• Journal of Korean Society of Industrial and Systems Engineering
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• v.36 no.4
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• pp.38-44
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• 2013

Smart phones have brought rapid changes in this competitive world. Smart phone application developers are trying their best to consider the customer requirements in the most efficient way while considering all its attributes. However smart phone service quality has been given less consideration comparatively during the last few years. This paper proposes a measurement method for improving service quality of smart phone application. This method combines the service quality performance model (SQPM) and process capability index (PCI). The service quality performance model is used to identify service items that require improvement. Process capability index is used as a measure for prioritization of those improvements. Case study was carried out to search out important communication application service attributes. customer satisfaction level data was collected for users who used the application service. A total of twenty four service attributes were found during this survey. Using the joint approach of SQPM and PCI, five significant service attributes were prioritized for service quality improvement.

• Journal of the Korean Dietetic Association
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• v.26 no.3
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• pp.208-220
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• 2020

In modern society, the online to offline (O2O) market has become an emerging market. Based on social and cultural phenomena, the importance of "FOODTECH" linked with mobile applications is growing in the food and restaurant industry. This study examined subjective food application service quality, perceived value, and post-purchase behavior intentions. According to this study, of foodtech service quality attributes, only information, mobility, and reliability had positive (+) relationships with perceived value. However, foodtech service quality attributes did not have a direct impact on behavior intentions. Perceived values had a positive (+) relationship with behavior intentions and showed full mediation effects between foodtech service quality attributes and behavior intentions. Based on these results, future research on the relationship among food application service quality, perceived value, and post-purchase behavior intentions is needed.

• Asia-Pacific Journal of Business
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• v.13 no.3
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• pp.375-387
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• 2022

Purpose - The food delivery mobile application market is growing rapidly in the catering service industry. The purpose of this study was to investigate the effects of E-service quality on consumer attitudes and satisfaction in the food delivery service field in China. Design/methodology/approach - A total of 390 copies of this questionnaire were distributed between February 17 and March 25, 2021 on the Chinese survey site (https://www.wjx.cn). Three hundred forty-nine parts were used for the final analysis. Validity and reliability were analyzed using SPSS 25.0 statistical program, and correlation and regression analysis were performed. Findings - The study results showed among the e-service quality components of food delivery application software, trust, convenience, proximity and reactivity have an impact on consumer attitudes. Research implications or Originality - The service quality of food application software is an important factor determining consumer attitude. The limitations of this study and suggestions for future research were discussed.

• Journal of Information Technology Services
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• v.6 no.3
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• pp.225-239
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• 2007

Mobile service is highly becoming in the limelight on information society by offering infringement problem about individual privacy or information by political and scientific interest This study is focusing on primary LBS application Mobile service that emphasize position confirmation, especially, looking for friends. The aim at this study grasps user productivity factor of LBS application Mobile service, and analyses whether some have relations with value and action determination of LBS application Mobile service. According to result, Mobile service applying position service is supported with usefulness and system quality, adaptedness. On the other hand, Usability and social effect, privacy weren't embossed by leading person. Mobile service applying position service is changed with a person who have experience looking for friend. This study has systematically analysed about LBS application service by leading person

• Journal of Distribution Science
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• v.14 no.8
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• pp.45-50
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• 2016

Purpose - This study aimed to develop a new practical and universally applicable service quality model by improving the service quality measurement model proposed by many previous studies. Research design, data, and methodology - An in-depth analysis on what influences such service quality model had on the improvement effect of service quality, and Service Evaluation Model("SEM"), which was revised from the existing service quality measurement model, was developed. The model is divided into the two integrative categories: First, activity, that is the group of service-related activities. Next is item, the group of service-related objects. The level of service is evaluated for each category via survey questionnaire on service level evaluation. Based on the model, SEM has visibility by structuring the whole service industry. Results - For the application of the new service quality model, this study attempted to examine the appropriateness of the newly proposed service quality model by applying it to retail service field. Conclusions - As a result, the proposed service model would be a useful and applicable service quality measurement model required by many organizations. Service company can set up self check service levels. Through these results, they can look for the ways to provide better services to customers. Service users can ensure the objectivity of business plan based upon SEM.

• Journal of Korean Society for Quality Management
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• v.29 no.4
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• pp.170-178
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• 2001

The objectives of this paper are to introduce some characteristics of two-dimensional concept of quality and to find out the possibility of the application of two-dimensional quality concept for improving the service quality. The concept was applied to small & medium-sized foreign language Institute. In order to select some service quality dimensions and decide attractive qualify factors among numerous factors, factor analysis and frequently analysis were used. The result. is that all quality factors in empathy dimension are identified as attractive quality factors. This implies that customization program is necessary in small & medium-sized foreign language institutes for improving their competitiveness. However, all quality factors in tangibles dimension are identified as must-be quality factors.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.32 no.4
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• pp.235-240
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• 2009

This study examines the competitive strategy of service quality in financial industry. Service quality has been suggested as the approach for service organizations to be service and customer oriented. Recently, the issue of internal service quality has been one of topics widely discussed in financial industry. The purpose of the current study is to examine the internal service quality which is believed to increase such organizational performances as customer satisfaction, retention and revenue. Internal service quality index is used to measure service quality in service industry. In this paper, the methodology for measuring the degree of service quality which has been adopted in service quality research area was used. This paper proposes internal service quality index in financial industry. In this paper, we show the application method of internal service quality index.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.31 no.10B
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• pp.936-944
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• 2006

In order to enhance their own customer satisfaction index that is one of the top level managerial performance indices, Internet communication service providers endeavor onto establishing a total quality management system. Specifically, it is under discussion that some critical Internet communication network quality characteristics closely related to customer satisfaction index should be controlled aiming to this managerial goal. This paper presents an application scheme of I-MR control charts for monitoring Internet communication network quality characteristics. This statistical quality control scheme generates a signal to practitioners when it detects the network quality characteristics out-of control. It is designed based on; 1) individual measurements; and 2) moving ranges between two consecutive individual measurements collected with a constant time interval. Empirical analyses are illustrated to estimate the expected quality improvement ratios that can be realized with the application scheme proposed in this paper. Assuming that the assignable causes can be revealed and eradicated, regarding two Internet communication services A, B, seven network quality characteristics for each service, eleven distinct measuring spots for each network quality characteristic, the expected quality improvement ratios are calculated with which the effect of the application scheme is evaluated. Results show the ranges of the expected quality improvement ratios; 1) Service A, (1) mean (0.31%-11.44%), (2) standard deviation (9.82%-71.10%): 2) Service B, (1) mean (0.29%-17.64%), (2) standard deviation (8.05%-60.59%). Hence, It is anticipated that the I-MR control charts based application scheme can be effective not only to improving the mean and dispersion of the network quality characteristics concerned but also to maintaining the network quality characteristics in-control consequently.

• Journal of Korean Society for Quality Management
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• v.36 no.3
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• pp.76-86
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• 2008

This paper examines when a consumer in existent telecommunication 2G applies to new telecommunication service 3G from the viewpoint of an option pricing theory. To improve telecommunication quality of service, the consumer applies to 3G. The application means an exchange of 2G for 3G with extra costs such as searching and conversion costs. Since the option to exchange is a right that the consumer can exercise or not, application to 3G is deemed an exercise of the option to exchange at most suitable value of the option. The timing to exercise the option depends on the extra costs and the additional communication benefit from new telecommunication quality of service. These affect an optimal timing to apply to 3G. The optimal applying or switching timing to 3G is when an economic value of the option to exchange is equal to an economic value of the extra costs plus the additional telecommunication quality from new telecommunication service. The option analysis used in this paper is applicable to various industries.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2004.05a
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• pp.298-301
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• 2004

In the last ten years, manufacturing companies like GE, IBM, Motorola and service companies like GE Capital and CITIBANK have realized that Six Sigma has standed for quality reform movemant. Six Sigma management which makes the critic effects on the quality management have enlarged and applied office indirect work process and service department as well beyond question manufacturing process. Then Can Six Sigma application methodology from manufacturing industry be applied to service industry without transformation? Can Six Sigma be applied on improvement of Information system quality which is the critic key figure of current successful companies? These questions would be resolved by conducting researches about application and evaluation of Six Sigma on manufacturing industry and service industry. This paper will furnish information of Six Sigma's new function for future business situation through comparing those researches