Customer expectation level in mobile data services

by: Deok K Yun, Ki Y Kim, Han S Ko

(2005), pp. 259-262.

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Abstract

Mobile telecommunication companies in Korea provide a lot of mobile data services, but there are no definitions for quality attributes and customers’ expectation levels, which are important issues in quality management. In this paper, we define the quality attributes of eight major mobile data services used by mobile communication subscribers and measure customer expectation levels. Research progress follows QFD (quality function deployment). FGI (focused group interview) was used to define quality attributes and experiments, benchmarking and surveys were used to decide customers’ expectation levels.

@inproceedings{citeulike:2664134, abstract = {Mobile telecommunication companies in Korea provide a lot of mobile data services, but there are no definitions for quality attributes and customers’ expectation levels, which are important issues in quality management. In this paper, we define the quality attributes of eight major mobile data services used by mobile communication subscribers and measure customer expectation levels. Research progress follows QFD (quality function deployment). FGI (focused group interview) was used to define quality attributes and experiments, benchmarking and surveys were used to decide customers’ expectation levels.}, address = {New York, NY, USA}, author = {Yun, Deok K. and Kim, Ki Y. and Ko, Han S. }, booktitle = {MobileHCI '05: Proceedings of the 7th international conference on Human computer interaction with mobile devices \& services}, citeulike-article-id = {2664134}, doi = {10.1145/1085777.1085826}, isbn = {1595930892}, keywords = {customer, mobile, needs, quality, service}, pages = {259--262}, posted-at = {2008-04-13 18:25:30}, priority = {2}, publisher = {ACM}, title = {Customer expectation level in mobile data services}, url = {http://portal.acm.org/citation.cfm?id=1085777.1085826}, year = {2005} }

RIS record

TY - CONF ID - citeulike:2664134 L3 - citeulike-article-id:2664134 TI - Customer expectation level in mobile data services T2 - MobileHCI '05: Proceedings of the 7th international conference on Human computer interaction with mobile devices & services SP - 259 EP - 262 AD - New York, NY, USA PB - ACM SN - 1595930892 N2 - Mobile telecommunication companies in Korea provide a lot of mobile data services, but there are no definitions for quality attributes and customers’ expectation levels, which are important issues in quality management. In this paper, we define the quality attributes of eight major mobile data services used by mobile communication subscribers and measure customer expectation levels. Research progress follows QFD (quality function deployment). FGI (focused group interview) was used to define quality attributes and experiments, benchmarking and surveys were used to decide customers’ expectation levels. KW - customer KW - mobile KW - needs KW - quality KW - service AU - Yun, Deok AU - Kim, Ki AU - Ko, Han PY - 2005/// UR - http://portal.acm.org/citation.cfm?id=1085777.1085826 ER -

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