earticle

영어

Due to the advance of the Internet, the electronic commerce is getting more widely used, and customer's demand for the e-Commerce service quality is rapidly increasing. On the other hand, e-Commerce companies required the Internet services whose quality is provided more reliable service to their customers. Therefore, it is very important to provide both e-Commerce companies and customers with the measurement and service quality in real-life network environment. But the research on the service quality measurement method for electronic commerce systems has been limited because ISP and e-Commerce providers seldom disclose detailed service measures such as, where and how much service delay incurred. In this paper, we construct sample e-Commerce systems and try to measure the service quality of the systems in real network environment. We have analyzed the delay zones and causes using a measurement tool. We must reflect the improvement method against delay causes. Accordingly, the customers can be experiences the better service quality. We hope that this research will be the groundwork for future research on the service quality of various types of e-Commerce systems and online services.