caa a22 4500 445297026 CHVBK 20180317142545.0 cr unu---uuuuu 170323e20100201xx s 000 0 eng 10.1007/s12243-009-0143-9 doi (NATIONALLICENCE)springer-10.1007/s12243-009-0143-9 Kim Dohoon College of Business Administration, Kyung Hee University, Hoegi-dong 1, Dongdaemoon-gu, 130-701, Seoul, South Korea aut An integrated framework of HoQ and AHP for the QOE improvement of network-based ASP services [Elektronische Daten] [Dohoon Kim] The application service provider (ASP) industry provides an essential infrastructure for Internet-based e-business transactions. First, we introduce the House of Quality (HoQ) framework, which provides the best way to not only arrange and evaluate voice of customers (VoC) and voice of engineers (VoE) but also combine VoC and VoE, thereby presenting explicit directions for quality of experience (QoE) enhancement. However, there have been few studies on HoQ for developing and improving telecom services. Here, we employ the analytical hierarchy process (AHP) method to evaluate VoC, VoE, and their relationships so that qualitative measurement, which is the weakest point of the traditional HoQ approach, can be substituted by quantitative and interactive estimation. The case study discussed here serves as an illustration of the applicability and usefulness of the integrated HoQ/AHP approach to the ASP industry. The proposed integrated framework successfully finds key functional elements, such as business customization and security/failure management, to reengineer the service delivery process, thereby helping service providers develop better ASP services to improve QoE effectively and efficiently. Institut TELECOM and Springer-Verlag, 2010 Quality of service (QoS) nationallicence Quality of experience (QoE) nationallicence Voice of customer (VoC) nationallicence Voice of engineer (VoE) nationallicence House of quality (HoQ) nationallicence Analytical hierarchical process (AHP) nationallicence Application service provider (ASP) nationallicence IT service quality nationallicence Service delivery process reengineering nationallicence annals of telecommunications - annales des télécommunications Springer-Verlag 65/1-2(2010-02-01), 19-29 0003-4347 65:1-2<19 2010 65 12243 https://doi.org/10.1007/s12243-009-0143-9 text/html Onlinezugriff via DOI 1 research-article jats NATIONALLICENCE 856 40 https://doi.org/10.1007/s12243-009-0143-9 text/html Onlinezugriff via DOI NATIONALLICENCE 100 1- Kim Dohoon College of Business Administration, Kyung Hee University, Hoegi-dong 1, Dongdaemoon-gu, 130-701, Seoul, South Korea aut NATIONALLICENCE 773 0- annals of telecommunications - annales des télécommunications Springer-Verlag 65/1-2(2010-02-01), 19-29 0003-4347 65:1-2<19 2010 65 12243 Metadata rights reserved Springer special CC-BY-NC licence nationallicence BK010053 XK010053 XK010000 NATIONALLICENCE NATIONALLICENCE NL-springer