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Developing a quality prioritization procedure for IPTV service

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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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Correspondence to Byung Do Chung.

Appendix

Appendix

See Tables 11, 12 and 13

Table 11 Structure of service quality elements
Table 12 Pairwise matrix for OQE level 1 (average value)
Table 13 Pairwise matrix for OQE level 2 (average value)

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Shin, W.S., Lee, HK., Kim, KJ. et al. Developing a quality prioritization procedure for IPTV service. Serv Bus 11, 427–449 (2017). https://doi.org/10.1007/s11628-016-0309-2

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