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.

PB상품에 대한 소비자의 지각특성이 관계지속의도에 미치는 영향

임채관(Chaekwan Lim) 한국유통학회 2012 流通硏究 Vol.17 No.5

본 연구는 대형할인점의 PB(Private Brand)상품에 대한 소비자의 지각특성과 관계지속의도 간의 영향관계를 규명하는 것으로서 설문조사에 의한 실증적 연구를 토대로 하였다. 실증적 연구를 위해 선행연구를 바탕으로 하여 PB상품에 대해 소비자가 지각하는 특성으로서의 지각품질, 점포이미지, 브랜드이미지, 지각가치 등의 요인을 도출하고 이들 선행요인이 PB상품의 브랜드신뢰와 브랜드자산을 매개로 하여 관계지속의도에 어떠한 영향을 미치는가를 구조적으로 규명하고자 하였다. 실증적 연구를 위한 설문조사는 2012년 1월부터 2012년 5월 말까지 경기 및 부산지역의 소비자를 대상으로 실시하였다. 설문은 전체 300부를 배부하여 253부(84.3%)를 회수하였으며, 그 중 응답이 누락되었거나 불성실한 설문을 제외한 245부(81.6%)를 유효 표본으로 최종분석에 활용하였다. 연구결과 PB상품에 대한 선택속성으로서의 지각품질, 브랜드이미지 및 지각가치는 브랜드신뢰 및 브랜드자산에 유의적인 정(+)의 영향을 미치는 것으로 나타났으며, 나아가 이들 브랜드신뢰와 브랜드자산은 관계지속의도에 유의적인 정(+)의 영향을 미치는 것으로 나타났다. 그러나 PB상품을 판매하는 할인점의 점포이미지는 브랜드신뢰에는 정(+)의 영향을 미치지만 브랜드자산에는 유의적인 영향을 미치지 않는 것으로 분석되었다. 즉, 전반적으로 PB상품에 대해 소비자가 지각하는 품질, 점포이미지, 브랜드이미지 및 지각가치와 관계지속의도간의 관계에서 브랜드신뢰 및 브랜드자산 요인이 이들 관계를 매개하고 있음을 구조적으로 확인할 수 있었다. 이러한 연구결과를 바탕으로 볼 때 PB상품에 대한 소비자의 관계지속의도를 극대화하고 재구매를 지속적으로 유도하기 위해서는 PB상품의 품질향상, 브랜드이미지 개선 및 브랜드가치를 향상시키는 기본적 노력 위에 PB상품의 브랜드에 대한 신뢰와 자산가치를 극대화시키는 전략적 접근이 요구된다고 할 수 있다. Introduction The purpose of this study was to examine the relationship between perceptual characteristics of consumers and intent of relational continuance for PB(Private Brand) products in discount stores. This study was conducted as an empirical study based on survey. For the empirical study, factors of PB products as characteristics perceived by consumers such as perceived quality, store image, brand image and perceived value were deduced from preceding studies. The effect of such factors on intent of relational continuance mediated by brand trust and brand equity of PB products was structurally examined. Research Model Based on theory analysis and hypotheses, constructed a Structural Equation Model(SEM). The research model is shown in Figure 1. <Figure 1> Research Model (그림은 원문 참조) Research Method This paper is based on s qualitative study of selected literature and empirical data. The survey for empirical study was carried out on consumers in Gyeonggi and Busan between January 2012 and May 2012. 300 surveys were distributed and 253 (84.3%) of them were returned. After excluding omissions and insincere responses, 245 surveys (81.6%) were used for final analysis as effective samples. Result First of all, the Reliability was carried out for instrument used. The lower limit of 0.7 for Cronbach’s Alpha as suggested by Hair et al. (1998). And Construct validity was established by carrying out exploratory factor analysis by Varimax rotation for all. Four factor result for the consumer’s perceptual characteristics of PB Products, two mediating factors and one dependent factor. All constructs included in research framework have acceptable validity and reliability. Table 1 shows the factor loading, eigen value, explained variance and Cronbach’s alpha for each factor. <Table 1> Result of Reliability and Validity Analysis for Measurements (표 내용은 원문 참조) In order to assure validity of constructs, I implemented Confirmatory Factor Analysis (CFA) , using AMOS 20.0. In confirmatory factor analysis, researcher can take control over the specification of indicators for each factor by hypothesizing that a specific factor is loaded with the relevant indicators. Moreover, CFA is particularly useful in the validation of scale for the measurement of specific construct. CFA result summarized. Table 2 shows that the fit measures of all constructs fulfill the recommended level and loadings are significant. <Table 2> Result of Confirmatory Factor Analysis (final) (표 내용은 원문 참조) To test causal relationship between constructs in the research model, used AMOS 20.0 that provides a graphic module as method for analysing Structural Equation Modeling. The result of hypothesis test is shown in Table 3. <Table 3> Result of Hypothesis Test (표 내용은 원문 참조) As a result of empirical study, perceived quality, brand image and perceived value as selected attributes for PB products showed significantly positive (+) effect on brand trust and brand equity. Furthermore, brand trust and brand equity showed significantly positive ( +) effect on intent of relational continuance. However, store image of discount stores selling the PB products was analyzed to have positive (+) effect on brand trust and no significant effect on brand equity. Discussion Based on the results of this study, the relationship between overall quality, store image, brand image and value perceived by consumers about PB products and intent of relational continuance was structurally verified as being mediated by brand trust and brand equity. Looking at the results, a strategic approach that maximizes brand trust and equity value for PB products by large discount stores is required on top of basic efforts to improve quality, brand image and value of PB products in order to maximize consumer’s intent of relational continuance and to continuously attract repeated

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.

국제회의의 경제적 파급효과 분석

임채관(Lim, Chad Khan) 한국서비스경영학회 2007 한국서비스경영학회 학술대회 Vol.2007 No.5

지역산업연관분석에 의한 국제회의의 경제적 파급효과 분석

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

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.

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.

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.

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