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A Longitudinal Study on e-Service Quality Dimension to Each Period of Korea Wave for Rediffusion in Southeast Asia using QFD

QFD를 이용한 동남아시아 한류재확산을 위한 e-서비스 품질차원의 한류시점별 종단분석 연구

  • 장보권 (부산여자대학교 여성문화학부 금융고객서비스과) ;
  • 박기남 (동의대학교 e비즈니스학과)
  • Received : 2015.12.01
  • Accepted : 2015.12.28
  • Published : 2015.12.31

Abstract

Since the late 1990s, the Korea wave has been very big issue among Asian nations. It has been increased in some regions including Russia, East Europe, South America but it has been decreased in some regions including Southeast Asia, Japan and China. The stream of Korea wave has been changed until now. We need a study considering on the time period of Korea wave. So this paper shows several implications from some changes by each time period of Korea wave for Southeast Asia cultural regions. In order to achieve objectives of the paper, we collected and classified 2511 requirements from bulletin board systems and e-mails. It shows how to improve e-service quality and to enhance nation brand utilizing types of requirements of Southeast Asia cultural regions and by the time period of Korea wave using QFD methodology. These implications are applied to design a tourism website for Southeast Asia cultural region.

1990년대 후반 이래로 한류는 아시아 국가들 사이에 큰 이슈였다. 러시아, 동유럽, 남아메리카를 포함한 어떤 지역에서는 확산되지만 동남아시아, 중국, 일본을 포함한 다른 지역에서는 쇠퇴해왔다. 이처럼 한류의 흐름은 지금까지 크게 변화해왔다. 따라서 한류를 시점별로 특성의 차이를 연구할 필요가 있다. 본 연구는 동남아시아의 한류시점별 특성의 변화로부터 몇 가지 시사점을 보여주고자 한다. 이러한 목적을 달성하기 위하여 본 연구는 게시판과 이메일을 통하여 2511건의 요구사항을 분류하고 분석하였다. 본 연구는 QFD 방법론을 통하여 동남아 문화권의 요구사항을 활용하고 한류시점별로 국가브랜드를 강화하면서 e-서비스품질을 개선하는 방법을 제시한다. 논문의 시사점은 웹사이트를 설계할 때 활용될 수 있다.

Keywords

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