• The Journal of Society for e-Business Studies
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• v.15 no.3
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• pp.63-83
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• 2010

IPTV(Internet Protocol Television) is an innovation technology to lead the new media age. Internet protocol television (IPTV) is a next generation television converged with the Internet which are delivered portal services such as information search, games, movies, home shopping and banking. Generally, service quality affects to adopt or use these technologies. Quality of experience (QoE) is more issue to be considered than service quality because of the technological restriction and limitation that IPTV is accessed by the Internet. The QoE is defined as the cognitive and experienced quality measured with users through an experiment and is conceptually related to service quality. The objective of this paper is to suggest a methodology to measure the QoE of IPTV using a user testing. We find significant factors affecting QoE of IPTV through an exploratory study and measure QoE scores. We found the nine factors of graphics, picture, accuracy, access method, quality of contents, usability, security, and performance important for QoE. The QoE scores of picture, graphics, and quality of contents gained over the average score, but the overall score for IPTV service providers was not high and the QoE needs to be improved.

• 한국정보통신설비학회:학술대회논문집
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• 2004.08a
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• pp.258-261
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• 2004

최근 IT인프라 관제시스템의 구축 추세는 서비스 가용성 및 응답시간이란 관리지표를 기준으로 IT서비스 품질관리 관점에서 시스템을 관리함을 목표로 삼고 있다. 즉, 자원의 종류에 따라 개별 성능 및 장애 관리를 하기보다는 서버, 네트워크, DB, WAS, 어플리케이션 등 IT서비스에 관련된 전반적 자원에 대한 포괄적인 관리로 IT서비스 성능저하 및 장애가 주로 발생하는 지점을 파악하여 보수하고 개선할 수 있는 시스템을 구축하는 것이 최근의 추세라 할 수 있겠다. 한편으론 조직의 IT서비스가 여러 지역에 존재하는 다수 시스템에 의해 수행되는 최근의 상황을 고려할 때, 분산 환경하의 서비스 품질관리를 위해서는 각 지역별로 관리 서버를 운용하고 중앙에 별도의 슈퍼 매니저를 두어 전체를 관장하는 체계가 요구된다. 다중/계층형 관리서버 운용 메커니즘을 지원하는 시스템에서의 각 관리 모듈은 독립적으로 실행이 가능하며, 물리적 서버의 위치가 다른 곳에서도 관리 기능을 실행함에 있어서 문제가 없도록 기능을 지원하여 관리서버의 부하 분산이 투명하게 실현되어야 한다. 여기서는 QoS (Quality of Service)측면에서의 관리 기능을 수행하는 다중/계층형 시스템 통합관리에 관한 기술적 사항들을 살펴보고자 한다.

• Journal of the Korea Society of Computer and Information
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• v.16 no.1
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• pp.191-199
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• 2011

Under the influence of a paradigm shift for administrative service of public institutions in around the world, the 'Government Affairs Assessment Act' has been enacted in Korea in March 2006. By the law, each local governments have been obligating to conduct self-assessment and resident's satisfaction survey for improving administrative service. Thus, the purpose of this study is to evaluate the administrative service quality of district offices(in seoul) in order to meet the government's efforts, and to derive improvement point of administrative service quality in district office. Consequently, this study shows administrative service quality factors affecting resident's overall satisfaction degree, service value maturity and positive image maturity of district office and then, will explore improvement ways of each district office through attribute analysis of administrative service quality.

• Journal of the Korea Convergence Society
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• v.8 no.4
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• pp.167-182
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• 2017

This study aims to examine the impacts of service quality (SQ) on consumer-brand relationship quality (BRQ), the mediation effects of brand trust (BT) in those relationships and the moderated mediation effects of BT by the level of perceived product quality (PQ). A 376 valid sample was obtained from the consumers who have visited the service centers of automotive brands. The findings demonstrate the direct effects of SQ of the service centers in automotive brands on BRQ are not significant, while the mediation effects of BT between SQ and BRQ are significant. Moreover, the findings reveal that the mediation effects of BT in the lower perception group of PQ are stronger than those in the higher group. Based on these findings, not only the necessary roles of a service center to improve BRQ but also the transferring process from service centers' SQ to building a strong brand are discussed.

• Proceedings of the Korea Multimedia Society Conference
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• 2002.11b
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• pp.31-34
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• 2002

IDC는 기업 및 개인 고객에게 전산 설비나 네트워크 설비를 유치하여 유지·보수 등의 서비스를 제공하는 곳으로, 서버 장비 및 통신장비의 운영과 관리를 대행하여 서버의 안정성, 보안성과 서버가 제공하는 서비스의 품질을 유지해 주는 시설이다. 하지만 학교나 일부기업에서는 자신들의 고유 서비스를 위해 호스트를 자신들의 NOC(Network Operation Center)에 놓아두게 되고, 그러면 IDC에서 지원하는 다양한 관리 서비스를 제공받지 못한다. 본 논문에서는 웹 기반 IDC 관리형 인터넷 서비스 모니터링 및 관리시스템의 구조를 제안하고 시스템을 구현한다. 웹에서 효과적인 모니터링 및 관리를 위하여 JAVA 기반의 설계를 하였으며, 인터넷 서비스에 대한 효율적인 관리를 위하여 ICMP 프로콜을 사용하였다. 제안된 시스템을 이용하여 원격지의 서버의 상태나 인터넷 서비스의 전반적인 상태를 일정하게 유지하며, 웹을 기반으로 하여 모니터링 및 관리를 할 수 있다. 중요 기능은 데이터의 주기적인 수집과, 수집된 정보를 데이터 베이스에 저장함으로써 네트워크의 상태 변화에 대한 지속적인 관찰이 가능하다. 또한 시스템에 어떤 문제가 발생하였다고 판단될 경우 효율적이고 신속한 대처가 이루어지도록 하기 위하여 관리자에게 보고서를 제출하게 된다.

• The Journal of the Korea Contents Association
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• v.16 no.6
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• pp.649-661
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• 2016

It was intended to enhance the quality of festival and contribute as image of refined local festival by making an empirical and cross-sectional analysis of effect that the overall quality of service provided in the local festival had on users' satisfaction and revisit intention by using 2013-2014 two-year data for visitors who had enjoyed "Cheonan Heungtaryeong Dance Festival", best festival designated by Ministry of Culture, Sports and Tourism after 2012. The results of analyzing a difference for 2 years are as follows. 1) Among social quality factors, both cultural effect and image effect showed a significant difference with p=.001 and p=.004. 2) Among process quality factors, food and souvenir showed a significant difference with p=.27. 3) Among physical quality factors, both convenience in connection with the visitors' enjoying the festival and facility arrangement didn't show difference between groups with p=.130 and .408. Finally, in the item of whether the overall service quality of festival had an effect on visitor satisfaction and whether visitor satisfaction with festival had an effect on revisit intention, each of these had p=.000. So, it was shown that there was statistically significant difference. In other words, it is proved that the enhancement of service quality lead to high satisfaction, and this arouses revisit intention and produces word of mouth effect.

• The Journal of the Korea Contents Association
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• v.10 no.11
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• pp.391-402
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• 2010

The purposes of this study are to identify the relationships between service quality, perceived value, satisfaction, and loyalty for IhoTewoo festival through a structural equation model. This study was conducted by means of survey questionnaire of festival visitors with 348 responses. The main results of the study are as follows. First, the exploratory factor analysis with principal component method of the 19 service quality items identified four underlying domains. These dimensions were labelled: (1) 'program', (2) 'informational service', (3) 'festival area', and (4) 'food'. Second, service quality has a significantly positive effect on perceived value, satisfaction, and loyalty. Third, Perceived value has a significantly positive effect on satisfaction. Fourth, both perceived value and satisfaction have significantly positive effects on loyalty. Fifth, Although the direct effect of service quality on customer loyalty was evident, it was also found that the indirect effects of service quality through perceived value and/or overall satisfaction were stronger. Thus, customer loyalty will be stronger when service quality is matched with perceived value and/or overall satisfaction, meaning that multiple factors play a significant role in determining customer loyalty.

• Proceedings of the Korea Contents Association Conference
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• 2013.05a
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• pp.89-90
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• 2013

공항서비스 질에 대한 이용객의 인식이 전반적인 공항이용의 매력도와 직결되므로 그 중요성이 점점 커지고 있다. 반면 현 제주국제공항은 활주로의 수용능력도 부족 할 뿐만 아니라 여객 터미널의 수용 능력, 운항 횟수 20만 초과 할 것으로 예상하고 있다. 또한 2011년 11월 11월 NEW7WONDERS에서 7대 자연경관으로 선정됨으로서 세계화, 개방화 그리고 관광객 증가에 따른 항공 수요 증가 추세이다. 공항산업이 빠르게 변화하고 있고 제주지역 발전 속도에 따른 장래 항공수요를 감안하여 제주국제공항의 시설에 대한 기대수준과 만족수준을 측정해야 한다. 따라서 본 연구는 공항의 독특한 서비스 환경에 대한 공항이용객들의 기대 역할 실증연구를 통해 기대와 만족간의 차이분석 연구를 하는데 목적이 있다. 제주국제공항 이용객들을 대상으로 설문조사를 실시하였고 이용객들이 기대하는 공항서비스 품질은 무엇인지를 분석하였다. 향후 공항서비스 품질관리에 관한 개선사항을 제시할 수 있는 기초자료로 활용되고자 한다.

• Journal of Digital Convergence
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• v.16 no.8
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• pp.311-320
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• 2018

In this study, we conducted a survey on the 20 - to 30-year-olds woman and men in a total of 291 questionnaires to analyze the impact on the level of customer satisfaction and revisit the factors of service quality and hospital selection. Analysis result, found that there was a correlation between the quality of service, customer satisfaction, and factors of re-intervient inquiry when selecting hospitals. In particular, it was found that hospital expenses and hospital map were affected by customer satisfaction and re-investigation companies, and the quality of the service after treatment had the greatest impact on other variables. As such, these results are considered to be of overall concern to the physician's ability to perform the procedure as well as to the service of the staff. Various follow-up studies are needed depending on the region.

• The Journal of the Korea Contents Association
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• v.16 no.5
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• pp.35-45
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• 2016

The purpose of this study is to examine factors that influence mobile video services' satisfaction. 362 users who use both DMB and mobile video services complete the questionnaires measuring 6 attribute level satisfactions and total satisfaction of mobile video services, TV contents broadcasting status in mobile video services. The data are analyzed by using frequency analysis, Chi-square test, t-test/F-test, multiple regression and moderated multiple regression. The results of the study are as follows: First, diverse contents, image quality, video streaming quality, user convenience, and data consumption volume affect total satisfaction of mobile video services. Second, TV contents broadcasting status in mobile video services doesn't show positive moderation effect on the relationship between attribute level satisfaction and total satisfaction. Based on the results, the implications and limitations of this study are discussed.