• 한국IT서비스학회:학술대회논문집
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• 2002.11a
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• pp.114-119
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• 2002

최근 인터넷의 급격한 발달과 함께 전자상거래가 활성화됨에 따라 인터넷이 국가 사회 정보화에 새로운 수단으로 부상하고 있다. 이에 따라 고객들의 회선 서비스에 대한 질적인 향상도 더 한층 요구되고 있다. 이에 부응하기 위하여 인터넷 서비스 품질에 대한 서비스 수준 협약 (SLA: Service Level Agreements) 제도가 수립되어 국내외 많은 서비스 제공자들이 이를 적용하고 있으나, 국내에서는 아직 시행 초기임으로 인하여 여러 가지 개선되어야 할 부분이 산재하고 있는 실정이다. 본 논문에서는 국내외 SLA 적용 사례를 살펴보고 SLA 품질 측정상의 문제점을 분석하여, 이에 대한 개선방안을 제안한다. 제안된 개선방안에 대한 심도 깊은 추가 연구를 통하여 한 차원 더 높은 양질의 서비스가 제공되는 계기가 되길 기대한다.

• The Journal of the Korea Contents Association
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• v.10 no.4
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• pp.45-54
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• 2010

In this paper, we propose a quality interworking control system to enhance user's quality satisfaction in NGN environment by controling QoS parameters related with QoE in network layer when service user's QoE using variance multimedia service is poor. The proposed system gathers QoS parameter information in network layer through control packet such as RTCP, and evaluates QoE of multimedia service using these QoS parameter information. Comparing the evaluated QoE with the measured QoE in application layer, QCS judges quality degradation, deduces related QoS parameters and decides relative importance of each parameter when QoE is lower than threshold value. QCS generates QoS control values which is based on routing and switching policy in service quality control system(SCS) and forwards them to SCS. Through this proposed system, service and network providers can provide multimedia services of enhanced quality to service users taking account of service characteristic and network performance.

• Management & Information Systems Review
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• v.35 no.3
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• pp.249-272
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• 2016

This study based on dual aspects of service quality aims at classifying service quality attributes by Kano model and also providing the necessity to decide which service quality would be carried out preferentially in the service industries(hotel service, repair service, education service, medical service). The first purpose of this study, therefore, is assorting the service quality by the Kano model about four service industries based on Schmenner's service process matrix. Secondly, this has an intention of drawing preferred considerations and putting forward measures to increase the customer satisfaction by Timko and PCSI Index. The result of this study is as follows. First of all, it was found that tangible attributes classified the attractive quality and Timko's score also was very high in four service industry. That is to say that tangible attributes in service industries could be interpreted into having very high importance at standards on service quality estimation of customer. Second, all but repair service of the service industries suggested empathy dimension to have flexibility solving and understanding the customer's problem could be improve the customer satisfaction. Finally, the common result between them was empathy dimension classified attractive quality in all industries. That is because present satisfaction was not reached customer expectation so there would be a improvement of empathy dimension preferentially.

• Journal of Digital Convergence
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• v.15 no.8
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• pp.45-58
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• 2017

The international freight forwarders in South Korea currently have fierce competition. However, there are still a very small number of studies Korea locally and globally on the service quality of international freight forwarding industry. This study aims to extract international freight forwarders' service quality factors reflecting the characteristics of freight forwarding industry. Measures of service quality have been selected after literature review and interviews, and then surveys have been conducted on exporters and importers in Korea. The collected data has been analyzed using the exploratory factor analysis. As a result, two service quality factors of international freight forwarders have been extracted: operation characteristics factor defined as accuracy, speediness timeliness and stability, and customer orientation factor defined as professionalism and empathy. An important contribution of this study is that it presents the service quality factors reflecting the characteristics of freight forwarding industry unlike precedent studies. A future research topic is to find out which of the two service quality factors influences more on customer loyalty.

• 한국IT서비스학회:학술대회논문집
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• 2002.06a
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• pp.147-151
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• 2002

최근 국내 SI 사업체들은 소프트웨어의 가치를 향상시키기 위해 컴포넌트를 적극 도입하고 있다. 그러나 컴포넌트 시장을 활성화 시키기 위해서는 다양한 범주의 고객이 요구하는 양질의 컴포넌트를 풍부하게 갖추고, 고객이 시스템을 직접 개발하는 것보다 적은 비용과 시간을 소모하면서도 시스템을 구축할 수는 환경을 조성해야 한다. 그러한 환경을 구축하기 위한 요소중 고객의 구매 결정과 직결되는 가장 중요한 항목은 컴포넌트의 기술적 가치와 비즈니스적 가치의 평가와 이를 위한 시험 기준이다. 객관적이고 공정한 시험 기준이 마련되지 않는 상태에서 품질 평가가 이루어 지지 못한다면, 잠재적 고객이 구매 또는 사용하고자 하는 컴포넌트가 적절한 가치를 갖고 있는 것인지 판단할 수 있는 근거가 없고 시장 형성 초기부터 불량 컴포넌트 제품이 공급됨으로 인해 신뢰성이 저하되어 컴포넌트를 구매하는 대신 다른 대안을 선택하려 할 것이다. 객관적이고, 유력한 품질 평가 시스템을 구축하기 위해서는 품질 시험 평가를 위한 기준 마련이 선결 조건이다. 품질 시험 평가 가이드라인은 고품질의 소프트웨어 컴포넌트의 생산을 가능하게 하여, 궁극적으로 소프트웨어의 신뢰도를 향상 시키는 가장 유력한 방안이 될 것이다. 이를 통해 컴포넌트 소프트웨어의 유통 촉진 및 시장 성장을 견인, 생산/개발-유통-사용에 이르는 전체 컴포넌트 산업의 완결된 서비스를 제공 할 수 있을 것이다. 본 연구에서는 이러한 기준 마련을 위한 메트릭을 제공한다.

• Information Systems Review
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• v.3 no.2
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• pp.289-303
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• 2001

The online stock transactions are gaining popularity at an incredible speed these days as more and more investors are adopting Internet as a new and convenient way of handling such transactions. As a consequence, the market for online stock exchange services is getting increasingly competitive; measuring and managing the quality of such services have become a crucial issue to the survival and growth of the stock brokerage houses. Unfortunately, however, little research effort to date has been made as to developing a set of valid and reliable measures for assessing investor perceptions of the quality of the online stock exchange service. The present study generates and tests a new set of multi-item measures for the quality of the online stock exchange service from an investor's perspective. This set of measures can be used in various stages and aspects of formulating online marketing strategies for stock brokerage firms. Marketing implications of this instrument for service providers are discussed.

• Journal of Information Management
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• v.42 no.2
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• pp.67-84
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• 2011

In this paper, our goal is to examine the factors of service quality and user's satisfaction in Software as a Service(SaaS). Based on the theoretical framework like service quality theory we develop and test a theoretical model, propose hypotheses and analyze the effects of SaaS' flexibility and customizability on the service quality and the satisfaction of SaaS' users. For this research, questionnaire survey was conducted with literature study and the PLS(Partial Least Square) was used to analyze the measurement model and hypotheses testing. The PLS analysis results indicate that SaaS' flexibility affects SaaS' service quality and the users' satisfaction and SaaS users' satisfaction is influenced by SaaS' service quality. Furthermore, SaaS' customizability affects SaaS' service quality, however, does not affect the users' satisfaction. Practical implications of these findings and future research implications are also discussed.

• The Korean Journal of Archival Studies
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• no.58
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• pp.263-297
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• 2018

Archives of Government-Affiliated Organizations have responsibility for collecting and preserving valuable records produced during the business processes of their work and for actively serving users at the same time. This study applied Quality Function Deployment(QFD) techniques to analyzing user's actual requirements and proposing improvements for the archives service quality of central government agencies. In order to derive the components of the QFD, a survey was conducted among internal users of records centers in six central government agencies, as well as a literature study and interviews with working-level records researcher were also conducted. Afterwards, The House of Quality(HoQ) was constructed based on the user's requirements and technical characteristics derived, and the importance and priority of the recorder service technical characteristics were derived based on it. Based on the results, archives service of central government agencies should focus on improving the usability of records for internal user. Especially, it was confirm that the support for searching, reading and borrowing services should be strengthened.

• Proceedings of the Korean Information Science Society Conference
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• 2003.04d
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• pp.280-282
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• 2003

본 연구에서는 HFC망에서 음성 통화품질에 영향을 주는 파라미터들에 대한 분석과 측정을 통해 VoIP의 특성을 파악하여 향후 본격적으로 이루어질 인터넷을 통한 음성 서비스 제공에 대비하였다 특히, VoIP QoS 기준의 정의는 QoS 파라미터의 분석을 토대로 한 lab 테스트와 HFC VoIP 서비스의 필드 측정을 병행하여 연구 결과에 대한 실질적 서비스 적용에 따르는 신뢰성을 높였다.

• Journal of the Korea Society of Computer and Information
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• v.14 no.3
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• pp.121-131
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• 2009

BcN provides a wide variety of high-quality multimedia services such as broadcasting and communication convergence services. But the quality degeneration is observed in BcN when we use broadcasting and communication convergence service via more than one network of different internet service providers. In this paper, a QoS management system which is able to measure and maintain objectively the quality-related information in overall networks is proposed. The proposed QoS management system is tested on the pilot networks of BcN consortiums by measuring the quality of voice and video experienced by the actual users of the commercial video phone services. The result of the experiment shows that it is possible to figure out service qualify between a user and a service provider by analyzing the information from agents. The per-service traffic information collected by probes is proved to be useful to pinpoint the party responsible for the loss of the service qualify in case of the services including different service providers. As the result of the experiment, it is shown that the proposed QoS management system would play a key role of resolving the quality dispute, which is one of the important issues of QoS-guaranteed BcN.