• Title/Summary/Keyword: Telecommunication Service Quality

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Optimal 3G Telecommunication Service Switching Time Considering Telecommunication Quality of Service (통신서비스 품질을 고려한 신규 통신서비스 가입 시기에 대한 연구)

  • Lee, Jong-Ryong;Choi, kang-Hwa;Kim, Soo-Wook
    • Journal of Korean Society for Quality Management
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    • v.36 no.3
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    • pp.76-86
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    • 2008
  • This paper examines when a consumer in existent telecommunication 2G applies to new telecommunication service 3G from the viewpoint of an option pricing theory. To improve telecommunication quality of service, the consumer applies to 3G. The application means an exchange of 2G for 3G with extra costs such as searching and conversion costs. Since the option to exchange is a right that the consumer can exercise or not, application to 3G is deemed an exercise of the option to exchange at most suitable value of the option. The timing to exercise the option depends on the extra costs and the additional communication benefit from new telecommunication quality of service. These affect an optimal timing to apply to 3G. The optimal applying or switching timing to 3G is when an economic value of the option to exchange is equal to an economic value of the extra costs plus the additional telecommunication quality from new telecommunication service. The option analysis used in this paper is applicable to various industries.

A Study on the Effects of the Mobile Telecommunication Quality on Customer Satisfaction and Customer Loyalty. -Focus on Moderation effect of Switching Barrier- (이동통신품질이 고객만족과 고객충성도에 미치는 영향 - 전환장벽의 조절효과를 중심으로-)

  • Min, Byeong-Seo
    • Journal of Korean Society for Quality Management
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    • v.44 no.4
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    • pp.921-934
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    • 2016
  • Purpose: The purpose of this study was to propose useful suggestions by explore the effects of the Mobile Telecommunication service quality on customer satisfaction and Customer Loyalty (Focus on Moderation effect of switching barrier) in Korea Mobile Telecommunication industry. Methods: After reviewing the literature, the structural eqation modeling(SEM) conducted by LISREL 8.53 test the research model. The data was collected from subscriber of mobile telecommunication service by the questionare in Korea. Results: The results of SEM show that Mobile Telecommunication Service Quality have a positive effect on customer satisfaction, and customer satisfaction also have a positive effect on customer loyalty. And switching barrier have a moderation effect between customer satisfaction and customer loyalty. Conclusion: Mobile Telecommunication Service Quality is highly related to Customer Satisfation and Customer Loyalty, so Mobile Telecomunication Company should improve Service Quality especially price-related service quality and process/ human- related service quality. And the company need to get higher the positive Switching Barriers in order to improve Customer Loyalty.

The Effect of the Privatization and Competitiveness on Perceived Mobile Telecommunication Service Quality (민영화, 경쟁도입 및 경쟁심화가 지각된 이동통신 서비스품질에 미치는 영향에 관한 탐색적 연구)

  • Park, Ki-Nam
    • Asia pacific journal of information systems
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    • v.13 no.2
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    • pp.47-66
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    • 2003
  • Economists have advocated that the privatization and market competitiveness improve the firm's productivity and eventually its service quality. However, the previous researches did not provide the empirical results enough to prove that the privatization and competitiveness do improve the service quality. In this paper, we conducted an empirical research to find whether the privatization and competition induces the quality of service. The mobile telecommunication industry was chosen since it went through bringing the privatization and increasing the competition along with a high attention. We found that the privatization and competition itself does not guarantee the quality of mobile telecommunication service. It is the intensity of competition that improves the mobile telecommunication service quality. The service quality depends mainly on the competitor's competence, i.e. the intensity of competition rather than the competition itself. In sum, when we want to improve the service quality as well as the productivity, we had better increase the intensity of competition by allowing many new strong entries.

A Systems Approach to Quality of Service in the Telecommunication Industry (통신산업에서의 서비스 품질에 대한 개념적 이해와 시스템적 접근법)

  • 김도훈
    • Proceedings of the Korean Society for Quality Management Conference
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    • 2004.04a
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    • pp.376-381
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    • 2004
  • The goal of this article is to stress the importance of good quality in telecommunication services and to introduce two basic concepts on the service quality in the telecommunication industry: QoS(Quality of Service) and NP(Network Performance) Based on these notions, presented is an integrated scheme for quality improvement in telecommunication services. Tn particular , proposed with this framework Is an efficient and effective establishment of a balanced set of parameters for continuous monitoring and correct ions of service performance.

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Service Quality of Membership programs, Customer Satisfaction, and Customer Royalty in Korean Mobile Telecommunications (국내 이동통신 멤버십프로그램의 서비스품질과 고객만족, 고객충성도와의 관계)

  • Kim, Cheol-Min;Byun, Hee-June;Paik, Chun-Hyun
    • Proceedings of the Korean Operations and Management Science Society Conference
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    • 2005.10a
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    • pp.371-387
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    • 2005
  • From early 1999 years, the Mobile Telecommunication Companies have introduced the Mobile Telecommunication Membership Program to attract more customers. However, the severe competition in the Mobile Telecommunication market has made the Mobile Telecommunication Membership Program to be faced with the matured Mobile Telecommunication market and the Mobile Number portability. Main focus of this study is to find what are the core elements of service quality of the Mobile Telecommunication Membership Program. To achieve research objective, we conceptualized the service quality of Mobile Telecommunication Membership Program. We also derived hypotheses regarding the relationships between service quality of the program, customer satisfaction, and customer loyalty and examined it by using the empirical research methodology. We suggest new marketing strategies of the Mobile Telecommunication Membership Program which can be applied to improve the corporate competitiveness.

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A Study on the Relationship among Service Quality of Membership Programs, Customer Satisfaction, and Customer Loyalty in Korean Mobile Telecommunications (국내 이동통신 멤버십프로그램의 서비스품질과 고객만족, 고객충성도와의 관계)

  • Paik Chun-Hyun;Kim Cheol-Min;Byun Hee-Jun
    • Korean Management Science Review
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    • v.23 no.1
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    • pp.115-133
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    • 2006
  • From early 1999 years, the mobile telecommunication companies have introduced the mobile telecommunication membership program to attract more customers. However, the severe competition in the mobile telecommunication market has made the mobile telecommunication membership program to be faced with the matured mobile telecommunication market and the mobile number portability. Wain focus of this study is to find what are the core elements of service qualify of the mobile telecommunication membership program. To achieve research objective, we conceptualized the service quality of mobile telecommunication membership program. We also derived hypotheses regarding the relationships between service quality of the program, customer satisfaction, and customer loyalty and examined it by using the empirical research methodology. We suggest new marketing strategies of the mobile telecommunication membership program which can be applied to improve the corporate competitiveness.

The Influence of Quality and Satisfaction on the Quality Data Sharing of Mobile Telecommunication Service (이동통신서비스의 품질과 만족이 품질데이터 공유의도에 미치는 영향)

  • Shin, Sun-young;Suh, Chang-Kyo
    • The Journal of the Institute of Internet, Broadcasting and Communication
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    • v.18 no.4
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    • pp.61-72
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    • 2018
  • The purpose of this study is to analyze the impact of quality and satisfaction of mobile telecommunication service on the quality data sharing for mobile telecommunication service. Based on the theory of reasoned action(TRA), we proposed a research model that (1) service qualities significantly influence the service satisfaction and the attitude towards information sharing, (2) the attitude towards information sharing mediates between service satisfaction and the intention of information sharing, and (3) the intention of information sharing is affected by the service satisfaction and the attitude towards information sharing. Empirical analysis of mobile service users showed that the data quality of mobile communication services had a greater impact on satisfaction than voice quality. The service satisfaction had a positive effect on attitude towards information sharing and the intention of information sharing. Also, the attitude towards information sharing had a positive impact on the intention of information sharing. Based on this empirical study, we proposed a crowdsourcing as an alternative when quality data of mobile telecommunication service should be collected to improve telecommunication policy because by using collective intelligence of the crowdsourcing the government can gather more accurate and diverse data on mobile telecommunication service.

A Study on Mobile Communication Service Quality (이동 통신 서비스 품질에 관한 연구 (효율성 분석을 중심으로))

  • Han, Kyong-Hee;Cho, Jai-Rip
    • Proceedings of the Safety Management and Science Conference
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    • 2009.04a
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    • pp.351-364
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    • 2009
  • As well as the development of the measurement of service quality, various kinds of service measurements are also being developed. Especially the mobile telecommunication service being representative to the mobile telecommunication company would be the mostly developed area. Its development can be understood along with the development of the telecommunication companies as well as cellular companies, not only the service alone. It is a differentiated phenomenon in the current research, such as the organic influence between the service quality and product. Of course there are such products placed on sale and enjoyed the common service, but at present there is another case that the product is on the market exclusively with the mobile company in here. This article is to estimate service efficiency for Mobile Communication and Cellular company. In this paper, We tried to measure the service quality and overall satisfaction by using Data Envelopment Analysis(DEA), degree of combination and top2box which is a little bit different methodology from traditional ones. This paper uses CCR model in DEA to measure service efficiency in the Mobile Communication.

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The Effects of Cellular Phone Service Quality to Switching Barrier in Korean Mobile Telecommunication Market (한국 이동통신시장에서 휴대폰 서비스품질이 전환장벽에 미치는 영향 분석)

  • Zu, Hyung-Lyul;Lee, Jin-Choon
    • Journal of Information Technology Services
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    • v.8 no.2
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    • pp.229-245
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    • 2009
  • The Korean mobile telecommunication service market is faced with a tremendous competitive period, in which the market is entering into the maturity stage with launching of the 3rd generation service and with introduction of mobile number portability. In general, it is more important to sustain the old customers than to attracting new customers, as the life cycle of an industry is entering the maturity stage in which the growth rate of new customers is decreasing gradually or becoming stagnant. Thus, mobile telecommunication business has to seek a way to maintain the existing customers instead of promoting new customers. So this study investigates whether the service quality of mobile telecommunication could have effects on the switching barrier of the industry. In order to test the hypothesis on the effects of service quality of mobile telecommunication in Korea on switching barrier, this study collected the questionnaire response data of students including middle and high school students and undergraduates, who are regarded as the major customers in that mobile telecommunication industry.

Quality System for Venture Telecommunication Business (벤처통신산업에서의 품질시스템 구축방안 -W사를 중심으로)

  • 최성운;김경근
    • Journal of the Korea Safety Management & Science
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    • v.3 no.1
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    • pp.107-116
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    • 2001
  • ISO 9000 has brought about significant positive effects to the quality management system and quality improvement. This paper develops effective and flexible ISO 9000 quality system based on telecommunication manufactured goods with CSU(Channel Service Unit), ADSL(Asymmetric Digital Subscriber Line), Fiber Optic Multiplexer, HDSL(High-bit-rate Digital Subscriber Line), FDSU(Flexible Data Service Unit), 73 DSU(Digital Service Unit). The case studies of venture telecommunication corporation in establishing ISO 9000 qualify system are also discussed.

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