Earticle

초록

영어

By the developing of Internet, the environments of the company have rapidly been changed. Especially, managers in the Internet shoppingmall have been try to provide excellent e-Services to their customers. e-Service is defined comprised of all interactive services that are delivered on the Internet using advanced telecommunications, information, and multimedia technologies. but according to study of e-Satisty.com[2000]. customer service through internet is still neither effective nor efficient and poor service will impact on company's profit but excellent service can improve their value and Quality of the service or product. In order to customer-oriented e-Services, this study suggested the QFD linked with e-Service Quality model for the Internet shoppingmall service system, which can help determine design characteristics being relevant to customer's e-Service Quality requirements. this hybrid model have two stages. In the first stage, we do measure service Quality and find priorities of service Quality attribute by purchase process. and in the second stage, on the basis of priority of e-Service Quality attributes, we find design characteristics to maximize customer satisfaction. From this study, we provide internet shoppingmall managers with the implications for improvement of service Quality, measuring Quality of e-service, providing design characteristics for customer-oriented service quality.

목차

Abstract
 1. 서론
 2. 문헌연구
  2.1 인터넷 쇼핑몰 서비스
  2.2 인터넷 쇼핑몰 서비스의 품질 측정
  2.3 품질기능전개
 3. 연구모형
  3.1 e-서비스 품질과 QFD의 연계모형
  3.2 적용절차
 4. 사례를 통한 실증 분석
  4.1 설문지 구성
  4.2 자료수집 및 분석 방법
  4.3 신뢰도 및 타당성 분석
  4.4 구매과정별 서비스 품질의 중요도 산정: 1 단계 QFD적용
  4.5 구매과정별 설계속성의 중요도 산정 :2단계 OFD적용
 5. 결론
 참고문헌

키워드

저자

• 정상철 [ Sang-Chul Jung | 충남대학교 경영학과 교수 ]
• 유해림 [ Hae-Rim Yoo | 케이티하이텔(주) 전략사업본부 전략사업기획팀 ]
• 김명숙 [ Myeong-Suk Kim | 충남대학교, 중부대학교 강사 ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  JITAM [Journal of Information Technology Applications and Management]

• 간기

  격월간

• pISSN

  1598-6284

• eISSN

  2508-1209

• 수록기간

  1999~2026

• 십진분류

  KDC 005 DDC 005