서비스품질 평가모형 개발에 관한 연구 = Development of Evaluation Model of Service Quality

다국어 초록 (Multilingual Abstract)

For the study of service quality, the most important thing is how to measure the service quality and how to develop a tool required for measuring the quality. To achieve the above two methods, in this study, we develop the following heuristic procedure. First, the resources of service quality in our country are defined under the basis of previous studies and the opinions of field experts. Second, deterministic factor analysis about the level of service quality is performed both using the SERVQUAL measure developed by Parasuramar and Berry(1998b) and the SERVPERF measure by Cronin and Taylor(1992). third, multiple regression analysis is performed to define the interrelationship between the level of the service quality confirmed by the measure of the SERVQUAL and SERVPERH and the dependent factors such as customer satisfaction, reorder trend, etc. Fourth, the critical factor using the analysis of inner and outer customer is defined. Finally, basic, playoff and satisfaction factors for customer requirements are classified by the penalty reward analysis. Therefore, enterprise are able to design the technical service corresponding to the customer by systematically defining the process that mirrors the quality througth quality function process.

목차 (Table of Contents)

• Ⅰ. 서론 = 43
• Ⅱ. 이론적 배경 = 44
• Ⅱ.1 서비스품질의 개념 = 44
• Ⅱ.2 서비스품질을 구성하는 결정요인 = 45
• Ⅱ.3 지각된 서비스품질과 SERVQUAL = 45
• Ⅱ.4 SERVQUAL에 대한 비판과 SERVPERF = 45
• Ⅱ.5 SERVPERF에 대한 비판 = 46
• Ⅲ. 연구의 조사방법 = 46
• Ⅲ.1 연구모형의 설계 = 46
• Ⅲ.2 연구 모형의 결정 요인 = 46
• Ⅲ.3 연구모형의 측정요인 = 47
• Ⅲ.4 설문지 작성과 자료수집 = 47
• Ⅳ. 분석 결과 = 51
• Ⅳ.1 우리나라 서비스 산업의 평가지수 = 51
• Ⅳ.2 결과의 활용 = 52
• Ⅴ. 결론 = 55
• 참고문헌 = 55