• Journal of Information Technology Services
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• v.11 no.2
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• pp.169-183
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• 2012

Since the competition of higher education is more and more critical, the improvement of educational services is importantly considered. Despite the current situations, there are few studies addressing the relationships between education service quality and its outcomes. As educational service quality plays a key role in improving student satisfaction, universities provides a high level of educational services for students and reinforce their competitiveness through student satisfaction. This research investigates the relationships among IT service quality, business education service quality, trust, student satisfaction and student loyalty. In so doing, the current study establishes a theoretical model to test the proposed relationships. The results further suggest that the indirect effect of the IT service quality and the business education service quality enhances its impact of student satisfaction, trust, student loyalty. Finally, the authors draw conclusions and further research directions.

• The Journal of the Korea Contents Association
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• v.9 no.7
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• pp.110-120
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• 2009

Recently raising the recognition and it joins in about software quality evaluation and authentication and the recognition is augmented in about importance of the high quality security which leads a quality investment from the software development enterprise. The quality investor do to become accomplished but substantially from which degree level, quality investment it leads and the verification of software quality improvement does not become accomplished substantially and with without being it does and wants the enterprises where are clear the quality improvement which leads a quality investment does not set the direction where the problem occurs. From the research which it sees international ISO/IEC 9126 where it is standard and in about software test ISO/IEC 12119 where it is a guide it constructed the metric in base and software tentative instance it led and is accumulated and the defect data which it analyzed. result escape it investigated/to analyze quality level and it analyzed is weak from development process part and a defect level and the quality rating instance of Middleware] software and escape a disposal plan it investigated. The research which it sees it leads and it induces it is quantitative/that there is a possibility of being sufficient it sees the quality increase of Middleware software and the demand which is qualitative.

• Journal of Digital Convergence
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• v.10 no.11
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• pp.11-27
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• 2012

The purpose of this study was to suggest a guideline for systematic and practical critical success factors of the External IT audit. For this purpose, an integrated conceptual model is developed considers that the service quality, and the IS(Information Systems) success with a contingency viewpoint. The model is tested using 254 data of IS projects which procured the external IT auditing service in public sector of Korea. The results of this study are as follows. First, service quality attributes of responsiveness, reliability, and tangibility have positive influence on IS implementation process quality. Second, the external IT audit quality obviously contributes to IS implementation success considering both IS implementation process quality and IS system quality. However it has positive influence on the process quality directly and the system quality indirectly.

• Journal of Korea Society of Industrial Information Systems
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• v.16 no.3
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• pp.137-147
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• 2011

In this study, an analysis was conducted to investigate the process how information technology(IT) quality affects organizational performance. Acquisition of IT by itself is not sufficient for the improvement of organizational performance, which additionally requires the operations activity using IT to meditate between IT and organizational performance. This study classified the IT quality into functional quality and operational quality. The functional quality is defined as intrinsic characteristics of IT itself while the operational quality is defined as effective support of IT for organizational management activities. Our research model proposed that the functional quality has indirect effect meditated by the operational quality on organizational performance. The statistical test using structural equation modelling in empirical research showed insignificant direct effect and significant indirect meditation effect of the functional quality on organizational performance via the operational quality. This paper concludes with contribution of this study, managerial implication of the research findings and further research issues.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.38 no.4
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• pp.30-38
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• 2015

IT security service provides customers with the capability of protecting the networked information asset and infrastructures, and the scope of security service is expanding from a technology-intensive task to a comprehensive protection system for IT environment. To improve the quality of this service, a research model which help assess the quality is required. Several research models have been proposed and used in various service areas, but few cases are found for IT security service. In this work, a research model for the IT security quality has been proposed, based on research models such as SERVQUAL and E-S-QUAL. With the proposed model, factors which affect the service quality and the best quality measure have been identified. And the feasibility of using quantitative measures for quality has been examined. For analysis, structural equation modeling and various statistical methods such as principal component analysis were used. The result shows that satisfaction is the most significant measure affected by the proposed quality factors. Two quality factors, fulfillment and empathy, are the main determinants of the service quality. This leads to a strategy of quality improvement based on factors of emotion and perception, not of technology. The quantitative measures are considered as promising alternative measures, when combined with other measures. In order to design reliable quantitative measures, more work should be done on target processing time and users' expectation. It is hoped that work of this research will provide efficient tools and methods to improve the quality of IT security service and help future research works for other IT service areas.

• The Journal of Information Systems
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• v.18 no.3
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• pp.251-276
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• 2009

Maintaining online services of high quality has become a crucial factor for brokerages to gain competitive advantages. Because of the attributes of the product uniformity of online trading, online brokerages have grown significantly with IT development, since the early 2000s. Now, as the online trading business gets mature, the profitability of the IT investment and the quality of IT-based services became questioned. This study examines the issues of IT investment and its contribution by analyzing the relationship between the quality of online service and IT investment. In addition, it also investigates the relationship of the quality of online services and profitability of brokerage. Our results show that IT investment draws cubic-style, curvilinear relationship with the service quality of online trading and only high quality services can lead to the increase of profitability.

• Journal of Information Technology Services
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• v.13 no.3
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• pp.333-342
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• 2014

As for the dimensions of service quality, reliability, responsiveness, assurance, empathy, and tangibles are the main factors that determine the company's service quality. To improve quality of service, companies emphasize the balance among the dimensions of service quality. These emphases improve definitely customer satisfaction and intention of reusing service, while communication at customer encounters give direct affects in customer satisfaction and intention of reusing service. This study shows how communications at customer encounters affect intention of reusing service and be affected by the dimensions of service quality. It especially analyzes how IT-based communications, one of physical one, such as phones, emails, messengers, and SNSs affect and be affected. In addition, it analyzes car repair service. This research uses a factor of communications at service encounter as for intermediate parameter and analyzes how it relates to dimensions of service quality and intention of reusing service. With following research model, it will analyze how IT-based communication affects intention of reusing service and be also affected by dimensions of service quality.

• The Journal of Industrial Distribution & Business
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• v.10 no.4
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• pp.43-56
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• 2019

Purpose - The purpose of this study is to classify the quality factors of chicken restaurant customers with the service quality based on the SERVQUAL, the quality factors based on the selection attributes and service qualities of chicken restaurants used in the previous studies. Research design, data, and methodology - This survey was carried out on the students of Kangwon University in Samchuk City, Kangwon Province from November 20 - November 30, 2017, and a total of 260 questionnaires were distributed, with 222 collected. Of them, effective questionnaires applied in the final study were a total of 193 except 29 that couldn't be used. Results - The findings of this study are as follows: Firstly, chicken restaurants' quality factors were divided into seven categories like cleanliness, service encounter quality, product quality, aesthetics, overall interior, purchase quality, and convenience. Secondly, it showed that service encounter quality, purchase quality, and cleanliness had a positive impact on customer satisfaction, respectively. Thirdly, it showed that service encounter quality, purchase quality, and cleanliness had a positive impact on trust, respectively. Fourthly, it showed that customer satisfaction had a positive impact on behavioral intention. Additionally, it suggested that customer satisfaction of chicken restaurant consumers had a positive impact on behavioral intention and thereby, higher customer satisfaction leads to higher levels of reuse and recommendation intention. Lastly, after checking the effect relations of trust between customer satisfaction about chicken restaurant and behavioral intention, it was analyzed that customer satisfaction has a positive impact on trust and trust has a positive impact on behavioral intention. On the other hand, it showed that trust have a partially mediating effect in the relations between customer satisfaction and behavioral intention. But, it showed that product quality, aesthetics, overall interior, purchase quality, and convenience did not have a positive impact on customer satisfaction. Conclusions - Chicken restaurant consumers put more priority on friendly and good services of chicken restaurant staff in service encounter and delivery order, rather than on reasonable price and discount systems. Thereby, chicken restaurant marketers need to take factors like service encounter quality, cleanliness into more consideration.

• Journal of Korean Society for Quality Management
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• v.27 no.3
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• pp.94-112
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• 1999

It is booming to use computer and information owing to the information society. As software applications have grown, so too has the importance of software quality. Therefore, software quality measurement and evaluation are necessary to satisfy the users who are using computers. The ISO/IEC 9126 defines six quality characteristics and twenty-one subcharacteristics including forty inter quality characteristics. We developed software measurement and evaluation technique using the check list in accordance with the ISO/IEC 9126 in design phase. We applied idea and concept of Total Quality Management in order to evaluate and measure the quality of software. Namely, it is the concept such as "you should do it right the first time." or "you have to build quality in the process." We executed the quantitative evaluation of software, also had shown the distinctive result in order that users and developers can find the errors easily. We evaluated the quality of academic softwares in order to verify developing technique at S college. As a result of the evaluation, this college has found it necessary to maintain the software as soon as possible because academic systems are not adequate for users at this present time.

• Journal of Information Technology Services
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• v.11 no.1
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• pp.239-246
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• 2012

The user increases around the WiBro and in which the mobile broad band service is the wireless internet base technology HSDPA, that is the cellular phone foundation technique, and moreover the issue about the user effective quality guarantee emerges but the quality control of the wireless network is the incomplete actual condition. Therefore, the reliability verification according to the development of the system for the performance measure for the continued wireless data service and it and evaluation are needed for the quality control. In this paper, the wireless data service quality measurement system was implemented with the design. The same test environment as the existing network performance measurement program was built for the reliability verification of the embodied device for measuring quality and evaluation and the cost performance was performed. It could confirm that design and embodied wireless data service quality measurement system operated accurately in this paper through the quality measure result value analysis.