품질경영학회지 (Journal of Korean Society for Quality Management)

  • 제35권3호
  • /
  • Pages.21-36
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  • 2007
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  • 1229-1889(pISSN)
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  • 2287-9005(eISSN)
한국품질경영학회 (Korean Society for Quality Management)
권호 표지

서비스 품질경영시스템의 효율성 비교분석에 관한 연구 : 시청과 도청의 서비스품질 만족도지수를 중심으로

A Comparative Study on the Efficiency of Service Quality Management System : Focused on the SQI of City and Provincial Office

  • 유한주 (숭실대학교 경영학부) ;
  • 송광석 (숭실대학교 대학원 경영학과)
  • Yoo, Han-Joo (Division of Business Administration, Soongsil University) ;
  • Song, Gwang-Suk (Graduate School of Business Administration, Soongsil University)
  • 발행 : 2007.09.30
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초록

This article is to analyze the service efficiency of public sector using Data Envelopment Analysis(DEA). We tried to measure the public service quality and overall satisfaction by using several DEA models, degree of combination and top2box which is a little bit different methodology from traditional ones. We used CCR, Super-efficiency and Slack based measure(SBM) model in DEA to measure public service efficiency of the 16 public institutions(7 City Halls and 9 Provincial offices). Since the traditional method based on the measurement model(CCR, BCC) has the fundamental problems without taking account of the existence of slacks inputs and outputs in several efficient units, we suggest to measure the exact amount of efficiency and inefficiency of the public sector and rank analysis many efficient units exactly through the slacks-based measure model(SBM)

키워드

참고문헌

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