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http://dx.doi.org/10.7469/JKSQM.2021.49.4.609

How to Apply the New Quality Dimensions to the New Business in the Digital Transformation Era?  

Park, Min Seo (College of Business Administration, Inha University)
Bae, Kyung Mi (Department of International Business & Trade, Inha University)
Kim, Youn Sung (College of Business Administration, Inha University)
Publication Information
Journal of Korean Society for Quality Management / v.49, no.4, 2021 , pp. 609-622 More about this Journal
Abstract
Purpose: In recent years, several new attempts have been made to offer products and services based on servitization and customization for comparative advantage and customer satisfaction. Apparently, these attempts are empowered by new digital technologies. Therefore, this study aims to present new business cases with features of digital transformation era in Korea on the perspective of new quality dimensions. Methods: The study approaches the subject by presenting a number of recent business cases in multiple fields in Korea. All cases are analyzed and compared with "10 Quality Dimensions" and several related implications such as servitization, customization, digitalization and differentiated value. Results: The results of this study are as follows; the common core quality dimensions of case are customization, aesthetic and convenience. Furthermore, the critical role of technology is deduced as the core quality dimensions are built on new digital technologies. Lastly, businesses in the age of digital transformation must focus on the core performance of their products and services for customer satisfaction while delivering new core quality dimensions. Conclusion: Recent digital technologies are capable to realize servitization and empower companies to provide differentiated and customized products, services, and experience to their customers. However, it is significant to retain other factors for customer satisfactions rather than customization.
Keywords
New Quality Dimensions; Digital Transformation; Servitization; Customization;
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