 서비스 활성화를 위한 핵심요소는 1)오프라인 트레이닝 서비스, 즉 기존 생활 체육 생태계와의 공존 및 상호보완, (2)가정 환경에 적합한 디바이스, (3)수강생에게는 단순하고 명확한 사용성, 운영자에게는 다양한 기능의 UX (4)합리적인 가격의 네 가지로 도출되었으며, 향후 실제 서비스와 유사한 환경을 바탕으로 UX에 대한 적합성 및 사업성에 대한 지속적인 후속 연구가 필요하다.

온라인 장례 플랫폼의 초기 사용자 경험 분석 및 서비스 개발 제안

이주은,황진도 서비스사이언스학회 2024 서비스연구 Vol.14 No.1

코로나19로 인한 온택트 서비스의 발달과 친환경 장례 문화의 사회적 이슈는 온라인 장례라는 새로운 문화의 필요성을 인식하게 하였다. 국내 기관 및 기업에서 온라인 장례 서비스 활성화를 위한 시도가 여러 차례 있었으나, 효과는 미약한 실정이다. 본 연구의 목적은 온라인 장례 플랫폼의 초기 사용자 경험 분석을 통해 사용성의 문제를 파악하고, 온라인 장례 플랫폼의 접근성 및 사용성을 향상할 수 있는 서비스 개발을 제안함에 있다. 이에 본 연구에서는 사용자 경험(UX), OOBE, FTUE 이론의 문헌 고찰을 통해 온라인 장례 플랫폼의 접근성과 사용성 향상에 영향을 주는 요인을 파악하고, 대표적 온라인 장례 앱 ‘메모리얼’을 연구 대상으로 선정하여 실험을 진행하였다. 초기 사용자 경험을 분석하기 전, 연구 대상인 앱 ‘메모리얼’의 UX 서비스 특성을 이해하고자 유사 타 서비스와의 IA를 비교 분석하였다. 또한 온라인 장례 플랫폼 사용 경험이 없는 피실험자 10명을 대상으로 Unpack-Setup/Configure-First Use 단계에 해당하는 태스크를 수행하고, 실험 과정을 UX Curve로 표현하여 부정적인 경험이 발생한 지점과 요인을 파악하였다. 그 결과, 주요 문제 요인으로 불필요한 UI 요소, 회원가입 단계에서의 민감한 개인정보 요구, 서비스의 몰입감 부족 등이 있었고, 개선 사항으로는 사용자 간의 감정 공유 및 원활한 소통 촉진을 위한 커뮤니티 기능 강화 등이 있었다. 이러한 인사이트를 반영하여 기존 앱 서비스의 문제점을 해결할 수 있는 서비스 개발을 제안하였다. 개발한 프로토타입의 타당성을 검증하고자 서비스 디자인 전문가 3인의 인터뷰를 진행하였다. 본 연구는 최근 부상하고 있는 온라인 장례 서비스의 질적 향상과 활성화에 기여하기 위해 진행되었으며, 온라인 장례 서비스의 현황을 이해하고, 서비스 접근성과 사용성 강화를 위해 필요한 요인을 규명하였다는 점에서 연구의 의의가 있다. The development of online funeral services and social issues of eco-friendly funeral culture have raised awareness of the new need for online funeral culture. There have been several attempts to revitalize online funeral services in domestic institutions and companies, but the effect is weak. The purpose of this study is to propose a design that can improve the accessibility and usability of online memorial services by analyzing the usability problem factors through a First Time User Experience analysis of the online memorial platform. Therefore, in this study, in order to identify the problem factors of the online memorial platform, a literature review on the UX, OOBE, and FTUE theories was conducted. The subject of the study was the app 'Memorial'. Before analyzing the First-Time User-Experience, IA was compared and analyzed with other similar services to understand the characteristics of the UX service of the app 'Memorial', which is the subject of the study. In addition, tasks corresponding to the Unpack-Setup/Configure-First Use stage were performed on 10 subjects who had no experience using the online memorial platform. The experimental process was expressed as the UX Curve to identify factors that caused negative experiences. As a result, the major problem factors included unnecessary UI elements, the need for sensitive personal information at the membership stage, and lack of immersion in the service. The improvements included strengthening community functions to facilitate the sharing of emotions and promote smooth communication between users. We proposed UI/UX service developments that enhanced the app by incorporating these insights. In order to verify the effectiveness, serviceability, and value of the developed prototype, an interview with a expert was conducted. The interviewes consisted of three service design experts. This study was conducted to contribute to the quality improvement and activation of the recently emerging online funeral services. The study is significant as it aims to understand the current status of these services and identify the factors necessary to improve service accessibility and usability. Subsequent studies require in-depth user verification of how much the proposed improvement plan affects the actual user experience.

온라인서비스제공자의 책임 제한 규정체계 개선에 대한 소고

나강(La, Kang) 동아대학교 법학연구소 2018 東亞法學 Vol.- No.80

디지털 네트워크 환경하에서 콘텐츠와 정보의 유통은 매개자인 온라인서비스제공자가 제공하는 각종 온라인서비스를 통하여 이루어지고 있다. 해당 서비스에서 발생하는 불법행위에 대하여 직접 침해자가 아닌 온라인서비스제공자는 어떤 법리를 근거로 책임을 물어야 되는가에 대하여 많은 논의가 있어 왔다. 온라인서비스제공자에 대한 법적 책임에 대한 입법은 일정요건을 충족하면 책임을 면제해 주는 미국의 DMCA, 유럽연합의 전자상거래지침 등 온라인서비스제공자의 책임 제한 형태의 입법으로 나타나게 되었다. 우리나라의 경우 2003년 저작권법에 온라인서비스제공자의 책임 제한 규정이 도입된 이후 몇 차례의 개정을 거쳐, 2011년 저작권법에서 온라인서비스제공자의 유형을 세분하고 유형별 면책요건을 규정하는 DMCA와 매우 유사한 규정체계를 취하게 되었다. 한편, 저작권법상 온라인서비스제공자의 책임 제한 규정과는 별도로 2007년 정보통신망법을 시작으로 게임산업진흥법, 아동청소년성보호법, 전기통신사업법 등에서 불법정보에 대하여 형사책임 및 행정적 제재를 부과하는 개별 입법들이 계속되는 등 온라인서비스제공자의 책임 제한과 더불어 책임을 확대하는 경향이 나타나고 있다. 해외의 입법례들은 원칙적으로 온라인서비스제공자에게 책임을 부과할 때 인식하지 못한 정보에 대해서는 책임을 부과하지 않도록 하고 있으며, 사전검열이 될 수 있는 필터링 기술 등 일반적 감시 의무를 부과하는 것을 금지하고 있다. 그러나 우리의 경우 온라인서비스제공자의 책임 제한 규정에 더하여 책임을 확대하고 일반적 감시의무라 볼 수 있는 개별 입법들이 이어지며 온라인서비스제공자의 책임 제한의 규정 취지를 퇴색시키고 온라인서비스제공자의 혼란을 야기하는 규정체계가 되고 있다는 점에서 개선이 필요하다. 디지털 시대의 인터넷은 소통의 공간이며 자유로운 정보 유통의 공간이다. 일반적 감시 의무의 부과는 사전검열로 인한 폐해를 발생시킬 우려가 있고 이러한 폐해는 불법으로 인한 폐해 못지않게 우리 사회와 문화에 중대한 피해가 될 수 있으며 자유로운 정보의 유통과 소통이라는 인터넷의 특성과도 배치되는 것이기 때문에 일반적 감시 의무를 부과하는 것은 금지되어야 한다. 본고에서는 일반적 감시 의무를 중심으로 온라인서비스제공자의 책임 제한에 관한 우리 법상 규정체계와 문제점을 살펴보고, 해외의 입법례 및 판례 등을 분석해 봄으로서 현행 온라인서비스제공자의 책임 제한 규정체계의 개선을 모색해 본다. The distribution of contents and information under the digital network environment is carried out through various online services provided by an online service providers as a mediator. There has been much debate as to why online service provider who is not a direct infringer should bear responsibility for the illegal activities that occur in the service. Legislation on legal liability to online service providers has emerged as a legislative form of liability for online service providers who exempt them from liability under certain conditions. The DMCA of the United States and the EU e-commerce directive are such legislations. In Korea, the limitation of liability of online service providers was introduced in copyright law in 2003. After several revisions, In 2011, the Copyright law has taken a very similar set of rules to the DMCA that subdivides the types of online service providers and sets out the requirements for exemptions by type. On the other hand, in addition to the limitation of liability of online service provider in the copyright law, individual legislations that imposed criminal liability and administrative sanctions against illegal information such as Game Industry Promotion Act, Child Juvenile Protection Act, There is a tendency to expand liability along with online service provider liability restrictions. In principle, foreign legislations prohibit liability for information that is not recognized when liability is imposed on online service providers, and prohibit the imposition of general monitoring obligation, such as filtering techniques that may be pre-screened. However, in Korea, in addition to the liability limitations of the online service providers, individual legislations are being followed, which can be seen as a broadening of liability and a general monitoring obligation. This phenomenon needs to be improved because it fades the intention of introducing online service provider liability restrictions and is becoming a confusing regulatory framework for online service providers. The Internet in the digital age is a space for communication and a space for free information distribution. The imposition of general monitoring obligation may create harm caused by pre-screening. In addition, it does not compatible with the characteristics of the Internet, such as free distribution and communication of information. For these reasons, imposing a general monitoring obligation should be prohibited. In this study, I analyze the regulation system and problems of Korea law regarding the limitation of liability of online service providers and the legislative cases and precedents of foreign countries, and suggests ways to improve the current liability limitation system of online service providers in Korea focusing on general monitoring obligation.

A Study on the Service Design for Online Service Company to Enhance User Experience

Ji Hyun Lee 대한인간공학회 2012 大韓人間工學會誌 Vol.31 No.1

Objective: The aim of this study is to investigate service design cases by online service companies and suggests framework to understand service design of them. Background: Recently, exploratory service design cases by online service companies such as Google, Apple, and NHN has been developed. Service design and online service experience design has been booming among user experience professionals but these two areas are not clearly defined. It is interesting to study the definition and key factors of service design and online service experience design. Moreover, investigating service design cases by online service companies is needed. Method: Due to diversification of service design cases by online service companies, this study has reviewed online resources and literatures about top 5 online service companies in USA and Korea. Furthermore, this study used expert interview who worked for service design at NHN. To understand the attributes of service design cases, this study developed 3 types of service design classifications scheme such as service design as extension of online service, space design and event service design. Finally, this study suggested a new framework for service design cases. Results: This study investigated service design cases by online service companies and suggests key issues and frameworks to uncover service design for online service. Conclusion: Service design cases for online service was analyzed by 2*2 matrix(extension, enrichment*product, service) to explain characteristics and attributes. NHN’s Knowledge-iN bookshelf at NHN libraryl is a unique form of service design as a tool of enrichment of online experience. Application: The results of this study might help to understand service design cases and plan new service design for online service companies with structured framework.

온라인 정보 서비스 품질평가모델에 대한 귀납적 연구 : 국가 온라인 정보 서비스 NTIS와 NDSL을 중심으로

허주연(Joo Yeun Heo),김상국(Sang Kook Kim) 한국IT서비스학회 2020 한국IT서비스학회지 Vol.19 No.1

As diverse online information services are introduced and the use of them are increasing, the importance of the quality control over the online information services is also increasing. Therefore, studies are being attempted to derive quality evaluation models for online information services, but these showed many limitations. In order to overcome the limitations of the previous studies and create more appropriate quality evaluation model, this study analyzed 408 data collected through the interviews with the users of Korea national online information services (NDSL, NTIS) using content analysis and the coding method of ground theory. Through the analysis, we identified the quality evaluation model (13 elements, 6 dimensions) of online information services and the description and insights of each elements. And the priorities of the most significant element(amount of information) and other key elements(such as the usefulness of the information, the diversity of the field, etc.) were figured out through the frequency analysis. Through these inductive methods based on the responses of users, the quality control model could be derived, which is different from the previous researches. This study is the first study which derived the quality evaluation model of online information service through the inductive way based on 408 interview responses from users. Therefore, the results of this study will be helpful to the post researchers who conduct studies on the quality of online information service, etc. Moreover, the results of this study are expected to provide references of frame for decision-making of working-level officials who have to manage the quality of online information services.

클라우드 서비스제공자의 책임제한에 관한 연구

나강(La, Kang) 국민대학교 법학연구소 2013 법학논총 Vol.26 No.1

최근 네트워크의 발전 및 모바일 디바이스의 확산에 따라 클라우드 컴퓨팅 서비스 이용이 급격히 증가하고 있다. 클라우드 컴퓨팅이란 미국 국립표준기술연구원의 정의에 의하면, 최소한의 관리 노력 또는 서비스 제공자의 개입으로 신속하게 제공되고 배포될 수 있는 컴퓨팅 자원들(네트워크, 서버, 스토리지, 어플리케이션 및 서비스)을 하나의 공유 풀에 어디서든지 편리하게 수요자 요구에 따라 네트워크 접속을 할 수 있는 모델을 말한다. 클라우드 컴퓨팅 서비스를 이용함으로서 이용자는 필요한 서비스를 확장할 수 있고, 정보시스템을 유지하는 내부비용과 소프트웨어 구입비용 등을 줄일 수 있다. 이런 장점들에도 불구하고, 클라우드 컴퓨팅 서비스는 아직 명확하게 해결되지 않은 지적재산권 관련 법적 쟁점들을 가지고 있다. 본고는 온라인서비스제공자로서 클라우드 서비스 제공자의 법적 책임문제에 중점을 두고 있다. 한EU FTA와 한미FTA의 이행을 위한 개정 저작권법은, 온라인서비스제공자를 유형별로 분류하고 면책을 위한 요건들을 열거하고 있다. 온라인서비스제공자가 법적 책임을 면하기 위해서는 저작권법상 면책요건들을 충족시켜야 한다. 더하여 저작권법은 특별한 유형의 온라인서비스제공자의 기술적 조치 의무를 부과하고 있는데, 이 조항은 일반 유형의 온라인서비스제공자와 저작권침해가 만연한 서비스제공자를 구분하여 부가적인 주의의무를 부과하기 위한 규정이다. 온라인서비스제공자의 법적 책임과 관련하여, 클라우드 서비스제공자는 저작권법상 온라인서비스제공자의 범위에 포함될 수 있으며, 우리나라에서 이용자들이 많이 사용하는 클라우드 서비스는 호스팅서비스 유형으로 분류할 수 있을 것이다. 클라우드 서비스 제공자가 특수한 유형의 온라인서비스제공자에 해당하지 않는다는 견해가 지배적이지만, 본고에서는 다른 관점에서 분석해 보았다. P2P나 웹하드 등의 전례에 비추어, 이용자에 의한 저작권 침해가 일어나고 있는 해당 서비스의 실질과 헌법재판소가 제시한 여러 기준들, 침해의 정도 등을 고려하여 분석하는 것이 필요할 것이다. 클라우드 서비스는 급속히 성장하고 서비스 형태는 다양해지고 있다. 온라인서비스제공자의 법적 책임 문제에 대해서도 이러한 성장과 변화에 발맞춰 많은 연구와 변화가 필요할 것이다. Recently, use of cloud computing service is dramatically increasing due to network development and the spread of mobile device. According to the official NIST definition, Cloud computing is a model for enabling ubiquitous, convenient, on-demand network access to a shared pool of configurable it resources(e.g., networks, servers, storage, applications and services) that can be rapidly provisioned and released with minimal management effort or service provider interaction. By using cloud computing service, users can expand the service as needed, reduce the internal expenses for maintaining information systems, and reduce the initial cost of purchasing the software. However these kind of advantages, cloud computing has many legal issues not clearly resolved related with intellectual property issues. This study is focused on the legal liability of cloud service provider as a online service provider. Under the present Copyright Act amended to execute Korea-European Union FTA and Korea-United States FTA, Online Service Providers are classified by the types and the requirements for indemnification are enumerated. In order to be exempted from the legal liability of online service provider, Online service provider should meet the requirements of Copyright Act. In addition to that, the Copyright Act requires certain special types of online service provider should apply technological measures to their services. It is a provision that differentiate heavily infringing service providers from general type of online service providers and to enjoin more duty of care. Regarding the legal liability of online service provider, cloud service provider can be included in the category of online service provider and cloud services widely used by users in Korea can be categorized as a type of hosting service under the copyright act. Although the opinion cloud service provider is not classified as a special type of online service provider is predominated, this study is trying to analyze it from different point of view. Judging from precedents of P2P, Webhard, It is necessary to consider real form of cloud service occurring copyright infringement by user, certain standards given by the Constitutional Court and a certain degree of infringement. Cloud computing service is rapidly expanding and forms of cloud service are diversifying. Catching up with the growth and change, more researches and changes are needed regarding legal liability of online service provider issue.

The Effect of E-SERVQUAL on e-Loyalty for Apparel Online Shopping

Eun Young,Kim,Vanessa P Jackson 한국마케팅과학회 2009 마케팅과학연구 Vol.19 No.4

隨着电子商务指⼥数式增长 (电子商务), 营销人员正试图获得通过强调服务质量和服务方面的相互作用导致客户满意度或行为后果的竞争优势. 特別是对干服装, 服务质量是鼓励客户电子忠诚的关键因素之一, 幷增加电子商务中服装零售的成功. 因此, 本硏究探讨电子服务质量 (电子SERVQUAL) 的因素和根据Parasuraman等人 (2005) 的硏究框架对网上服装购物的电子忠诚度的独特影响. 这项硏究的具体目标是确定的基本层面的 E-SERVQUAL, 分析有关在网上服装购物中电子 SERVQUAL 对点在忠诚度的影响的结构模型. 对于服务质量, 在网上购物方面的理论框架, 我们比较分析了有关传统和电子服务质量的因素的文献幷确定了核心的两个方面和恢廈服务. 这项硏究的假设是电子SERVQUAL对电子忠诚度的影响. 客户满意度对电子服装网上购物服务的忠诚度有和极影响中的中介作用. 根据文献我们制成了一份自填式的问卷. 我们在美囯从居住在大城市的有在网上购买服装产品的在线消费者中获得了252份有用的问卷. 通过因子分析 (例如, 探索, 验证) 评估了有效性和可靠性, 结构方程模型, 包括测量和结构方程模型. 结果显示, 网上购物网站的电子SERVQUAL的五个因素 : 赔偿, 执行, 效率, 系统可用性和反应能力. 这支特在网上服装购物方面Parasuraman(2005)的E-S-QUAL包括两个方面的核心服务 (如满足, 效率, 係统可用性) 和恢廈相关的服务 (例如, 补偿, 回应). 在结构方程模型中, 有5个电子SERVQUAL因素的外生濽变量, 两个內生濽变量 (例如客户满意度, 电子忠诚度). 对于测量模型, 各代表槪念的因子载荷有显著的统计学意义, 比 0.60大, 內部一致性信从 0.85至 0.88不等. 在估计电子 SERVQUAL 因素的结构模型, 係统的可用性对电子忠诚度有负面影响. 然而, 满足不示解释网上服装购物的电子SERVQUAL结果的重要指标. 这一发现意味着, 可被理解为係统提供服务的质量可能会增加对服装网上购物的客户满意度. 然而, 电子忠诚取決于服务质量沒有被支持, 因为在网上服装购买中, 通过价值或满意度的中介作用, 服务购量对电子忠诚度 (例如再购买意图) 有间接影响. 比外, 获得赔偿和回应被发现对客户满意度有显著影响, 会影响网上服装购买的电子忠诚度. 因比, 获得赔偿和回应对电子忠诚度有显著的间接影响. 这表明, 恢廈特定的服务因素在客户满意度最大化方面的重要作用, 以及维护客户对网上服装购物网站的忠诚度方面的重要作用. 硏究结果在管理和硏究方面都有启示. 时装营销者可以在建立与客户的长期关系的基础上, 不断测量顾客感知与恢廈服务有关的服务质量等问題, 例如对问題和返回的迅速反应, 客户购买之后的问題赔偿. With an exponential increase in electronic commerce(e-commerce), marketers are attempting to gain a competitive advantage by emphasizing service quality and post interaction service aspects, which leads to customer satisfaction or behavioral consequence. Particularly for apparel, service quality is one of the key determinants in encouraging customer e-loyalty, and hence the success of apparel retailing in the e-service quality (E_SERVQUAL) factors and their unique effects on e-loyalty for apparel online shopping based on Parasuraman et al's (2005) framework. Specific objectives of this study are to identify underlying dimension of E-SERVQUAL, and analyze a structural model for examining the effect of E-SERVQUAL on e-loyalty for online apparel shopping. For the theoretical framework of service quality in the context of online shopping, literatures on traditional and electronic service quality factors were comparatively reviewed, and two aspects of core and recovery services were identified. This study hypothesized that E-SERVQUAL has an effect on e-loyalty, customer satisfaction has a positive effect on e-service loyalty for apparel online shopping, and customer satisfaction mediates in the effect of E-SERVQUAL on e-loyalty for apparel online shopping. A self-administered questionnaire was developed based on literatures. A total of 252 usable questionnaires were obtained from inline consumers who had purchase experience with online shopping for apparel products and reside in standard metropolitan areas, in the United States Factor analysis (e g, exploratory, confirmatory) was conducted to assess the validity and reliability and the structural equation model including measurement and structural models was estimated via LISREL 8 8 program. Findings showed that the E_SERVQUAL of shopping websites for apparel consisted of five factors Compensation, Fulfillment, Efficiency, System Availability, and Responsiveness. This supports Parasuraman (2005)'s E-S-QUAL encompassing two aspects of core service (e g, fulfillment, efficiency, system availability) and recovery related service (e g, compensation, responsiveness) in the context of apparel shopping online. In the structural equation model, there are five exogenous latent variables for e-SERVQUAL factors, and two endogenous latent variables (e g, customer satisfaction, e-loyalty). For the measurement model, the factor loadings for each respective construct were statistically significant and were greater that 60 and internal consistency reliabilities ranged from 85 to 88. In the estimated structural model of the e-SERVEQUAL factors, the system availability was found to have direct and positive effect on e-loyalty, whereas efficiency had a negative effect on e-loyalty for apparel online shopping. However, fulfillment was not a significant predictor for explaining consequences of E-SERVQUAL for apparel online shopping. This finding implies that perceived service quality of system available was likely to increase customer satisfaction for apparel online shopping. However, it was not supported that e-loyalty was determined by service quality, because service quality has an indirect effect on e-loyalty (i e, repurchase intention) by mediation effect of value or satisfaction in the context of online shopping for apparel. In addition, both compensation and responsiveness were found to have a significant impact on customer satisfaction, which influenced e-loyalty for apparel online shopping. Thus, there was significant indirect effect of compensation and responsiveness on e-loyalty. This suggests that the recovery-specific service factors play an important role in maximizing customer satisfaction levels and then maintaining customer loyalty to the online shopping site for apparel. The findings have both managerial and research implications. Fashion marketers can establish long-term relationship with their customers based on continuously measuring customer perception for recovery

아동ㆍ청소년 온라인 안전을 위한 법적 연구 ― EUㆍ호주ㆍ영국 관련 법제를 중심으로 ―

최경미,김상원 미국헌법학회 2024 美國憲法硏究 Vol.35 No.1

요즈음의 아동・청소년은 태어날 때부터 디지털 환경에 둘러싸여 생활하는 ‘디지털 원주민(digital native)’이다. 반면, 우리나라는 레거시 미디어 관련 이용자 보호 법제가 형성되어 있는 것과 대조적으로 온라인 미디어 플랫폼 등에 대한 이용자 보호 입법은 여전히 미비하다. 이로 인해 지금의 과도기에는 온라인 환경에서의 아동・청소년 보호가 소홀해질 우려가 있다. 가령, 한국의 영상물등급위원회는 미디어 플랫폼 산업의 발전과 이용자 보호의 균형을 위한 선택으로 ‘OTT 자체등급분류제도’를 운영하는 등의 노력을 기울이고 있지만, 온라인상에서의 아동・청소년에 대한 위험 요소는 다양하므로 다각적 접근의 입법정책적 보완이 필요할 것으로 보인다. 이와 관련하여 최근 EU를 비롯하여 호주와 영국은 온라인상 아동・청소년 안전에 관한 포괄적 법제의 기초적 틀을 마련하였기에, 이 연구에서는 EU・호주・영국의 법제에 비추어 우리나라 관련 입법사항의 적정성을 논의하고 개선방안을 살펴보고자 했다. 살펴본 결과, 「EU시청각미디어서비스지침」은 ‘이용자제작동영상’, ‘소셜미디어서비스’, ‘주문형시청각미디어서비스’ 모두를 포섭 대상으로 하면서, 아동・청소년의 신체・정신・도덕적 발달에 유해한 영향을 줄 수 있는 대부분의 콘텐츠를 제한할 수 있는 규제를 갖추고 있었다. 한편, 「호주 온라인안전법 2021」상 온라인안전국(eSafety Commissioner)은 아동・청소년을 대상으로 하는 ‘사이버불링’, ‘이미지 기반 남용’, ‘그루밍’, ‘독싱’ 등 다양한 온라인 안전 문제를 통합적으로 신고 접수 받아 관리하고 있는 점에서 모범 사례로 평가할 수 있다. 마지막으로, 「영국 온라인안전법 2023」은 ‘아동접근평가제도’를 도입하여 일정 수 이상의 아동 이용자가 확인되는 플랫폼에는 추가 의무를 부여함으로써 이용자 위험을 최소화하고 법 적용대상인 ‘이용자 간 서비스’ 및 ‘검색 서비스’ 업체의 책임을 강화하는 것이 특징적이다. 이러한 EU・호주・영국의 아동・청소년 온라인 안전을 위한 규제 및 관리모델은 우리나라의 아동・청소년 온라인 안전 보호법제 마련 시 비교법적인 연구가치가 높다. 그러므로 우리나라에서도 향후 이와 관련한 다양한 연구를 통해서 ‘(가칭)아동・청소년 온라인 안전 위원회’ 등을 조직하여 원스톱으로 아동・청소년의 온라인 안전을 관리하고, 아동・청소년의 이용률 및 이용가능성이 높은 온라인 플랫폼 등에 대해서는 책임성을 높이는 입법・정책 등을 마련할 수 있을 것으로 기대된다. Children and adolescents, known as ‘digital natives’, are immersed in a digital environment from birth. Unfortunately, although South Korea has implemented user protection laws for legacy media, effectively regulating online video platforms continues to be a significant challenge. During this transition, concerns arise about potentially overlooking the protection of children and adolescents online. For instance, the Korea Media Rating Board has initiated efforts like a self-rating system for OTT platforms to address these concerns. However, the extensive online risks to children and adolescents call for a more comprehensive legislative and policy framework. Recent legislative development in the EU, Australia, and the UK have set precedents for robust online safety laws for these demographic. This study evaluates the suitability of Korea's laws against those of the aforementioned regions to identify potential enhancements. Findings are as follows: The EU's AudioVisual Media Services Directive (AVMSD) covers user-generated content, social media, and on-demand services, offering protections against content that could harm the physical, mental, and moral development of children and adolescents. In Australia, the eSafety Commissioner serves as a exemplary model by integrating and managing reports of various online issues, including cyberbullying, image-based abuse, grooming, and doxxing targeting children and adolescents. Lastly, the UK's Online Safety Act 2023 introduces ‘Children's Access Assessments (CAA)’, which imposes additional obligations on platform that are found to have a significant number of child users, thereby minimizing user risks and enhancing the accountability of ‘user-to-user services’ and ‘search services’ covered by the law. These regulatory and management models from the EU, Australia, and the UK provide valuable insights for Korea to develop a robust legislative framework for the online safety of children and adolescents. Therefore, based on various studies on this issue, it is expected that Korea could organize a ‘provisional Committee for Online Safety of children and adolescents’. The Committee would manage online safety comprehensively and streamline the process. Additionally, Korea could enact legislation and policies that enhance the accountability of online platform, particularly those with high usage and accessibility rates among these demographics.

Utilization of Social Network Services in Mobile Government System Adoption : The Mediating Role of Online Social Influence

Rachid El Bejjet,Jung Lee,Jongkun Jun 한국경영정보학회 2019 한국경영정보학회 학술대회논문집 Vol.2019 No.11

Wireless and mobile technologies, especially the use of emerging social media, have become ubiquitous parts of people’s lives. The development of social media persuaded various organizations including businesses and governments around the world to join these sites in an attempt to benefit from the new powerful way of communication and interaction and take advantage of the hidden influence provided by such tools. This phenomenon significantly impacts the way individuals share their content and influence one another. This online environment provides a new perspective for current social influence theories. For example, social media can be perceived as a platform that is easily accessible for anyone with Internet connection. It is the new medium through which individuals, businesses, organizations, governments, as well as civil society, engage and interact in this information age. As such, governments can reshape their relationship with their constituents, enhance public awareness, and increase the level of citizen engagement and participation. In the 21st century, the importance of adapting to a rapidly advancing world and leveraging changes to benefit governments is widespread. The government needs to be more open and transparent about its work, and these social networking sites can help evolve a participatory, innovative, and inclusive governing model, that is, the government cannot only spread awareness regarding its policies and plans but also engage in a two-way communication where it can receive instant citizen feedback and incorporate suggestions that are provided by common people for an appealing design and proper delivery of public services, thereby resulting in an effective adoption of services. The use of Web 2.0 tools is considered a new means of communication, not only in the political field but also on the government level, to influence civic engagement, co-produce public services, shape opinions and attitude, and influence “buy-in” to mobile government (m-Government) services. Governments usually adapt business-oriented communication solutions for their own necessities, and SNSs introduces a wide perspective where citizens can have a deep participation when the government uses an appropriate citizen relation management tool. These factors contribute to e-government in twofold, namely, (1) by understanding citizens’ needs through data processing and (2) by allowing direct interaction with citizens through immediate interaction or by including ads. In the field of e-government, as a way of the government to deliver information and services through the Internet or other digital means, SNSs can contribute to positive attitudes toward government 2.0 and general trust in the government. SNSs could be a complementary tool for e-government, where citizens not only receive information but also collaborate on its generation and influence one another’s opinion on its perceived value. This study proposes that the advent of the Internet and other related technologies has increased the role of opinion leadership, which is traditionally used to amplify social and political communications and actions through social influence mechanism. Online social influence could be classified as normative when seeking compliance, identification, or internalization or informational, which is relevant to the online environment. In the literature, social influence remarkably affects SM. However, the best way to explain the underlying processes, measure the effects, and maximize the impact of social influence is still unknown. Based on these, the present study aims to determine the critical underlying processes for the online social influence that stems from opinion leadership and leads to the adoption of m-Government. It also aims to propose a framework under the Moroccan context. The main processes considered include those that focus on enhancing the perceived value of potential users to positively affect their attitude. Closely analyzed, this global perceived value is multiform, and each form corresponds to the purpose of a separate social influence process that an opinion leader can emphasize. First, perceived usefulness could mediate the impact of social influence on adoption intention through persuasion and conformity, wherein the opinion leader could showcase the added performance obtained by the potential users in using preferred government services. Second, contextual perceived value mediates the effect of social impact through influence informational processing where the influencer emphasizes showcasing information on the convenience of any context-based services (e.g., locationbased services) on their wireless and mobile devices. Third, perceived ease of use, wherein an influencer could focus on persuasion and socialization processes to effortlessly convince potential users of target services. The proper and effective use of social media could be achieved by involving genuine online opinion leaders, such as government officials; celebrities; or even experts hired from other fields, including business or civil society, to engage in a two-way interactive platform for persuasion and discussions. This approach is likely to spread awareness among citizens about the overall perceived value of m- Government services and to enable government–target citizen interaction, which will eventually help improve the design and effective adoption of government services. The present article aims to depict how governments could inform and serve people while marketing its offerings and influencing the citizens’ engagement toward the adoption of m-Government services through social media. An attempt is made to study how the different governments worldwide are using the social media platform in their governing models to promote the adoption of m-Government services. A conceptual framework is proposed by extending the mobile service acceptance model based on the critical review findings. Finally, this study calls for further research on m-Government adoption, considering the role of influencer marketing. This study culminates by providing practical, theoretical, and policy implications of the findings.

코로나 19로 인한 온라인 교육이 교육서비스 가치와 전공만족에 미치는 영향 : 2년제 항공서비스학과를 중심으로

나소정 ( Na So-jung ) 한국관광산업학회 2020 Tourism Research Vol.45 No.4

코로나 19는 대학교육도 빠르게 변화시키고 있으며, 그 변화의 중심에는 온라인 교육의 역할이 크다고 할 수 있다. 이제 온라인 수업은 과거의 대면수업을 보조하는 수단이 아닌 교육의 중심이 된 것이다. 그러므로 본 연구에서는 코로나 19 이후 대면수업을 보조하는 역할이 아닌 대면수업을 대체하고 대학교육의 중심이 된 온라인 교육에 대해 살펴보고자 한다. 이를 위해 온라인 교육서비스품질이 교육서비스 가치에 유의한 영향을 미치는지를 조사하고, 교육서비스 가치는 학생들의 전공만족에 유의한 영향을 미치는지 검증하고자 한다. 그리고 온라인 교육서비스품질과 전공만족 간의 영향관계도 조사하고자 한다. 여기에 추가적으로 온라인 교육서비스품질과 전공만족의 관계에서 교육서비스 가치의 매개효과를 검증하고자 한다. 이를 위해 본 연구에서는 서울, 경기의 수도권 지역에 위치한 대학의2년제 항공서비스학과 학생들을 대상으로 온라인 설문을 통해 조사하였다. 조사는 편의표본추출방식으로 시행하였으며 수집된 설문지는 총241부였다. 이 중 불성실 응답 25부를 제외한 216부를 분석에 사용하였다. 가설검증을 위해 요인분석, 회귀분석, 매개효과 검증이 시행되었으며, 검증 결과는 다음과 같다. 먼저 온라인 교육서비스품질 구성요소 중 유형성, 신뢰성, 확신성이 교육서비스 가치에 유의한 영향을 미친다는 사실을 도출하였다. 그리고 교육서비스 가치는 전공만족에 유의한 영향을 미치며, 온라인 교육서비스품질의 구성요소 모두가 전공만족에 유의한 영향을 미치고 있다는 사실도 밝혀냈.다 매개효과 검증에서는 온라인 교육서비스품질 구성요소 중 신뢰성, 확신성과 전공만족 간의 관계에서 교육서비스 가치가 부분매개효과를 보인다는 사실도 확인하였다. Covid-19 is rapidly changing university education, and the role of online education is important at the center of the change. Now online classes have become the center of education, not the means of assisting face-to-face classes in the past. Therefore, in this study, we would like to look at online education, which replaced face-to-face classes and became the center of university education, rather than the role of assisting face-to-face classes after Covid-19. To this end, we will investigate whether the quality of online education services significantly affects the value of educational services and verify that the value of educational services significantly affects students' satisfaction with majors. Also, I would like to investigate the impact relationship between quality of online education service and satisfaction of major. In addition, we would like to verify the mediated effectiveness of the value of education services in the relationship between online education service quality and major satisfaction. To that end, the study conducted an online survey of students who major in airline service at colleges located in Seoul and Gyeonggi Province. The survey was conducted by convenient sampling, and the total number of questionnaires collected was 241. Of these, 216 were used for analysis, excluding 25 unfaithful responses. Factor analysis, regression analysis, and mediated effectiveness verification were performed for hypothesis testing, and the results of the verification were as follows: First, it was derived that among the online educational service quality components, materiality, reliability, and confidence have a significant impact on the value of educational services. We also found that the value of educational services has a significant impact on major satisfaction, and that all the components of online educational service quality have a significant impact on major satisfaction. The mediation effects also confirmed that the value of educational service among online educational service quality components showed a partial mediation effect in the relationship between reliability, confidence and major satisfaction.