Study on Service Quality System through the SERQUAL model

SERVQUAL 모델을 통한 서비스품질 시스템에 관한 연구

  • Kim, Su-Yeon (Dept. of Industrial Engineering, Seokyeong university) ;
  • Lee, Sang-Bok (Dept. of Industrial Engineering, Seokyeong university)
  • Published : 2006.11.17

Abstract

In Modern Industrial Society, Service industry are became more important and larger. It is necessary in Serve industry that Service Quality system(SQS) which is as like Total Quality Management system. In this appaer, we propose Service Quality System Model which is compose Monitoring-Analysis-Validate-Improve-Control(MAVIC). Specially Monitoring-Analysis are measured and analysis by using SERVQUAL model.

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