• Journal of the Institute of Electronics Engineers of Korea TC
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• v.48 no.9
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• pp.73-80
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• 2011

Conventional content-delivering services over the Internet were mainly based on the "best effort" scheme, which have been failed to provide a concrete profit model to the content providers. Mean while, a quality assuring network service is expected to provide reasonable profit model. However the relation between the cost and profit of the quality service is under studies. Recently, the Quality of Experience (QoE) was introduced to measure the real satisfaction level of users and used to develope profit models of quality services. The QoE can be used as a key tool for efficient service providing and also criteria for accurate satisfaction measurement. Especially, the QoE based feedback on the intention to pay for the service will be an important information to the content providers. This paper will introduce a model for the costs of quality services, and a profit model based on the QoE. The result of the paper can be used to develope business models for contents services over the growing networks.

• Journal of Global Scholars of Marketing Science
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• v.14
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• pp.39-58
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• 2004

After SERVQUAL was proposed as a measure of perceived service quality, several arguments have been made against its validity and some competing measures have been developed. This paper reviews those controversies. Particularly, it compares the concept of expectation in the research of service quality with that in the research of satisfaction, re-purchase intention and suggests the authors' opinion. In addition, the paper suggests sequential casual relations among expectation, perceived performance and perceived service quality. With the help of previous researches concerning "SERVQUAL" and the related topics, six variables concerning travel services were identified. The six variables are tangibility, reliability, responsiveness, assurances, empathy and costs. Seven hypotheses were developed using these variables. The review of literature covers service's concept, model and method of service quality evaluation, and relationship among the concepts which is related to the service quality. The results of our study suggest further research is necessary to clarify which one is a better tool because we have a conflicting research outcome in terms of model fitting. The study also shows that assurances and costs have positive effect on customer satisfaction. It also turned out that customer satisfaction has positive effect on repurchase intention.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2013.05a
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• pp.929-930
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• 2013

우리나라는 B2C서비스 관련 기업이 매우 많음에도 불구하고 고객의견의 수집 및 분석 기술이 미흡하다. 따라서 고객의 의견을 실시간으로 모니터링하고 문제가 발생하였을 때 이를 알리고 적절한 대안을 지원하는 시스템이 필요하다. 본 연구에서는 고객의 피드백을 정량적으로 평가할 수 있는 시스템을 제안한다. 이 시스템은 서비스 품질요인별로 측정요인을 설정하고 이를 통한 체계적인 설문 조사가 가능하도록 구성되어 있다. 특히, 스코어링 시스템을 도입하여 서비스 및 단위서비스에 대한 품질 수준을 정량적으로 평가하고, 이들 평가결과를 기업의 성과지표에 미치는 영향도 분석을 통해 우선순위에 따라 서비스 수준을 향상 시킬 수 있어 서비스 수준을 높이고 직접적으로 성과로 이어질 수 있도록 정보를 제공한다.

• Journal of Navigation and Port Research
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• v.34 no.5
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• pp.389-395
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• 2010

Recently, it becomes important for container ports to gain competitiveness through service differentiation strategies. These strategies require an objective evaluation on consumer needs. For that reason, this study aims at developing the scale and measurement methods for service quality. Container shipping companies calling at Busan are targeted for the empirical analyses. The measurement items are presented for the services that they are provided from entry into a port to departure from a port. Exploratory factor analysis and validity analysis are done to derive a service quality scale from entry to departure. The result of regression analysis implies that the service quality scale is useful to increase customer satisfaction and to establish managerial strategies.

• Journal of Broadcast Engineering
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• v.12 no.2
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• pp.102-111
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• 2007

Currently, the efficient adaptive video streaming services and coding techniques are required to ensure quality of service (QoS) in diverse multimedia environments. To maintain optimal video quality in these environments, it is required to support scalable video coding (SVC) technique and proper QoS metric methods. In this paper, we propose a new quality metric that takes in to the temporal, the SNR, the spatial scalability on SVC. Experimental results shows that proposed method has a higher correlation with the subjective quality. We expect that the proposed metric plays an important role in deciding the coding parameter to optimize the quality of the SVC based video.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2012.10a
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• pp.956-958
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• 2012

In this paper proposes improve the quality of the GIS software, GIS software quality metrics that can be measured based on ISO/IEC 9126.

• The Journal of Korea Institute of Information, Electronics, and Communication Technology
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• v.5 no.3
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• pp.110-116
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• 2012

As rapid development of the Internet, there are increasing interests about quality of service of VoIP using the Internet network and established PSTN. There was some study going on to improve the quality of service from the point of view of supplier's mainly. However recently, the demand for setting up the objective standards that service provider can offer to customers is needed as the interests from customers has been going up. In this study, we analysed the results from the test using PESQ which is a parameter of quality of service. we offer the conditions of network which guarantees the minimum quality of phone call using VoIP.

• Convergence Security Journal
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• v.10 no.1
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• pp.29-34
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• 2010

It is very important to evaluate the quality of soft wares based on SOA, which develops rapidly. Particularly, one of the most important properties influencing on the quality of system is complexity. Therefore, we propose the metrics for measuring a structural complexity of softwares based on SOA. The proposed metrics is composed of the size of a service, the depth of a service and interdependency from the viewpoint of system structure, and finally we applied the proposed metric to an example.

• Journal of the Institute of Electronics Engineers of Korea TC
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• v.46 no.8
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• pp.59-66
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• 2009

Recently, as the expectation about the IPTV (Internet Protocol TV) service quality is rapidly increased by the development of the national high-speed internet and TPS (the Triple Play Service : data + image + audio) service Therefore, the enactment of the national quality standards about the IPTV service quality guaranteeing the real time video quality of a subscriber and the international standards are hastily needed. This paper built a test bed with the network domain and the subscriber set-top box domain including the headend area and commercial network characteristic in order to test in the environment which is similar to the characteristic of the service business network. And by using the constructed environment, the characteristics required for SLA(service Level Agreement) of the IPTV service are presented as the quality test according to the service environment change.

• Culinary science and hospitality research
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• v.17 no.1
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• pp.12-25
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• 2011

The purpose of this study is to compare the potential effects of service quality measured in DA VINCI and STARBUCKS, which were local and overseas reputable takeout coffee shop brands respectively, upon customer satisfaction, revisit intention and word-of-mouth(WOM). In order to achieve the goal, a survey was conducted to total 230 customers who have ever visited and experienced coffee shops in Daegu metropolitan city, and valid and complete 217 copies of the questionnaire were used for the final data analysis. As a result, the determinant of customer satisfaction was coffee quality for STARBUCKS(n=94) while it included coffee quality, reliability and service attitude for DAVINCI(n=123). Respondents regarded coffee quality as the most important for revisit intention both in STARBUCKS and DAVINCI. Also, the determinants of WOM included coffee quality and reliability for STARBUCKS, and coffee quality and service attitude for DAVINCI. In addition, it was found that the path coefficient of service quality influencing both customer satisfaction and WOM proved to show partially significant difference between STARBUCKS and DAVINCI.