본문 바로가기
KERD
논문KCI 등재

인공지능 서비스 특징 및 품질측정항목의 고찰과 제안

Review and Suggestion of Characteristics and Quality Measurement Items of Artificial Intelligence Service

0

조회

0

다운로드

13

인용

0

참고문헌

키워드

주제분류학제간연구

초록

Purpose: The purpose of this study is to investigate various prior studies on artificial intelligence and to examine the concept and characteristics of various prior studies of existing service quality. And this paper is to study the concept and characteristics of artificial intelligence services and propose suitable quality measurement items. Methods: The research method of this paper is to examine previous research related to existing artificial intelligence and to analyze characteristics related to service quality. Results: This paper examines the concept and characteristics of artificial intelligence service in a new era by examining previous studies related to artificial intelligence and derives quality measurement items. Conclusion: In the future, it is necessary to verify the validity of the quality measurement items of artificial intelligence service. Therefore, it is necessary to elicit and verify the main quality measurement items through the investigation of the expert group.

Abstract

Purpose: The purpose of this study is to investigate various prior studies on artificial intelligence and to examine the concept and characteristics of various prior studies of existing service quality. And this paper is to study the concept and characteristics of artificial intelligence services and propose suitable quality measurement items. Methods: The research method of this paper is to examine previous research related to existing artificial intelligence and to analyze characteristics related to service quality. Results: This paper examines the concept and characteristics of artificial intelligence service in a new era by examining previous studies related to artificial intelligence and derives quality measurement items. Conclusion: In the future, it is necessary to verify the validity of the quality measurement items of artificial intelligence service. Therefore, it is necessary to elicit and verify the main quality measurement items through the investigation of the expert group.

참고문헌 (49)

  1. Barnes, S.T, "WebQual : An Exploration of Web-site quality", Proceedings of Eighth European Conference on Information System (EICS), pp.298~305 (2000)
  2. Barnes, S.T,., "An integrative approach to the assessment of e-commerce quality", Journal of Electronic Commerce Research, 3(3), pp.114~127 (2002)
  3. Brady, M. K., "Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approch", Journal of Marketing, 65(4), pp.34~49 (2001)[DOI]
  4. Buduma, N., "Fundamentals of Deep Learning" (2017), O'Reilly Media Inc
  5. Burgess, L., "A Conceptual framework for understanding and measuring perceived service quality in net-based customer support systems" (2004)
  6. 변대호, "인공지능비서의 Kano 품질속성의 탐색적 연구", e-비즈니스연구, 18(4), pp.167~178 (2017), 국제e-비즈니스학회[DOI]
  7. Charniak,., "Introduction to A.I" (1985), Addison-Wesley
  8. Cronin., "Measuring Service Quality: A Reexamination and Extension", Journal of Marketing, 56(3), pp.55~68 (1992)[DOI]
  9. "Dictionary of experimental psychology terms", ~
  10. Electronic., "Survey results related to artificial intelligence technology", Journal of Electrical Engineering, 43(6), pp.62~65 (2016)
  11. Froehole, C., "New measurement scales for evaluating perceptions of the technology-mediated customer service experience", Journal of Operations Management, 22, pp.1~21 (2004)[DOI]
  12. Garvin, David A., "What Does Product Quality Really Mean", Sloan Management Review, 23(1), pp.25~44 (1984)
  13. Geron, A., "Hands-On Machine Learning with Scikit-Learn and TensorFlow" (2017), O'Reilly Media Inc
  14. Gronroos, Christian, "A Service Quality Model and its Marketing Implication", European Journal of Marketing, 18(4), pp.36~44 (1988)
  15. Joo, Kang Jin, "Fourth Industrial Revolution and Artificial Intelligence: An Overview of Current Situation Case and Regulation", Journal of the Korean Management Science Society, 42(4), pp.1~14 (2017)
  16. 전현모, "스마트 폰 배달 앱의 서비스품질이 감정반응과 앱 재이용의도에 미치는 영향 - PAD 이론을 중심으로 -", Culinary Science & Hospitality Research, 22(2), pp.206~221 (2016), (사)한국조리학회[DOI]
  17. Jung, Dong Gyu, "Artificial intelligence technology and main applied industry trend", Journal of the Korea Information Science Society, 15(2), pp.21~28 (2017)
  18. Artificial Intelligence and the Fourth Industrial Revolution, Forum Report 1-182, "KCERN(Korea Creative Economy Research Network)", ~ (2016)
  19. Problems and Improvements of Artificial Intelligence Appliances, Survey report 1-33, "Korea Consumer Agency", ~ (2017)
  20. 김혜경, "인공지능 쇼핑 정보 서비스에 관한 탐색적 연구", 유통과학연구, 15(4), pp.69~80 (2017), 한국유통과학회[DOI]
  21. Future society change that artificial intelligence technology development will bring, "Kim, Youn Jung", Korea Institute of S&T Evaluation and Planning, ~ (2016)
  22. LeCun, Y., "Deep learning", Nature (2015)
  23. 이응봉, "도서관 서비스 품질 평가 연구에 대한 비교·분석", 한국문헌정보학회지, 49(1), pp.89~111 (2015), 한국문헌정보학회[DOI]
  24. Lee, Gang Wan, "Dictionary of geospatial information system terminology" (2016)
  25. Lee, Hyun Jun., "How to learn about artificial intelligence" (2017)
  26. Llosa, "An Empirical Study of Servqual's Dimensionality", The Service Industries Journal, 18(2) (1988)
  27. McCord, M. C., "Deep Parsing in Watson IBM", Journal of Research and Development, 56(3) (2012)
  28. Parasuraman, A., "A Conceptual Model of Service Quality and Its Implications for Future Research", Journal of marketing, 49(4), pp.41~50 (1985)[DOI]
  29. Parasuraman A., "SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality", Journal of Retailing, 64, pp.12~40 (1988)
  30. Parasuraman A., "Delivering Quality Service" (1990), Simon & Schuster
  31. Parasuraman, "E-S-QUAL: A Multi-item Scale for Accessing Electronic Service Quality", Journal of Service Research, 7(3), pp.213~233 (2002)
  32. Rich, E., "Artificial intelligence" (1991), McGraw-Hill
  33. Russell, S., "Artificial Intelligence: A Modern Approach" (2015), Pearson
  34. Rust, R. T., "Service Quality: Insights and Managerial Implications from the Frontier, in Service Quality", pp.1~19 (1994), Sage Publications
  35. Ruyter, K. D., "Customer adoption of e-service: an experimental study", International journal of service industry management, 122, pp.184~207 (2001)
  36. Sanjay, K. J., "Measuring Service Quality: SERVQUAL vs. SERVPERF Scales", VIKALPA, 29(2), pp.25~37 (2004)
  37. Sug, Wang Hun,., "Artificial intelligence technology and industrial potential" (2015)
  38. Teas, R. K., "Expectation, Performance Evaluation, and Consumer's Perceptions of Quality", Journal of Marketing, 57(4), pp.18~34 (1993)
  39. Korea Technology and Information Promotion Agency for SMEs, "Small Business Roadmap", Tractica, ~ (2017)
  40. Voss, Christopher, "Rethinking paradigms of service-service in a virtual environment", International Journal of Operations & Production Management, 23(1), pp.88~104 (2000)
  41. Wolfinbarger, M., "eTailQ: Dimensionalizing, Measuring, and Predicting etail Quality", Journal of Retailing, 79(3), pp.183~198 (2003)[DOI]
  42. Yoo, B., "Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site(Sitequal)", Quartely Journal of Electronic Commerce, 2(1), pp.31~46 (2001)
  43. Yoo, Soo Jung, "Fourth Industrial Revolution and Artificial Intelligence", Journal of Korea Multimedia Society, 21(4), pp.1~8 (2017)
  44. Youn, Jang Woo, "Artificial intelligence technology and policy trends and implications", Electronics and Telecommunications Research Institute, 31(2) (2016)
  45. A conceptual framework for understanding E-service quality; Implication for future research and managerial practice, Working paper Marketing, "Zeithaml", Science Institute, ~ (2000)
  46. Zeithaml, V., "Services Marketing: Integrating Customer Focus across the Firm" (2003), McGraw-Hill
  47. Zeithaml, V. A., "e-service Quality: Definition, Dimensions and Control Model" (2005)
  48. Zhang, B. T., "Cognitive Computing : Multisensory Perceptual Intelligence", Communications of the Korean Institute of Information Scientists and Engineers, 30(1), pp.75~87 (2012)
  49. Zurada, J. M., "Introduction to Artificial Neural Systems" (1992), West Pub. Com

관련 논문AI추천

이 간행물의 다른 논문 (24건)