대한안전경영과학회지 (Journal of the Korea Safety Management & Science)

  • 제10권4호
  • /
  • Pages.209-218
  • /
  • 2008
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  • 1229-6783(pISSN)
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  • 2288-1484(eISSN)
대한안전경영과학회 (Korea Safety Management & Science)
권호 표지

대학행정 서비스품질 평가 연구 - 6시그마 DMAIC 프로세스 이용 -

A Study on the Service Quality Evaluation of University Administrations - The utilization of DMAIC process 6sigma -

  • 구일섭 (남서울대학교 산업경영학과) ;
  • 조인희 (남서울대학교 산업경영학과) ;
  • 정경희 (경희대학교 산업공학과)
  • Koo, Il-Seob (Department of Industrial & Management Engineering, NamSeoul University) ;
  • Cho, In-Hee (Department of Industrial & Management Engineering, NamSeoul University) ;
  • Jung, Kyung-Hee (Department of Industrial Engineering, KyungHee University)
  • 발행 : 2008.12.30
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초록

The growth in services has focused issues of service quality both for commercial enterprises and across a range of public services and government institutions. The education sector, in particular, has undergone radical change to meet the needs of its varied constituents. This paper examines key issues in internal service, customer satisfaction, service quality, relational commitment as they apply in one particular education sector. The purpose of this study is to analyze effect of internal service on customer satisfaction, educational service quality. First, In the dimension of internal service, many factors affect internal customer's evaluation for overall satisfaction. They are categorized as five factors; tangibles, reliability, responsiveness, assurance, empathy. The results of this study supported the proposed conceptual framework overall. Therefore, we identified that internal service quality is the antecedent of an internal customer satisfaction, and the consequent variables of an internal customer satisfaction are educational service quality, external customer satisfaction. The major findings of this study are summarized as follows. First, some factors(tangibles, reliability, responsiveness, assurance, empathy) affected positively internal customer satisfaction. Second, external service quality affected positively educational service quality, external satisfaction. In other words, the more internal customers have experienced internal service, the higher internal service quality deliver educational service quality.

키워드

참고문헌

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