자동차검사 서비스 품질 현황과 향상방안에 관한 연구 : 자동차 검사 이원화제도에 따른 서비스 품질을 중심으로 Focused on the Dual Automobile Inspection System = A Study on the Relationship between Service Quality and Customer Satisfaction in the Regular Automobile Inspection System

다국어 초록 (Multilingual Abstract)

This study analyzed the factors of service quality in the regular automobile inspection system by investigating systematically the condition of service quality in the regular automobile inspection system. Through such an analysis, this study examined the correlation between service quality factors and customers satisfaction. In addition, this study examined the difference of service quality factors and customers satisfaction between Korea Transportation Safety Authority direct control organization(KTSA) and Public Permission-Appointed Organization(PAO).
The results were high correlations between service quality and customer satisfaction. The customer satisfaction has high correlations with human service quality. Especially, KTSA has high correlations with process service quality. PAO has high correlations with physical service quality. But human service is very important to both cases. There was a significant difference between KTSA and PAO in the service quality and customer satisfaction. The t-test results appeared to higher value KTSA to PAO.
For a satisfaction of customers on service quality it is especially necessary to enhance human service factor through continuous employee education and training about etiquettes and kindness. Summing up the results of this study, service quality including physical service and process service appeared to be importantfactors for improving customer satisfaction of automobile inspection system.

목차 (Table of Contents)

• 1. 서론
• 2. 이론적 배경
• 3. 실증연구
• 4. 결론
• 참고문헌