International conference on construction engineering and project management (국제학술발표논문집)

  • 2024.07a
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  • Pages.247-254
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  • 2024
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  • 2508-9048(eISSN)
Korea Institute of Construction Engineering and Management (한국건설관리학회)
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INFRASTRUCTURE SERVICE QUALITY MODEL BASED ON SERVQUAL: FOCUSING ON SOUTH KOREA

  • Seoyoung JUNG (Department of Construction Policy Research, Korea Institute of Civil Engineering and Building Technology) ;
  • Yongwoon Cha (Department of Construction Policy Research, Korea Institute of Civil Engineering and Building Technology) ;
  • Seulki LEE (Department of Architectural Engineering, Kwangwoon University)
  • Published : 2024.07.29
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Abstract

To enhance the overall well-being of individuals, acquiring only a quantitative inventory of the individual infrastructure is insufficient and comprehending public perspectives on service levels and infrastructure needs is equally important. This study presents a model for infrastructure service quality that considers the various needs of residents. The study examined the significance and appropriateness of infrastructure service indices in determining the priorities and objectives of government investment in infrastructures. The primary objective was to construct and authenticate a multidimensional model of infrastructure service quality, building on the SERVQUAL framework established in 1988. A survey was distributed to individuals residing in Korea, and 12,500 completed questionnaires were collected. In this study, we conduct a path analysis to test our hypotheses using the AMOS software (version 29.0). The findings of the study indicate that residential satisfaction has a considerable impact on the quality of life. Additionally, this study indicates that the level of infrastructure performance in a residential area has a substantial impact on people's satisfaction with their housing. Furthermore, the findings indicate that it is crucial to address both the quantitative and qualitative dimensions of infrastructure simultaneously. Finally, the evaluation of the efficacy of infrastructure enhancement investments should consider the quality of the infrastructure services.

Keywords

Acknowledgement

Research for this paper was carried out under the KICT Research Program (project no. 20240089-001, The Construction Policy and Construction Management Development Strategy) funded by the Ministry of Science and ICT.

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