Developing end-user oriented quality dimensions for BcN service

Abstract

Korean telecommunications market has experienced voice-data convergence and fixed-mobile convergence, and now they are facing telecommunications-broadcasting convergence under the name of broadband convergence network (BcN). While telecommunications industry is evolving toward BcN environment, market competition would be transformed from facility-based competition to service-based. In the future service-based market, competitiveness would be determined by customer, ultimately, the right thing, at the right time, and at the right place for the right customer with right price will be the goal for BcN services. In this situation, the guaranteed service quality (QoS) is spot-lighted as a strategic competitive tool to BcN service providers for achieving sustainable. Because of this reason many scholars dealt with QoS issues in the BcN environment, but most of previous researches have focused on development of new technical tools which can combine different network technologies for seamless communication, as it were, focus on the technology itself. Even though a few researchers dealt with business term, most of their concerns are lean toward service providers not end-users. End-user``s side is relatively slighted despite its importance. In this paper, therefore, I investigated how to guarantee service quality in the BcN environment, and moreover, proposed the measurement guide line for BcN QoS. Through literature review and two times survey, four QoS dimensions and nineteen measurement items were derived from end-user``s perspective. Proposed QoS dimension and items are expected to be utilized as meaningful tools by not only BcN service provider but also end-user and government regulatory agency.