Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
권호 표지

A Comparative Study of Measuring Air Liners′ Service Quality

항공사 서비스 품질 측정방법의 비교 연구

  • 장대성 (경기대학교 경영학부 및 서비스 전문대학원)
  • Published : 2003.12.01
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Abstract

There have been academic debates upon which measure is more desirable in measuring service qualify between SERVQUAL and SERVPERF. In addition, Korean air lines industry is rapidly growing due to the increase of Koren family income and globalization. This study tried to contribute to both academic and practical issues. This study compared SERVQUAL and SERVPERF measures to determine which is superior to measure service quality in Korean air lines industry. Data was collected from two airliners' customers of Korea. According to the results of confirmatory factor analyses, regression analyses and analyses of goodness of fit, SERVPERF appears to be better in measuring service quality in Korean air lines industry than SERVQUAL. We suggest that SERVPERF be used to measure service quality in Korean air lines industry.

Keywords

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