The IEEE 802.16 wireless metropolitan area network (WMAN) standard is designed to correct expensive communication costs in CDMA-based mobile communication systems and limited coverage problems in wireless LAN systems. Thus, the IEEE 802.16e standard can provide mobile high-speed packet access between mobile stations and the Internet service provider through the base station with cheap communication fees. To efficiently accommodate voice over IP (VoIP) services in IEEE 802.16 systems, an uplink quality of service packet-scheduling scheme is proposed, and its performance is evaluated with an NS-2 network simulator in this paper. Numerical results show that this proposed scheme can increase the system capacity by 100% more than in the unsolicited rand service (UGS) scheme and 30% more than the extended real-time polling service (ertPS) scheme, respectively.
As the Internet service is expanding rapidly, portal sites, a gateway tn the net, are attracting increasing attention these days. As the Internet service has expanded rapidly, so has the interest for portal sites,, which serve as a gateway to the net. Despite the tendency, however, research on a measure by which to evaluate the quality of portal sites or development of such measures has not been fully pursued. As online services, faced with profitability, are considering 'charge per view', the development of a set of quality evaluation measures for portal services will prove to become a valuable instrument in constructing competitive strategies that are vital for survival and growth of a firm. In that regard, this study aims to develop a set of evaluation measures for Internet portal sites by empirically investigating the most common offline measures for quality of services, SERVQUAL, retail SERVQUAL and other evaluation measures for IT-related online services. Moreover, the study offers the strategic implications of the defined measures.
Economists have advocated that the market competitiveness improved the firm's productivity and eventually its service quality. However, the previous researches did not provide the empirical results enough to prove that the competitiveness do improve the service quality. In this paper, we conducted an empirical research to find whether the competition induces the quality of service. The telecommunication industry was chosen since it went through the increasing competition along with a high attention. We found that competition itself does not guarantee the quality of service. It is the intensity of competition that improves the 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 tc improve the service quality as well as the productivity, we had better increase the intensity of competition by allowing many new strong entities.
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.
Journal of the Institute of Electronics Engineers of Korea TC
/
v.44
no.3
s.357
/
pp.68-77
/
2007
In this paper, we address TPS (Triple Play Service) based on E-PON and also develop QoS control function for both directions, which is disadvantage of E-PON. E-PON technology has the configuration suitable for TPS, but relatively the large delay characteristics in upstream, so if QoS control function must be supported to transfer the real time traffic for both directions, E-PON technology can support TPS efficiently. Therefore, in this paper, we address the diverse requirements of quality for TPS, and then develop TPS platform to verify the quality characteristics according to QoS characteristics of each element in real environment based on this. This result will be used to improve the quality of TPS that become conventional in near future. ISP will use this result as the basis in establishing quality reference and as the guidance in developing new system.
Only service organizations providing service quality above customers' anticipations have survived and developed in hyper competitive environment. These organizations are more dependent on their customer-contact service employees than those providing tangible products, because of the characteristics of service, intangibility, inseparability, heterogeneity, and perishability. But few researches focused on the efficient managements or controls of service organizations in this context. Therefore, author aimed at understanding of the determinants of service organizations' control system(i.e., characteristics of service), service employees' reaction on control types(i.e., service employees' role stress), and their performance(perceived service quality by customers). First the concepts of service quality and control systems are described. Specially, author explained the differences between service quality and service satisfaction or service attitude, and the control system types and their fundamental ideologies. Second, some propositions are provided according to integrated framework developed in this paper: (1)control types according to the characteristics of service, (2)influences of control systems on employees' reactions and (3)perceives service quality by the customers, and (4)relationships between the reactions and the service quality. This paper concludes with a summary, a discussion of theoretical and managerial implications, and several suggestions for future directions.
By far, numerous e-government projects requiring huge investments have been conducted in Korea to increase the administrative efficiency and improve the service quality via Internet. However, there's little research focusing on methods and techniques for analyzing and evaluating the projects either to economically justify the investments or to assess the quality of the system and of on-line services to citizens. The purpose of this paper is to suggest a set of factors to take into account for evaluating e-government portals and to empirically test the factors to provide useful implications for building such portals. Based on the literature reviewed, we constructed a research model that includes content, public service, community, design, technology, and portal's attributes as independent variables and the user's satisfaction and the administrative efficiency as dependent variables. A reliability test revealed that the evaluation factors proposed in the paper are sufficiently reliable, and a multi-regression analysis indicated that five hypotheses should be accepted. The findings of the study suggest that emphasis should be placed on public service quality and portal site attributes, among others, when implementing portals.
HTTP adaptive streaming has recently emerged to handle the rapidly growing traffic and to provide high quality multimedia contents. To improve the QoE (Quality of Experience) for HTTP adaptive streaming service, the average video bitrate should be maximized, and the video switching frequency (difference of bitrate between adjacent segments) and video stalling events need to be minimized. The recently proposed quality adaptation algorithms for HTTP adaptive streaming do not provide high QoE, since detailed QoE factors such as video switching frequency and bitrate difference of adjacent segments, are not considered. In this paper, we propose a SQA (Smooth Quality Adaptation) algorithm to improve the user QoE. The proposed algorithm provides the smoothed QoE, such that it minimizes the unnecessary video switching events by maintaining the quality in a certain period, thus minimizing the bitrate difference of adjacent segments. Through simulation, we confirm that the proposed algorithm reduces the unnecessary switching events, and prevents the sudden decrease in video quality.
The purpose of this study is to develop an examination system for an e-learning quality manager's certificate which is composed of subjects, criteria, method of examination. The task model of e-learning quality manager was modify and task/knowledge/skill matrix was developed to design the examination system through conferences of DACUM committee and an advisory committee. And a survey was carry out to analyze validity of contents of the examination system. The major findings were as the follow: First, occupational specification, job specification, task specification and task/knowledge/skill matrix were developed. Second, examination subjects were developed based on task/knowledge/skill matrix, which were "Basis of e-Learning and plan of service", "Expulsion and management of e-learning infrastructure", "Development of e-learning contents", "Operation and evaluation of e-learning service". Third, the criteria and methods of examination for an e-learning quality manager's certificate were developed, which is composed of test type, the sum of test items, test time and acceptable standards.
1. Introduction Today Internet is recognized as an important way for the transaction of products and services. According to the data surveyed by the National Statistical Office, the on-line transaction in 2007 for a year, 15.7656 trillion, shows a 17.1%(2.3060 trillion won) increase over last year, of these, the amount of B2C has been increased 12.0%(10.2258 trillion won). Like this, because the entry barrier of on-line market of Korea is low, many retailers could easily enter into the market. So the bigger its scale is, but on the other hand, the tougher its competition is. Particularly due to the Internet and innovation of IT, the existing market has been changed into the perfect competitive market(Srinivasan, Rolph & Kishore, 2002). In the early years of on-line business, they think that the main reason for success is a moderate price, they are awakened to its importance of on-line service quality with tough competition. If it's not sure whether customers can be provided with what they want, they can use the Web sites, perhaps they can trust their products that had been already bought or not, they have a doubt its viability(Parasuraman, Zeithaml & Malhotra, 2005). Customers can directly reserve and issue their air tickets irrespective of place and time at the Web sites of travel agencies or airlines, but its empirical studies about these Web sites for reserving and issuing air tickets are insufficient. Therefore this study goes on for following specific objects. First object is to measure service quality and service recovery of Web sites for reserving and issuing air tickets. Second is to look into whether above on-line service quality and on-line service recovery have an impact on overall service quality. Third is to seek for the relation with overall service quality and customer satisfaction, then this customer satisfaction and loyalty intention. 2. Theoretical Background 2.1 On-line Service Quality Barnes & Vidgen(2000; 2001a; 2001b; 2002) had invented the tool to measure Web sites' quality four times(called WebQual). The WebQual 1.0, Step one invented a measuring item for information quality based on QFD, and this had been verified by students of UK business school. The Web Qual 2.0, Step two invented for interaction quality, and had been judged by customers of on-line bookshop. The WebQual 3.0, Step three invented by consolidating the WebQual 1.0 for information quality and the WebQual2.0 for interactionquality. It includes 3-quality-dimension, information quality, interaction quality, site design, and had been assessed and confirmed by auction sites(e-bay, Amazon, QXL). Furtheron, through the former empirical studies, the authors changed sites quality into usability by judging that usability is a concept how customers interact with or perceive Web sites and It is used widely for accessing Web sites. By this process, WebQual 4.0 was invented, and is consist of 3-quality-dimension; information quality, interaction quality, usability, 22 items. However, because WebQual 4.0 is focusing on technical part, it's usable at the Website's design part, on the other hand, it's not usable at the Web site's pleasant experience part. Parasuraman, Zeithaml & Malhorta(2002; 2005) had invented the measure for measuring on-line service quality in 2002 and 2005. The study in 2002 divided on-line service quality into 5 dimensions. But these were not well-organized, so there needed to be studied again totally. So Parasuraman, Zeithaml & Malhorta(2005) re-worked out the study about on-line service quality measure base on 2002's study and invented E-S-QUAL. After they invented preliminary measure for on-line service quality, they made up a question for customers who had purchased at amazon.com and walmart.com and reassessed this measure. And they perfected an invention of E-S-QUAL consists of 4 dimensions, 22 items of efficiency, system availability, fulfillment, privacy. Efficiency measures assess to sites and usability and others, system availability measures accurate technical function of sites and others, fulfillment measures promptness of delivering products and sufficient goods and others and privacy measures the degree of protection of data about their customers and so on. 2.2 Service Recovery Service industries tend to minimize the losses by coping with service failure promptly. This responses of service providers to service failure mean service recovery(Kelly & Davis, 1994). Bitner(1990) went on his study from customers' view about service providers' behavior for customers to recognize their satisfaction/dissatisfaction at service point. According to them, to manage service failure successfully, exact recognition of service problem, an apology, sufficient description about service failure and some tangible compensation are important. Parasuraman, Zeithaml & Malhorta(2005) approached the service recovery from how to measure, rather than how to manage, and moved to on-line market not to off-line, then invented E-RecS-QUAL which is a measuring tool about on-line service recovery. 2.3 Customer Satisfaction The definition of customer satisfaction can be divided into two points of view. First, they approached customer satisfaction from outcome of comsumer. Howard & Sheth(1969) defined satisfaction as 'a cognitive condition feeling being rewarded properly or improperly for their sacrifice.' and Westbrook & Reilly(1983) also defined customer satisfaction/dissatisfaction as 'a psychological reaction to the behavior pattern of shopping and purchasing, the display condition of retail store, outcome of purchased goods and service as well as whole market.' Second, they approached customer satisfaction from process. Engel & Blackwell(1982) defined satisfaction as 'an assessment of a consistency in chosen alternative proposal and their belief they had with them.' Tse & Wilton(1988) defined customer satisfaction as 'a customers' reaction to discordance between advance expectation and ex post facto outcome.' That is, this point of view that customer satisfaction is process is the important factor that comparing and assessing process what they expect and outcome of consumer. Unlike outcome-oriented approach, process-oriented approach has many advantages. As process-oriented approach deals with customers' whole expenditure experience, it checks up main process by measuring one by one each factor which is essential role at each step. And this approach enables us to check perceptual/psychological process formed customer satisfaction. Because of these advantages, now many studies are adopting this process-oriented approach(Yi, 1995). 2.4 Loyalty Intention Loyalty has been studied by dividing into behavioral approaches, attitudinal approaches and complex approaches(Dekimpe et al., 1997). In the early years of study, they defined loyalty focusing on behavioral concept, behavioral approaches regard customer loyalty as "a tendency to purchase periodically within a certain period of time at specific retail store." But the loyalty of behavioral approaches focuses on only outcome of customer behavior, so there are someone to point the limits that customers' decision-making situation or process were neglected(Enis & Paul, 1970; Raj, 1982; Lee, 2002). So the attitudinal approaches were suggested. The attitudinal approaches consider loyalty contains all the cognitive, emotional, voluntary factors(Oliver, 1997), define the customer loyalty as "friendly behaviors for specific retail stores." However these attitudinal approaches can explain that how the customer loyalty form and change, but cannot say positively whether it is moved to real purchasing in the future or not. This is a kind of shortcoming(Oh, 1995). 3. Research Design 3.1 Research Model Based on the objects of this study, the research model derived is
. 3.2 Hypotheses 3.2.1 The Hypothesis of On-line Service Quality and Overall Service Quality The relation between on-line service quality and overall service quality I-1. Efficiency of on-line service quality may have a significant effect on overall service quality. I-2. System availability of on-line service quality may have a significant effect on overall service quality. I-3. Fulfillment of on-line service quality may have a significant effect on overall service quality. I-4. Privacy of on-line service quality may have a significant effect on overall service quality. 3.2.2 The Hypothesis of On-line Service Recovery and Overall Service Quality The relation between on-line service recovery and overall service quality II-1. Responsiveness of on-line service recovery may have a significant effect on overall service quality. II-2. Compensation of on-line service recovery may have a significant effect on overall service quality. II-3. Contact of on-line service recovery may have a significant effect on overall service quality. 3.2.3 The Hypothesis of Overall Service Quality and Customer Satisfaction The relation between overall service quality and customer satisfaction III-1. Overall service quality may have a significant effect on customer satisfaction. 3.2.4 The Hypothesis of Customer Satisfaction and Loyalty Intention The relation between customer satisfaction and loyalty intention IV-1. Customer satisfaction may have a significant effect on loyalty intention. 3.2.5 The Hypothesis of a Mediation Variable Wolfinbarger & Gilly(2003) and Parasuraman, Zeithaml & Malhotra(2005) had made clear that each dimension of service quality has a significant effect on overall service quality. Add to this, the authors analyzed empirically that each dimension of on-line service quality has a positive effect on customer satisfaction. With that viewpoint, this study would examine if overall service quality mediates between on-line service quality and each dimension of customer satisfaction, keeping on looking into the relation between on-line service quality and overall service quality, overall service quality and customer satisfaction. And as this study understands that each dimension of on-line service recovery also has an effect on overall service quality, this would examine if overall service quality also mediates between on-line service recovery and each dimension of customer satisfaction. Therefore these hypotheses followed are set up to examine if overall service quality plays its role as the mediation variable. The relation between on-line service quality and customer satisfaction V-1. Overall service quality may mediate the effects of efficiency of on-line service quality on customer satisfaction. V-2. Overall service quality may mediate the effects of system availability of on-line service quality on customer satisfaction. V-3. Overall service quality may mediate the effects of fulfillment of on-line service quality on customer satisfaction. V-4. Overall service quality may mediate the effects of privacy of on-line service quality on customer satisfaction. The relation between on-line service recovery and customer satisfaction VI-1. Overall service quality may mediate the effects of responsiveness of on-line service recovery on customer satisfaction. VI-2. Overall service quality may mediate the effects of compensation of on-line service recovery on customer satisfaction. VI-3. Overall service quality may mediate the effects of contact of on-line service recovery on customer satisfaction. 4. Empirical Analysis 4.1 Research design and the characters of data This empirical study aimed at customers who ever purchased air ticket at the Web sites for reservation and issue. Total 430 questionnaires were distributed, and 400 were collected. After surveying with the final questionnaire, the frequency test was performed about variables of sex, age which is demographic factors for analyzing general characters of sample data. Sex of data is consist of 146 of male(42.7%) and 196 of female(57.3%), so portion of female is a little higher. Age is composed of 11 of 10s(3.2%), 199 of 20s(58.2%), 105 of 30s(30.7%), 22 of 40s(6.4%), 5 of 50s(1.5%). The reason that portions of 20s and 30s are higher can be supposed that they use the Internet frequently and purchase air ticket directly. 4.2 Assessment of measuring scales This study used the internal consistency analysis to measure reliability, and then used the Cronbach'$\alpha$ to assess this. As a result of reliability test, Cronbach'$\alpha$ value of every component shows more than 0.6, it is found that reliance of the measured variables are ensured. After reliability test, the explorative factor analysis was performed. the factor sampling was performed by the Principal Component Analysis(PCA), the factor rotation was performed by the Varimax which is good for verifying mutual independence between factors. By the result of the initial factor analysis, items blocking construct validity were removed, and the result of the final factor analysis performed for verifying construct validity is followed above. 4.3 Hypothesis Testing 4.3.1 Hypothesis Testing by the Regression Analysis(SPSS) 4.3.2 Analysis of Mediation Effect To verify mediation effect of overall service quality of and , this study used the phased analysis method proposed by Baron & Kenny(1986) generally used. As
shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient $\beta$eta : efficiency=.164, system availability=.074, fulfillment=.108, privacy=.107) is smaller than its estimate ability at Step 2(Standardized coefficient $\beta$eta : efficiency=.409, system availability=.227, fulfillment=.386, privacy=.237), so it was proved that overall service quality played a role as the partial mediation between on-line service quality and satisfaction. As
shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient $\beta$eta : responsiveness=.164, compensation=.117, contact=.113) is smaller than its estimate ability at Step 2(Standardized coefficient $\beta$eta : responsiveness=.409, compensation=.386, contact=.237), so it was proved that overall service quality played a role as the partial mediation between on-line service recovery and satisfaction. Verified results on the basis of empirical analysis are followed. First, as the result of , it shows that all were chosen, so on-line service quality has a positive effect on overall service quality. Especially fulfillment of overall service quality has the most effect, and then efficiency, system availability, privacy in order. Second, as the result of , it shows that all were chosen, so on-line service recovery has a positive effect on overall service quality. Especially responsiveness of overall service quality has the most effect, and then contact, compensation in order. Third, as the result of and , it shows that and all were chosen, so overall service quality has a positive effect on customer satisfaction, customer satisfaction has a positive effect on loyalty intention. Fourth, as the result of and , it shows that and all were chosen, so overall service quality plays a role as the partial mediation between on-line service quality and customer satisfaction, on-line service recovery and customer satisfaction. 5. Conclusion This study measured and analyzed service quality and service recovery of the Web sites that customers made a reservation and issued their air tickets, and by improving customer satisfaction through the result, this study put its final goal to grope how to keep loyalty customers. On the basis of the result of empirical analysis, suggestion points of this study are followed. First, this study regarded E-S-QUAL that measures on-line service quality and E-RecS-QUAL that measures on-line service recovery as variables, so it overcame the limit of existing studies that used modified SERVQUAL to measure service quality of the Web sites. Second, it shows that fulfillment and efficiency of on-line service quality have the most significant effect on overall service quality. Therefore the Web sites of reserving and issuing air tickets should try harder to elevate efficiency and fulfillment. Third, privacy of on-line service quality has the least significant effect on overall service quality, but this may be caused by un-assurance of customers whether the Web sites protect safely their confidential information or not. So they need to notify customers of this fact clearly. Fourth, there are many cases that customers don't recognize the importance of on-line service recovery, but if they would think that On-line service recovery has an effect on customer satisfaction and loyalty intention, as its importance is very significant they should prepare for that. Fifth, because overall service quality has a positive effect on customer satisfaction and loyalty intention, they should try harder to elevate service quality and service recovery of the Web sites of reserving and issuing air tickets to maximize customer satisfaction and to secure loyalty customers. Sixth, it is found that overall service quality plays a role as the partial mediation, but now there are rarely existing studies about this, so there need to be more studies about this.
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