Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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An Application of the HoQ Framework to Website Performance Improvement: Case Study of an Online Education Website

웹사이트 경쟁력 강화를 위한 평가 및 개선 방안 : HoQ 모형에 기반한, 온라인교육 K사 웹사이트의 품질 개선

  • Kim, Do-Hoon (College of Business Administration, Kyung Hee University) ;
  • Suh, Young-Ho (College of Business Administration, Kyung Hee University) ;
  • Roh, In-Sung (College of Business Administration, Kyung Hee University)
  • Published : 2005.06.30
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Abstract

HoQ (House of Quality) provides an effective tool not only to arrange and evaluate VoC (Voice of Customers) and VoE (Voice of Engineers), but also to link and combine VoC and VoE, thereby presenting explicit directions for quality improvement. There have been, however, few researches on the HoQ framework in the IT industry. The case study discussed here serves an illustration of the applicability and usefulness of the HoQ approach to website quality improvement. The proposed HoQ framework shows great potentials since customers needs are explicitly considered in the framework, and it helps website administrators develop better web services by providing guidelines for reengineering the website operations.

Keywords

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