Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
권호 표지
DOI QR코드

DOI QR Code

A Study on Quality Improvement of Website Services

홈페이지 서비스 품질 개선에 관한 연구

  • Received : 2012.10.30
  • Accepted : 2012.12.18
  • Published : 2012.12.31
Download PDF
⟨ Previous Next ⟩

Abstract

Purpose: This research aims at quality improvement of website services on the internet. Methods: SERVQUAL is redefined for web environments as sixteen statements in five dimensions to identify user requirements for websites and measure their importance ratings. Quality Function Deployment (QFD) is used to integrate user requirements into service development for websites so that management and design guidelines can be obtained for user-oriented websites. Fuzzy set theory is introduced to resolve the ambiguity and subjectivity of user requirements in the House of Quality (HOQ). Results: The priorities of design characteristics are extracted from the Fuzzy QFD for University websites. Conclusion: It is expected to provide quality services in less time with less effort, if the results of the Fuzzy QFD are used to provide services in a strategic way under limited resources.

Keywords

References

  1. Asia Business News. 2012. "By Restructuring Their Web Sites, Major Companies Catch Two Rabbits: PR and Social Contribution." Accessed October 7, 2012. http://www.asiae.co.kr/news/view.htm?idxno=2012092713250868981.
  2. Bandemer, H., and Gottwald, S. 1995. "Fuzzy sets, Fuzzy Logic Fuzzy Methods with Applications." John Wiley & Sons.
  3. Bellman, R. E., and Zadeh, L. A. 1970. "Decision making in a fuzzy environment." Management Science 17(4):141-24. https://doi.org/10.1287/mnsc.17.4.B141
  4. Bojadziev, G., and Bojadziev, M. 1995. "Fuzzy sets, Fuzzy logic, Applications." World Scientific Publishing Co.
  5. Buttle, F. 1996. "SERVQUAL: review, critique, research agenda." European Journal of Marketing 30(1):8-25. https://doi.org/10.1108/03090569610105762
  6. Chan, L., and Wu, M. 2002. "Quality function deployment: A literature review." European Journal of Operational Research 143(3):463-35. https://doi.org/10.1016/S0377-2217(02)00178-9
  7. Chan, L. K., Kao, H. P., Ng, A., and Wu, M. L. 1999. "Rating the importance of customer needs in quality function deployment by fuzzy and entropy methods." International Journal of Production Research 37(11):2499-20. https://doi.org/10.1080/002075499190635
  8. Cho, Chul-Ho. 2010. "The Effect of Web Service Quality on User Satisfaction, Reuse Intent and Word of mouth: Moderating Effect of Trust and Commitment in Small and Medium Size Hospital Homepage." Journal of The Korean Academic Association of Business Administration 23(3):1481-20.
  9. Cho, Ik Cheon, Cheon, Kyung Chai, Heo, Woo, and Kwak, Choonjong. 2012. "New Product Development for DSLR Camera applying Quality Function Deployment and Fuzzy Theory." Journal of Korean Production & Operation Management Society 23(1):43-27.
  10. Donga-Ilbo. 2011. "Building Mobile Web sites easily by Using the Priere Web Solution." Accessed September 9, 2011. http://news.donga.com/3/all/20110909/40210959/2.
  11. Erginel, N. 2010. "Construction of a fuzzy QFD failure matrix using a fuzzy multiple- objective decision model." Journal of Engineering Design 21(6):677-16. https://doi.org/10.1080/09544820902810261
  12. Etnews. 2012. "The Most Active in Constructing Mobile Web sites are Hospitals." Accessed March 13, 2012. http://www.etnews.com/news/computing/solution/2568859_1476.html.
  13. Garibay, C., Gutierrez, H., and Figueroa, A. 2010. "Evaluation of a Digital Library by Means of Quality Function Deployment (QFD) and the Kano Model." The Journal of Academic Librarianship 36(2):125-8. https://doi.org/10.1016/j.acalib.2010.01.002
  14. Guardiola-Wanden-Berghe, R., Gil-Perez, J. D., Sanz-Valero, J., and Wanden-Berghe, C. 2011. "Evaluating the quality of websites relating to diet and eating disorders." Health Information and Libraries Journal 28(4):294-8. https://doi.org/10.1111/j.1471-1842.2011.00961.x
  15. Hwang, In A, Yang, Maeng Ho, Go, Yeong Cheol, and Lee, Hae Cho. 2005. "Homepage Integration Strategy and Implementation of Public Institutions." The Fall Conference for the Korea Technology Innovation Society, October.
  16. Jung, Sang-Chul, Yoo, Hae-Rim, and Kim, Myeong-Suk. 2004. "A Study on the Measurement and Improvement of Service Quality using QFD in the Internet Shoppingmall." Journal of Information Technology Applications & Management 11(4):181-28.
  17. Kahraman, C., Ertay, T., and Buyukozkan, G. 2006. "A fuzzy optimization model for QFD planning process using analytic network approach." European Journal of Operational Research 171(2):390-22. https://doi.org/10.1016/j.ejor.2004.09.016
  18. Khoo, L. P., and Ho, N. C. 1996. "Framework of a fuzzy quality function deployment system." International Journal of Production Research 34(2):299-13. https://doi.org/10.1080/00207549608904904
  19. Kim, Deog-ho. 2001. "A Study on Contentment of Internet Web System." Cheju National University.
  20. Korea Internet & Security Agency. 2011. "Survey on the Internet Usage." http://isis.kisa.or.kr/board/index. jsp?pageId=040100&bbsId=7&itemId=783&pageIndex=1.
  21. Korea Internet & Security Agency. 2012. "Survey on the Smartphone Usage in the first half of 2012." http://isis.kisa.or.kr/board/index.jsp?pageId=040100&bbsId=7&itemId=787&pageIndex=1.
  22. Kuo, H-M., and Chen, C-W. 2011. "Application of quality function deployment to improve the quality of internet shopping website interface design." International Journal of Innovative Computing, Information and Control 7(1):253-16.
  23. Lee, Sejung. 2009. "A Study on the Measurement of Theater Service Quality Using Quality Function Deployment." University of Sungkyunkwan.
  24. Parasuraman, A., Zeithaml, V., and Berry, L. L. 1988. "SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality." Journal of Retailing 64(1):12-29.
  25. Paryani, K., Masoudi, A., and Cudney, E. A. 2010. "QFD Application in the Hospitality Industry: A Hotel Case Study." Quality Management Journal 17(1):7-22.
  26. Sahney, S., Banwet, D. K., and Karunes, S. 2004. "A SERVQUAL and QFD approach to total quality education: A student perspective." International Journal of Productivity and Performance Management 53(2):143-24. https://doi.org/10.1108/17410400410515043
  27. Yoon, Young Mi, and Kim, Sik. 2005. "Customer-Centric Tourism Web Site Design By Quality Function Deployment." Journal of Korean Aviation Management Society 3(1):103-27.
  28. Zadeh, L. 1965. "Fuzzy sets." Information and Control 8(3):338-16. https://doi.org/10.1016/S0019-9958(65)90241-X
  29. Zhou, C. X., and Barnes, S. J. 2008. "Web site quality in the UK airline industry: A longitudinal examination." Journal of Computer Information Systems 49(2):50-8.
  30. Zisis, P., Garefalakis, A., and Sariannidis, N. 2009. "The Application of Performance Measurement in the Service Quality Concept: The Case of a Greek Service Organisation." Journal of Money Investment and Banking 9:21-27.