다구찌 방법을 적용한 인터넷 쇼핑몰의 서비스 품질 측정 방법론

• 영문명: A Methodology on Measuring Service Quality of Internet Shopping Mall using Taguchi Method
• 발행기관: 한국산업경영시스템학회
• 저자명: 서광규(Kwang-Kyu Seo) 안범준(Beum-Jun Ahn)
• 간행물 정보: 『산업경영시스템학회지』제27권 제3호, 45~51쪽, 전체 7쪽
• 주제분류: 공학 > 산업공학
• 파일형태: PDF
• 발행일자: 2004.09.01

영문 초록

Recently. the severe competition in the internet shopping mall has forced firms to increase the customer satisfaction and to enhance service quality. Despite the internet shopping mall's fast and superficial growth and extraordinary potential, study on factors affecting service quality based on its characteristics is meager. Most researchers have studied on the service quality related with the internal shopping mall by just applying measurement items in internet environment. This paper tries to analyze whether the internet shopping mall can be reorganized by introducing factors of service quality specifically with reference to the internet showing mall. In addition, this study focuses on developing the method to measure the service quality more effectively. For this purpose, this study applies the Taguchi Method using quality loss function (QLF) which can be used to measure quality quantitatively. The proposed method provides the measurement of the internet shopping mall's service quality and offers to the practitioner a measurement tools suitable for service industry.

목차

1.서론

2.이론적 배경

3.연구 설계

4.실증분석

5.결론

참고문헌