• Proceedings of the Korea Information Processing Society Conference
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• 2006.05a
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• pp.1267-1270
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• 2006

최근들어 초고속 통신망(xDSL, FTTH, Cable)을 이용하여 Head-End Server에서 가입자 댁내의 셋탑박스를 TV를 이용하여 멀티미디어(다채널 SD/HD 방송, VOD) 및 양방향 인터넷 연동 서비스(T-Portal, T-Communication) 등을 제공하는 것이 가능해 졌다. 더불어 고객들에게 인터넷을 통한 이 서비스의 품질을 보장하는 망 관리 관점에서의 기능도 필요하게 되었다. 고객들은 예전보다 더 나은 통신품질을 제공받기를 기대하고 있다. 따라서, 기존의 PE-to-PE 통신 품질 뿐만 아니라 CE-to-CE 통신 품질도 제공함으로써 고객체감품질 보증의 만족도를 향상시켜야 한다 본 논문에서는 IP 서비스(IPTV, VoIP 등)의 SLA에서 사용될 품질 지표에 관한 연구 및 PE-to-PE구간에서 부터CE-to-CE 구간 까지의 시스템 망 구성도, SLA 관리시스템에 관해 설명한다. 본 논문의 SLA 시스템에서는 가입자 댁내의 셋탑박스에 내장된 품질측정 Agent를 이용하여 통신품질 데이터를 측정한 후, 가공하여 SLA를 적용함으로써, 보다 정확한 고객체감품질 보증 및 고객에게 SLA의 신뢰성을 줄 수 있다. 또한, 서비스 제공자로 하여금 사전에 통신품질을 감시할 수 있는 기능을 제공함으로써 양질의 통신품질을 보장할 수 있도록 하는데 목적이 있다.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.36 no.11C
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• pp.655-661
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• 2011

The transmission issues for the scalable video coding extension of H.264/AVC (H.264 SVC) video has been widely studied. In this paper, we propose an objective video-quality assessment metric based on no-reference for H.264 SVC using scalability information. The proposed metric estimate the perceptual video-quality reflecting error conditions with the consideration of the motion vectors, error propagation patterns with the hierarchical prediction structure, quantization parameters, and number of frame which damaged by packet loss. The proposed metric reflects the human perceptual quality of video and we evaluate the performance of proposed metric by using correlation relationship between differential mean opinion score (DMOS) as a subjective quality and proposed one.

• Journal of Digital Convergence
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• v.13 no.3
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• pp.19-29
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• 2015

This study is to evaluate the public drinking water service systematically, to improve customer satisfaction level, also overcoming the limitations of the existing method often relying on the satisfaction measurement subjectively. Thorough the rigid quality control of the service and its effect on civil affairs administration, we conclude that quality of the public service has an influences on the customers' satisfaction, which play a role to intensify the confidence and support of the civil administration by its appropriate management. Thus quality control management itself has its own value in that the satisfaction and confidence of the service result from the quality. The new model can be utilized as a Service Quality Index for the public drinking water service. To enhance the customers' satisfaction and confidence of the water suppliers, it is very useful that they reflect the customers' needs exactly through the service quality control regularly.

• The KIPS Transactions:PartC
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• v.19C no.2
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• pp.119-126
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• 2012

This paper covers the service quality of packet-based voice service that is provided over wireless broadband (WiBro) and high speed downlink packet access (HSDPA) systems. Using a measurement software that has been developed in the course of preparing a advanced service quality management scheme for the packet-based voice service over wireless networks, a huge scale of experiment is conducted to measure the real quality of the voice service. Based on our analysis of the measurement results, the service quality of the voice service is supposed to be quite good over both wireless systems. In addition, another experiment to investigate the effect of degradation of wireless transmission conditions on the service quality of the voice service shows the values of wireless service metrics in which mean opinion score (MOS) starts to decrease.

• 한국항공운항학회:학술대회논문집
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• 2016.05a
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• pp.281-286
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• 2016

국 내외 기업들이 새로운 경영기법으로 도입하고 있는 아웃소싱은 비용절감, 핵심 업무에 대한 집중, 생산성 제고 등의 장점으로 빠르게 확산되고 있다. 인천국제공항 역시 공기업 경영혁신과 내부요인 등으로 인해에 개항과 함께 아웃소싱을 도입하였으며, 2014년 3월 현재에는 43개 분야에 아웃소싱을 도입하여 운영하고 있다. 이처럼 아웃소싱 도입이 확산 되면서 성공적인 아웃소싱 관리에 대해 모색하게 되었고, 인천국제공항 역시 효율적인 관리를 위해 주로 IT 분야에서 적용하고 있는 서비스수준협약(Sercive Level Agreement, SLA)을 전 분야에 걸쳐 도입하게 된다. 인천국제공항은 서비스수준협약을 통해 서비스 수준에 영향을 미치는 복합적인 요인을 효율적으로 관리하고 지속적인 서비스 품질수준을 유지하고자 도입한 것이다. 그러나 대부분의 서비스수준협약이 IT 분야에만 집중되어 있어 아직까지는 비(非) IT 분야의 서비스수준협약 시행은 초기 단계이며 서비스수준협약 측정지표 선정에 관한 연구는 매우 부족한 상태이다. 본 연구에서는 현재 인천공항에서 운영 중인 서비스수준협약을 유사용역 그룹별로 구분하여 구성요소와 역할에 대해 파악하고자 하였으며 서비스수준협약 측정지표가 공항운영 효율성에 어떠한 영향을 미치는지 확인하고자 하였다. 연구결과 서비스수준협약 측정지표의 명확성, 적정성, 업무 통제 가능성은 과업운영의 효율성에 유의미한 것으로 나타났으며, 현재 인천공항에서 운영 중인 서비스수준협약 평가 결과에 대한 인식이 과업 운영의 효율성에도 유의미한 것으로 나타났다. 또한 현행 서비스수준협약 평가 결과에 따라 과업의 문제점이 반영되는지 여부와 과업운영의 효율성 간의 상관관계 분석결과 통계적으로 유의한 것으로 분석되고 있다.

• Journal of Korea Port Economic Association
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• v.31 no.3
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• pp.15-39
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• 2015

This paper investigates the determinants of port service quality from a resources-based approach. The research model is derived from the relevant literature in port management, service quality, and resource-based theory. It is hypothesized that tangible and intangible resources contribute to port service quality, which in turn leads to the enhancement of reputation and loyalty to ports. To test this, a questionnaire survey is undertaken on three major ports in Korea: Busan, Incheon, and Gwangyang; the collected data are then analyzed using partial least squares. It is suggested that both tangible resources and intangible resources have a positive influence on general service quality and that general service quality has a positive influence on customer satisfaction, thus improving port reputation and loyalty. The contribution to the literature is that resource-based theory is applied to a port service quality model and the model is verified. In addition, an augmented model is adopted to examine the effect of individual resources on service quality. It is also possible for port managers to use the constructs to monitor their resources and develop more specific strategies to gain reputation and loyalty from customers.

• Journal of the Institute of Electronics and Information Engineers
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• v.52 no.2
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• pp.127-137
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• 2015

Various services such as IPTV(Internet Protocol TV), Internet Telephony are provided through multiple ISPs(Internet Service Providers) as ICT technologies are evolving. This paper suggests that the end-to-end Internet service quality evaluation method, which is optimized for domestic environment based on international standards. The end-to-end service quality determines the quality of IPTV and Internet Telephony services and is critical factor for subjective quality as well. As a result, time delay, jitter and packet loss rate are three elements for the quality evaluation. It is also shown that these factors can be predicted with traditional statistical method by sharing minimum amount of information between ISPs.

• The Journal of the Institute of Internet, Broadcasting and Communication
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• v.11 no.2
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• pp.245-252
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• 2011

VoIP transmits voices over IP-based networks and it is the abbreviation of Voice over Internet Protocol. Recently, VoIP provides various services in addition to voices. Since VoIP services' provision is extending, VoIP service quality management is becoming an important issue. Therefore, in this paper, we study VoIP service quality management. We examine VoIP technology, service types, and network architecture. Then, we investigate key quality indicators(KQIs)/key performance indicators(KPIs) in terms of customers, not network service providers. Toward this, we also study the concept of general service quality management as well as the concept of telecommunication related service quality management. Moreover, we apply $\bar{x}$ and R charts to show how to use statistical quality control techniques in real telecommunication companies with one KQI.

• Journal of Korean Library and Information Science Society
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• v.41 no.1
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• pp.255-272
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• 2010

This paper aims to describe the measurement and improvement of academic library service quality by ISA (Importance-Satisfaction Analysis). This research established service quality model on based LibQUAL+(R). It consisted of 18 items that formed three dimensions, affect of service quality, information control quality, and library as place quality. To execute this research, the service quality according the users' importance and satisfaction of library service is measured through Gaps model and ISA. The data for this case study was collected through the survey conducted the users of the H University library. By applying SPSS 17.0 and Excel 2007, the final 113 surveys were used for analysis.

• Proceedings of the Korean Society for Quality Management Conference
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• 2004.04a
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• pp.365-370
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• 2004

최근 모바일에 대한 관심이 늘어나고 있으며, 그 중에서도 핸드폰을 통한 거래는 소액거래 임에도 불구하고 규모가 접점 커지고 있는 실정이다. 그러나 현재 모바일 커머스에 대한 연구는 미비한 실정이다. 특히 모바일 소액결제 시스템에 대한 연구는 거의 없는 실정이다. 따라서 본 연구에서는 모바일 결제시스템 중에서 소액결제를 중심으로 서비스 품질모형을 평가하고자 한다. 이를 위해 본 연구에서는 기존의 서비스품질을 측정하는 지표인 SERVQUAL을 이용하여 이를 평가하고자 한다.