Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
권호 표지

Structural Equation Model for Customer Satisfaction Index for Ubiquitous Home Network System

유비쿼터스 홈 네트워크 주거환경 만족도 증진을 위한 구조방정식 모형 연구

  • Chun, Soo-Bong (Department of Information & Industrial Engineering, Yonsei University) ;
  • Woo, Nam-Min (Department of Information & Industrial Engineering, Yonsei University) ;
  • Yi, Jae-In (Department of Information & Industrial Engineering, Yonsei University) ;
  • Sohn, So-Young (Department of Information & Industrial Engineering, Yonsei University)
  • 천수봉 (연세대학교 공과대학 정보산업공학과) ;
  • 우남민 (연세대학교 공과대학 정보산업공학과) ;
  • 이재인 (연세대학교 공과대학 정보산업공학과) ;
  • 손소영 (연세대학교 공과대학 정보산업공학과)
  • Published : 2007.12.31
Download PDF
⟨ Previous Next ⟩

Abstract

The demand of ubiquitous home network system is rapidly increasing in Korea as each construction enterprise makes a huge effort to introduce it to apartment complex. However, the design of home network system is rather technology oriented than the customer focused. Lack of knowledge about customer needs is an obstacle in spreading the ubiquitous home network system to the market regardless of technology development. In this paper, we propose a HCSI(customer satisfaction index for home network system) using an SEM(structural equation model) where structural relationship among several factors influential on users' satisfaction is considered. This model enables to calculate the satisfaction index for target customer group so that one can provide necessary feedback information for improvement of the home network system used for each group.

Keywords

References

  1. ACSI, http://www.theacsi.org/model.htm
  2. Asakawa, K. (2005). 'Progress of Ubiquitous Information Services and Keeping Their Security by Biometrics Authentication', Lecture notes in computer science, Vol 3824 pp.3-3 https://doi.org/10.1007/11596356_3
  3. Aydin,S. Ozer,G. (2005). 'National customer satisfaction indices: an implementation in the Turkish mobile telephone market', Marketing Intelligence & Planning, Vol.23, No.5, pp.486-504 https://doi.org/10.1108/02634500510612654
  4. Bae, B. (2005). LISREL Structural Equation Model. Chung-ram publishing company, Seoul, Korea
  5. Eboch, K. Choi, T.(1998): 'The TQM Paradox: Relations among TQM practices, plant performance, and customer satisfaction', Journal of Operations Management, Vol.17, pp.59-75 https://doi.org/10.1016/S0272-6963(98)00031-X
  6. Filibeli, M. Ozkasap, O. Civanlar, M. (2006). 'Embedded web server-based home appliance networks. Journal of Network and Computer Appliance.' Available online
  7. Fecikova, I. (2004). 'An index method for measurement of customer satisfaction.' The TQM magazine vol.16, pp.57-66 https://doi.org/10.1108/09544780410511498
  8. Fornell, C. Bookstein, F. (1982). 'Two Structural Equation Models: LISREL and PLS Applied to Consumer Exit-Voice Theory.' Journal of Marketing Research, pp.440-452
  9. Home Network System Manual (2002) 'GS Xi Apartment Co', 2002, Seoul, Korea
  10. Homepage of Marketing expert Youngman, Park, http://blog.naver.com/pr18 78.do?Redirect=Log&logNo=60009607058
  11. Jang, I. Moon, T. Sohn, S. (2004). 'Structural Equation model for assessingthe official statistics quality for Korean Information and Telecommunication Industry', Journal for Applied Statistics. Vol.17, No.3, pp.377-392
  12. Johnson, M. Gustafsson, A. Andreassen, T. Lervik, L. & Cha, J.(2001). 'The evolution and future of national customer satisfaction index models.' Journal of Economic Psychology, Vol.22, Issue 2, pp.217-245 https://doi.org/10.1016/S0167-4870(01)00030-7
  13. Kim, C. Kim, P. Kim, C. (2003). 'A study of effect of apartment residence circumstance on the residence satisfaction.' Nuri Media, Seoul, Korea
  14. Kim, J. (2003). 'Ubiquitous computing: Business model and future. Technical Report', Samsung Economic Research Institute, Seoul, Korea
  15. Lee, D. Kang, B(2003) 'Application of digital home technology in apartment complex.' Journal of Korean Construction, Vol.23, No.2, pp.371-375
  16. Lee, I. (2005). 'Evaluation standard of smart home performances' , PhD Thesis, Yonsei University, Seoul, Korea
  17. Lee, K. (1997). 'Moderator role of participation for customer satisfaction', Journal of Industrial Management, Vol.20, no.44, pp.204-214
  18. Lee, Y. (2002). 'Understanding of Factor analysis' , Suk-jung publishing company, Seoul'. Korea
  19. NCSI , http://www.ncsi.or.kr/
  20. Park,J. Lee, M. & Kang,S.(2005). 'CORBA-based distributed and replicated resource repository architecture for hierarchically configurable home network' , Journal of Systems Architecture, Vol.51. No.2, pp.125-142 https://doi.org/10.1016/j.sysarc.2004.10.004
  21. Park, J. (2000). 'Analysis for the purchasing intention in electronic shopping mall and comparison for the estimation method of structural equation model' , MS Thesis, Yonsei University, Seoul, Korea
  22. Rose, B. (2000). 'Home Network: A standards perspective' , IEEE Communications Magazine. pp.78-85
  23. Ryzin, G., Muzzio, D & Immerwahr, S. (2004). 'Drivers and Consequences of Citizen Satisfaction.' Public Administration Review vol.64, No.3, pp.331-341 https://doi.org/10.1111/j.1540-6210.2004.00377.x
  24. Samsung SDS, http://www.sds.samsung.co.kr/
  25. Siddiqui, F. Zeadally, S. (2005). 'Mobility management across hybrid wireless networks: Trends and challenges.' Computer Communications, Vol29, Issue 9, pp.1363-1385 https://doi.org/10.1016/j.comcom.2005.09.003
  26. Ubiquitous dreamhall, http://www.ubiquitousdream.or.kr/korlmain. asp
  27. Yoneki, E., Bacon, J. (2005) 'Ubiquitous Computing: Challenges in Flexible Data Aggregation.' Lecture notes in computer science, Vol.3824, pp.1189-1200 https://doi.org/10.1007/11596356_117
  28. Zahariadis, Th & Pramataris, K. (2002). 'Multimedia home networks: standards and interfaces.' Computer Standards & Interfaces, Vol.24, Issue 5, pp 425-435 https://doi.org/10.1016/S0920-5489(02)00068-5
  29. Zhang, S. Yun, H.(1999) 'Study on resident' s satisfaction by housing types.' Journal of Korean Construction, Vol.15, No.9, pp.11-18