스마트 폰 어플리케이션 서비스 품질의 개선

• 영문명: Service Quality Improvement of Smart Phone Application
• 발행기관: 한국산업경영시스템학회
• 저자명: 염다혜(Da-Hye Yeom) 강창욱(Chang Wook Kang)
• 간행물 정보: 『한국산업경영시스템학회 학술대회』2013년 춘계학술대회 논문집, 3~9쪽, 전체 6쪽
• 주제분류: 공학 > 산업공학
• 파일형태: PDF
• 발행일자: 2013.05.11

영문 초록

Smart phones have drastically changed the life of today's competitive world. Smart phone application (App) developers are trying their best to meet 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 and process capability index. The service quality performance model is used to identify service items that require improvement. Process capability index is used to prioritize these items for improvement. We collected data on satisfaction level of customers who have used application service. By the proposed method, we found five significant service items from three categories - execution, security and resilience and prioritized those items for improvement.

목차

Abstract

1. 서론

2. 이론적 배경

3. 제안 방법

4. 실증 연구

5. 결론

참고문헌

키워드

service quality performance model process capability index smart phone application service