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A Study on the Measurement of Service Quality in High-Speed Internet Access Service: Scale Development and Effect Analysis  

조호현 (부산외국어대학교 경영학부)
홍성태 (상명대학교 국제통상학과)
Publication Information
Journal of Korean Society for Quality Management / v.30, no.2, 2002 , pp. 160-180 More about this Journal
Abstract
This is an exploratory research to examine the high-speed Internet access service's quality There are relatively scanty studies on telecommunication service quality such as the high-speed Internet access service. It has long been considered that service qualify are composed of process quality and outcome quality. Conducting an empirical research, we proposed that traditional outcome quality should be segmented with technical quality and outcome quality. Outcome quality is related to meeting consumer's needs to seek terminal value. In this paper, we explore to diagnose the well-known SERVQUAL's applicability to telecommunication industry and suggest some strategic and practical implications.
Keywords
service quality; process quality; outcome quality; high-speed Internet access service; QoS(quality of service); SERVQUAL;
Citations & Related Records
Times Cited By KSCI : 2  (Citation Analysis)
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