Developing a quality prioritization procedure for IPTV service |
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Authors: | Wan Seon Shin Ho-Kyoung Lee Kwang-Jae Kim Byung Do Chung |
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Institution: | 1.Department of Systems Management Engineering,Sungkyunkwan University,Suwon,Republic of Korea;2.Home Appliance Product Planning Team,LG Electronics,Seoul,Republic of Korea;3.Industrial and Management Engineering,POSTECH,Pohang,Republic of Korea;4.Department of Information and Industrial Engineering,Yonsei University,Seoul,Republic of Korea |
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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. |
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