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ISSN : 2005-0461(Print)
ISSN : 2287-7975(Online)
Journal of Society of Korea Industrial and Systems Engineering Vol.27 No.3 pp.45-51
DOI :

다구찌 방법을 적용한 인터넷 쇼핑몰의 서비스 품질 측정 방법론

서광규, 안범준
상명대학교 산업정보시스템공학과

A Methodology on Measuring Service Quality of Internet Shopping Mall using Taguchi Method

Beum-Jun Ahn, Seo Kwang-Kyu

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Abstract

Recently, the severe competition in the internet shopping mall has forced firms to increase the customer satisfaction and to enhance service quality Despite the internet shopping mall's fast and superficial growth and extraordinary potential, study on (actors affecting service quality based on its characteristics is meager. Most researchers have studied on the service quality related with the internal shopping mall by just applying measurement items in internet environment. This paper tries to analyze whether the internet shopping mall can be reorganized by introducing factors of service quality specifically with reference to the internet showing mall. In addition, this study focuses on developing the method to measure the service quality more effectively. For this purpose, this study applies the Taguchi Method using quality loss function (QLF) which can be used to measure quality quantitatively. The proposed method provides the measurement of the internet shopping mall's service quality and offers to the practitioner a measurement tools suitable for service industry.

Reference