• Journal of Digital Contents Society
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• v.11 no.4
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• pp.537-543
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• 2010

According to software growth, also software maintenance has been continuously improving. In addition, the existing concept of correct maintenance demands operational management and improvement of service. However, we have various limitation matters to reflect the requirements of service base for maintenance accomplishment. Therefore, we need the study of the service based process for solving such a problem. In this paper, we propose a Service based Software Maintenance Process. Proposed process based on ISO12207 standard for software development and maintenance and compares it with the service based representative standards. In a related works, we study activity of $SM^{MM}$, ITSCMM, ITIL and find out activities to be concerned with and compare it with activity of ISO 12207 and distinguish the maintenance process activity of the service base from maintenance activities. And then, we propose a service management stage. It define four activities and eight artifacts. Finally, we validate the result by comparing the proposed process with a general service operational process.

• Journal of Information Technology Applications and Management
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• v.16 no.3
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• pp.45-58
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• 2009

This paper is an empirical study especially to understand recent Chinese internet banking users' behavior and intentions through the process quality, outcome quality, customer satisfaction, reuse and word of mouth on internet banking service. The results of this study are as follows. First, percieved process quality of internet banking service affects the outcome quality, and both quality have a direct relation to customer satisfaction. It is found that Chinese internet users perceive a difference between process quality and outcome quality of internet banking service. And the reuse of the internet banking is decided by customer satisfaction as well as the word of mouth of the internet banking. For successful internet banking business in China, internet marketers should recognize that the service quality consists of the process quality and the outcome quality, and they should organize a new campaign that takes this information into consideration. And considering the process quality effect, they should pay attention to service process as well as the direct merit of services.. And if an internet banking service properly meets customer demands, internet users would constantly use internet services and would share good experiences with their neighbors. Therefore the result of our study will be of working-level help for financial company in China.

• Journal of Information Technology and Architecture
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• v.9 no.2
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• pp.133-142
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• 2012

Gartner predicts that by 2012, 40% of EA programs will be stopped due to poor execution and the failure of delivering business value. An organization needs a practical solution to achieve an EA vision. The EA essential approach should be that of business service and process orientation than systems and IT orientation. We propose an Actionable Enterprise Architecture (AEA) which is based on BPM (Business Process Management) and SOA (Service Oriented Architecture), and connected to service & process orientation and engineering. The architecture proposed provides traceability between service-oriented enterprise architecture and its solution. The proposed architecture can transform enterprise architecture from conceptual to physical levels (solutions) with a service and business process paradigm.

• Journal of Korean Society for Quality Management
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• v.40 no.4
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• pp.599-614
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• 2012

Purpose: We measure service quality based on service process, and examine relationships among product quality, product and service loyalty. Methods: We develop a construct to evaluate process based service quality. We collect data from customers of auto maintenance centers to measure perceived product quality, service and product quality. We test relationships between constructs using structural equation model and regression analysis. Results: Relationships among perceived-product quality, service quality, service loyalty, and product loyalty are all significant. Conclusion: Perceived-product quality has a indirect impact through service quality and loyalty in addition to a direct impact on product loyalty.

• Journal of the Korea Society of Computer and Information
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• v.21 no.12
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• pp.97-105
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• 2016

Network-Centric Operational Environment(NCOE) service becomes critical in today's military environment network because reusability of service and interaction are being increasingly important as well in business process. However, the refinement of service by semantic similarity and functional similarity at the business process was not detailed yet. In order to enhance accuracy of refining of business service, in this study, the authors introduce a method for refining service by semantic similarity and functional similarity in BPMN model. The business process are designed in a BPMN model. In this model, candidated services are refined through binding related activities by the analysis result of semantic similarity based on word-net and functional similarity based on properties specification between activities. Then, the services are identified through refining the candidated service. The proposed method is expected to enhance the service identification with accuracy and modularity. It also can accelerate more standardized service refinement developments by the proposed method.

• Journal of Korean Institute of Industrial Engineers
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• v.31 no.1
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• pp.56-67
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• 2005

The Processes of a new product design based on ergonomics and customer satisfaction have been studied for years. However, few attempts have been made to systematically include ergonomic design concept to communication service design. Service design can be regarded as a specific type of product design in a way that the processes of product design can also be employed to those of service design. However, a few difficulties may often arise in doing so. First, services have no explicit tangible features, which implies that a customer may not properly appraise contents, quality and functionality of newly designed services with a prototype before launching into market. Second, customer demands on services change more rapidly according to advances in related technology. In the study, we examined earlier studies of product design process and identified that a service design process must alos conform ergonomic methodology, extracting innovative values for creativitybased design and subsequently evaluate its level of customer satisfaction. In this study, we proposed a customer-centered ergonomic design process for communication services. This process includes a hierarchical structure of service requirement identification, customer-centered trend analysis, service scenario development and service evaluation. To prove the practicality of the design process, a case study of communication service design was conducted according to the procedure that follows.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.24 no.3
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• pp.69-79
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• 2016

This study examines the awareness of the curriculum of the cabin service major students at 2 year colleges through the CIPP (Context, Input, Process, Product) evaluation model and an empirical analysis on how their awareness affects Service Orientation and Service Hospitality. It was proven that the CIPP evaluation model has a positive effect on the satisfaction of their department, and also has a meaningful effect on Service Hospitality and Service Orientation statistically. However, the satisfaction of their department itself is not associated with the increase of Service Orientation and Service Hospitality so it negatively affected them. Moreover, both the Service Management program(Process) and Service Attitude(Product) have a meaningful effect on Service Hospitality, and Service Hospitality also has a meaningful effect on Service Orientation. So it resulted in a casual relationship among them. As a result, it is desperately necessary to promote an educational environment that will increase the satisfaction of the department and help students to become flight attendants. It is also necessary to increase awareness of the Service Management program(Process) and Service Attitude(Product).

• Convergence Security Journal
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• v.7 no.1
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• pp.91-97
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• 2007

According to increasing necessaries of workflow systems, it will be useful to most Enterprises. However existing workflow systems are shared only inside of systems that use a same process definition. It is difficult to share a process definition with another enterprise using different platforms. In this paper, we used Web Service for sharing process definition. Web Service have advantage that can linked between different platforms. Therefore we developed workflow Process definition by using Web Service. Using Web Service, we can be share workflow process definition between enterprises using different platform.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.28 no.4
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• pp.7-13
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• 2005

Many domestic studies related to service quality are performed but the study on computing Service Quality Score is not yet activated. Because Service quality measurement plays an important role in assessing service performance and diagnosing service problems, it is very important that service quality is measured exactly. Therefore this study offered realistic approach method for computing Service Quality Score by using T.L. Saaty's Analytic Hierarchy Process technique. That is, Service Quality Score of this study is computed by using customer's priority(weights) for five dimensions(Tangible, Reliability, Assurance, Responsiveness, Empathy). This method is more realistic than the existing method computed by an arithmetical average of dimension's variables.

• Journal of the Korea Safety Management & Science
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• v.8 no.6
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• pp.109-118
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• 2006

This paper proposes service layout strategy considering service characteristics by the use of benchmarking production system such as layout by P-Q chart, improvement tool, automated system, Toyota production system and lean production system. This paper represents operation methodology of statistical process control using control chart for service performance outcomes.