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Purpose — The purpose of the paper is to distinguish features of m-commerce from those of e-commerce and identify factors to influence customer satisfaction (m-satisfaction) and loyalty (m-loyalty) in m-commerce by empirically-based case study. Design/methodology/approach — First, based on previous literature, the paper builds sets of customer satisfaction factors for both e-commerce and m-commerce. Second, features of m-commerce are identified by comparing it with current e-commerce through decision tree (DT). Third, with the derived factors from DT, significant factors and relationships among the factors, m-satisfaction and m-loyalty are examined by m-satisfaction model employing structural equation model. Findings — The paper finds that m-commerce is partially similar in factors like "transaction process" and "customization" which lead customer satisfaction after connecting an m-commerce site, but it has unique aspects of "content reliability", "availability", and "perceived price level of mobile Internet (m-Internet)" which build customer's intention to the m-commerce site. Through the m-satisfaction model, "content reliability", and "transaction process" are proven to be significantly influential factors to m-satisfaction and m-loyalty. Research implications/limitations — The paper can be a meaningful step to provide empirical analysis and evaluation based on questionnaire survey targeting actual users. The research is based on a case study on digital music transaction, which is indicative, rather than general. Practical implications — The paper meets the needs to focus on customer under the fiercer competition in Korean m-commerce market. It can guide those who want to initiate, move or broaden their business to m-commerce from e-commerce. Originality/value — The paper develops a revised ACSI model to identify individual critical factors and the degree of effect. [ABSTRACT FROM AUTHOR]

Purpose - The key purpose of the present research is to learn whether businesses use web site metrics to support business strategies and how web site metrics used differ by web site categories. Design/methodology/approach - A combination of a preliminary telephone survey and an e-mail questionnaire survey was used to gather data. Potential respondents were contacted by phone to find firms measuring web site success. An e-mail survey was conducted to learn how metrics were used to measure the success of a corporate web site. Responses were examined to study not only purposes and net benefits of measurement but also metrics measured. Findings - Findings of the study indicated that a majority of businesses which took part in this survey were using the metrics more for operational than for strategic purposes. This observation is to some extent consistent with the normative view highlighted by the literature that organizations should measure how successfully their web sites support business objectives and, therefore, the web metrics to measure web site success should differ by web site categories. Research limitations/implications - This explorative research is not based on a large sample, thereby limiting its academic contribution. Since the data analysis is over eight web site categories, future research will need to employ a sample large enough to eliminate any potential bias. Practical implications - A key managerial implication is that businesses need to measure the success of their web site using web metrics tied to their business objectives, if they want their web site to effectively support business strategies. Originality/value- This paper is the first attempt to explore the way that Internet-dependent businesses measure the success of their web site via web metrics, for the purpose not only of observing some patterns between web metrics measured and site categories, but also of examining whether metrics were used for strategic or merely for operational purposes. [ABSTRACT FROM AUTHOR]

Purpose - The increasing number of M-internet subscribers and the fast growing revenue proves the great potential of M-internet as well as the enormous business opportunity in Korea. The success in this business is dependent on understanding the concerns of customers and identifying the factors that promote the use of M-internet. Thus, this paper aims to examine the human motivations underlying individual behavioral intention to use M-internet in Korea. Design/methodology/approach - Employs TAM (technology acceptance model) as the base model and develops a more comprehensive version of TAM to better reflect M-internet context. The model employs perceived playfulness, contents quality, system quality, internet experience and perceived price level, in addition to perceived usefulness and ease of use. Investigates the causal relationships among the constructs used in this revised TAM and identifies the direct and indirect causal role of the constructs in developing the intention to use M-internet. Findings - Finds that attitude toward M-internet is the most significant factor in predicting the behavioral intention to use M-internet. Also identifies the positive role of the perceived playfulness and the negative role of perceived price level in developing the attitude as well as the intention. The positive causal relationships of "perceived contents quality - perceived usefulness", "perceived system quality- perceived usefulness" and "internet experience-perceived ease of use" were also witnessed. Practical implications - Considering the explosive growth of the M-internet market, well-established business strategy in M-internet will deliver great success to the mobile operators. Thus, understanding comprehensive causal relationship among the constructs used in this revised TAM would help managers to better implement the strategic ramifications in promoting M-internet. Originality/value - Develops a more comprehensive version of TAM to better reflect M-internet context in Korea, adding five new constructs and identifies the role of the construct in promoting the use of M-internet. [ABSTRACT FROM AUTHOR]

Purpose – Horizontal mega portals power the Internet by guiding millions of users who wish to communicate, search, shop, and perform a multitude of other tasks made possible via the Internet. The purpose of this study is to find which portal service functions generate satisfied users in Korea and in the USA based on the concept that mega portals developed in different countries may have different macro-level services that satisfy the portals' users. Design/methodology/approach – The survey instrument was used to capture portal service usage and overall portal satisfaction. The exploratory nature of this study lends itself to a limited hypothesis regarding the significance of mega portal macro services on user satisfaction. Partial least square analysis via PLS-Graph was used to analyze the data for the measurement model for portal satisfaction. Findings – The result of the study shows that the influential C-services factors for user satisfaction are different between Korea and the USA. User satisfaction for portal usage is significantly influenced by Content and Community in Korea and is significantly influenced by Content and Communication in the USA. But user satisfaction is not significantly influenced by Commerce and/or Coordination for either country. Originality/value – This study verifies that there are preference differences between countries. As turf battles between major Internet portals continue, any ramp up of portal services without regard for what might be a very high user audience appeal or for what might be different based on cultural differences will likely generate a disappointing outcome. [ABSTRACT FROM AUTHOR]

Investigates what types of changes have been made in Korea due to the transition to the networking environment. Internet user behavior and satisfaction; Reasons for the growth of electronic commerce; Services provided by the Internet; Common problems annoying Internet users.