Journal of the Korean Operations Research and Management Science Society (한국경영과학회지)

The Korean Operations Research and Management Science Society (한국경영과학회)
권호 표지

Applying Ubi-SERVQUAL to Assessing the Quality of Ubiquitous Service Scenarios

Ubi-SERVQUAL을 활용한 시나리오상의 유비쿼터스 서비스 품질 평가

  • Published : 2007.03.31
Download PDF
⟨ Previous Next ⟩

Abstract

Nowadays, ubiquitous computing services begin to be suggested from a few domains such as supply chain, logistics, and location-based services. However, to what extent the services will be successful is hard to be estimated, mainly because a sophisticated service evaluation method focusing on the ubiquitous computing perspective has not been supplied. Hence, this paper alms to build a model to assess the quality of ubiquitous computing service. To do so, an amended model, Ubi-SERVQUAL, is applied to assess the service quality mentioned in ubiquitous computing scenarios. According to the Ubi-SERVQUAL, we found that an actual service with higher quality should consider reliability. responsiveness, assurance and empathy in order to increase customer satisfaction, computer system's intimacy with users and trust.

Keywords

References

  1. Abowd, D., 'Software Engineering Issues for Ubiquitous Computing,' Proceedings of the 21st International Conference on Software engineering, (1999), pp.75-84
  2. Abowd, G.D. and E.D. Mynatt, 'Charting Past, Present, and Future Research in Ubiquitous Computing,' ACM Transactions on Computer-Human Interaction, Vol.7, No.1 (2000), pp.29-58 https://doi.org/10.1145/344949.344988
  3. Babakus, E. and G.W. Boller, 'An empirical assessment of the SERVQUAL scale,' Journal of Business Research, Vol.24, No.3(2002), pp.253-268 https://doi.org/10.1016/0148-2963(92)90022-4
  4. Bellotti, V., M. Back, W.K. Edwards, R.E. Grinter, A Henderson, and C. Lopes, 'Making Sense of Sensing Systems: Five Questions for Designers and Researchers,' Proceedings of Conference. Human Factors in Computing Sys; ACM Press, (2002), pp.415-422
  5. Bhattacherjee, A., 'Understanding Information Systems Continuance: An Expectation-Confirmation Model,' MIS Quarterly, Vol. 25, No.3(2001), pp.351-370 https://doi.org/10.2307/3250921
  6. Carman, J.M., 'Consumer Perceptions of Service Quality: An assessment of the SERVQUAL dimensions,' Journal of Retailing, Vol.66, No.1(1990), pp.33-55
  7. Cronin, J.J. and S.A. Taylor, 'Measuring Service Quality: A Reexamination and Extension,' Journal of Marketing, Vol.56 No.3 (1992), pp.55-68
  8. Cronin, J.J. and S.A. Taylor, 'SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurements of Service Quality,' Journal of Marketing, Vol.58, No.1(1994), pp.125-131
  9. Friedman, B., P.H. Kahn Jr., and A. Borning, 'Value Sensitive Design: Theory and Methods,' tech report 02-12-01, Univ. Washington, Dec. 2001
  10. Gronroos, C., 'A Service Quality Model and Its Marketing Implications,' European Journal of Marketing, Vol.18(1984), pp.36-44 https://doi.org/10.1108/EUM0000000004784
  11. Jiang, J.J., G. Klein, and C.L. Carr, 'Measuring Information System Service Quality : SERVQUAL from the Other Side,' MIS Quarterly, Vol.26, No.2(2002), pp.145-166 https://doi.org/10.2307/4132324
  12. Kaynama, S.A. and C.I. Black, 'A proposal to Assess the Service Quality of Online Travel Agencies: An Exploratory Study,' Journal of Professional Services Marketing, Vol.21, No.1(2000), pp.63-88 https://doi.org/10.1300/J090v21n01_05
  13. Kettinger, W.J. and C.C. Lee, 'Perceived Service Quality and User Satisfaction with the Information Services Function,' Decision Sciences, Vol.25, No.6(1994), pp.737-766 https://doi.org/10.1111/j.1540-5915.1994.tb01868.x
  14. Kettinger, W.J. and C.C. Lee, 'Pragmatic Perspectives on the Measurement of Information Systems Service Quality,' MIS Quarterly, Vol.21, No.2(1997), pp.223-240 https://doi.org/10.2307/249421
  15. Kwon, O. and J. Kim, 'A Methodology of Assessing the Quality of Ubiquitous Computing Services,' Journal of Management & International Studies, Vol.12, No.1(2006), pp.41-60
  16. Loiacono, E.T., R.T. Watson, and D.L.Goodhue, 'WebQual: A Website Quality Instrument,' Working Paper 2000-126-0, University of Georgia, 2000
  17. Lyytinen, K. and Y. Yoo, 'Issues and Challenges in Ubiquitous Computing,' Communications of the ACM, Vol.45, No.12(2002), pp.63-65
  18. Mankoff, J., A. Dey, G. Hsieh, J. Kientz, S. Lederer, and M. Ames, 'Heuristic Evaluation of Ambient Displays,' Proc. Conf. Human Factors in Computing Sys., ACM Press, (2003), pp.169-176
  19. Nitecki, D.A., 'An Assessment of the Applicability of SERVQUAL Dimensions as Customer-Based Criteria for Evaluating Quality of Services in an Academic Library,' Doctoral dissertation, Dissertation Abstracts International, University of Maryland, (1995), 56/08- A, 2918
  20. Norman, R., Service Management: Strategy and Leadership in Service Organisations, John Wiley & Sons Ltd, Chichester, 1984
  21. Oliver, R.L., 'A Cognitive Model for the Antecedents and Consequences of Satisfaction,' Journal of Marketing Research, Vol. 17(1980), pp.460-469 https://doi.org/10.2307/3150499
  22. Parasuraman, A., V.A. Zeithaml, and L.L. Berry, 'A Conceptual Model of Service Quality and Its Implications for Future Research,' Journal of Marketing, Vol.49, No.1(1985), pp.41-50
  23. Parasuraman, A. and VA Zeithaml, 'Alternative Scales for Measuring Service Quality : A Comparative Assessment Based on Psychometric,' Journal of Retailing, Vol.70, No.3(1994), pp.201-230 https://doi.org/10.1016/0022-4359(94)90033-7
  24. Parasuraman, A., L.L. Berry, and V.A. Zeithaml, 'SERVQUAL : A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality,' Journal of Retailing, Vol.64, No.1(1988), pp.12-40
  25. Pitt, L.F., R.T. Watson, and C.B. Kavan, 'Service Quality : A Measure of Information Systems Effectiveness,' MIS Quarterly Vol. 19, No.2(1995), pp.173-187 https://doi.org/10.2307/249687
  26. Riekki, J., P. Isomursu, and M. Isomursu, 'Evaluating the Calmness of Ubiquitous Applications,' Proceedings of Production Focused Software Process Improvement: 5th International Conference, PROFES 2004, Kansai Science City, Japan, April 5-8, 2004
  27. Scholtz, J. and S. Consolvo, 'Toward a Framework for Evaluating Ubiquitous Computing Applications,' Pervasive Computing, Vol.3, No.2(2004), pp.82-89
  28. Want, R., T. Pering, and D. Tennenhouse, 'Comparing Autonomic & Proactive Computing,' IBM Systems Journal, Q3, 2002
  29. Watson, R.T., L.F. Pitt, and C.B. Kavan, 'Measuring Information Systems Service Quality : Lessons From Two Longitudinal Case Studies,' MIS Quarterly, Vol.22, No. 1(1998), pp.61-79 https://doi.org/10.2307/249678
  30. Weiser, M., 'The Computer for the 21st Century,' Scientific American, Vol.265, No. 30(1991), pp.94-104