Identification of the Quality Evaluation Criteria for Product-based Smart Services

Abstract

With the advent of smart services that permit the transfer of various forms of information via embedded sensors, the interaction between software and hardware has secured a wider capacity of data. The integration of smart services with various products improves an environment that can create business value with a data-driven approach. From the viewpoint of servitization, there have been numerous research projects focusing on existing smart service development and management while seeking to understand users’ satisfaction with smart services, though this area is still ambiguous. The service analysis process identifies the targets of services in order to evaluate and decide reference business cases from which can be extracted core business values. This research creates quality evaluation criteria for product-based smart services that can measure service quality from the customers’ perspective. Standardized evaluation criteria consist of four dimensions and 18 items, including the property of data-driven utilization. With well-established items, product-based smart systems, along with data, can be measured in terms of service quality for customers and also determine potential solutions for solving current problems. And finally, service criteria are customized based on enterprises’ demands, and suggested product-based smart service quality criteria will evaluate the current conditions of relevant business.