Browse > Article

Applying Ubi-SERVQUAL to Assessing the Quality of Ubiquitous Service Scenarios  

Kwon, Oh-Byung (경희대학교 국제경영학부)
Kim, Ji-Hoon (경희대학교 국제경영학부)
Publication Information
Journal of the Korean Operations Research and Management Science Society / v.32, no.1, 2007 , pp. 1-13 More about this Journal
Abstract
Nowadays, ubiquitous computing services begin to be suggested from a few domains such as supply chain, logistics, and location-based services. However, to what extent the services will be successful is hard to be estimated, mainly because a sophisticated service evaluation method focusing on the ubiquitous computing perspective has not been supplied. Hence, this paper alms to build a model to assess the quality of ubiquitous computing service. To do so, an amended model, Ubi-SERVQUAL, is applied to assess the service quality mentioned in ubiquitous computing scenarios. According to the Ubi-SERVQUAL, we found that an actual service with higher quality should consider reliability. responsiveness, assurance and empathy in order to increase customer satisfaction, computer system's intimacy with users and trust.
Keywords
Ubiquitous Computing; Ubiquitous Computing Technology Service; SERVQUAL; Reliability; Responsiveness; Assurance; Empathy;
Citations & Related Records
연도 인용수 순위
  • Reference
1 Abowd, G.D. and E.D. Mynatt, 'Charting Past, Present, and Future Research in Ubiquitous Computing,' ACM Transactions on Computer-Human Interaction, Vol.7, No.1 (2000), pp.29-58   DOI   ScienceOn
2 Carman, J.M., 'Consumer Perceptions of Service Quality: An assessment of the SERVQUAL dimensions,' Journal of Retailing, Vol.66, No.1(1990), pp.33-55
3 Kaynama, S.A. and C.I. Black, 'A proposal to Assess the Service Quality of Online Travel Agencies: An Exploratory Study,' Journal of Professional Services Marketing, Vol.21, No.1(2000), pp.63-88   DOI
4 Lyytinen, K. and Y. Yoo, 'Issues and Challenges in Ubiquitous Computing,' Communications of the ACM, Vol.45, No.12(2002), pp.63-65
5 Mankoff, J., A. Dey, G. Hsieh, J. Kientz, S. Lederer, and M. Ames, 'Heuristic Evaluation of Ambient Displays,' Proc. Conf. Human Factors in Computing Sys., ACM Press, (2003), pp.169-176
6 Parasuraman, A. and VA Zeithaml, 'Alternative Scales for Measuring Service Quality : A Comparative Assessment Based on Psychometric,' Journal of Retailing, Vol.70, No.3(1994), pp.201-230   DOI   ScienceOn
7 Scholtz, J. and S. Consolvo, 'Toward a Framework for Evaluating Ubiquitous Computing Applications,' Pervasive Computing, Vol.3, No.2(2004), pp.82-89
8 Watson, R.T., L.F. Pitt, and C.B. Kavan, 'Measuring Information Systems Service Quality : Lessons From Two Longitudinal Case Studies,' MIS Quarterly, Vol.22, No. 1(1998), pp.61-79   DOI   ScienceOn
9 Pitt, L.F., R.T. Watson, and C.B. Kavan, 'Service Quality : A Measure of Information Systems Effectiveness,' MIS Quarterly Vol. 19, No.2(1995), pp.173-187   DOI   ScienceOn
10 Want, R., T. Pering, and D. Tennenhouse, 'Comparing Autonomic & Proactive Computing,' IBM Systems Journal, Q3, 2002
11 Cronin, J.J. and S.A. Taylor, 'Measuring Service Quality: A Reexamination and Extension,' Journal of Marketing, Vol.56 No.3 (1992), pp.55-68
12 Norman, R., Service Management: Strategy and Leadership in Service Organisations, John Wiley & Sons Ltd, Chichester, 1984
13 Bellotti, V., M. Back, W.K. Edwards, R.E. Grinter, A Henderson, and C. Lopes, 'Making Sense of Sensing Systems: Five Questions for Designers and Researchers,' Proceedings of Conference. Human Factors in Computing Sys; ACM Press, (2002), pp.415-422
14 Kettinger, W.J. and C.C. Lee, 'Perceived Service Quality and User Satisfaction with the Information Services Function,' Decision Sciences, Vol.25, No.6(1994), pp.737-766   DOI   ScienceOn
15 Jiang, J.J., G. Klein, and C.L. Carr, 'Measuring Information System Service Quality : SERVQUAL from the Other Side,' MIS Quarterly, Vol.26, No.2(2002), pp.145-166   DOI   ScienceOn
16 Kettinger, W.J. and C.C. Lee, 'Pragmatic Perspectives on the Measurement of Information Systems Service Quality,' MIS Quarterly, Vol.21, No.2(1997), pp.223-240   DOI   ScienceOn
17 Abowd, D., 'Software Engineering Issues for Ubiquitous Computing,' Proceedings of the 21st International Conference on Software engineering, (1999), pp.75-84
18 Bhattacherjee, A., 'Understanding Information Systems Continuance: An Expectation-Confirmation Model,' MIS Quarterly, Vol. 25, No.3(2001), pp.351-370   DOI   ScienceOn
19 Loiacono, E.T., R.T. Watson, and D.L.Goodhue, 'WebQual: A Website Quality Instrument,' Working Paper 2000-126-0, University of Georgia, 2000
20 Weiser, M., 'The Computer for the 21st Century,' Scientific American, Vol.265, No. 30(1991), pp.94-104
21 Parasuraman, A., V.A. Zeithaml, and L.L. Berry, 'A Conceptual Model of Service Quality and Its Implications for Future Research,' Journal of Marketing, Vol.49, No.1(1985), pp.41-50
22 Nitecki, D.A., 'An Assessment of the Applicability of SERVQUAL Dimensions as Customer-Based Criteria for Evaluating Quality of Services in an Academic Library,' Doctoral dissertation, Dissertation Abstracts International, University of Maryland, (1995), 56/08- A, 2918
23 Cronin, J.J. and S.A. Taylor, 'SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurements of Service Quality,' Journal of Marketing, Vol.58, No.1(1994), pp.125-131
24 Riekki, J., P. Isomursu, and M. Isomursu, 'Evaluating the Calmness of Ubiquitous Applications,' Proceedings of Production Focused Software Process Improvement: 5th International Conference, PROFES 2004, Kansai Science City, Japan, April 5-8, 2004
25 Kwon, O. and J. Kim, 'A Methodology of Assessing the Quality of Ubiquitous Computing Services,' Journal of Management & International Studies, Vol.12, No.1(2006), pp.41-60
26 Oliver, R.L., 'A Cognitive Model for the Antecedents and Consequences of Satisfaction,' Journal of Marketing Research, Vol. 17(1980), pp.460-469   DOI   ScienceOn
27 Friedman, B., P.H. Kahn Jr., and A. Borning, 'Value Sensitive Design: Theory and Methods,' tech report 02-12-01, Univ. Washington, Dec. 2001
28 Babakus, E. and G.W. Boller, 'An empirical assessment of the SERVQUAL scale,' Journal of Business Research, Vol.24, No.3(2002), pp.253-268   DOI   ScienceOn
29 Parasuraman, A., L.L. Berry, and V.A. Zeithaml, 'SERVQUAL : A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality,' Journal of Retailing, Vol.64, No.1(1988), pp.12-40
30 Gronroos, C., 'A Service Quality Model and Its Marketing Implications,' European Journal of Marketing, Vol.18(1984), pp.36-44   DOI