홈페이지 서비스 품질 개선에 관한 연구
A Study on Quality Improvement of Website Services
0
조회
0
다운로드
8
인용
0
참고문헌
키워드
초록
Purpose: This research aims at quality improvement of website services on the internet. Methods: SERVQUAL is redefined for web environments as sixteen statements in five dimensions to identify user requirements for websites and measure their importance ratings. Quality Function Deployment (QFD)is used to integrate user requirements into service development for websites so that management and design guidelines can be obtained for user-oriented websites. Fuzzy set theory is introduced to resolve the ambiguity and subjectivity of user requirements in the House of Quality (HOQ). Results: The priorities of design characteristics are extracted from the Fuzzy QFD for University websites. Conclusion: It is expected to provide quality services in less time with less effort, if the results of the Fuzzy QFD are used to provide services in a strategic way under limited resources.
Abstract
Purpose: This research aims at quality improvement of website services on the internet. Methods: SERVQUAL is redefined for web environments as sixteen statements in five dimensions to identify user requirements for websites and measure their importance ratings. Quality Function Deployment (QFD)is used to integrate user requirements into service development for websites so that management and design guidelines can be obtained for user-oriented websites. Fuzzy set theory is introduced to resolve the ambiguity and subjectivity of user requirements in the House of Quality (HOQ). Results: The priorities of design characteristics are extracted from the Fuzzy QFD for University websites. Conclusion: It is expected to provide quality services in less time with less effort, if the results of the Fuzzy QFD are used to provide services in a strategic way under limited resources.
참고문헌 (30)
- "By Restructuring Their Web Sites, Major Companies Catch Two Rabbits: PR and Social Contribution"[URL]
- Bandemer, H., "Fuzzy sets, Fuzzy Logic Fuzzy Methods with Applications" (1995), John Wiley & Sons
- Bellman, R. E., "Decision making in a fuzzy environment", Management Science, 17(4), pp.141~124 (1970)
- Bojadziev, G., "Fuzzy sets, Fuzzy logic, Applications" (1995), World Scientific Publishing Co
- Buttle, F., "SERVQUAL : review, critique, research agenda", European Journal of Marketing, 30(1), pp.8~25 (1996)
- Chan, L., "Quality function deployment : A literature review", European Journal of Operational Research, 143(3), pp.463~435 (2002)
- Chan, L. K., "Rating the importance of customer needs in quality function deployment by fuzzy and entropy methods", International Journal of Production Research, 37(11), pp.2499~2420 (1999)
- 조철호, "웹서비스품질이 사용자만족, 재이용의도, 구전의도에 미치는 영향: 중소병원 홈페이지의 신뢰와 몰입의 조절효과", 대한경영학회지, 23(3), pp.1481~1500 (2010), 대한경영학회
- 조익천, "QFD와 Fuzzy 이론을 적용한 DSLR 카메라 신제품 개발", 한국생산관리학회지, 23(1), pp.43~69 (2012), 한국생산관리학회[DOI]
- "Building Mobile Web sites easily by Using the Priere Web Solution"[URL]
- Erginel, N., "Construction of a fuzzy QFD failure matrix using a fuzzy multiple-objective decision model", Journal of Engineering Design, 21(6), pp.677~616 (2010)
- "The Most Active in Constructing Mobile Web sites are Hospitals"[URL]
- Garibay, C., "Evaluation of a Digital Library by Means of Quality Function Deployment(QFD)and the Kano Model", The Journal of Academic Librarianship, 36(2), pp.125~128 (2010)
- Guardiola-Wanden-Berghe, R., "Evaluating the quality of websites relating to diet and eating disorders", Health Information and Libraries Journal, 28(4), pp.294~298 (2011)
- Hwang, In A, "Homepage Integration Strategy and Implementation of Public Institutions", The Fall Conference for the Korea Technology Innovation Society, October (2005)
- 정상철, "QFD를 이용한 인터넷 쇼핑몰의 서비스 품질 측정 및 개선에 관한 연구", Journal of Information Technology Applications & Management, 11(4), pp.181~208 (2004), 한국데이타베이스학회
- Kahraman, C., "A fuzzy optimization model for QFD planning process using analytic network approach", European Journal of Operational Research, 171(2), pp.390~322 (2006)
- Khoo, L. P., "Framework of a fuzzy quality function deployment system", International Journal of Production Research, 34(2), pp.299~213 (1996)
- Kim, Deog-ho., "A Study on Contentment of Internet Web System", pp.2001
- "Survey on the Internet Usage"[URL]
- "Survey on the Smartphone Usage in the first half of (2012)"[URL]
- Kuo, H-M., "Application of quality function deployment to improve the quality of internet shopping website interface design", International Journal of Innovative Computing, Information and Control, 7(1), pp.253~216 (2011)
- Lee, Sejung., "A Study on the Measurement of Theater Service Quality Using Quality Function Deployment", pp.2009
- Parasuraman, A., "SERVQUAL : A multiple-item scale for measuring consumer perceptions of service quality", Journal of Retailing, 64(1), pp.12~29 (1988)
- Paryani, K., "QFD Application in the Hospitality Industry : A Hotel Case Study", Quality Management Journal, 17(1), pp.7~22 (2010)
- Sahney, S., "A SERVQUAL and QFD approach to total quality education : A student perspective", International Journal of Productivity and Performance Management, 53(2), pp.143~124 (2004)
- Yoon, Young Mi, "Customer-Centric Tourism Web Site Design By Quality Function Deployment", Journal of Korean Aviation Management Society, 3(1), pp.103~127 (2005)
- Zadeh, L., "Fuzzy sets", Information and Control, 8(3), pp.338~16 (1965)
- Zhou, C. X., "Web site quality in the UK airline industry : A longitudinal examination", Journal of Computer Information Systems, 49(2), pp.50~58 (2008)
- Zisis, P., "The Application of Performance Measurement in the Service Quality Concept : The Case of a Greek Service Organisation", Journal of Money Investment and Banking, 9, pp.21~27 (2009)