• Journal of Information Technology Services
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• v.13 no.3
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• pp.333-342
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• 2014

As for the dimensions of service quality, reliability, responsiveness, assurance, empathy, and tangibles are the main factors that determine the company's service quality. To improve quality of service, companies emphasize the balance among the dimensions of service quality. These emphases improve definitely customer satisfaction and intention of reusing service, while communication at customer encounters give direct affects in customer satisfaction and intention of reusing service. This study shows how communications at customer encounters affect intention of reusing service and be affected by the dimensions of service quality. It especially analyzes how IT-based communications, one of physical one, such as phones, emails, messengers, and SNSs affect and be affected. In addition, it analyzes car repair service. This research uses a factor of communications at service encounter as for intermediate parameter and analyzes how it relates to dimensions of service quality and intention of reusing service. With following research model, it will analyze how IT-based communication affects intention of reusing service and be also affected by dimensions of service quality.

• Journal of Information Technology Applications and Management
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• v.12 no.3
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• pp.111-128
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• 2005

This paper examines the validity of the newly developed IT consulting SERVQUAL measurement tool. In an attempt to measure Ire IS customers' expectations and perceived quality of the services they received, the researchers developed a diagnostic tool of SERVQUAL based on the solid theoretical background, which can specifically be applied to the IT consulting service sector. This on-going research so far, has been applied to six (6) different organizations that have received IT consulting services over the past years. From the preliminary data collected, the correlation and the factor analyses were conducted to understand the underlying concept and refinement of the measurement tool. Although the correlation analysis showed a little tendency of collinearity among some of the variables, all showed sound relationship of the proposed hypotheses. The exploratory factor analytic approach was chosen because it does not set any priori constraints on the estimation of components or the number of components to be extracted. The number of different factor solutions was extracted and tested to see which solution represents better grouping of the variables. The Crombach's Alpha was computed on different combinations of the factor solutions to ensure validity. The results show 8-dimensional IT consulting SERVQUAL measures which they are, assurance, knowledge & skill, customer relationship, support, empathy, process management, expertise, and education, seem more appropriate than the originally proposed 6 dimensions. The study approach was non-experimental cross-sectional research design. The longitudinal design of follow-up studies to periodically revise and refine current measure is strongly recommended for fine tuning of the tool.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.2
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• pp.1101-1109
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• 2021

Nowadays, quality affects product or service performance and customer loyalty in the competitive business' environment. This is truly important when it comes to how the customer interprets the service's satisfaction and the judgment of the purchase process as a whole, in view of the fact that service quality is an abstract and elusive construction due to the three characteristics of services: intangibility, heterogeneity, and inseparability of output and consumption. The main purpose of this paper is to determine the hotel service quality using the Fuzzy Analytic Hierarchy Process (FAHP) and SERVQUAL method. In this study, a five-star hotel's real case is considered in evaluating the service quality criteria. The results revealed that Tangibles and Assurance are the most critical service quality criteria in the hotel industry. Accurate records, service consistency, Necessary arrangements for disabled people, Service flexibility to guests' demands, and Providing the services at the time it promises are the most influencing sub-criteria of service quality. These findings indicate that hotels should concentrate on sequentially and organized priority factors to enhance service quality. This method of service quality assessment may also aid in distinguishing between hotels. Finally, as a future direction, more additional parameters can be used as a potential guide in our proposed model for the dynamic decision-making approach.

• KSII Transactions on Internet and Information Systems (TIIS)
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• v.16 no.6
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• pp.2060-2073
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• 2022

Cloud Computing permits users to access vast amounts of services of computing power in a virtualized environment. Providing secure services is essential. There are several problems to real-world optimization that are dynamic which means they tend to change over time. For these types of issues, the goal is not always to identify one optimum but to keep continuously adapting to the solution according to the change in the environment. The problem of scheduling in Cloud where new tasks keep coming over time is unique in terms of dynamic optimization problems. Until now, there has been a large majority of research made on the application of various Evolutionary Algorithms (EAs) to address the issues of dynamic optimization, with the focus on the maintenance of population diversity to ensure the flexibility for adapting to the changes in the environment. Generally, trust refers to the confidence or assurance in a set of entities that assure the security of data. In this work, a dynamic optimization technique is proposed to find an optimal trust weights in cloud during scheduling.

• Asia Marketing Journal
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• v.1 no.3
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• pp.53-78
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• 1999

Despite of the vibrant nature of the fitness industry, there has not been a sustained effort to understand the dynamics of the industry, particularly with reference to the quality of services offered in that industry. The purpose of this paper is to present a system based process model of quality in health/fitness services. The characteristics of the organization, the service employees and the client are the inputs into the service encounter where the service is produced (i.e., the throughput). The output is the quality of the service. The extent of quality perceived by both the service provider and the client is said to influence the satisfaction of the respective parties, and subsequent motivation to participate in the production of quality in the service. The model also suggests that physical environment as well as other customers and their behaviors influence customer perception of service quality. The quality of service is enhanced through the quality assurance practices of the organization and the feedback from client. Further, the input, throughput, and output in our model reflect (a) quality of the design of the service delivery system, (b) objective quality of the product, and (c) quality as perceived by client. The specific attributes of the design element (i.e., organization, service employee, and the client) are elaborated upon. It is suggested that the organization can assure quality by seeking feedback from clients and service employees, monitoring the service production phases, and managing inter-customer interactions.

• Journal of Korean Society for Quality Management
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• v.23 no.1
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• pp.127-141
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• 1995

대용량 ISDN(Integrated Services Digital Network)용 전전자 교환기 TDX-10 연구개발 사업의 궁극적 목적은 미래 통신망이 요구하는 다양한 음성 및 비음성 정보통신 서비스를 제공하고 정보의 교환, 가공, 축적 및 처리에 고도의 융통성을 부여할 수 있는 국내표준 전전자 교환기를 개발하여 통신투자의 경제적 통신운영기술 자립화를 달성하는데 있다. 현재 대용량 전전자 교환기인 TDX-10 ISDN의 상용화 단계의 마무리 업무가 진행중이며, 통신서비스의 다양화, 광대역화, 고속화를 위한 광대역통신망의 주축이 되는 ATM교환기가 개발중에 있다. 본 고에서는 TDX-10 ISDN 시스템개발단계에서 구현된 시스템 시험수행 과정 및 평가작업을 토대로한 체계적이며 전략적인 품질보증 활동에 관해 기술하였으며, 신뢰성 있는 시험결과를 도출할 수 있는 다양한 시험관리 기법과 그 결과를 분석하고 차후 시험 및 보완작업을 위한 제반 활동체계가 소개된다.

• Asia pacific journal of information systems
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• v.10 no.3
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• pp.61-77
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• 2000

World Wide Web(Web) supports bi-directional communication between corporations and consumers. In the year of Electronic Commerce, close relationships with consumers are more emphasized for corporations. Nowadays, corporations compete with corporations which are located in whole world through the media called Internet. In this competitive environment, to attract consumers' attentions, it is required to develope corporations' Web sites in the way to stimulate consumers' purchase intentions. To verify the elements needed to stimulate consumers' purchase intentions factors which influence consumers' purchase intentions were analyzed. Adaptation, shopping convenience and assurance-reliability were found to be positive factors for consumers' purchase intentions. It was also found that consumers' purchase intentions in electronic commerce market are influenced by previous shopping experiences. Consumers who have previous shopping experiences are mainly influenced by good delivery systems and shopping environments while who have no experiences are influenced by consumers' risks such as performance risk and personal and privacy risk when they intend to purchase products or services.

• Journal of Korean Society for Quality Management
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• v.28 no.3
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• pp.31-43
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• 2000

The Service sector has increased dramatically in importance over the last decade, both internationally and in the Korea. Deregulation of services, growing competition, fluctuations in high quality demand, and the application of the Information Technologies are presenting a considerable challenge to service companies. In gas or oil companies are exposed to foreign competitions, price and promotion competition with other companies. Usually Service Quality includes five dimensions: Reliability, Responsiveness, Assurance, Empathy, and Tangibles. Customers use these five dimensions to form their judgements of service quality, which are based on a comparison between expected and perceived service. The intention of this thesis is to study on the effect of Service Quality upon the Customer Satisfaction in gas or oil station, based on SERVQUAL.

• Proceedings of the Korea Society of Information Technology Applications Conference
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• 2005.11a
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• pp.293-296
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• 2005

This study applies the Analytic Hierarchy Process (AHP) to evaluate service quality of Third-Party Logistics (3PL) service providers. For this, we first conceptualize five dimensions of 3PL service quality (i.e. tangibles, reliability, responsiveness, assurance and empathy). We then apply the AHP method to determining the relative weights of five service quality dimensions and eventually selecting the best 3PL service provider. To implement this idea in practice, we conduct an empirical study on four companies providing 3PL services in Korea.

• Proceedings of the KIEE Conference
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• 2009.07a
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• pp.115_116
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• 2009

IEC 61850 based substation automation system mainly consists of a various of protective and control IEDs. In order to implement the system, All of them should require the performance verification of IEC 61850 communication services for the assurance of interoperability throughout the digital network. This paper shows a research result on the testing method of IEC 61850 control communication interface of IEDs according to IED IEC 61850 conformance test procedures.