비선형성을 고려한 서비스품질 측정 모형에 관한 연구

A Study on Nonlinear Measurement of Service Quality

The existing studies on measuring service quality have focused on moderating expectation. But one of real problems of measuring service quality is the assumption that customer's perceived quality is increased linearly by gap(performance-expectation). In this study, we assumed non-linearity of customer's perceived quality. The results of empirical study show that NL-SERVQUAL(suggested model in this paper) is better than SERVQUAL and SERVPERF.