IE interfaces (산업공학)

Korean Institute of Industrial Engineers (대한산업공학회)
권호 표지

Empirical Analysis of Relationship between Internet Communication Network Quality Characteristics and Customer Satisfaction using Regression Variable Selection Procedures

회귀변수 선택절차를 이용한 인터넷통신 네트워크 품질특성과 고객만족도의 관계 실증분석

  • 박성민 (천안대학교 경상학부) ;
  • 박영준 (한국전자통신연구원 통신경영연구팀)
  • Received : 2005.02.04
  • Accepted : 2005.05.01
  • Published : 2005.09.30
Download PDF
⟨ Previous Next ⟩

Abstract

Customer satisfaction becomes one of the important managerial concerns associated with corporate competency in current competitive environment for Internet communication service companies. Hence, it is demanding to improve a company's customer satisfaction through the total quality management perspective. In practice, engineers as well as the management hope to find major quality characteristics with Internet communication network that is closely related to customer satisfaction, consequently aiming to the raise of their company's customer satisfaction. This paper presents an empirical relationship analysis between network quality characteristics and customer satisfaction on Internet communication. Methodologically, the relationship analysis framework is based on the regression variable selection procedures. In this framework, it is implemented that; 1) iterative model building; and 2) consistent criteria application to statistical tests for selecting significant variables. A case study shows that; 1) the customer satisfaction on the network connection seems to be more closely related to the network quality characteristics compared with the customer satisfaction on the network speed; and 2) the download disconnection rate has relatively evident relationship with the customer satisfaction on the network connection.

Keywords

References

  1. Ahn, H., Cho, J. and YUill, B .(1999), Evaluation Methods for Quality of Service in Telecommunications, IE Interfaces, 12(4),496-505
  2. Cho, K., Jang, H., Lim, S. and Kim, Y. (2002), Quality of Service and Network Performance for the IMT-2000 Services, IE Interfaces, 15(3),256-262
  3. Chong, I. and Jun, C. (2002), A Prediction Method Combining Clustering Method and Stepwise Regression, Proceedings of KORMS/KlIE 2002 Spring Conference, Korea Advanced Institute of Science and Technology, Daejeon, Korea, May, 05.1949-952
  4. Kim, T. (999), Management of Telecommunication Service Quality and Process, Proceedings of KORMS 1999 Fall Conference, Seoul National University of Technology, Seoul, Korea, October, A6.3 57-58
  5. Kim, Y, Park, S., Park, Y., Seo, Y, You, H. and Lee, 0.(2004), Quality Management, 3rd edn, Parkyoungsa, Seoul
  6. Lee, S. and Kim, T. (2000), An Effective Framework for Integrating Quality of Service Parameters Into the Customer Satisfaction Index, Proceedings of KIIE/KORMS 2000 Spring Conference, Kyungnam University, Masan, Korea, April, A4.6 86-89
  7. $Minitab ^{R}$ Release 14.1 StatGuide (2003), Minitab Inc
  8. Montgomery, D. C, Peck, E. A. and Vining, G. G. (2001), Introduction to Linear Regression Analysis, 3rd edn, Wiley, New York
  9. Monrgornery, D. C and Runger, G. C. (1999), Applied Statistus and Probahility for Engineers, 2nd edn, Wiley, New York
  10. Park, S., Eum, K. and Lee, Y. (2004), A Study on the Relationship Between Internet Communication Network Quality Characteristics and Customer Satisfaction, Technical Report, Electronics and Telecommunication Research Institute
  11. Park, S., Park, J. and Lee, C. (2001), A Study on the User-Centered Quality Index for the High-Speed Internet Service, Proceedings of KORMS/KIIE 2001 Spring Conference, Kwandong University, Kangneung, Korea, April, Q42 962-965
  12. Patterson, O. D., Dong, X., Khargonekar, P. P. and Nair, V. N. (2003), Merhodology for Feedback Variable Selection for Control of Semiconductor Manufacturing Processes-Part 1: Analytical and Simulation Results, IEEE Transactions on Semiconductor Manufacturing, 16(4), 575-587 https://doi.org/10.1109/TSM.2003.818984
  13. So., H. and Sohn., S .(2001), SEM for the Analysis of Customer Satisfaction for Wireless Internet Service, IE Interfaces, 14(2), 182-189
  14. Yoon, J., Seo, H. and Lim, C. (2003), A Study on Customer Satisfaction Evaluation Framework for Mobile Services, Proceedings of KORMS/KIIE 2003 Spring Conference, Handong Global Universiry, Pohang, Korea, May, A8.5 169-173
  15. Y oun, J. (1999), An Empirical Study on the Customer Satisfaction of Mobile Telecommunication Services with CVA(Customer Value Added) Concept, IE Interfaces, 12(4),487-495