스마트 폰 애플리케이션 서버스 품질의 개선

• 영문명: Service Quality Improvement of Smart Phone Application
• 발행기관: 한국산업경영시스템학회
• 저자명: 염다혜(Da-Hye Yeom) 강창욱(Chang-Wook Kang)
• 간행물 정보: 『산업경영시스템학회지』제36권 제4호, 38~44쪽, 전체 6쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2013.12.31

영문 초록

Smart phones have brought rapid changes in this competitive world. Smart phone application developers are trying their best to consider the customer requirements in the most efficient way while considering all its attributes. However smart phone service quality has been given less consideration comparatively during the last few years. This paper proposes a measurement method for improving service quality of smart phone application. This method combines the service quality performance model (SQPM) and process capability index (PCI). The service quality performance model is used to identify service items that require improvement. Process capability index is used as a measure for prioritization of those improvements. Case study was carried out to search out important communication application service attributes. customer satisfaction level data was collected for users who used the application service. A total of twenty four service attributes were found during this survey. Using the joint approach of SQPM and PCI, five significant service attributes were prioritized for service quality improvement.

목차

Abstract

1. 서론

2. 이론적 배경

3. 서비스 품질 순위화 모델

4. 사례 연구

5. 결론

References

키워드

Service Quality Performance Model Process Capability Index Smart Phone Application Service