Customer expectation level in mobile data services

Authors:
Deok Kyun Yun;Ki Young Kim;Han Seo Ko
Affiliations:
Han-Yang University, Seoul, Korea;LG Telecom H/D Quality Team, Seoul, Korea;LG Telecom H/D Quality Team, Seoul, Korea
Venue:
Proceedings of the 7th international conference on Human computer interaction with mobile devices & services
Year:
2005

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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.