Developing a quality prioritization procedure for IPTV service

Wan Seon Shin (), Ho-Kyoung Lee (), Kwang-Jae Kim () and Byung Chung ()
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Wan Seon Shin: Sungkyunkwan University
Ho-Kyoung Lee: LG Electronics
Kwang-Jae Kim: POSTECH
Byung Chung: Yonsei University

Service Business, 2017, vol. 11, issue 2, No 9, 427-449

Abstract: 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.

Keywords: IPTV; Service quality; Prioritization; AHP; Kano model (search for similar items in EconPapers)
Date: 2017
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DOI: 10.1007/s11628-016-0309-2

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