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Developing End-User Oriented Quality Dimensions for BcN Service  

Eun, Hyun-Ji (SK텔레콤 경영경제연구소 SK 경영경제연구소)
Kim, Seong-Cheol (한국정보통신대학교 경영학부)
Publication Information
Korean Management Science Review / v.23, no.3, 2006 , pp. 119-132 More about this Journal
Abstract
Since the guaranteed service quality(QoS) is spotlighted as a strategic competitive tool to Broadband Convergence Network(BcN) service providers, many scholars have dealt with QoS issues in the BcN environment. However, just a few researchers focus on end-users and most are lean toward service providers or technology itself. In this paper, therefore, we investigated how end-users could measure service quality in the BcN environment, and moreover, proposed the end-user oriented measurement guideline for BcN QoS. Through literature review and two surveys, four QoS dimensions and nineteen measurement items were derived from end-user's perspective. proposed QoS dimension and items would be utilized as meaningful tools for future BcN service.
Keywords
Broadband Convergence Network(BcN); Service Quality(QoS); End-user; Quality Dimension;
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