Browse > Article
http://dx.doi.org/10.7469/JKSQM.2019.47.4.837

A Study on Major Characteristic Analysis and Quality Evaluation Attributes of Artificial Intelligence Service  

Baek, Chang Hwa (Dept. of Industrial Engineering, Daejin University)
Lim, Sung Uk (Dept. of Industrial Engineering, Daejin University)
Choe, Jae Ho (Dept. of Industrial Engineering, Daejin University)
Publication Information
Journal of Korean Society for Quality Management / v.47, no.4, 2019 , pp. 837-846 More about this Journal
Abstract
Purpose: The purpose of this study is to define various concepts, features, and scopes by examining various previous studies on AI services that are completely different from existing services. It also examines the limitations of existing service quality evaluation methods and studies the characteristics by combining them with various cases of new AI services. And this is to derive and propose quality evaluation attributes of AI service. Methods: The concept and characteristics of artificial intelligence were derived through research and analysis of various previous studies related to artificial intelligence. The key characteristics and quality evaluation items were derived through the KJ method and matching based on the keywords and characteristics derived from previous studies and various cases. Results: Based on the review of various previous studies on the quality of artificial intelligence services, this study presents the main characteristics and quality evaluation items of new artificial intelligence services, which are completely different from existing service quality evaluations. Conclusion: The quality measurement model of AI service is very useful when planning and developing AI-based new products or services because it can accurately evaluate the requirements of consumers using the services of the new AI era. In addition, consumers can be recommended a customized service according to the situation or taste, and can be provided with a customized service based on this.
Keywords
Artificial Intelligence Services; Main Characteristics of Artificial Intelligence Service; Quality Evaluation Model of Artificial Intelligence Service;
Citations & Related Records
연도 인용수 순위
  • Reference
1 Parasuraman A., Zeithaml, V., and Berry, L. 1988. "SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality" Journal of Retailing 64(Spring):12-40.
2 Parasuraman et al. 2002. "E-S-QUAL: A Multi-item Scale for Accessing Electronic Service Quality." Journal of Service Research 7(3):213-233.   DOI
3 Park, Asder. 2018. "A Case Study on the University Life of Returning Students." Korea Youth Research 29(3):5-40.   DOI
4 Park, Yu Mee. 2018. "The present and future of artificial intelligence." Institute for Industrial Economics and Technology 64-72.
5 Rich, E., and K. Knight. 1991. "Artificial intelligence." McGraw-Hill.
6 Russell, S. 2015. "Artificial Intelligence: A Modern Approach." Pearson.
7 Sug, Wang Hun, and Lee, Gwang Hee. 2015. "Artificial intelligence technology and industrial potential." Electronics and Telecommunications Research Institute.
8 TIPA(Korea Technology and Information Promotion Agency for SMEs). 2017. "Small Business Roadmap." 3-85.
9 Zhang, B. T., and Yeu, M. S. 2012. "Cognitive Computing : Multisensory Perceptual Intelligence." Communications of the Korean Institute of Information Scientists and Engineers 30(1):75-87.
10 Charniak, and McDermott. 1985. "Introduction to AI" Addison-Wesley.
11 Electronic & Information Research Information Center. 2017. "Survey results related to artificial intelligence technology." Journal of Electrical Engineering 43(6):62-65.
12 Institute for Information & communication Technology Promotion. 2017. "Voice Assistant Trend and Recognition Survey Results of Artificial Intelligence." 5-30.
13 Jung, Dong Gyu. 2017. "Artificial intelligence technology and main applied industry trend" Journal of the Korea Information Science Society 15(2):21-28.
14 KCERN(Korea Creative Economy Research Network). 2016. "Artificial Intelligence and the Fourth Industrial Revolution." Forum Report 1-182.
15 Kim, Hye Kyung, and Kim Wan Ki. 2017. "An Exploratory Study on Artificial Intelligence Shopping Information Service." Journal of Distribution Science 15(4):69-80.   DOI
16 Korea Consumer Agency. 2017. "Problems and Improvements of Artificial Intelligence Appliances." Survey report 1-33.
17 McCord, M. C. et al. 2012. "Deep Parsing in Watson IBM." Journal of Research and Development 56(3).