• Title, Summary, Keyword: quality

Search Result 79,588, Processing Time 0.145 seconds

The Impact of Information System Quality and Media Quality on the Intention to Use IPTV

  • Lee, Dong-Man;Chae, Young-Su;Lee, Young-Ki;Choi, Moon-Jong;Jang, Sung-Hee
    • Journal of information and communication convergence engineering
    • /
    • v.10 no.1
    • /
    • pp.71-77
    • /
    • 2012
  • This study examines the factors influencing internet protocol television (IPTV) usage intention. Using Davis's technology acceptance model (TAM) and DeLone and McLean's model of information system success, this study investigates the effects of information system quality (information quality, system quality, and service quality) and media quality on IPTV use in terms of perceived usefulness, perceived ease of use, and usage intention. We examined the proposed model by employing structural equation modeling and survey data from 222 IPTV users. The results indicate that information quality, service quality, and media quality had significant effects on perceived usefulness and that information quality and media quality had significant effects on perceived ease of use. However, system quality had no effect on perceived usefulness or perceived ease of use. In addition, perceived ease of use influenced perceived usefulness, and perceived usefulness and perceived ease of use influenced IPTV usage intention. Further, the stability and reliability of IPTV services encouraged IPTV use, and successful IPTV services showed high media quality.

A Study on the Effect of Mediating Roles on Attractiveness of Alternatives on the Relationship between the Quality of Beauty Service and the Service Loyalty (미용서비스품질과 서비스충성도간 관계에서 대안매력도의 조절효과)

  • Lee, You Mi;Rhee, Nan Hee
    • Journal of Fashion Business
    • /
    • v.20 no.1
    • /
    • pp.173-190
    • /
    • 2016
  • The purpose of this study was to investigate the mediating roles of relationship quality, satisfaction and trust, and switching cost during the process of the effects of service quality in the beauty industry. Assuming the attractiveness of alternatives of such structural relations may differ between paths of groups, effects of influence on the relation of each composition concept were investigated. This study adopted a three-dimensional model of service quality, "process quality", "outcome quality", and "environment quality." Amos was used to analyze the research hypotheses and the proposed model. The result of the study suggests that service quality positively influences relationship quality, and relationship quality yields service loyalty. The results also indicates that relationship quality positively influences switching cost and switching cost positively influences service loyalty. Each service quality dimension had a significant effect on satisfaction, trust, and the relative importance of service quality dimensions on satisfaction; trust followed the order of process quality, outcome quality, and environment quality. The moderating variable such as the alternatives' attractiveness is found to be important moderators of the path of the model.

Quality Management Study of Weapon System using Ontology (Ontology를 활용한 무기체계 품질경영 연구)

  • An, Youngjun;Seo, Yoonho
    • Journal of the Korean Society for Quality Management
    • /
    • v.44 no.4
    • /
    • pp.735-749
    • /
    • 2016
  • Purpose: This study is addressing the establishment of the knowledge information system supplying the quality management of weapon system. It is going to support the continuous quality management through the linkages and integration between the product structure and the quality information. Methods: The interrelated relationship of the product structure information and quality information of weapon system would be expressed explicitly by taking advantage of the ontology concept. The quality information of distributed systems would be integrated through the SOA(Service Oriented Architecture)-based Web services. After defining the inference rules, which could be utilized in the quality management, in the constructed knowledge information system, the quality information would be inferred through the queries. Results: By building the integrated quality information knowledge system through the ontology and SOA, the connectivity between the product structures and dispersed quality information was enhanced. The utility and applicability of this study were checked up through the inferences on the products and quality information by using the information built by the semantic relationship of facts. Conclusion: We established the knowledge and information system as a systematic approach to support the quality management of weapon system. This is not affected by the organizations and systems, and it seems that it could be utilized across the quality management as the efficient knowledge sharing architecture supporting the quality management of weapon systems in the aspect of the product integration.

Exploring the Determinants of Relationship Quality in Retail Banking Services

  • Kwon, Chul Hwan;Jo, Dong Hyuk;Mariano, Hugo Guimaraes
    • KSII Transactions on Internet and Information Systems (TIIS)
    • /
    • v.14 no.8
    • /
    • pp.3457-3472
    • /
    • 2020
  • The rapid change in the financial market has led to a shift to relationship marketing, which emphasizes relationships with existing customers rather than creating new ones. Therefore, to achieve competitive advantage in the market, assessing service quality and relationship quality has become an important tool for financial institutions. The widely applied five dimension model has shown problems of dimensions overlapping and blurring with each other, which results in the lack in providing the marketer with practical administrative implications. Therefore, a three dimensional model, composed of interaction quality, physical environment quality and outcome quality, that could be applied in general to various service industries and, at the same time, categorized into service quality dimensions that are not ambiguous for marketers to manage has been utilized. As a result, in the case of Korean consumers, interaction quality, physical environment quality, and outcome quality were shown to have positive effects on customer satisfaction and customer loyalty. For Brazilian consumers, physical environment quality and outcome quality were shown to have positive effects on customer satisfaction and customer loyalty. Also, a median effect of customer satisfaction was found. This paper reviews the concept and dimensions of service quality and relationship quality, as well as verifying the structural relationship between the two variables through empirical analysis. Through the results of the analysis, the paper compares the differences between two distinctive countries and present theoretical and academic implications.

The Causal Model of Quality Leadership and Business Performance by Quality System for Manufacturing Companies of the North-east China (품질시스템에 의한 품질리더십과 기업성과 간의 인과관계모형: 중국 동북제조기업 중심으로)

  • 강병서;안민섭
    • Journal of the Korean Society for Quality Management
    • /
    • v.29 no.1
    • /
    • pp.140-159
    • /
    • 2001
  • The purpose of this study is to analyse the effectiveness of Quality Leadership on the Business Performance through Quality System for Manufacturing Companies in the North-east China, and research into the model of Quality Leadership is related with the Business Performance. A new questionnaire of QM based on Conti's Quality System thesis, was developed and tested. A statistical analysis of data was collected from Manufacturing Firms in the North-east China. As a result, Quality Leadership is the important drivers of Total Quality Management, and is related with the Quality System. Then, the Quality System is directly related with process, and process is also related with the Product Quality and the Business Performance. Of course, the Product Quality is directly related with the Business Performance in the end.

  • PDF

An study on quality evaluation of information services (정보서비스의 품질평가에 관한 고찰)

  • 김지훈
    • Journal of Korean Library and Information Science Society
    • /
    • v.25
    • /
    • pp.441-474
    • /
    • 1996
  • Up to recently, information service have emphasized mainly on efficiencies of information collection, storage, process. But, now, many people take interest in criteria and evaluation on quality of information itself and its services because of growth of electronic materials and development of telecommunication. Especially, since the greater part of infomation is made gradually digital format, quality of information service regards as of great importance. This study attempts to investigate the quality problem in information services and its a n.0, pplication. Also, to su n.0, pport high quality, it is needed criteria of information services to evaluate and measure. To understand quality of information services, This articles deal with concept of quality on information related sector, quality management, the reason of importance of information quality, quality work of information services. There is little method to measure and evaluate quality of internet services. So it is necessary to study on internet quality, user's selection on its quality, and development on high quality site.

  • PDF

A Critical Review on The Service Quality Measurement -Research Direction for Hotel Service Quality Measurement- (서비스품질 측정에 관한 비평적 고찰 -호텔 서비스품질 측정을 위한 방향 제시-)

  • 김희탁;김장하
    • Journal of the Korean Society for Quality Management
    • /
    • v.26 no.4
    • /
    • pp.29-50
    • /
    • 1998
  • The purpose of this study is to critically review the previous research on the measurement of service quality, and to present future research directions on hotel service quality measurement as follows: 1. As Carman(1990) shows in his study, items of quality measurement should be developed to be fit for the measurement of hotel service quality. 2. To evaluate the service quality of a hotel, measuring three divisions(Room, F&B and Others) separately, then combining them would be the best model. 3. Researches to identify the various dimensions of hotel service quality are needed. 4. In measuring hotel service quality, guests should be classified according to various criteria. 5. To measure the hotel service quality, SERVPERF model might be more a, pp.opriate due to the small number of items to be answered. 6. In hotel industry, researches to identify causal pths between customer satisfaction and service quality are needed. 7. We need to develop alternative scales for the measurement of hotel service quality.

  • PDF

Application of Quality Cost Model ln Quality Improvement Area (품질개선분야에서의 품질코스트모델의 적용)

  • Chung, Young-Bae;Kim, Yon-Soo
    • Journal of the Society of Korea Industrial and Systems Engineering
    • /
    • v.34 no.3
    • /
    • pp.71-78
    • /
    • 2011
  • This parer proposes application of quality costing system in quality improvement area. Cost of quality in quality improvement area provides a valuable of both providing the need for improvement and giving a starting point for project. WQCMS(Web-based Q-Cost Management System) have ability to collect and analyze quality data generated from various different departments in the inside or outside of the enterprise without any limitations, if end-users are able to access wide area network. It provides the capability to integrate quality information from database and to generate various easy analysis reports to management's needs using built-in analysis tool modules with real-time. Web-based quality cost management system to measure the performance of quality improvement activities in the business firms. This paper proposes standard model for quality cost process in quality improvement area.

An Effect of Medical Service Quality on Relationship Quality, Customer Satisfaction and Reuse Intent in Oriental Medical Hospital (한방병원 의료서비스품질이 관계품질, 고객만족, 재이용의도에 미치는 영향)

  • Cho, Chul-Ho
    • Korea Journal of Hospital Management
    • /
    • v.15 no.2
    • /
    • pp.107-128
    • /
    • 2010
  • These days, customer satisfaction and relationship quality are regarded as important mediating factor in successful hospital management. Generally, service quality affects relationship quality, customer satisfaction and reuse intent in diverse service industries, and most of researchers agree to this conclusion. This study is designed to explore medical service quality in Oriental Medical Hospital and causal relationship among medical service quality, customer satisfaction, relationship quality and reuse intention. Through conclusion of this study, we could find that Oriental medical service quality factors are composed of medical staff, subsidiary facilities, medical facilities and administration service, and they affected relationship quality and reuse intent directly and indirectly through customer satisfaction. Moreover we found that customer satisfaction and relationship quality were playing an important role as connecting bridge between service quality and reuse intent.

  • PDF

A Study on Service Quality in Financial Industry (금융업에서의 서비스품질에 관한 연구)

  • Chung, Young-Bae;Kim, Yon-Soo
    • Journal of the Society of Korea Industrial and Systems Engineering
    • /
    • v.32 no.4
    • /
    • pp.235-240
    • /
    • 2009
  • This study examines the competitive strategy of service quality in financial industry. Service quality has been suggested as the approach for service organizations to be service and customer oriented. Recently, the issue of internal service quality has been one of topics widely discussed in financial industry. The purpose of the current study is to examine the internal service quality which is believed to increase such organizational performances as customer satisfaction, retention and revenue. Internal service quality index is used to measure service quality in service industry. In this paper, the methodology for measuring the degree of service quality which has been adopted in service quality research area was used. This paper proposes internal service quality index in financial industry. In this paper, we show the application method of internal service quality index.