QFD를 활용한 한류시점별 e-서비스 품질요인 가중치 변화에 관한 종단연구

The stream of Korea wave has been changed until now. So we need a study considering on the time period of Korea wave. So this paper shows several implications from some changes by each time period of Korea wave for cultural regions. These implications are applied to develop a tourism app and to design a tourism web site for each Korea cultural region. In order to achieve objectives of the paper, we collected and classified several thousands of requirements from bulletin board systems and e-mails. We surveyed the weight of national e-brand strategies from tourism experts and employee of KTO(Korea tourism organization). The main method of the paper is Quality Function Development (QFD) and this is used twice for 1st HOQ and 2nd HOQ. The first HOQ is for analysis of relations between national e-brand strategies and the types of requirements. It shows how to enhance national e-brand strategies using types of requirements by cultural regions and by the time period of Korea wave. The second HOQ is for analysis of relations between the types of requirements and elements of tourism e-service quality. It shows how to enhance e-service quality utilizing types of requirements by cultural regions and by the time period of Korea wave. The result of the paper implicates that the app and web service has to be designed differently according to the time period of Korea wave.