• 제목/요약/키워드: Service Quality Measurement Model

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A Study of user-centric service model and user satisfaction analysis for information service

  • Kim, Chang-Su;Jung, Hoe-Kyung
    • Journal of information and communication convergence engineering
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    • 제7권2호
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    • pp.92-97
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    • 2009
  • Lately, influence of information rises and interest about satisfaction estimation of information providing service is risin. According to rapid change in information environment, information-providing service is being changed in various form, in which center development is made in relation to the effort for customer satisfaction intended to enhance user's satisfaction level through providing more convenient and higher service centered on information service user rather than information service provider. Organizations providing information service is also changing their service from traditional one centered on service provider to that for user's satisfaction and service quality, and evaluation of information service quality and measurement of user's satisfaction as the result of using information service are regarded important. In this respect, it is needed to measure user's satisfaction level for environmental factors of information service and analyze what kind of influence they have to enhance user's satisfaction level of information service. Also function and efficiency of information offer service are important. Therefore, interest for satisfaction survey to heighten contents satisfaction of information-providing service, service satisfaction, satisfaction of user of system satisfaction is increased. In this paper, we propose a model of the user satisfaction index for information-providing services and present the user satisfaction index is measured to the model. Also we this study suggest qualitative improvements of information-providing service required for change to user-centric information-providing service through measuring user satisfaction index of ITFIND system and schemes to improve information quality

A Study on the Valuation of Call Quality in Korean Mobile Communication Industry

  • Kim, Mincheol;Lee, Hyungseok
    • 한국통신학회논문지
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    • 제26권7A호
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    • pp.1275-1283
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    • 2001
  • The purpose of this paper is to test whether prices of mobile communication service reflect their varying degrees of call quality, controlling for other service attributes. As, in fact, service is intangible goods difficult to measure its value, this paper makes use of econometric model, hedonic price analysis. Hedonic price analysis, has ever been applied in public or environmental economics, is employed and produces estimates of the prices (or the contributions toward the total price) for each characteristic. This paper applied hedonic technique to the value measurement of a service property for the use of Korean mobile communication. This paper uses actual transaction prices of mobile communication service to determine whether or not the market functions in pricing call quality of mobile communication service. Finally, this show that the willingness to pay of consumer increases as call quality increases and so market makes prices on call qualities. Thus, major concern in this paper is about value measurement o service quality, and also suggest of the possibility to determine call quality value (or price) of mobile communication service.

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Impact of Service Quality on Behavioural Intention to Use Fin Tech Payment Services: An Extension of SERVEQUAL Model

  • Vikas Sharma;Sanjay Taneja;Munish Gupta;KshitizJangir;Ercan Ozen
    • Asia pacific journal of information systems
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    • 제33권4호
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    • pp.1093-1117
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    • 2023
  • The study aims to determine the impact of quality outcomes on behavior intentions in Financial Technology (FinTech) payment services. The study is focused on the development and testing of the impact of the SERVQUAL model on the TAM, i.e., Technology Acceptance Model for the measurement of the behavioral intention of users to use fintech payment services. The sample entails 578 specific survey responses from northern India from October to December 2022. The respondents were users of FinTech. The PLS-SEM technique was employed to explain the implementation process. Consequently, it discovered a significant relationship between the SERVQUAL models and the impact on behavioral intentions identified by TAM. The study will provide insight into the factors that impact the quality outcomes and adoption of Fintech payment services to the providers. The paper demystifies FinTech payment services in the range of perception of service quality outcomes and provides essential theories. The TAM model reflects the customer's sense of satisfaction, usefulness, and attitude. In contrast, the SERVQUAL model demonstrates the user's assessment of service quality outcomes such as quality, trust, security, and service quality positively affects behavioral intention in FinTech payment services.

QFD를 이용한 기업 법무 서비스 품질 측정 및 개선에 관한 연구 (A Study on Measurement and Improvement of Service Quality using QFD in the Law Firm Industry)

  • 표인수;이재광
    • 지식경영연구
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    • 제17권2호
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    • pp.1-26
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    • 2016
  • As entry barriers at the legal service market in Korea have been recently lifted, the legal service market has dramatically changed from a seller's market to a buyer's market. Externally, the Korean legal service market has been open to foreign law firms and internally, lawyers graduating from law schools have been increasing. In addition, as even the general public can easily access, through the official sites of government organizations, to the basic legal information such as laws and judicial precedents, the degree of information asymmetry has also decreased. These phenomena require the legal service industry to be a more client-oriented and more quality-oriented one. Having said that, legal service providers also need to continue to make strenuous efforts to measure and improve the service quality from the customers' perspective. Under these circumstances, this study introduced a certain type of model which may be of help of measuring and improving the quality of legal service of law firms, in particular, with a focus on those firms providing corporate legal service. This study used a Quality Function Deployment (QFD) in order to measure and thereby improve the quality of corporate legal service in the law firm industry. Above all, this study showed, by using SERVQUAL, each and every service attributes of quality measurement of the corporate legal service and also calculated the degree of importance of service quality at each process of providing corporate legal service. Next, this study introduced all supporting factors necessary for the provision of corporate legal service and calculated the degree of importance of each and every supporting factors in the service process. This study may be of help to provide the substantial and systematic approaches to the corporate legal service providers who would like to set up a certain methods of measuring and further improving the quality of corporate legal service from the customers' perspective.

이동 통신 서비스 품질에 관한 연구 (효율성 분석을 중심으로) (A Study on Mobile Communication Service Quality)

  • 한경희;조재립
    • 대한안전경영과학회:학술대회논문집
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    • 대한안전경영과학회 2009년도 춘계학술대회
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    • pp.351-364
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    • 2009
  • As well as the development of the measurement of service quality, various kinds of service measurements are also being developed. Especially the mobile telecommunication service being representative to the mobile telecommunication company would be the mostly developed area. Its development can be understood along with the development of the telecommunication companies as well as cellular companies, not only the service alone. It is a differentiated phenomenon in the current research, such as the organic influence between the service quality and product. Of course there are such products placed on sale and enjoyed the common service, but at present there is another case that the product is on the market exclusively with the mobile company in here. This article is to estimate service efficiency for Mobile Communication and Cellular company. In this paper, We tried to measure the service quality and overall satisfaction by using Data Envelopment Analysis(DEA), degree of combination and top2box which is a little bit different methodology from traditional ones. This paper uses CCR model in DEA to measure service efficiency in the Mobile Communication.

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A Comparison between Korean and Chinese Consumers in Service Quality Evaluation: Focused on the Multiplex Cinema

  • LEE, Seung-In;PARK, Yoonseo;JIN, Yanchun;ZHANG, Yan
    • 유통과학연구
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    • 제18권8호
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    • pp.89-102
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    • 2020
  • Purpose: Our purpose in this study is to compare the SERVQUAL, SERVPERF, and non-difference score measures and to find out which one is better for measuring the service quality of the multiplex cinema service. We also aim to analyze the structural relationships between service quality, customer satisfaction and customer loyalty. Methodology: For the study, we collected data from respondents who have used the multiplex cinema services and conducted an empirical test. SPSS 18.0 was used for descriptive frequency analysis, reliability analysis, and multiple regression analysis, AMOS 18.0 was used for structural equation modeling analysis of causal relationships among variables introduced in research hypotheses. Results: The main results of this study are as follows. First, we found that the non-difference score measure provided a much better model than did other service-measuring models (SERVQUAL, SERVPERF) in Korean and Chinese multiplex cinema. Second, two service-quality factors (Korea-tangibles and assurance vs. China-tangibles and empathy) between the multiplex cinema service quality factors significantly influenced customer satisfaction, which had a significant effect on customer loyalty in Korean and Chinese multiplex cinema. Conclusions: Based on the results, the authors discuss the implications and limitations of this study and future research directions at the end of the paper.

네트워크 보안 효율성 제고를 위한 보안 QoS(Quality of Service) 측정방법론 연구 (A Study of Security QoS(Quality of Service) Measurement Methodology for Network Security Efficiency)

  • 노시춘
    • 융합보안논문지
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    • 제11권1호
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    • pp.39-48
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    • 2011
  • QoS(Quality of Service)는 ITU-T Rec. E.800에 의해 서비스를 사용하는 형태, 특성 그리고 요구 수준에 따라 사용자의 요구에 부응하여 제공할 수 있는 네트워크 서비스의 성능지표로 표현된다. 네트워크를 활용하는 정보시스템에서 최종적인 목표는 요구되는 시간내에 목적하는 성능을 확보하는 것이다. 본 연구에서 제안하는 보안 QoS 프레임워크는 측정 메트릭스, 측정스케쥴, 측정도구, 측정의순서, 측정 결과분석에 관련된 사항으로 구성된다. 보안 QoS에서 네트워크보안의 정보보호기능과 시스템기능을 분리하여 관리하지 않고 연계하여 종합 메커니즘으로 구성 및 적용할 경우 종합적인 정보보호 효율은 시너지효과로 나타난다. 본 연구는 정보보호기능과 제반 시스템기능을 연계하여 정보보호기능을 적용했을 경우의 연동메커니즘 구현방법 개발과 그 성과를 측정하기 위한 것이다. 본 연구에서 제안한 네트워크 보안 효율성 제고를 위한 보안 QoS측정방안 연구 방법론을 통해 체계적인 측정환경을 설계할 경우 운용시스템상에서 보안 효율성 측정이 가능함이 입증되었고 측정 메커니즘을 통해서 개선된 네트워킹기능과 정보시스템 기능을 위한 효율성제고 방법론 개발이 가능함을 보여주고 있다.

골프장 서비스품질, 고객만족과 재이용 의도간의 관계 (The Relationship of the Service Quality, Customer Satisfaction and Re-use Intention in Golf Culb)

  • 이상석
    • 품질경영학회지
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    • 제32권3호
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    • pp.10-28
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    • 2004
  • This research analysed the Interaction which focus on service quality perception, customer satisfaction, re-use intention in the golf club. First of all, we review the existing literature on measurement of service quality and management. As a result of this review and survey of the employer in golf club, thirteen factors emerged as important to the service management of the golf club; Reservation and Access(RSNA), Golf Course and Convenience Facilities(GCNF), Personal Services(PSER) and After Services(ASER). The structural equation model was utilized for analyzing the influence of service quality factors upon the customer satisfaction and re-use intention. Results show that service quality factors have a statistically significant impact on the customer satisfaction of the golf club. RSNA and GCNF investigated the factors influencing on the satisfaction degree of the customers. But the GCNF and PSER were not significant. Especially, GCNF factors directly influenced on the customer satisfaction and also indirectly impact on the intention of using again.

교육 서비스 품질에 대한 소비자 인식의 차이에 관한 연구 -패션 관련 전공을 중심으로- (A Study on the Difference of Consumers' Recognition for Education Service Quality)

  • 장경혜
    • 한국의류학회지
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    • 제28권3_4호
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    • pp.483-490
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    • 2004
  • By using the formerly established SERVQUAL Model, measurement methods and determinant variables in the other papers for the Service Quality, this study first focuses to find out the difference consumers' evaluation between before-experience and after-experience of the educational service, and second, to examine the difference consumers' evaluation between before-experience and after-experience of the educational service according to pre-recognition degree for the subjected educational service quality. The results are derived as follows. 1. As a consequence of the simulation, the consumers distinctly tend to recognize importance of human concern and visual aspect after experience of educational service. 2. Between the group with more pre-recognition degree and less pre-recognition degree for the subjected educational service quality, have no difference.

NGN(Next Generation Network)의 네트워크 품질 보증을 위한 테스트베드 모델 설계 (A Designing Method of Network Quality Assurance Test Bed Design under Next-generation Network Environment)

  • 정지문
    • 디지털콘텐츠학회 논문지
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    • 제13권4호
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    • pp.625-629
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    • 2012
  • NGN 운용과정의 품질 보증을 위해 어떤 체계하에서 품질이 테스트 되어야 하는지 방법론을 도출하기 위해서 멀티미디어 트래픽을 중심으로 NGN 품질측정 프레임워크를 제시한다. 테스트베드는 NGN 운용과정에서 QoS 측정 메트릭스, 측정구간과 측정계위, 측정도구, 측정장비, 측정방법 및 측정결과 분석에 대한 일련의 프로세스와 방법론을 모델화한다. 이 모델은 향후 NGN 품질보증 활동에 활용토록 한다. 통신서비스 품질은 스스로 보장되지 않으며 끊임없이 측정되고 관리될 때에 만 품질 목표수준 확보가 가능하다. NGN 네트워크기술 패러다임 중요성을 감한할 때 NGN 운용상의 품질관리에 대한 연구는 앞으로 활발하게 추진되어야 할 핵심 소재이다.