• Journal of Korean Society for Quality Management
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• v.37 no.4
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• pp.43-51
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• 2009

This study was designed to analyze the relationship of process quality, result quality and management performance in Korean insurance industry. For this study the linkage scheme of service quality concept is used on PZB model and BSC(Balances Score Card) system. In the linkage model, the 5 service qualitry factors used in PZB model are used as the result quality variables, and internal process factor, learning/growth factor in BSC are used the process quality variables affecting the result quality variables. And also customer satisfation factor and financial performance index are used as the management performance variables. In the ivsurance industry, the process quality variables were verified to meaningfully affect the result quality variables, and the result service quality variables were verified to affect the management performance indices. As the result, the process quality and the service quality must be emhanced for the competitiveness of Korean insurance industry.

• Journal of Digital Convergence
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• v.13 no.2
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• pp.1-11
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• 2015

The growing company that provides high quality service to every customer by introducing a cloud-system organization. However, the information needs of diverse and different, so every cloud system, and acts as a barrier to entry for cloud services provide appropriate. Cloud services are becoming complicated and diversified depending on concerns about cloud security continues, the growing need of professionalism held by the cloud service(Cloud Service Brokerage) CSB companies. Thus, to analyze the various services, find my support legislation, security and compatibility issues, the services of the best new business through service offerings tailored to the environment, and will implement the necessary management services which brokerage (CSB) is. This study presents a brokerage(CSB) development model, and suggested policy measures that apply to the co-op that I am having difficulties in cloud services business models.

• KSII Transactions on Internet and Information Systems (TIIS)
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• v.10 no.8
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• pp.3701-3727
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• 2016

Recently Service Function Chaining (SFC) is promising to innovate the network service mode in modern networks. However, a feasible implementation of SFC is still difficult due to the need to achieve functional equivalence with traditional modes without sacrificing performance or increasing network complexity. In this paper, we present a configurable network service chaining (CNSC) mechanism to provide services for network traffics in a flexible and optimal way. Firstly, we formulate the problem of network service chaining and design an effective service chain construction framework based on integrating software-defined networking (SDN) with network functions virtualization (NFV). Then, we model the service path computation problem as an integer liner optimization problem and propose an algorithm named SPCM to cooperatively combine service function instances with a network utility maximum policy. In the procedure of SPCM, we achieve the service node mapping by defining a service capacity matrix for substrate nodes, and work out the optimal link mapping policies with segment routing. Finally, the simulation results indicate that the average request acceptance ratio and resources utilization ratio can reach above 85% and 75% by our SPCM algorithm, respectively. Upon the prototype system, it is demonstrated that CNSC outperforms other approaches and can provide flexible and scalable network services.

• Journal of Information Technology Services
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• v.22 no.5
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• pp.17-30
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• 2023

A company's sustainable growth is a very important goal, and for this purpose, the company's business model is changing into a convergence of products and services. The purpose of PS-Offering is to maintain a long-term relationship with customers, and customer experience management is necessary for this. This study presents a service design methodology that can support customer experience management of the PS-Offering business model. The experience management portfolio analysis methodology consists of four steps: 1. Deriving service encounter through customer journey maps; 2. Identify the service structure of each service encounter in three forms (FFC, FSC, FSE). 3. Analyze the customer's emotional variables, that is, customer experience, at each service encounter, Finally, 4. After plotting the level of customer experience at the service encounter, the analysis is conducted with a customer experience management portfolio that seeks future strategic plans for this. The methodology presented in this study will help in the service design of the service encounter unit centered on customer experience. And it will improve the financial performance of the company by raising the service level of the business model.

• Asia pacific journal of information systems
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• v.26 no.3
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• pp.393-426
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• 2016

The qualities of the technological artifact of online shopping websites and the overall support delivered by the service provider through the website are generally agreed to be crucial elements in creating customer satisfaction and loyalty. However, a lack of consensus exists on how those qualities are related to each other, what they consist of, and how they can be conceptualized. Based on relevant literature and using a servicescape framework as a theoretical lens, we divide online shopping website qualities into information and system qualities and argue that both factors affect service quality. We conceptualize each of the three types of quality as a second-order formative construct comprising its most salient quality dimensions: information quality consisting of reliability, understandability, currency, and relevance; system quality consisting of usability, availability, and responsiveness; and service quality consisting of efficiency and fulfillment. Our model of how information, system, and service qualities are related to one another and to customer satisfaction and loyalty is then tested empirically with a data set of 570 online shopping customers. Our integrated model reconciles the seemingly contradictory conceptualizations of previous researchers and provides an effective way to create customer satisfaction and loyalty.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.23 no.60
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• pp.11-22
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• 2000

The main objective of this research is to analyze an order point and an order quantity of a distribution center and each branch to attain a target service level in multi-level inventory distribution system. In case of product item, we use the item with low volume of average monthly demand. Under the continuous review method, the distribution center places a particular order quantity to an outside supplier whenever the level of inventory reaches an order point, and receives the order quantity after elapsing a certain lead time. Also, each branch places an order quantity to the distribution center whenever the level of inventory reaches an order point, and receives the quantity after elapsing a particular lead time. When an out of stock condition occurs, we assume that the item is backordered. For considering more realistic situations, we use generic type of probability distribution of lead times. In the variable lead time model, the actually achieved service level is estimated as the expected service level. Therefore, this study focuses on the analysis of deciding the optimal order point and order quantity to achieve a target service level at each depot as a expected service level, while the system-wide inventory level is minimized. In addition, we analyze the order level as a maximum level of inventory to suggest more efficient way to develop the low demand item model.

• Journal of Information Technology Services
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• v.9 no.1
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• pp.43-56
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• 2010

With the improvement of the Information Technology and the change of the business environment, the dependency of business on the Information Technology shows sharply increase. The Information Technology, however, is centered on the support of the technology viewpoint and thus the influence and effect of Information Technology on the business is hardly analyzed. The information system, therefore, requires not only technology-centric support management but service-oriented and systematic introduction of Information Technology Service Management(ITSM). The domestic ITSM market is currently expanding into variety of industries like finance, telecommunication, manufacturing and public service and at the same time the consequent reconstruction process of information system is continuously under way so as to qualify for the ISO 20000 certification. Especially the public organizations rapidly adopt the ITSM, in order to improve the quality of public service together with a goal of realizing the electronic government and of managerial innovation. The existing ITSM still, however, shows the tendency of depending only on the system construction and the management on the visible requirements whereas the overall process is not likely being improved. Hence, this study suggests, focusing on the life cycle of service, the model of ITSM based on Information Technology Infrastructure Library(ITIL) v3 which is appropriate for the public service. We expect, as stated in this study, that our ITSM model shall be widely accepted to the public agencies who promote the advance campaign by setting up the ITSM or reconstructing the existing process.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.29 no.10B
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• pp.866-879
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• 2004

This paper presents a pricing model for maximizing a service provider's profit, taking into account consumers' quality-of-service dependent willingness to pay, in integrated voice/data mobile services. For the voice and the data services, time-sensitive pricing and volume-sensitive pricing mechanism will be applied, respectively, as in the case of Korea's mobile service market. Assuming that consumers are very sensitive to call interruption during handoff moments, the model presented here considers reserving guard channels exclusively for handoff traffic, in the process of frequency channels allocation, as well as guaranteeing consumers quality of service regarding call interruption rate. Ultimately, this model proposes a means to guarantee the quality of service in the short term, through pricing strategies as well as channel allocation policies, and the simulation results show that without expanding system resources, there exists a trade-off between profit and quality-of-service guarantee.

• The Journal of Information Systems
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• v.30 no.3
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• pp.65-91
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• 2021

Purpose In this study, we investigated the impact of perceived risk and switching costs on switching intention to cloud service based on PPM (Pull-Push-Mooring) model. Design/methodology/approach We focused on revealing the switching factors of the switching intention to the cloud services. The switching factors to the cloud services were defined as perceived risk consisting of performance risk, economic risk, and security risk, and switching costs consisting of financial and learning costs. On the PPM model, we defined the pull factors consisting of perceived usefulness and perceived ease of use, and the push factor as satisfaction of the legacy system, and the mooring factor as policy supports. Findings The results of this study as follows; (1) Among the perceived risk factors, performance risk has a negative effect on the ease of use of pull factors, and finally it was found to affect the switching intention to the cloud services. Therefore, cloud service providers need to improve trust in cloud services, service timeliness, and linkage to the legacy systems. And it was found that economic risk and security risk among the perceived risk factors did not affect the switching intention to the cloud services. (2) Of the perceived risk factors, financial cost and learning cost did not affect the satisfaction of the legacy system, which is a push factor. It indicates that the respondents are positively considering switching to cloud service in the future, despite the fact that the respondents are satisfied with the use of the legacy system and are aware of the switching cost to cloud service. (3) Policy support was found to improve the switching intention to cloud services by alleviating the financial and learning costs required for cloud service switching.

• Journal of Korean Society of Transportation
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• v.26 no.5
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• pp.101-115
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• 2008

This study reports UTIS(Urban Traffic Information System), which has been generalized in developed countries through brisk research and development and is being promoted for introduction by National Police Agency and Road Traffic Authority to reduce the astronomical amount of social expenses including traffic congestion expenses. Also this study investigates the proper charges for using by the preestimate of demand and contentment according to methods of payment after the service is introduced. The results of this study are as follows. First, demand forecast model is constructed by Binary Logit Model. Second, forecast models of using aspects of UTIS service according to methods of payment are established by Ordered Probit Model. Third, the proper charges for using of UTIS service according to methods of payment are presented to the supplier in the aspects of users. For this, preferences by using aspects and methods of payment are captured. And unit elasticity of coefficient of utilization is understood through responsiveness analysis according to methods of payment.