• Title/Summary/Keyword: Service Quality Measurement Model

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QoS Model for Supporting high Quality Multimedia Services (고품질의 멀티미디어 서비스 제공을 위한 QoS 모델)

  • Song, Myung-Won;Lim, In-Seub;Jung, Soon-Key
    • The Journal of Korean Institute of Communications and Information Sciences
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    • v.33 no.9B
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    • pp.802-812
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    • 2008
  • This paper proposes QoS Model which has tested and analyzed the capabilities of provisioning multimedia service in high speed Internet environment. We have tested quality measurement test for VoIP/MoIP, VoD, IPTV services and analyzed the level of QoS and QoS degradation by constructing test laboratory consisted of 46 subscribers which provided by 3 telecom operators. Besides, We propose QoS Model to apply for BcN application based on analysis result and prove proposed model by constructing test lab in KOREN environment. It is expected that telecom will use this results as a valuable information to construct All-IP network based on NGN(NGN:Next Generation Network).This paper proposes QoS Model which has tested and analyzed the capabilities of provisioning multimedia service in high speed Internet environment. It is expected that telecom will use this results as a valuable information to construct All-IP network based on NGN.

The Fuzzy QFD Approach to Importance the Public Sector Information Performance Measurement Category (퍼지 QFD를 활용한 공공부문 정보화 성과 측정범주 중요도 도출)

  • Oh, Jin-Seok;Song, Young-Il
    • Information Systems Review
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    • v.12 no.2
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    • pp.189-203
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    • 2010
  • Is presenting guidance of information performance measurement as government PRM version 2.0 these common reference models in public sector. Government PRM is consisted of assessment classification system and standard line of sight and performance management standard form. Through this, is sorting performance element and define cause-and effect. Government PRM is supplying measurement categories at assessment classification system, but relative importance for application standard by measurement categories is not presenting. In this study, importance for government PRM's measurement categories been applying by commonness Test of information performance measurement of public sector wishes to deduce estimation and priority. Research model used Fuzzy QFD, and designed so that can reflect well PRM's development purpose. I applied Fuzzy AHP and FPP method that graft together fuzzy theory to minimize uncertainty and ambiguity in that expert opinion. Is drawn to element that "Standard model offer for information department and management" is the most important in government PRM's development purpose. "Quality of service" is showing the highest priority in customer results in measurement category. Importance for government PRM's measurement categories can offer common valuation basis in government and public institution. Hereafter if examine closely quantitative cause-and effect for structure model of measurement classification system when study government PRM more objective and efficient reference model become.

A study on the measurement and processing of medical service experience data - From the perspective of realizing patient-centeredness - (의료서비스 경험데이터의 측정 및 가공에 관한 연구 -환자중심성 실현 관점에서-)

  • Jinho, Ahn;Jungmin, Choi
    • Journal of Service Research and Studies
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    • v.13 no.3
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    • pp.147-159
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    • 2023
  • This study is a study to develop a model for measurement and processing of experience data, which is emerging as a core value in quality management of medical services. In the theoretical background, a literature study was conducted on the importance of experience in medical service, measurement and processing of experience data, and realization of patient-centeredness. Based on these literature and theoretical background research results, operational definitions were performed for the following four research variables, and statistical tests were conducted. Hypothesis 1 is the effect of measuring experience data from the perspective of three factors on persona modeling, Hypothesis 2 is the effect of persona modeling on service blueprint visualization, Hypothesis 3 is the effect of service blueprint visualization on realization of patient-centeredness, and Hypothesis 4 is persona modeling This is the effect that modeling has on the realization of patient-centeredness. After data-based testing of factor analysis, reliability analysis, and correlation analysis, all four hypotheses were adopted as a result of verification using regression analysis. In conclusion, in an era where it is difficult to recognize the value of having only good medical staff and medical equipment in hospitals, it was possible to grasp the meaning that what kind of medical service experience is continuously obtained is more important to patients than the effectiveness of medical staff and medical equipment. In the era of the service economy, the core of hospital service competitiveness is providing attractive experiences, which is the real strength of hospitals, so the measurement and processing of experience data, which is the subject of this study, will have an important meaning in realizing patient-centeredness and realizing smart hospitals.

A Study on the Development of Service Quality Measurement Model for Local Government Website (지방자치단체 웹 사이트 품질평가모델의 개발에 관한 연구)

  • Park, Dong-Jin;Lee, Myeong-Mo
    • 한국디지털정책학회:학술대회논문집
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    • 2005.06a
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    • pp.43-50
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    • 2005
  • 본 연구는 기존의 평가방법 및 평가시스템의 문제점을 지적한 후, 영리조직의 성과측정 방법론인 균형성과표(BSC: Balanced Scorecard) 접근을 채택하여 지자제 웹 사이트 성과측정 프레임워크를 제시한다. 또한 본 연구에서는 이 프레임워크를 지원하는 정보시스템을 설계하고, 프로토타입을 개발한 후, 군단위 지방자치단체의 사례를 보여줌으로써 본 프레임워크 및 시스템의 적용 가능성을 보인다.

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A Study on The Effective Efforts to Recover Unsatisfied Restaurant Customers An Empirical Study of the Measurement of the Customer Satisfaction in Hotel Industry In Korea (한국 특급호텔의 고객만족지수 연구)

  • Na, Yeong-Seon
    • Journal of Applied Tourism Food and Beverage Management and Research
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    • v.15 no.2
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    • pp.99-122
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    • 2004
  • The purposes of this study and to develop the model to prove the structural relationship between service orientation and customer satisfaction, to find out the mediation variables between them, to survey and analyze their roles empirically, and to prove the probability of applying the strategic frame to all hotels in Korea. For these purposes, the author developed a structural model which consists of six variables. The data were collected from 7 hotels and analyzed with AMOS program. The findings can be summarized ad follows : First, the higher customer expectation, the lower customer satisfaction. Second, the higher customer expectation, the higher customer perceived quality. Third, the higher customer perceived qualify, the higher customer satisfaction. Fourth, the higher customer perceived quality, the higher customer perceived value. Sixth, the higher customer satisfaction, the lower customer complaint. Seventh, the higher customer satisfaction, the higher customer loyalty.

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A Study on the Causal Relationships among Eco-friendly Consumption Value, Dietary Attitude, Nutrient Intake Behavior, Health Behavior and Quality of Life (친환경 소비가치와 식태도, 영양섭취행동, 건강행동 및 삶의 질 간의 영향관계 분석)

  • Lee, Yeon-Jung
    • Culinary science and hospitality research
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    • v.23 no.7
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    • pp.50-62
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    • 2017
  • The purpose of this study was to analyze the relationships among variables focusing on what kinds of characteristics of eco-friendly consumption value affect dietary attitude, nutrient intake behavior, health behavior and quality of life, and establish a relationship model. The subjects of this study were 238 eco-friendly consumers. SPSS 23.0 and LISREL 8.50 were adopted to examine measurement model by using analysis method. The results were as followings; First, eco-friendly consumption value has a positive impact on dietary attitude and health behavior. Second, dietary attitude affects nutrient intake behavior positively. Third, the impact of nutrient intake behavior on health behavior is significant. From the results of this investigation, it was found that eco-friendly consumption value affects dietary attitude, health behavior and that the health behavior was positively influential on quality of life. It was also verified that eco-friendly consumption value affects dietary attitude, nutrient intake behavior, and health behavior. Moreover, it was also confirmed that the higher eco-friendly consumption value is, the higher dietary attitude, trust, health behavior and quality of life will be, thereby improving the good healthy life provided.

A Study on Actual Usage of Information Systems: Focusing on System Quality of Mobile Service (정보시스템의 실제 이용에 대한 연구: 모바일 서비스 시스템 품질을 중심으로)

  • Cho, Woo-Chul;Kim, Kimin;Yang, Sung-Byung
    • Asia pacific journal of information systems
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    • v.24 no.4
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    • pp.611-635
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    • 2014
  • Information systems (IS) have become ubiquitous and changed every aspect of how people live their lives. While some IS have been successfully adopted and widely used, others have failed to be adopted and crowded out in spite of remarkable progress in technologies. Both the technology acceptance model (TAM) and the IS Success Model (ISSM), among many others, have contributed to explain the reasons of success as well as failure in IS adoption and usage. While the TAM suggests that intention to use and perceived usefulness lead to actual IS usage, the ISSM indicates that information quality, system quality, and service quality affect IS usage and user satisfaction. Upon literature review, however, we found a significant void in theoretical development and its applications that employ either of the two models, and we raise research questions. First of all, in spite of the causal relationship between intention to use and actual usage, in most previous studies, only intention to use was employed as a dependent variable without overt explaining its relationship with actual usage. Moreover, even in a few studies that employed actual IS usage as a dependent variable, the degree of actual usage was measured based on users' perceptual responses to survey questionnaires. However, the measurement of actual usage based on survey responses might not be 'actual' usage in a strict sense that responders' perception may be distorted due to their selective perceptions or stereotypes. By the same token, the degree of system quality that IS users perceive might not be 'real' quality as well. This study seeks to fill this void by measuring the variables of actual usage and system quality using 'fact' data such as system logs and specifications of users' information and communications technology (ICT) devices. More specifically, we propose an integrated research model that bring together the TAM and the ISSM. The integrated model is composed of both the variables that are to be measured using fact as well as survey data. By employing the integrated model, we expect to reveal the difference between real and perceived degree of system quality, and to investigate the relationship between the perception-based measure of intention to use and the fact-based measure of actual usage. Furthermore, we also aim to add empirical findings on the general research question: what factors influence actual IS usage and how? In order to address the research question and to examine the research model, we selected a mobile campus application (MCA). We collected both fact data and survey data. For fact data, we retrieved them from the system logs such information as menu usage counts, user's device performance, display size, and operating system revision version number. At the same time, we conducted a survey among university students who use an MCA, and collected 180 valid responses. A partial least square (PLS) method was employed to validate our research model. Among nine hypotheses developed, we found five were supported while four were not. In detail, the relationships between (1) perceived system quality and perceived usefulness, (2) perceived system quality and perceived intention to use, (3) perceived usefulness and perceived intention to use, (4) quality of device platform and actual IS usage, and (5) perceived intention to use and actual IS usage were found to be significant. In comparison, the relationships between (1) quality of device platform and perceived system quality, (2) quality of device platform and perceived usefulness, (3) quality of device platform and perceived intention to use, and (4) perceived system quality and actual IS usage were not significant. The results of the study reveal notable differences from those of previous studies. First, although perceived intention to use shows a positive effect on actual IS usage, its explanatory power is very weak ($R^2$=0.064). Second, fact-based system quality (quality of user's device platform) shows a direct impact on actual IS usage without the mediating role of intention to use. Lastly, the relationships between perceived system quality (perception-based system quality) and other constructs show completely different results from those between quality of device platform (fact-based system quality) and other constructs. In the post-hoc analysis, IS users' past behavior was additionally included in the research model to further investigate the cause of such a low explanatory power of actual IS usage. The results show that past IS usage has a strong positive effect on current IS usage while intention to use does not have, implying that IS usage has already become a habitual behavior. This study provides the following several implications. First, we verify that fact-based data (i.e., system logs of real usage records) are more likely to reflect IS users' actual usage than perception-based data. In addition, by identifying the direct impact of quality of device platform on actual IS usage (without any mediating roles of attitude or intention), this study triggers further research on other potential factors that may directly influence actual IS usage. Furthermore, the results of the study provide practical strategic implications that organizations equipped with high-quality systems may directly expect high level of system usage.

A Case Study of a Mobile Hospital Information System Usability (모바일 병원정보시스템 사용성에 대한 실증연구)

  • Ahn, Myong-Jin;Yang, Joon-Young;Ryu, Hyo-Seon;Park, Chan-Seok
    • Korea Journal of Hospital Management
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    • v.18 no.4
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    • pp.97-112
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    • 2013
  • This study is a proposal of quality scale and measurement for the Mobile Hospital Information System Usability used to the Chungnam National University Hospital in Daejeon Korea. This study is to provide decision- making guideline for hospital managers and to provide feedback for the users' information needs in Mobile Hospital Information System. The target people of the study were medical doctors in Chungnam National University Hospital. The service contexts of usability were request of medical Care, Vital sign check of Patient, Care Agreement of Patient, Blood management, Check of care state, Sign of choice doctors, Query of doctor order and patient measurement result. The Usability factors were the efficiency, effectiveness and satisfaction of quality model ISO9241-11. This study shows that the Mobile HIS is used for the communication and education between doctor and patients. Especially, The Care Agreement of Patient is a part of the most utilized in the Mobile HIS.

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Process Improvement in Software Companies: A Live Study at Motorola

  • Kumari, Neeraj
    • The Journal of Industrial Distribution & Business
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    • v.7 no.1
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    • pp.11-14
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    • 2016
  • Purpose - The study aims to show the successful application of Six Sigma in software companies for process improvement. Research design, data and methodology - A mixed methodology has been used which include both qualitative and quantitative research. In the qualitative research methodology part, a detailed and comprehensive literature study have been carried out. The literature study consists of articles, books, web materials, discussion forms and others. In the quantitative research methodology part, interviews have been conducted. Results - Six sigma is the practical application of a theoretical statistical measurement that equates to 3.4 defects per million opportunities -a position of practically zero defects for any process or service. Initially originating in Motorola Inc. in 1985 as a response to drastic quality improvement pressures from the threat of Japanese competition, it quickly gained many followers particularly G.E., Allied Signal, Ford Motor Company etc. and more recently attentions have shifted to service environments. There are still some problems and misconceptions existed about the applicability of Six Sigma in software companies. Conclusions - The paper concludes that Six Sigma can bring large benefits for software companies too. Furthermore, software companies have already started to implement Six Sigma approach, like Ericsson, Tata Consultancy Service, etc.

A Study on Service Quality Satisfaction of Delivery Food App. of Korean and Chinese Customer (배달음식 앱의 서비스 품질 만족에 관한 연구 - 한국과 중국 소비자를 대상으로 -)

  • Hwang, Yuns-Sung;Park, Jae-kei;Wang, Yan;Seo, Yong-Mo;Rhee, Byungchae
    • Journal of the Korea Convergence Society
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    • v.9 no.12
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    • pp.239-250
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    • 2018
  • This study focus on analyzing the factors which influence the customer satisfaction of food delivery application and its degree of the influence on the quality satisfaction both with Korean and Chinese customers. For this purpose, the model of hypothetical structure was established through the mobile internet service quality measurement was called as MOBISQUAL. As a result, the Korean customers was confirmed that the fulfillment and playfulness as the subdimension of outcome quality both have a positive effect on customer satisfaction. And the Chinese customer was confirmed that the playfulness of outcome quality, personalization of contextual interaction, design, ease of use and security of servicescape quality affected customer satisfaction positively.