Journal of the Korea Safety Management & Science (대한안전경영과학회지)

Korea Safety Management & Science (대한안전경영과학회)
권호 표지

Measuring Customer Satisfaction for KTX(Korea Train Express) Service using SERVQUAL

SERVQUAL을 활용한 한국고속철도의 고객만족도 평가분석

  • Yoon, Seong-Pil (Dept. of Quality Management, Suncheon First College) ;
  • Lim, Sung-Uk (Dept. of Industrial & Systems Engineering, Daejin University) ;
  • Son, Eun-Il (Dept. of Business Administration, Jinju International University) ;
  • Kim, Chang-Soo (Institute of Risk Management Evaluation)
  • 윤성필 (순천제일대학 품질경영과) ;
  • 임성욱 (대진대학교 산업시스템공학과) ;
  • 손은일 (진주국제대학교 경영학과) ;
  • 김창수 (리스크경영평가원)
  • Published : 2007.12.30
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Abstract

The era of express train in Korea has come since April in 2004. The KTX(Korea Train Express) which has introduced the technology of TGV of France is regraded as good as the ICE of Germany or Shinkansen of Japanese in its hardware aspects. However there are still many things to be improved in its software aspects such as the quality of services, since the new express railway system is in the early beginning stage. To improve the quality of services, we should first measure and analyze the current level of the service quality. Using SERVQUAL model, the service level of KTX is measured and analyzed in this paper. Issues on how to improve the service quality are discussed based on the measurement and analysis.

Keywords

References

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