SERVICE QUALITY ANALYSIS AND IMPROVEMENT: DEVELOPMENT OFA SYSTEMATIC FRAMEWORK

Authors

  • K-J. Kim Division of Mechanical and Industrial Engineering, Pohang University of Science and Technology
  • H-W. Cho School ofIndustrial and Systems Engineering, Georgia Institute of Technology
  • I-J. Jeong Division of Mechanical and Industrial Engineering, Pohang University of Science and Technology
  • J-C. Park Consulting Division, LG CNS
  • Y-J. Park Business Strategy Research Department, Electronics and Telecommunications Research Institute
  • C-G. Kim Business Strategy Research Department, Electronics and Telecommunications Research Institute
  • T-H. Kim Planning and Coordination Office, KT Corp

DOI:

https://doi.org/10.23055/ijietap.2006.13.2.435

Keywords:

Quality analysis and improvement, Service quality, Telecommunication service, Quality function deployment, Structural equation modeling

Abstract

As the service sector is rapidly growing, one of the challenges faced by the service industry is the lack of effe·ctive

methodologies for quality analysis and improvement. In service industries, the service quality serves as both a customer

retention tool and a business differentiator in local and global competition. This paper aims at developing a systematic

framework for service quality analysis and improvement. The proposed framework advantageously integrates quality

function deployment (QFD) and structural equation modeling (SEM). More specifically, the framework utilizes QFD to

collect, organize, and analyze qualitative information. The results of QFD are used as the basis for developing a service

quality improvement strategy. Then, SEM is used in building and analyzing quantitative models to devise a detailed strategy

for the improvement. The proposed framework is demonstrated through a case study on the asymmetric digital subscriber

lines (ADSL) service of a major telecommunication company in Asia. This framework can be utilized for an effective

analysis and improvement ofservice quality not just in the telecommunication industry, but also in any service industry which

collects customer satisfaction and service performance data as part of its daily operation.

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Published

2022-02-24

How to Cite

Kim, K.-J., Cho, H.-W., Jeong, I.-J., Park, J.-C., Park, Y.-J., Kim, C.-G., & Kim, T.-H. (2022). SERVICE QUALITY ANALYSIS AND IMPROVEMENT: DEVELOPMENT OFA SYSTEMATIC FRAMEWORK. International Journal of Industrial Engineering: Theory, Applications and Practice, 13(2), 177–187. https://doi.org/10.23055/ijietap.2006.13.2.435

Issue

Vol. 13 No. 2 (2006)

Section

Modelling and Simulation

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