• Journal of Korean Society for Quality Management
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• v.34 no.2
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• pp.68-76
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• 2006

It is generally thought that the quality management and the six-sigma management innovation are not applicable to service industry, which might be derived from some differences between service and manufacturing industries. However, both are substantially alike in some intrinsic attributes. KT is leading the quality management and the six-sigma innovation activities in service industry, especially among telecommunication companies in Korea. Six sigma management innovation has been fostered in KT within short period of time and played an important role in helping KT privatized successfully. The successful cases of six sigma innovation activities in KT could be introduced to other Korean companies in service industry. Five key factors for the success of six-sigma innovation activities are suggested, The hidden factory in all the fields of company should be eliminated. Six-sigma projects need to be connected with the company strategy. The project should be carried out intensively in a short time. The innovation activities in the field need to be integrated. The best practice of six-sigma should be disseminated in the field.

• Journal of Korean Society for Quality Management
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• v.29 no.3
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• pp.97-108
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• 2001

The information system for measuring and analyzing service quality of telephone network is designed on the service quality scheme recommended by ITU(International Telecommunication Union) in this study. The information system is composed of the equipments which measure service quality and the systems which analyze the measured data. The schedule algorithm for effectively operating measurement equipments which are located over public switched telephone network is proposed. The functions of the Information system are Introduced. The information system improves the service quality effectively.

• Journal of the Korea Safety Management & Science
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• v.11 no.2
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• pp.187-195
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• 2009

Various kinds of service measurement including the development of the measurement of service quality have been developed. Especially the mobile telecommunication service being represented by the mobile communication company would be the mostly developed area. Its service development can be understood along with the development of the telecommunication companies as well as cellular companies. 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.

• Journal of Distribution Science
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• v.16 no.6
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• pp.37-53
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• 2018

Purpose - There have been not enough studies on the ways customer Moment of Truth(MOT) activities are structured along with consumption chain and their influences as well as the relative influences of service quality at Moment of Truth on customer performance. Therefore, customer service needs needed at Moment of Truth may differ depending on whether these distribution services are at introduction-growth stages or maturity-decline stage already, but there is no study which illustrates this. Research design, data, and methodology - This study selects VoIP and IPTV as the household telecommunication and distribution services at introduction-growth stages as well as high speed internet and wire telephone as those at maturity-decline stages. Then it identifies which experiences that customers have at Moment of Truth by each service as well as the influences related to what the customers consider as important. Results - As the result of demonstration with the target of 858 respondents, customers' experiences and requests differ at Moment of Truth. For service quality, what takes the positive roles in customer performance includes corporeality and certainty for the services at introduction-growth stages as well as reliability, sympathy, and mutuality for those at maturity-decline stages. Conclusions - Implications of these results as well as further directions for study are suggested.

• Proceedings of the IEEK Conference
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• 2002.07b
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• pp.1074-1077
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• 2002

This paper proposes an adaptive pricing system with scheduling to balance the demand for contents and to realize an effective use of resources in contents delivery networks. In the proposed adaptive pricing system, the table of the service levels and prices (tariff) is shown to each user at the start of service and each user chooses one of the service classes. These prices are decided adaptively reflecting the congestion state of the networks. Then, by the proposed scheduling algorithm, these requests are scheduled so as to keep the service level agreements completely.

• Journal of Korean Society for Quality Management
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• v.35 no.4
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• pp.78-88
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• 2007

This paper is to investigate the relationship between international marketing and service quality, and the moderating effect of gender in that relationship. The data to make an empirical analysis were gathered from 269 workers in telecommunication sector. Multiple regression analysis revealed that (1) education was positively related with tangibility, reliability, responsiveness, empathy, assurance, and (2) internal communication was positively related with tangibility, reliability, responsiveness, assurance, and (3) delegation of authority was positively related with assurance. Hierarchical multiple regression analysis revealed that (4) compensation was more positively related with reliability in woman, and (5) employment security was more positively related with assurance in man.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.32 no.8B
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• pp.553-562
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• 2007

Consumer needs becomes various in a mature mobile telecommunication market, while service differentiation is hard to achieve. Because of the introduction of number portability, switching barrier becomes lower and the competition among telecommunication service providers is getting fierce in order to maintain and obtain customers. Moreover, HSDPA, which is a new telecommunication service, caused the intense marketing activity for the move to the next generation customers. Under these circumstances, brand equity can be a key to a long-term competitive edge for mobile phone service providers. However, there were few researches reporting the mobile telecommunication brand equity, and none of them analyzed if customer equity which particularly is developed at the CDMA market has an effect on HSDPA service. In this study, we identified the determinants of mobile telecommunication brand equity, which is focused on brand image, customer benefit, price, service quality, and marketing activity, and its influence on the HSDPA service subscription behavior. Finally, we suggested the strategic implication of brand management strategies for mobile phone service providers.

• Journal of Korea Multimedia Society
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• v.13 no.2
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• pp.324-331
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• 2010

As the scale of telecommunication market extremely increases, the competition to attract consumers is being intensive among telecommunication companies. Domestic telecommunication companies try to attract consumers by better quality and service to enhance satisfaction. The scientific research to evaluate satisfaction factors and total contentment about telecommunication companies is necessary for enhancing competitiveness and added value. In this paper, we study and analyze the way to estimate the satisfaction by AHP and statistical method. Consumers will receive good quality products and service by using suggested method. Additionally, domestic telecommunication expects to ensure competitiveness globally.

• The Journal of the Korea Contents Association
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• v.9 no.6
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• pp.344-356
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• 2009

The purpose of this paper is to identify the causal role both emotionally based satisfaction and service reputation by examining the relationships among each dimensions of service quality, cognitive satisfaction, emotionally based satisfaction, service reputation and service loyalty in mobile telecommunication company. The results of the study are as follows: First, conviction quality had not influence on both cognitive satisfaction and emotionally based satisfaction, but tangibles quality had more influence on cognitive satisfaction than emotionally based satisfaction and responsiveness quality had more influence on emotionally based satisfaction than cognitive satisfaction. It found that there was a significant positive relationship between dimensions of the service quality, cognitive satisfaction and emotionally based satisfaction, and dimensions of the service quality affect satisfaction either directly or indirectly through emotion. Second, consumer satisfaction had more effect on service loyalty through service reputation than direct effect. Therefore, service loyalty can be build by increasing emotionally based satisfaction and service reputation to customer who is perceived as good service.

• Science of Emotion and Sensibility
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• v.10 no.3
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• pp.481-489
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• 2007

The purpose of this study was to investigate whether there were differences in sound quality among telecommunication service providers(SPs). To avoid the influence of brand of SPs and mobile phone manufacturer, a series of structured experiments was planed. Possible source of sound difference were tested such as specific genres of music, contents providers, mp3 players for PC, and mobile phone manufacturers. The results show there are differences of sound quality among telecommunication service providers(SPs). But the difference comes from contents, mobile phone, and MP3 player for PC. The same model of mobile phone from the manufacturer sounded differently depending on telecommunication service providers(SPs). The genre of music did not show consistent difference in sound quality.