• Journal of Korean Society of Industrial and Systems Engineering
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• v.27 no.4
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• pp.117-124
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• 2004

Since ISO 9001 quality system was established in 1987, many companies have adopted it for assuring the quality of their processes. Not only manufacturing companies but service industries such as hospitals, armies, educational institutes, banks are now implementing ISO 9001 quality management system. In this study, we proposed the definitions of customers, manufacturing processes, products, and quality characteristics of the ISO 9001:2000(E) quality management system in university. An implementation procedure of ISO 9001:2000(E) quality management system in university was also suggested. Furthermore, we dealt with the case study of 'C' College's ISO 9001:2000(E) quality management system and showed some of its effects.

• International Journal of Quality Innovation
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• v.4 no.2
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• pp.32-49
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• 2003

The interest in on-line services has increased during the last couple of years and there are now several models developed to better understand how customers evaluate e-service quality. In this empirical study we combine the use of the theories of attractive quality and technology readiness so as to explain customer experiences of e-services. A survey was conducted with 188 students at three universities in Sweden, asking how they assess an e-service that enables one to reserve and buy cinema tickets on-line. The main contribution of the study is its provision of evidence on how to interpret and improve customer satisfaction when designing e-services. Our belief is that an organization can gain a clearer grasp of how customer satisfaction is created with an e-service by taking into account customers' experiences with new technology.

• Journal of KIISE
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• v.44 no.1
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• pp.95-106
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• 2017

HTTP adaptive streaming has recently emerged to handle the rapidly growing traffic and to provide high quality multimedia contents. To improve the QoE (Quality of Experience) for HTTP adaptive streaming service, the average video bitrate should be maximized, and the video switching frequency (difference of bitrate between adjacent segments) and video stalling events need to be minimized. The recently proposed quality adaptation algorithms for HTTP adaptive streaming do not provide high QoE, since detailed QoE factors such as video switching frequency and bitrate difference of adjacent segments, are not considered. In this paper, we propose a SQA (Smooth Quality Adaptation) algorithm to improve the user QoE. The proposed algorithm provides the smoothed QoE, such that it minimizes the unnecessary video switching events by maintaining the quality in a certain period, thus minimizing the bitrate difference of adjacent segments. Through simulation, we confirm that the proposed algorithm reduces the unnecessary switching events, and prevents the sudden decrease in video quality.

• International Journal of Computer Science & Network Security
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• v.23 no.5
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• pp.95-108
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• 2023

The technological revolution, also referred to as the Fourth Industrial Revolution, it embraced by government should transform the way governments serve their citizens. The growth of broadband in Africa is leapfrogging its technological development. And thus, many African governments will soon be able to offer quality e-Government services to their citizens. These technologically driven governments will be able to provide decision-makers with timeous information to make judgments that could influence policies. Proponents of e-Government believe that in the digital age, governments can use this information to reduce corruption and increase, accountability, transparency, efficiency, and public participation. e-Government service quality should ensure customer satisfaction. Although many studies have examined the role of e-Government and the quality of its services, few studies have examined the quality of e-Government services in terms of both supply and demand. This paper examines and reviews the academic-state-of-the-art on the factors that affect the quality of e-Government services from both perspectives. Utilizing both qualitative and quantitative methods for data gathering and analysis, a mixed methods research methodology was used.

• Proceedings of the Korea Society for Industrial Systems Conference
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• 2007.02a
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• pp.110-113
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• 2007

The purpose of this study was to investigate the nature of relationships among service quality, customer satisfaction and e-loyalty in e-learning site. In order to achieve the study purpose, survey method was applied As a result. it was revealed that service quality had significant effects on customer satisfaction in e-learning site. The influential factors of service quality on customer satisfaction included convenience of use, personalization, tangibles, responsiveness, and reliability in learning site. In addition, service quality had significant effects on e-loyalty as well.

• Journal of Information Technology Services
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• v.5 no.2
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• pp.1-23
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• 2006

An Empirical study was done for finding the e-service quality of public administration focused on customer relationship management(CRM). The e-service quality of public administration was categorized as system quality, information quality, service quality, and CRM after doing a literature review in e-service quality and public administration. The validity and reliability of a questionnaire were examined through factor analysis and regression analysis was done using the customer satisfaction and efficiency improvement of public administration as dependent variables and the 7 factor scores from the factor analysis as independent variables. The results show for that 6 factors are not only very important in explaining the customer satisfaction but also partially important for efficiency improvement of public administration. In particular, CRM has significant effect on both customer satisfaction and efficiency improvement of public administration.

• Journal of Korea Trade
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• v.23 no.5
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• pp.102-117
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• 2019

Purpose - This paper tried to identify the impact of electronic word of mouth (eWOM) on purchase intention (PI) of Korean-brand cars in the context of Russian consumers, taking into consideration the credibility, quality, and quantity of eWOM while also considering the mediation effects of brand image (BI) and perceived quality (PQ). Although there is a considerable number of studies discussing the impact of eWOM determinants on PI, not many studies were conducted focusing on the Russian market. Design/methodology - This paper is considered to fill this gap between eWOM and (PI) and, in order to do so, 211 Russian respondents were randomly selected. Descriptive analysis, factor, and reliability analysis were conducted using SPSS version 22.0. While structural equation modeling was conducted using AMOS version 24.0. Findings - The results display that, in terms of Russian consumers' perception, eWOM credibility, quality, and quantity for Korean-brand cars show a substantial impact on PI. The mediation effects of brand image, as well as perceived quality, were also supported by analysis. In the final part of the paper, theoretical and managerial implications alongside limitations with further research suggestions are presented. Originality/value - This study endeavored to explore the degree of impact of eWOM and mediating roles of BI and PQ on Russian customer intentions to buy Korean-brand cars.

• Journal of Digital Convergence
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• v.15 no.3
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• pp.55-64
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• 2017

This study identified the important categories and items about evaluation criteria of e-learning quality assurance by comparing evaluation criteria between Korea and France case. For deriving the conclusion, this research analyzed the Korea quality assurance case which is consist of success or failure for evaluation of quality assurance, and built the generic quality model of e-learning evaluation criteria. A generic model about evaluation criteria, categories, and item of e-learning quality assurance, which should be reflected on French quality criteria, were developed based on statistical approach. This research suggests a evaluation criteria which can be applied to African and Asian countries, that are related to AUF, as well as Korea. The result of this study can be applied to all organizations around the world which prepare for e-learning quality assurance, and at the same time it will be a valuable resource for companies or institutions which want to be evaluated e-learning quality assurance.

• Journal of Digital Convergence
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• v.18 no.1
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• pp.369-377
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• 2020

The purpose of this study is to find out the effect of e-learning quality and learner's usage motivation on e-learning satisfaction in Korea and China. In addition, by comparing and analyzing the factors influencing the satisfaction of learners between the two countries, this study aims to suggest the effective use of e-learning. This study surveyed Korean university students at Y and K universities in Gyeongsangbuk-do and Chinese university students at A university in Henan, China. As a result, for Korean university students, it is showed that learning time, learning space, learning process, usefulness, e-learning information quality, and service quality affect e-learning satisfaction. For Chinese university students, learning time, learning process and e-learning system quality, information quality, and service quality were found to affect e-learning satisfaction. Among them, service quality was an important factor influencing e-learning satisfaction in both countries, but the average score of each factor was very low. In the future, we discussed ways to improve service quality.

• Journal of Digital Contents Society
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• v.8 no.1
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• pp.61-68
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• 2007

In order to expand e-Learning and to increase effect of e-Learning, e-learning should be improved more and more. It is achived when reflecting learning planning, teaching method design, well-designed operation, etc. The quality of e-Learning can be influenced by the development method and operational method, and the quality of e-learning can decide teaming effect. That is, the development method(model) of contents influence contents quality, and contents quality decides learning effect. Therefore, this study, analyzing e-Learning models and introducing "Knowledge-based e-Learning Model" which can increase quality of e-Learning, should contibute to achieve e-Learning purpose.