• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2011.10a
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• pp.367-370
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• 2011

Tactical communication environment evolving for the purpose of providing services such as voice, video and text based on ALL-IP. Therefore, To be able to guarantee QoS level which meets the required level of subscriber for these services in the constrained tactical communication infrastructure, it is required to take the characteristics such as wireless transmission link, mobility of troops or personal into service quality scheme. In this paper, to support differentiated QoS for each individual or mission in the tactical communication environment, we presents a technique that can provide same QoS level which was served originally regardless of the situation to user's move through dynamically determining the QoS level to be provided at the time of the service request on VoIP-Switch.

• Journal of the Korean Society for information Management
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• v.30 no.3
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• pp.207-228
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• 2013

The purpose of this study is to reveal the influence of the expectation and perceived performance of the online science & technology information service quality on user satisfaction and royalty. To achieve this goal, we use the NDSLQual model to measure the quality of NDSL service. The results were as follows: First, among seven expectation factors, four factors (reliability, convenience, system usability and information quality) had a positive effect on the user satisfaction. Second, while service recovery had a negative effect on the royalty, the other six factors (reliability, convenience, system usability, responsiveness, security and information quality) had a positive effect on the royalty. Third, among seven perceived performance factors, three factors (reliability, convenience and information quality) had a positive effect on the user satisfaction. Fourth, among seven perceived performance factors, three factors (reliability, convenience and information quality) had a positive effect on the royalty. As a result, information quality, reliability and convenience of the expectation and perceived performance are common factors influencing user satisfaction and royalty.

• Journal of Korea Society of Industrial Information Systems
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• v.27 no.2
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• pp.101-113
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• 2022

The intensification and acceleration of severe competition among companies due to the advancement of the service industry have raised the quality level of services required by consumers, and these circumstances also have a significant impact on the public fields' service provision environment, which has to take into account the rapidly changing technologies along with the special situation of COVID-19. Thus, this study examines the applicability of the educational material based on the framework for public service quality management in accordance with 『ISO18091:2019』 developed by MOIS(the ministry of interior and safety), through a survey after training workers in public institutions. This study also provides some implications and guidelines that should be considered to increase the level of public service quality from the following three perspectives: i) data utilization and verification, ii) broadness of public services, and iii) the size and capability of service provider according to the results of field studies conducted with public sector employees who participated in actual improvement activities.

• Journal of Convergence for Information Technology
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• v.8 no.6
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• pp.173-186
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• 2018

While cloud services are expanding, many users are having difficulty in adopting cloud services. This is because there is no information as to which cloud services can be trusted by users. loud service level agreement (Cloud SLA) is an agreement between cloud service providers and cloud service consumers using qualitative and quantitative indicators including quality and performance, etc. of cloud services. In this study, we propose a framework for cloud SLA that can be applied to the domestic cloud industry to improve service levels for cloud service providers and to protect users and also derive the detailed components of cloud SLA applicable to the domestic cloud industry using the proposed framework. Through this result, it is expected that the government will utilize the policy to enhance the reliability between cloud service providers and users under "the Act on the Development of Cloud Computing and Protection of Users", and eventually to activate cloud services by improving the quality and performance level of domestic cloud services and building a user trust.

• 한국정보통신설비학회:학술대회논문집
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• 2003.08a
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• pp.317-320
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• 2003

SLA(Service Level Agreement) 란 통신 사업자와 고객 간의 합의를 통하여 사전에 정의된 수준의 서비스를 제공하기로 맺은 협약이다. 이러한 서비스 수준협약에서 만약 서비스의 제공 수준이 미달되거나 주기적으로 혹은 일정 기간동안사전에 정의된 수준에 미치지 못하는 경우 서비스 제공자는 고객에게 통신 요금을 보상 하게 된다. 보상은 일반적으로 통신 서비스 이용 요금의 일정 부분을 반환 혹은 감면하는 형태로 이루어진다. 하지만 현재 사업자 별로 구성된 초고속 인터넷망에서 고객의 서비스 품질을 보장하기 위해서는 점진적이고 체계적인 개선책과 SLA도입 및 발전 방향이 제시되어야 한다. 본 논문에서는 현재 SLA를 둘러싼 국내의 환경과 SLA도입 및 발전 방향 그리고 SLA도입 후의 결과에 대한 예측을 하였다.

• Journal of Korea Port Economic Association
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• v.31 no.4
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• pp.151-168
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• 2015

Shippers face uncertainty and risks until the delivery of goods to the buyer (importer). To avoid these uncertainty and risks, shippers use the abroad logistics center and then try to construct continuous contract relations. From this viewpoint, this study examines the motivations of shippers to take advantage of the logistics center and perception difference for service quality according to the characteristics of shippers. For this purpose, T-test and ANOVA analyses are conducted using SPSS 21.0. The results suggest the following implications. First, there are no differences in perception regarding the motivation to take advantage of the logistics center for the size and characteristics of products. Second, the main motivating factors are maneuver to competitors and meeting buyers' demands by using the abroad logistics center. Furthermore, there is the level of perception for service quality regarding packaging and labeling in the logistics center. In contrast, the problem process and the quality of the order progress information is higher. Finally, specific logistics services are required depending on individual products because each product's characteristics are different.

• 한국IT서비스학회:학술대회논문집
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• 2008.11a
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• pp.341-344
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• 2008

일반적으로 알려진 SOA의 장점으로는 개발비용 절감, 기민성, 확장 용이성, 비즈니스 수준의 재사용 등이 있다. 특히 서비스의 재사용은 다양한 시각에서 비추어 지고 있으며, 서비스 재사용 기술 중 일반적이고 많이 사용되는 방법 중 하나가 매시업(Mashup)이다. 그러나, 기존의 서비스나 정보들을 잘 융합하여 사용자가 만족할 수 있는 서비스나 어플리케이션이 모두 개발되는 것은 아니다. 매시업이 되는 과정 중 여러 곳에서 문제점이 발생할 수 있기 때문이다. 따라서 사용자가 만족할 수 있는 고품질의 서비스를 제공하기 위해 본 논문에서는 매시업 방식의 서비스 어플리케이션을 평가하는 품질모델을 제안하여, 이를 기반으로 보다 높은 수준의 매시업 방식의 어플리케이션을 사용자에게 제공할 수 있다.

• Information Systems Review
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• v.20 no.2
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• pp.111-137
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• 2018

Considering the increase in health insurance benefits and the elderly population of the baby boomer generation, the amount consumed by health care in 2020 is expected to account for 20% of US GDP. As the healthcare industry develops, competition among the medical services of hospitals intensifies, and the need of hospitals to manage the quality of medical services increases. In addition, interest in online reviews of hospitals has increased as online reviews have become a tool to predict hospital quality. Consumers tend to refer to online reviews even when choosing healthcare service providers and after evaluating service quality online. This study aims to analyze the effect of sentiment score of healthcare service quality on hospital rating with Yelp hospital reviews. This study classifies large amount of text data collected online primarily into five service quality measurement indexes of SERVQUAL theory. The sentiment scores of reviews are then derived by SERVQUAL dimensions, and an econometric analysis is conducted to determine the sentiment score effects of the five service quality dimensions on hospital reviews. Results shed light on the means of managing online hospital reputation to benefit managers in the healthcare and medical industry.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.7 no.3
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• pp.89-97
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• 2012

The purpose of this study is to examine service quality elements in China Bank Industry and influence on service value, customer satisfaction and reuse intention. This study is composed one parallel comparison of documentary and evidential researches. To verify research model, the survey about medical institution and hospital services were conducted in Daqing of Heilongjiang Province, in China. Collected data was analyzed and the results are introduced in this paper. The findings ar as followed. This study has modified three-dimensional model of service quality: "interaction quality", "outcome quality" and "physical environment quality". Research was focused on investigating the direct effect of every service quality dimension on customer satisfaction. But "outcome quality "has only direct effect on service value, "interaction quality" and "physical environment quality" have not direct effect on service value in this study. Service value has direct effect on customer satisfaction and reuse intention. And customer satisfaction was the significant mediating role in the relationship of the service value and reuse intention.

• 한국IT서비스학회:학술대회논문집
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• 2008.05a
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• pp.559-564
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• 2008

XBRL은 재무 보고를 비롯한 다양한 비즈니스 보고에서 활용되고 있는 XML 기반 언어로서, 개념들과 이들간의 관계를 정의하여 활용할 수 있다. 비즈니스 보고 프로세스에서 절대적으로 중요한 것이 문법적이고 의미적인 수준에서 보고내용의 일치성과 완전성을 점검하여 제공하는 것이다. XBRL 문서를 제출 받아 이용하는 측에서도 제공받은 것들의 내용을 점검하는 것이 필수적이다. 이 논문에서는 현재 표준화가 진행중인 XBRL Formula를 중심으로, 의미 수준에서 XBRL 문서의 의미제약을 표현하고, 이를 서비스 품질 향상에 이용할 수 있도록 지원하는데 있어서, 대표적인 문제점과 해결방안에 대하여 토의한다.