Smart phones have drastically changed the life of today’s competitive world. Smart phone application (App) developers are trying their best to meet the customer requirements in the most efficient way while considering all its attributes. However smart phone service quality has been given less consideration comparatively during the last few years.
This paper proposes a measurement method for improving service quality of smart phone application. This method combines the service quality performance model and process capability index. The service quality performance model is used to identify service items that require improvement. Process capability index is used to prioritize these items for improvement.
We collected data on satisfaction level of customers who have used application service.
By the proposed method, we found five significant service items from three categories - execution, security and resilience and prioritized those items for improvement.

1. 서론
 2. 이론적 배경
 3. 제안 방법 
 4. 실증 연구
 5. 결론
 참고문헌

• Da-Hye Yeom(Department of Industrial and Management Engineering Hanyang University) | 염다혜 교신저자
• Chang Wook Kang(Department of Industrial and Management Engineering Hanyang University) | 강창욱