자동차 애프터서비스 업계의 서비스품질 측정에 관한 연구

A Study on Measuring Service Quality in Automobile Service Industry

This paper investigates service quality in the automobile service industry. The model used to study service quality in the domestic automobile industry is "SERVQUAL", introduced by Parasuraman, Zeithaml and Berry. Using this model, we survey consumer′s expected and perceived service qualities. The gap between these qualities is analyzed in five quality dimensions. We test whether these gap scores are different depending on the service providing company.