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Developing a quality prioritization procedure for IPTV service

Author

Listed:
  • Wan Seon Shin

    (Sungkyunkwan University)

  • Ho-Kyoung Lee

    (LG Electronics)

  • Kwang-Jae Kim

    (POSTECH)

  • Byung Chung

    (Yonsei University)

Abstract

This study developed a procedure to determine the quality priorities of the internet protocol television (IPTV) service. First, a set of key elements of IPTV service quality was developed based on a literature review and a focus group interview. Second, analytic hierarchy process and the Kano model were applied to identify the requirements of experts and customers, respectively. The experts measured the importance and difficulty of management, whereas the customers measured the satisfaction level and importance of each quality element. Third, quality priorities were calculated through the entropy principle and scenario-based analysis. The proposed procedure is illustrated with a case study of a telecommunications company in Korea.

Suggested Citation

  • Wan Seon Shin & Ho-Kyoung Lee & Kwang-Jae Kim & Byung Chung, 2017. "Developing a quality prioritization procedure for IPTV service," Service Business, Springer;Pan-Pacific Business Association, vol. 11(2), pages 427-449, June.
    • Handle: RePEc:spr:svcbiz:v:11:y:2017:i:2:d:10.1007_s11628-016-0309-2
    DOI: 10.1007/s11628-016-0309-2
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    References listed on IDEAS

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    1. Yeong-Wha Sawng & Kazuyuki Motohashi & Gang-Hoon Kim, 2013. "Comparative analysis of innovative diffusion in the high-tech markets of Japan and South Korea: a use–diffusion model approach," Service Business, Springer;Pan-Pacific Business Association, vol. 7(1), pages 143-166, March.
    2. Kanghwa Choi & DonHee Lee & David Olson, 2015. "Service quality and productivity in the U.S. airline industry: a service quality-adjusted DEA model," Service Business, Springer;Pan-Pacific Business Association, vol. 9(1), pages 137-160, March.
    3. Saaty, Thomas L., 1990. "How to make a decision: The analytic hierarchy process," European Journal of Operational Research, Elsevier, vol. 48(1), pages 9-26, September.
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