• Journal of the Korean Society for information Management
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• v.19 no.3
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• pp.237-261
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• 2002

The purpose of this study is to measure the library online service quality based on the expectation and the service performance from the users' point of view. The online questionnaire was developed based on SERVQUAL, however information quality dimension was added on it, and the survey was conducted within a research library. The factor analysis for effecting library online services showed that 5 service dimensions were loaded discretely, and information quality was put in the other dimension. The IPA (Important Performance Analysis) result confirmed that information quality, service reliability, and service assurance were considered as important factors : multiple regression analysis revealed that tangibility and information quality were the most significant dimension for the library online service.

• 한국경영정보학회:학술대회논문집
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• 2007.06a
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• pp.160-167
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• 2007

전자상거래에서 핵심적인 연구질문 중의 하나는 서비스품질에 영향을 주는 핵심 driver가 무엇인가를 이해하는 것이다. 이 연구에서는 인터넷 쇼핑몰의 관리기능 변수를 파악하고 그것이 서비스품질의 4개의 각 세부요소에 어떻게 영향을 끼치는가를 조사한다. 본 연구에서는 기존문헌을 토대로 서비스품질의 각 세부요소에 영향을 미치는 7개의 선행변수를 도출하였다:배달(delivery), 제품반품(reverse logistics), 불만처리(claim resolving), 추천(recommendation), 고객맞춤화(customization), 상호작용성(interactivity), 접촉(contact). 실증적 테스트결과 이 선행변수들은 모두 서비스품질의 각 세부요소에 유의한 결과를 나타냈으며 이는 어떻게 서비스품질의 수준이 관리될수 있는지에 대한 이해를 돕는데 도움을 줄 것이다.

• International Commerce and Information Review
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• v.18 no.4
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• pp.55-78
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• 2016

In this study, service quality attributes of uTradeHub were classified based on the Kano model, and quality attributes that should be managed in priority to improve the service quality of uTradeHub were investigated using Timko's customer satisfaction coefficient(CSC) and average satisfaction coefficient(ASC). The results of the study are summarized as follows. First, as a result of classifying service quality attributes based on Kano model, 12 one dimensional qualities, 5 must-be qualities, 2 indifferent qualities were deducted, and many quality attributes of uTradeHub service were confirmed to be one dimensional quality to which is needed to be paid attention and paid more detailed attention to enhance service quality. Second, in the analysis result using Timko's customer satisfaction coefficient, "post processing for problems and complaints", "cost reduction", "efficiency of business processing" were ranked in the top of satisfaction coefficient, and they found to be quality attributes that customer satisfaction increases when service quality was satisfied. While, "post processing for problems and complaints", "interaction", "ability to respond promptly when problems occur" were ranked in the top of unsatisfaction coefficient, and they were analysed to be quality attributes that customer complaints increase when service quality was unsatisfied. Third, in the result of analyzing the quality attributes that should be managed in priority to improve the service quality of uTradeHub based on the average satisfaction coefficient(ASC), "post processing for problems and complaints", "cost reduction", "useful information" were ranked in the top 3, and they were classified as quality attributes that the satisfaction level increases more when they are improved than now, but the satisfaction level decreases when they are worsen.

• The KIPS Transactions:PartC
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• v.18C no.2
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• pp.103-110
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• 2011

Although a mobile Internet telephony service becomes popular with the rapid propagation of smart phones, its service quality management system has not been prepared enough yet. For successful settlement and deployment of the mobile Internet telephony service in future, a strict service quality management is required. The service quality management using a specific measurement equipment has limitations that real-time monitoring is impossible. In this paper, therefore, we propose a proactive service quality management system for the mobile Internet telephony service and develop a software for its implementation. The developed software is verified by comparing the measurement results from the developed software to those from the softwares commonly used, and it is proved that the developed software is quite reliable.

• The Journal of Bigdata
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• v.3 no.1
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• pp.33-40
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• 2018

With the advent of the fourth industrial revolution, each industry has been innovated with new concepts. New concept of each industry takes advantage of new information technologies based on big data infra. Thus quality control of big data is becoming more important. In this paper, we try to develop a framework of big data service quality through a case study. A 'Legal Tech' service was selected for the case study. Especially a big data quality framework was developed for a living law service in the Ministry of Justice.

• Journal of the Korea Society of Computer and Information
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• v.14 no.10
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• pp.189-197
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• 2009

As the web service technology matures. research is focused on the composite web services that combine individual web services within an enterprise or between enterprises. Quality of service is the critical competitiveness factor in this mature technology stage where there are many services with similar functionalities differing only in some non-functional properties. Monitoring is the key component for the service quality management of a web service. A service quality monitoring system design using a broker is presented in this paper. OWL-S is used to specify the composite service process and a service policy (inputs and outputs of each service, quality attributes and values, etc.) built by WS-Policy is applied to the composite service process. If there is any discrepancy between the service policy and the monitored data, the service provider and the user are notified of it so as to take necessary measures. We have implemented a travel reservation system as an example of the presented design and the experimental results are shown. Average response time was monitored and the timeout policy was applied in the experiment.

• 한국IT서비스학회:학술대회논문집
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• 2007.11a
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• pp.345-350
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• 2007

최근 기업의 각 업무가 정보화 되면서 부문별, 업무별 정보시스템의 데이터 간에 심각한 중복성과 불일치성의 문제가 대두되면서 데이터 품질관리에 관심이 집중되고 있다. 본 연구는 실제로 데이터 표준 관리와 데이터 요구사항 관리를 통매 데이터 품질 관리 프로세스를 개선한 사례를 제시함으로써 데이터 품질 향상을 위해 노력하는 타 기업들에게 도움을 주고자 하였다. 또한, 개선된 데이터 품질 관리 프로세스에 대한 다차원적인 평가로서 데이터 품질, 생산성, 고객만족도, 조직 및 문화의 측면에서 정성 적이고 정량적인 지표를 통한 개선효과를 살펴보고 평가함으로써 제안된 프로세스에 의해 품질수준이 향상되었음을 검증하였고 평가 분석을 통한 시사점을 도출하였다.

• Journal of the Korean Society for information Management
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• v.19 no.3
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• pp.161-188
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• 2002

The rapid change in almost every area of science at the turn of the 21s1 century have also affected libraries and information centers. Whatever the change, from the library users' perspective, the functions provided by the library, is perceived as "service" and the satisfaction of the users can only be measured by the quality of the service. The study adopted the SERVQUAL model and five factors of SERVQUAL. Tangibles, Reliability, Responsiveness, Assurance. and Empathy are used as parameter values. In measuring the parameter variable, both the users' expectations and their perceived service level were measured. The difference between the expectations and the perceived level was used as users' assessment of service quality. According to the results. all but re-investment dependence level among the five SERVQUAL levels, were linked in one way or another.r another.

• Korea journal of population studies
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• v.33 no.3
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• pp.101-121
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• 2010

The purpose of this study is to examine the job characteristics of care workers in elderly care voucher service emphasizing a social service quality management approach. The study sample was composed of randomly-selected 233 centers which dispatched care staffs to clients' home. Descriptive analyses were performed for examining the unique aspects of relationship-based labor of care staffs, and logistic regression analyses were performed for investigating the association between service quality structure and human right violation against staffs. As the first empirical study focusing on staff-side service quality factors, this study found out that human right violation against staffs was mainly influenced by record-keeping and document management capacity of center, risk protection under insurance, compliance of standard contract procedure, and regular supervision. These results suggest particular policy attention should be given to basic protection for and set-up of core activity boundaries of care workers as well as clients-centered rights both for preventing human right violation and improving overall social service quality.

• Proceedings of the Korean Information Science Society Conference
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• 2004.10c
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• pp.325-327
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• 2004

VoIP는 음성 및 데이터 통합 뿐만 아니라 차세대 네트웍 등의 기반이 되는 기술이며, 인터넷전화 / IP Telephony, 화상회의, 메신저 서비스 등 여러 서비스에 활용되고 있다. 이러한 VoIP 서비스 제공시에 가장 중요시되는 부분이 음성품질이며 이를 측정 및 관리하는 기술이 필수적으로 필요하다. 지금까지는 품질측정장비를 가지고 직접 측정하는 것이 전부였으나 본 연구는 IETF의 VoIP 표준 프로토콜인 MGCP중 파라미터 값을 이용하여 ITU-T의 음성품질 기준인 R factor(G.107)를 계산해 내고 중앙에서 모든 단말 및 사용자들의 실제 발생한 통화에 대한 음성품질을 관리할 수 있는 시스템을 설계 및 구현한다.