부동산정보 사이트의 서비스품질, 신뢰, 고객만족 및 재이용의도의 영향관계

임채관(Chae-Kwan Lim) 한국산업정보학회 2011 한국산업정보학회논문지 Vol.16 No.2

본 연구는 부동산정보 사이트의 서비스품질, 사이트에 대한 신뢰, 고객만족 및 재이용의도 간의 관계를 구조적으로 파악하고자 하는 데에 그 목적이었다. 연구목적을 달성하기 위하여 부동산정보 사이트 이용경험이 있는 293명을 대상으로 설문조사를 실시하였다. 분석결과 부동산정보 사이트 이용자가 지각하는 서비스품질이 이용자의 신뢰와 만족도에 통계적으로 유의적인 영향을 미치며, 신뢰는 이용자의 만족도 및 재이용의도에 유의한 영향을 미치는 것으로 나타났다. 또한 부동산정보 사이트에 대한 고객만족도는 재이용의도에 유의한 영향을 미치는 것으로 나타났다. 이러한 실증분석 결과는 인터넷 부동산정보 사이트의 서비스품질이 높을수록 이용자의 높은 신뢰관계를 형성하고 이를 통해 고객만족도와 재이용의도에 긍정적인 영향을 미치고 있음을 확인한 것으로 그 의미가 있다고 할 수 있다. This study empirically examined the structural relationships among service quality of internet real estate information web-sites, trust, customer satisfaction and reuse intention. In order to achieve the purpose, survey method was applied using a sample of 293 real estate information web-site users. The results of this study showed that service quality of real estate web-sites had a significant effect on trust and customer satisfaction. And, the trust of web-sites have influenced on customer satisfaction and reuse intention. Finally, the customer satisfaction of estate information web-sites had a significant positive effect on reuse intention.

이용자 참여관점에서의 관광 쇼셜 네트워크 서비스의 수용결정요인이 지속적 이용의도에 미치는 영향

임채관(Chae-Kwan Lim) 한국산업정보학회 2014 한국산업정보학회논문지 Vol.19 No.2

본 연구는 관광 소셜네트워크서비스(SNS)의 이용자인 관광객의 관점에서 SNS 수용결정요인이 무엇인가를 파악하고, 도출된 수용결정요인이 SNS의 지속적인 이용의도에 어떠한 영향을 미치는가를 규명하고자 하는 것이다. 이를 위하여 선행연구를 바탕으로 관광 SNS의 수용결정요인을 개인적 특성(자기효능감, 사회문화적 영향, 사회적 실재감, 개인의 혁신성향), 시스템적 특성(시스템 품질, 정보품질) 및 유용성/용이성 등으로 설정하고 이러한 선행요인이 지각가치와 만족도를 매개로 하여 지속적인 이용의도에 미치는 영향관계를 구조적으로 규명하고자 하였다. 연구목적을 달성하기 위하여 부산지역에 거주하거나 부산지역을 방문하여 전시, 컨벤션, 숙박, 여행, 항공, 교통 등 관광활동과 관련하여 SNS를 이용해본 경험이 있는 250명을 대상으로 설문조사를 실시하였다. 실증적 연구 결과 관광 소셜네트워크서비스의 수용결정요인인 개인적 특성, 시스템적 특성 및 유용성/용이성 등의 요인이 지각가치에 각각 통계적으로 유의한 영향을 미치는 것으로 나타났으며, 그 중 유용성/용이성 요인, 시스템적 요인, 개인적 요인 순으로 영향을 크게 미치는 것으로 분석되었다. 또한 관광 소셜네트워크서비스 이용 과정에서의 지각된 가치는 만족도에 유의한 영향을 미치며 나아가 지속적 이용의도에 유의한 영향을 미치는 것으로 분석되었다. 따라서 이러한 연구결과를 바탕으로 볼 때 관광객 관점의 SNS 수용결정요인이 고객의 지각된 가치와 만족도에 유의한 영향을 미치며 궁극적으로 지속적인 이용의도에 영향을 미치고 있음을 확인할 수 있었다. This study is aimed at understanding the factors behind deciding to accept a social network service (SNS) from the viewpoint of tourists who are users of tourism SNS. The study also seeks to clarify the effects these deduced factors have on the intention of users to continuously use SNS. To this end, individual properties (such as self-efficacy, socio-cultural effects, social presence and people"s innovativeness), systematic properties (like system quality and information quality)and usefulness/availability were used as factors with regard to the decision to accept tourism SNS based on previous studies and efforts were made to structurally clarify the effects of such previous factors on people"s intention to continuously use SNS through perceived value and satisfaction. SNS had significant effects on satisfaction and, furthermore, significantly affected tourists" intention to continuously use it. Based on such study results, factors behind deciding to accept SNS from the viewpoint of tourists affected customers" perceived value and satisfaction and ultimately affected their intention to continuously use SNS. To achieve the purpose of the study, a survey was conducted on about 250 Busan residents who had used SNS in relation to tourist activities, such as exhibitions, conventions, accommodation, trips, aviation service and transportation. According to an empirical study, factors behind deciding to accept tourism SNS, including individual properties, systematic properties and usefulness/availability had statistically significant effects on perceived value. The usefulness/availability factor had the largest influence, in particular, followed by the systematic factor and individual factor. The value perceived in the process of using tourism SNS had significant effects on satisfaction and, furthermore, significantly affected tourists" intention to continuously use it. Based on such study results, factors behind deciding to accept SNS from the viewpoint of tourists affected customers" perceived value and satisfaction and ultimately affected their intention to continuously use SNS.

지역산업연관분석에 의한 국제회의의 경제적 파급효과 분석

임채관(Lim, Chae Kwan),정성호(Cheong, Seong Ho) 한국서비스경영학회 2008 서비스경영학회지 Vol.9 No.1

서비스업의 창업자 지식, 인적 네트워크가 경영성과에 미치는 영향

임채관(Chae Kwan Lim),허범영(Beum Young Huh),이정실(Joung Sil Lee) 한국서비스경영학회 2013 서비스경영학회지 Vol.14 No.5

This study is to analyze the relationship between the entrepreneur`s knowledge and the business performance, and between the human network and the business performance. And, it will also analyse whether the environment characteristics moderate the relationship between the entrepreneur`s knowledge and the business performance, and the human network and the business performance. To test each measures` predictive utility in this context with SPSS. Sampling in this study is limited to the small business entrepreneurs in Busan. The response numbered 160 cases in all. Data were analyzed by frequency, factor analysis, and regression analysis. As a result, the entrepreneur`s knowledge and human network are a major influence on the business performance. Also, the environment characteristics are moderate between the entrepreneur`s knowledge and the business performance, and between the human network and the business performance.

다구찌 방법을 이용한 서비스품질 측정에 관한 연구

임채관(Lim, Chae Kwan),박병권(Park, Byung K.),이상식(Lee, Sang Shik) 한국서비스경영학회 2000 서비스경영학회지 Vol.1 No.-

호텔정보시스템 품질이 사용자 만족과 업무생산성에 미치는 영향

임채관(Chae-Kwan Lim),이준호(Jun-Ho Lee) 한국산업정보학회 2005 한국산업정보학회논문지 Vol.10 No.1

AHP를 이용한 CRM 성공요인의 우선순위 분석

임채관(Lim, Chae Kwan),이정실(Lee, Jung Sil) 한국서비스경영학회 2007 서비스경영학회지 Vol.8 No.1

기능성 화장품의 IMC 활동과 브랜드 이미지가 고객 만족 및 고객 애호도에 미치는 영향

임채관 ( Chae Kwan Lim ),정성호 ( Seong Ho Cheong ) 한국PR학회 2010 PR연구 Vol.14 No.3

This study aims to find out structural relations among IMC(Integrated marketing communication) activities, brand image, customer satisfaction and customer loyalty of functional cosmetics and to deduce implications on the IMC strategy of functional cosmetics by investigating on how these properties show differences between countries. A questionnaire targeting users of functional cosmetics of 500 Koreans, 170 Chineses and 150 Japaneses was carried out to achieve this research purpose, and the IMC strategy of Korea, China and Japan was compared through an empirical analysis method based on the questionnaire results. The results of this study is as follows. First, in case of Korea, the IMC activities of functional cosmetics have positive influence on a brand image, and the IMC activities and the brand image have positive influence on customer satisfaction, so it could be confirmed that a positive influence relationship is formed in customer loyalty. Second, in case of China and Japan, it was analyzed that the IMC activities have positive influence on a brand image, and further, the brand image have positive influence on customer satisfaction and loyalty, but it couldn`t be discovered that there is a significant relationship in the influence relationship that the IMC activities directly have influence on customer satisfaction. If the IMC strategy of functional cosmetics is compared according to a country based on the above research results, it is as follows. First, in case of Korea, it appeared that giving priority to the order of PR>PS> AD is desirable in the IMC activities, and it appeared that the strategy for strengthening an image is necessary in the order of originality>sophistication> future orientation in the brand image. Second, in case of China, it appeared that giving priority to the order of AD>SP>DM is desirable in the IMC activities, and it appeared that the effort for strengthening an image is necessary in the order of vitality> originality>familiarity in the brand image. Third, in case of Korea, it appeared that giving priority to the order of Event>DM>AD is desirable in the IMC activities, and it appeared that the strategy for strengthening an image is necessary in the order of sophistication> vitality>attractiveness in the brand image.

여성창업자의 창업특성이 창업성과에 미치는 영향에 관한 연구

임채관(Lim, Chae Kwan),김향란(Kim, Hyang Ran) 실천경영학회 2009 실천경영연구 Vol.3 No.1

The purposes of this study were to investigate the relationship between entrepreneurs' characteristics and performance in women-owned business. To achieve this research purpose, the sample were women entrepreneur. The Self administered questionnaire papers were used with female CEO who entrepreneur from May 1 to October 31 in 2006. For this study, 201 papers collected and 194 was used for this study statistics. The results of this study were as follows: First, women entrepreneurs' psychological characteristics(control position, achievement and self-reliance factors) influenced on performance. Second, woven entrepreneurs' managerial characteristics(capital control, technology and human resource, marketing and consultation factors) significantly influenced on performance. Third, women entrepreneurs' difficulties of start-up business(discrimination against women, managemental weakness and administrative support factors) significantly influenced on performance.

한국,중국,베트남 이동통신 이용자의 IMC 요인 인식 차이와 해외진출 전략에 관한 연구

임채관 ( Chae Kwan Lim ),김채환 ( Chae Hwan Kim ),정성호 ( Seong Ho Cheong ),유승관 ( Seung Kwan Ryu ) 한국PR학회 2009 PR연구 Vol.13 No.1

This study aimed to investigate the structural relationship and difference of IMC(integrated marketing communication) factors, corporate image, brand image, service quality, and customers` satisfaction of Korean, Chinese and Vietnamese mobile telecommunication users. In doing so, this paper suggested reasonable IMC strategies and oversea markets. This study conducted survey for each mobile telecommunication users: Koreans(303), Chinese(244), and Vietnamese(179). Based on this survey, this study employed empirical analysis and proposed comprehensive IMC strategies, which are suitable for each countries. As a result, IMC factors have positively impacted on corporate and brand image, and so good corporate and brand image have a positive influence on service quality and ultimately customers` satisfaction for Korean mobile telecommunication users. However, this study found out that brand image and service quality were not statistically significant for Chines and Vietnamese users.