• Journal of Korea Society of Industrial Information Systems
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• v.13 no.5
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• pp.44-54
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• 2008

The objective of this research is to develop a measurement instrument for service recovery quality in the Internet commerce setting. To this same end, Parasuraman et al.(2005) have devised a scale called E-RecS-QUAL, which we revised and supplemented to develop another instrument named eSR-Q. To guarantee its reliability and validity, this instrument went through the refinement and validation processes for internal consistency and construct validity in terms of convergent, discriminant, and nomological validity. Our final scale consists of four dimensions including responsiveness, compensation, contact, and apologies altogether with fourteen measures. Overall, this research deals with the related research background, the scale development and validation processes, its limitations, and future research directions.

• Proceedings of the Korean Institute of Intelligent Systems Conference
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• 2001.05a
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• pp.207-210
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• 2001

고수준의 정보 서비스를 제공하기 위해서는 소프트웨어의 고품질화를 추구하여야 한다. 기존에 개발된 품질측정방법들은 모듈 내에 포함되어 있는 요인항목들을 서로 다른 관점에서 개별적으로 측정하고 있어 통합적인 평가방법이 필요하다. 따라서 본 논문에서는 다수의 측정 방법들을 모두 수용할 수 있는 모델을 제안한다. 제안된 모델은 비율척도들을 선택하고, 러프논리를 이용하여 그들의 중요도를 산출한다. 다음으로 모듈의 품질도를 측정하기 위해서 퍼지적분을 이용하여 척도들의 중요도와 측정값을 종합한다.

• Journal of Korea Port Economic Association
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• v.29 no.2
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• pp.211-238
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• 2013

The Port Logistics Information System (Port-MIS) is the system that processes all of port management such as entry and departure of ships, using facilities within ports, port traffic control, cargo entering and carrying and tax collection in 31 trade ports over the whole country. Lately, The Port Logistics Information System (Port-MIS) has been reformed as a WEB-based system and established basis to provide real time information support structure, diversification of civil complaint system, and optimized civil complaint service by using wire and wireless internet. The typical study on the Port Logistics Information System was C/S program and EDI-centered. But it has significance to study on service quality measurement of WEB Port-MIS that has been served as a new web-based platform since April 2010, for there was no such a study until now.

• Journal of the Korean Society for Library and Information Science
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• v.53 no.2
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• pp.201-221
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• 2019

The Korea Institute of Civil Engineering and Building Technology provides the documents and information on the construction technology through the Construction Technology Digital Library System to enhance the technological competitiveness of the construction engineers. The purpose of this study is to measure the monetary value of information service quality in order to improve the documents and information service quality provided by this system. For this purpose, a questionnaire model was designed to apply the DBDC- CVM. We surveyed the members of 300 this systems for the amount of information that they are willing to pay to maximize the quality of information service. The correlation between the dependent variable and the explanatory variables was analyzed with the basic statistics of the survey results. The independent variables affecting the dependent variable are statistically significant. The logit model is used to estimate the monetary value of individual respondents who are willing to pay for information service quality. In previous research, we measured the use value of information service. On the other hand, this study shows that the measurement of value based on information service quality is different from previous research.

• Journal of Korean Society for Quality Management
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• v.26 no.4
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• pp.29-50
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• 1998

The purpose of this study is to critically review the previous research on the measurement of service quality, and to present future research directions on hotel service quality measurement as follows: 1. As Carman(1990) shows in his study, items of quality measurement should be developed to be fit for the measurement of hotel service quality. 2. To evaluate the service quality of a hotel, measuring three divisions(Room, F&B and Others) separately, then combining them would be the best model. 3. Researches to identify the various dimensions of hotel service quality are needed. 4. In measuring hotel service quality, guests should be classified according to various criteria. 5. To measure the hotel service quality, SERVPERF model might be more a, pp.opriate due to the small number of items to be answered. 6. In hotel industry, researches to identify causal pths between customer satisfaction and service quality are needed. 7. We need to develop alternative scales for the measurement of hotel service quality.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.12
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• pp.709-716
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• 2018

This study designed a research model to improve the service quality of a Construction Technology Digital Library System (CODIL), which is operated to enhance the technical competitiveness of construction and engineering companies. SERVQUAL, LibQUAL+, and DigiQUALTM are models for measuring the library service quality. This study examined the factors used in SERVQUAL, LibQUAL+, and DigiQUALTM to objectively select the measurement factors used in the research model. This study selected the factors that reflect the characteristics of CODIL among the factors investigated. Next, this study was conducted with a sample of CODIL members. The correlations between the independent variables and a dependent variable were analyzed, and the factors and influence of CODIL on the user satisfaction were examined. These results can be used as useful data to improve the service of digital libraries in other specialized fields.

• Journal of KIISE:Software and Applications
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• v.37 no.5
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• pp.341-353
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• 2010

Mobile Internet Device (MID) allows users to flexibly use various forms of wireless internet such as Wi-Fi, GSM, CDMA, and 3G. Using such Internet, MID users can utilize application services. MID usage is expected to grow due to the benefits of portability, Internet accessibility, and other convenience. However, it has resource constraints such as limited CPU power, small memory size, limited battery life, and small screen size. Consequently, MIDs are not capable to hold large-sized complex applications and to process a large amount of data in memory. An effective solution to remedy these limitations is to develop cloud services for the required application functionality, to deploy them on the server side, and to let MID users access the services through internet. A major concern on running cloud services for MIDs is the potential problems with low Quality of Service (QoS) due to the characteristics of MIDs. Even measuring the QoS of such services is more technically challenging than conventional quality measurements. In this paper, we first identify the characteristics of MIDs and cloud services for MIDs. Based on these observations, we derive a number of quality attributes and their metrics for measuring QoS of mobile services. A case study of applying the proposed quality model is presented to show its effectiveness and applicability.

• Journal of the Korean Society for Library and Information Science
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• v.49 no.1
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• pp.89-111
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• 2015

The purpose of this study is to review recent academic studies on the service quality evaluation of libraries in Korea and to derive from research trends and several suggestions. This paper compared and analyzed service quality evaluation models in the field of library and information science and management science. This study also conducted comparative analysis of academic journal articles on 'service quality evaluation models of digital libraries'(2002~2007) and 'service quality evaluation of libraries'(2009~2014) in Korea.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.29 no.1
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• pp.369-391
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• 2018

The purpose of this study was to develop a measurement scheme that assesses organizational performances in library department unit level by applying PCSI model, a Public-service Customer Satisfaction Index. Specifically, this study adopted the Antecedent Model, a component of the PCSI's three-part model, that consists of a total of 12 service quality indices. The study selected a large-scale library as a case to analyze and design a method. We analyzed the library's organizational missions and goals set by each of its six departments, and then mapped them with each of the 12 service quality indices. This mapping was further developed as a work analysis scheme of the library and as a measurement tool. A total of 341 library users participated in a survey that was designed to assess 12 service quality indices. As a result service quality was measured for each index, which in turn, calculated the library's service performance index for both entire and individual units of the library. The results reveled the measurement tool useful in assessing service performances for both individual unit and the entire library.

• Journal of the Korean Society for information Management
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• v.22 no.1 s.55
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• pp.267-285
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• 2005

As the Internet connections and services at U.S. public libraries have increased dramatically since 1990s, defining, assessing and measuring quality of these new electronic services have become a critical issue. This research was a study designed to identify key dimensions of Internet service quality at public libraries by providing a systematic framework for measuring and assessing the quality of Internet services. The study used modified SERVQUAL and SERVPERF instruments which have been widely used service quality measurement in business marketing areas and LibQUAL+ model which are widely adopted service quality measurement instrument in most of the academic libraries in U.S.