• Journal of the Korean Operations Research and Management Science Society
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• v.41 no.1
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• pp.71-85
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• 2016

Service channel environments have changed dramatically with the advent of new, online digital channels. This article studies the effects of perceived multi-channel service quality on customer satisfaction and loyalty in the banking industry and the moderating role of age, which is a characteristic of customers. The objective is to identify the quality factors that affect the overall satisfaction and loyalty of a multi-channel customer. A quantitative study was conducted on 900 customers, with the main targets being users of the nine primary Korean retail banks. Results show that perceived service quality of the physical environment, human service, Internet banking, mobile banking, and ATM has a positive influence on overall satisfaction and loyalty. Age moderates the relationship among physical environment quality, human service, and customer loyalty.

• The Journal of Asian Finance, Economics and Business
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• v.6 no.1
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• pp.195-203
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• 2019

The study aims to identify Service Quality factors that affect purchase decision on Click and Collect service through the mediating variable of customer emotions at Mobile World stores in Ho Chi Minh City. This study employs a mixed methods research design. Data were collected through online self-completion questionnaire distributed to 316 customers who used to experience Click and Collect service at the Mobile World stores in Ho Chi Minh City, Vietnam. The theoretical model was tested through two-stage regression analysis (PATH model). The findings show that factors of service quality such as Reliability, Responsiveness, Assurance, Empathy, Tangibility, and Emotions affect the decision to purchase online and receive products directly at Mobile World stores in Ho Chi Minh City. Responsiveness and Assurance have a significant positive impact on the customer's emotions. Consequently, these factors should be considered and addressed when conducting multi-channel services. Obviously, employees must first be trained to be able to deliver the promise of the retailer to their customers. Based on the results of the study, the authors provide managerial implications for retailers in Vietnam in the multi-channel retail environment to develop Click and Collect at retail stores across the country and the world.

• The Journal of the Korea institute of electronic communication sciences
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• v.14 no.5
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• pp.837-844
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• 2019

In this paper, we propose the AMBM(: Adaptive Multi-channel Backoff Machisum) -Mac protocol to provide high throughput for non-safety applications in VANET(: Vehicular Ad Hoc Networks) environment. The proposed protocol guarantees the quality of service of non-safety packets by dynamically adjusting CW(: Channel Window) of WSA(: WAVE Service Advertisement) to maximize throughput between non-safety packets of different priority. It also shows that allocating a large amount of time for channel coordination and time slot reservation for SC and dynamically adjusting CW and CCI as nodes increase to reduces transmission delay than IEEE 1609.9, C-MAC(: Coordinated multi-channel MAC, and Q-VCI(: QoS Variable CCH Interval) protocols.

• Journal of Broadcast Engineering
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• v.12 no.3
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• pp.222-229
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• 2007

According to the advancement of multimedia compression technologies, high quality multi-media services are easily found in common life. Along with this situation, 5.1-channel audio service also has expanded the application area to home theater system and car theater system and consumer can easily take a chance to experience the feeling of 5.1-channel audio. On the other hand, terrestrial DMB service has been launched in Korea from Dec. 2005 as a handhold multi-media broadcasting service. However, multi-channel audio was not considered due to the insufficiency of bandwidth and the handhold usage. Lately, MPEG is standardizing high efficiency multi-channel audio compression technology for handheld broadcasting service, and several trial for application is introduced in Europe. In this paper, we would like to explain multi-channel audio compression technology, describe the implementation of the verification system for the multi-channel audio service over T-DMB and investigate the possibility of further realization of the service.

• KSII Transactions on Internet and Information Systems (TIIS)
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• v.12 no.12
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• pp.5917-5935
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• 2018

Adaptive Multi-Rate Codec is one of the codecs which is used for making voice calls. It helps to connect people who are scattered in various geographical areas. It adjusts its bit-rate according to the user's channel conditions. It plays a vital role in providing an improved speech quality of voice connection in Long Term Evolution (LTE). There are some constraints which need to be addressed in providing this service profitably. Quality of Service (QoS) is the dominant mechanism which determines the quality of the speech in communication. On several occasions, number of users are trying to access the same channel simultaneously by standing in a particular region for a longer period of time. It refers to Multi-user channel sharing problem which leads to resource loss very often. The main aim of this paper is to develop a novel RSA - QoS scheduling algorithm for reducing the Resource Loss Ratio. Eventually, it increases the throughput.The simulation result shows that the RSA - QoS increases the number of users for accessing the resources better than the existing algorithms in terms of resource loss and throughput. Ultimately, it enhances the QoS in Mobile Networks.

• The Transactions of the Korean Institute of Electrical Engineers P
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• v.64 no.4
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• pp.321-326
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• 2015

Smart metering is one of the most implementable internet-of-thing service. In order to implement the smart metering, a wireless communication network should be newly designed and evaluated so as to satisfy quality-of-service of smart metering. In this paper, we consider a wireless network for the smart metering implemented with multi-purpose wireless chips and channel coding-functioned micro controllers. Especially, channel coding is newly adopted to improve successful frame transmission probability. Based on the successful frame transmission probability, average transmission delay and delay violation probability are analyzed. Using the analytical results, service coverage expansion is evaluated. Through the delay analysis, service feasibility can be verified. According to our results, channel coding needs not to be utilized to improve the delay performance if the smart metering service coverage is several tens of meters. However, if more coverage is required, chanel coding adoption definitely reduces the delay time and improve the service feasibility.

• Journal of Korea Technology Innovation Society
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• v.4 no.3
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• pp.342-354
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• 2001

The appearance of on-demand business model of multimedia contents is one of the biggest changes in the broadband Internet which aims at the high-speed Internet users. Currently the interest in the webcasting service, a new converged service of the broadcasting and the telecommunications, has been increased. However the quality of service is not guaranteed due to the bottleneck problem in a middle-mile as the fundamental limit of the Internet, and has not been improved greatly due to the small-scaled operators of the webcasting services. This study suggests a new business model of the multi-channel satellite webcasting service based on the satellite multicasting and content delivery network, which guarantees the quality of service and channelizes the contents by the type or by the special purpose.

• Journal of Korean Society for Quality Management
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• v.42 no.4
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• pp.665-684
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• 2014

Purpose: The purpose of this study was to test and verify on the interrelationship among Service Quality, and Customer Satisfaction and Customer Loyalty in the Humidifier Goods industry. Especially, we study on the relative importance of each CS variables by distribution channel. Nowadays, most of manufacturing companies are proceeding the product servitization, which is combined service contents with product characteristics in the field of manufacturing industries. Methods: We surveyed humidifier purchaser about the some of CS variables and analyzed it using SPSS 21.0 and AMOS 21.0 as a statistical analysis tool. We use the frequency analysis, confirmatory factor analysis, multi-regression analysis and structural equation modeling analysis for our empirical study. Results: As the result of study, we find that Service Quality(SQ) influence Customer Satisfaction(CS) and CS influence Customer Loyalty(CL). Also, we verify that CS works mediate interaction on the effects between SQ and CL. And there are the significant relative effect of SQ to Customer Satisfaction in some of distribution channel. Conclusion: Finally, we make certain that the market size of the Humidifier goods industry will be increased rapidly. And the distribution channe l is more important to medium and small-sized enterprise. So, we have to pay attention to the study on the distribution channel of the Humidifier goods industry. And then, we expect more researches and studies on Service Quality and Customer Satisfaction in the field of manufacturing industries.

• Journal of Internet Computing and Services
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• v.9 no.3
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• pp.103-117
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• 2008

General customer uses internet, SMS(Short Message Service), ATM(Automated Teller Machine), DM(Direct Mail), and telephony services, etc, for service of big businesses and small and medium enterprises, securities, financial institutions, bank. In particular, the case of Fire insurance & Securities, financial institutions, banks must meet Real-Time constrain control through QoS(Quality of Service) ensure. In this paper, we design and implement a system model about Fault-Tolerance IVR(Interactive Voice Response) of Multi Channel Service based on CRM(Customer Relationship Management) environment for the first inbound position of customer. The proposed model can be widely used in Large-scale Customer Response service.

• 한국정보통신설비학회:학술대회논문집
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• 2007.08a
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• pp.89-91
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• 2007

Multimedia service based on interactivity, personalization, multiple channels and community distinguishes IPTV from incumbent TV. But data encoding/decoding time and image frame processing should be considered in digital TV versus analog device. Especially channel zapping time is one of the most important parameters for the service quality of IPTV. This paper proposes the mechanism for decreasing the channel zapping time with multiple decoder and image frame processing. We also implemented the multi-group video community service system using IP multicasting function supporting interactive learning service.