Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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A Study on Improvement of Market Share Rate in Open Market through Service Quality Improvement

서비스 품질 개선을 통한 오픈 마켓의 시장 점유율 향상에 관한 연구

  • Lee, Won-Hyung (Division of Industrial and Management Engineering, Sungkyul University) ;
  • An, Jin-Oh (Division of Industrial and Management Engineering, Sungkyul University) ;
  • Kim, Yong-Soo (Department of Industrial and Management Engineering, Kyonggil University)
  • 이원형 (성결대학교 산업경영공학부) ;
  • 안진오 (성결대학교 산업경영공학부) ;
  • 김용수 (경기대학교 산업경영공학과)
  • Received : 2010.05.20
  • Accepted : 2010.07.14
  • Published : 2010.09.30
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Abstract

Properly designed and well-executed services enable e-commerce companies to capture the unique needs and preferences of customers, help them build customer loyalty, and thereby, strengthen their competitiveness in the marketplace. An object of this study is the new open-market company and it has only 3 percent of the market share. Therefore, it is needed to raise the market share by improving the service qualities. This article presents a six sigma project for service quality improvement in the open-market company. This study was carried out based on five steps of DMAIC which is six sigma technique. First, a defect rate was defined as unsatisfaction rate. In addition, 50-people data was analyzed and it was shown that the defect level was 2.5 sigma level. In this study, in order to raise the sigma level, novel eight action items were determined based on SIPOC, FDPM, cause and effect diagram, matrix chart, Pareto chart and statistical analysis.

Keywords

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