산업공학 (IE interfaces)

  • 제20권3호
  • /
  • Pages.339-352
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  • 2007
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  • 1225-0996(pISSN)
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  • 2234-6465(eISSN)
대한산업공학회 (Korean Institute of Industrial Engineers)
권호 표지

공공부문의 서비스품질 측정모형 개발

Developing the Measurement Model of Service Quality in the Public Sector

  • 라준영 (한국과학기술원 테크노경영대학원) ;
  • 이승규 (한국과학기술원 테크노경영대학원)
  • 투고 : 20070700
  • 심사 : 20070800
  • 발행 : 2007.09.30
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⟨ 이전 논문 다음 논문 ⟩

초록

Beyond SERVQUAL-based service quality research, we develop a measurement model of public service quality that would provide researchers and practitioners in the public sector with a foundation for systematic investigation and implementation. Firstly, we explore the attributes of public service quality that lead to customer satisfaction by using the critical incident technique (CIT). We identified four dimensions of public service qualities. We also found that the critical attributes of service quality differ according to the types of customers. Secondly, to achieve a high degree of empirical confidence, we conduct statistical tests and analyses on the classification scheme and on the attributes of service quality that we derived from the CIT analysis. Through these analyses, we could remove the redundancy among attributes and group the attributes into new constructs, which are mutually exclusive and exhaustive; we built a more sophisticated measurement model of service quality.

키워드

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