• The Journal of Society for e-Business Studies
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• v.16 no.1
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• pp.17-34
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• 2011

Because the mobile services is composed of heterogeneous attributes, it is hard to find out customer's potential needs and more difficult to analyze customer's satisfaction factors toward mobile services. Therefore, this study approached this issue from a new viewpoint and applied Kano Model in analyzing customer's satisfaction and dissatisfaction factors toward mobile services. By using Kano Model, it tried to find out how differently customers perceive the mobile services. Firstly, we found out perception gaps of Korean and American customers toward mobile services. While Korean customers perceived most mobile services as indifferent service attributes, American customers perceived them as attractive service attributes. We could find main reasons of these perception differences from different national backgrounds and adoption rates of smart phones between two countries. Secondly, based on TRI scores, we categorized subjects into four groups and named as Pioneers, Explorers, Skeptics and Laggards. And then we examined the perception differences to mobile services among four groups. We found that there were no significant perception differences among four groups.

• International Commerce and Information Review
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• v.17 no.2
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• pp.253-284
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• 2015

More manufacturing companies tend to outsource their logistics functions to logistics service providers to ensure their own competitiveness than before. This paper investigates the differences between customer perceptions and expectations on three key logistics outsourcing decisions. For testing logistics service qualities, a research model which employs a SERVQUAL model was developed and a survey targeting manufacturing companies has been conducted. The average difference of logistics service level between customer perceptions and expectations was derived as 8% from a result of gap analyses. The findings here reveal the level of service quality of Korean logistics service providers as well as suggest core capabilities for them in order for gaining a competitive edge on the competitors and improving their performances.

• Journal of Korea Society of Industrial Information Systems
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• v.24 no.1
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• pp.65-79
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• 2019

Museum management has been centered on curated exhibitions. Today, however, visitor-tailored exhibitions are all the rage, and various ICT-based services such as museum app's and exhibition explanation through QR code are being provided. To this trend, research on museum services using smartphones and SNS has been conducted. But there have been few studies of technical influence on the museum service satisfaction factors. This study, therefore, attempted to identify and classify the satisfaction factors of museum services with Kano model which explains service quality attributes. Samples from South Korea and Austria were analyzed There was a significant gap in quality factors according to cultural differences and a notable difference in perceived quality even for the factors in the same dimension. It implies that cultural differences need to be taken into account for the priority of museum services.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.24 no.6B
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• pp.997-1003
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• 1999

It is required that synchronization model can describe various multimedia objects flexibly in the view point of time relationship and also respond quality of service requirement about jitter which is time difference between intramedia and skew which is time difference between intermedia. es desirable quality of service requirement. Proposed model applies maximum jitter and skew values which can be allowed, and then it presents high quality of service and real applies maximum jitter and skew values which can be allowed, and then it presents high quality of service and real time characteristics. In this paper we expend Petri-net and propose new synchronization specification model and apply two analysis method of Petri-net to prove oIn this paper we suggest multimedia synchronization model that is based on the Petri-net and servicur model suggested. We compared with other models and showed high QoS.

• Proceedings of the Korean Society of Computer Information Conference
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• 2020.07a
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• pp.211-213
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• 2020

최근 중국 시장에서 모바일 결재 서비스이 사용량이 매우 증가하고 있으며, 세계 모바일 결재 시장에서 1위를 차지하였다. 모바일 간편 결제란 일반적으로 재화, 서비스 이용에 연관된 결제를 모바일 단말기로 처리하는 것을 말하는데. 고객들의 수요를 만족시켜 사용도를 높이고 고객충성도를 효과적으로 배양하고 끌어올리는 것은 각 모바일 간편결제 서비스 플랫폼들의 초미의 관심사가 되었다. 이에 본 논문에서는 중국 모바일 간편결재 서비스품질과 기술수용모델이 고객만족도와 재사용의도에 미치는 영향을 살펴보았다. 그리고 유형별 분석결과에 대한 차이가 있는지 살펴보았다. 먼저 선행연구를 바탕으로 연구모형 및 연구가설을 설정하고, 중국의 고객들을 대상으로 250명을 대상으로 설문조사를 실시하였고, SPSS 19.0 통계분석 프로그램을 사용하여 실증분석을 하였다.

• Journal of the Korean Society for Library and Information Science
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• v.40 no.4
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• pp.165-181
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• 2006

This study analyzed the gap between users' perception and staff expectations on users' perceptions about dimensions of library service quality(library staff, service supports. materials and resources, and facilities and equipments), service value, user satisfaction, royalty. using newly developed model. Six hundred-fourteen users and one hundred staff members or the National Libra of Korea were participated in the survey using questionnaires. Users evaluated service quality lower but evaluated service value, satisfaction. and loyalty higher In terms of showing complaining behaviors, users were less than staffs expected. Model analysis for users and staff3 showed that service value and general satisfaction influenced on complaining behavior and loyalty. For users. only the dimension of library staff influenced significantly on the service value, satisfaction, complaining behavior, and loyalty. None of the other dimensions of the service qualify showed significant relationship to them in the case of staff expectation.

• The Journal of the Korea Contents Association
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• v.13 no.8
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• pp.371-385
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• 2013

Library and information service (LIS) of academic libraries plays an important role in the education and research activities of universities. Such importance of LIS facilitated much research that defines the quality factors constituting LIS and identifies the importance of them. The previous literature, however, has some limitations. The limitations arise from the interrelationship among the quality factors and the perception gap between users and providers on LIS quality factors. Despite the understanding of the interrelationship and the perception gap, LIS studies to deal with both dimesions synthetically are sparse. Therefore, this paper defines the interrelationship among LIS quality factors as a network model, then identifies the perception gap on LIS quality factors by exploiting the analytic network process. As an early stage study, this paper contributes to helping the quality improvement of acedemic LIS by considering the interrelationship among LIS quality factors and the perception gap on the LIS quality factors between LIS users and providers.

• Proceedings of the KAIS Fall Conference
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• 2008.11a
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• pp.13-16
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• 2008

다양한 커뮤니케이션 테크놀로지의 발전으로 교육, 문화, 생활에 다양한 멀티미디어의 제작과 보급이 이루어지고 있으며 점차 멀티미디어 서비스의 서비스 품질에 대한 요구가 들어 나고 있다. 이에 본 논문에서는 멀티미디어 서비스에서 서비스 품질과 관련하여 핵심적인 기능으로 요구되는 동기화에 있어 다중 미디어를 표현하기 위해 미디어내의 시간 차이를 나타내는 지터에 대한 QoS 요구사항을 반영할 수 있는 동기화 규격 분야에 대한 새로운 모델을 제안한다.

• Proceedings of the KAIS Fall Conference
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• 2010.05a
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• pp.535-538
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• 2010

다양한 커뮤니케이션 테크놀로지의 발전으로 교육, 문화, 생활에 다양한 멀티미디어의 제작과 보급이 이루어지고 있으며 점차 멀티미디어 서비스의 서비스 품질에 대한 요구가 들어 나고 있다. 이에 본 논문에서는 멀티미디어 서비스에서 서비스 품질과 관련하여 핵심적인 기능으로 요구되는 동기화에 있어 다중 미디어를 표현하기 위해 미디어내의 시간 차이를 나타내는 지터에 대한 QoS 요구사항을 반영할 수 있는 동기화 규격 분야에 대한 새로운 모델을 제안한다.

• Journal of Information Technology and Architecture
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• v.10 no.4
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• pp.467-478
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• 2013

The necessity of research for EA service and performance is surfacing while nation-level and individual agency level performances utilizing Government-wide EA information. In this study, performance model for EA service has been developed categorizing characteristic elements of EA as service. And weight differences between quality items that constitute performance model have been calculated using AHP analysis method. To achieve the stated, SERVQUAL applied performance model for EA service has been developed working through logical reasoning and a broad range of theoretical studies concerning EA service. Moreover, relative weight differences between quality items that constitute the model have been calculated. The results of weight analysis find that importance differences between quality items in order of significance are as follows: EA administrator > EA information > EA education > EA policy > EA operating system. This study, as the nation's first research to graft the public-sector EA service onto SERVQUAL Model that is capturing remarkable attention, has considerable practical and theoretical implications.