Journal of the Korea Safety Management & Science (대한안전경영과학회지)

Korea Safety Management & Science (대한안전경영과학회)
권호 표지

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

대학행정 서비스품질 평가 연구 - 6시그마 DMAIC 프로세스 이용 -

  • 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)
  • 구일섭 (남서울대학교 산업경영학과) ;
  • 조인희 (남서울대학교 산업경영학과) ;
  • 정경희 (경희대학교 산업공학과)
  • Published : 2008.12.30
Download PDF
⟨ Previous Next ⟩

Abstract

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.

Keywords

References

  1. 김계수(2007),서비스 조직에서의 프로세스품질에 대한 이해와 6시그마 모형개발: 구조방정식 모형분석 이용,품질경영학회지,Vol.35,No.2,pp. 84-99
  2. 김의식,류동순(1994),금융고객만족 전략과 실천. 서울 :국제금융연구원
  3. 삼성경제연구소(2005),서비스 이노베이션 엔지 6시그마
  4. 이경오(2000),대학교육서비스 질의 강화방안에 관한 연구,성심외국어대 산학연구 논문집 20(3),pp. 25-42
  5. 이유재,김주영,김재일(1996),서비스산업의 현황에 대한 실증연구,소비자학연구,7(2),pp. 129-157
  6. 최덕철,이경오(2000),대학교육서비스 마케팅모형구축에 관한 연구,마케팅과학연구,6,pp. 339-366
  7. Astin,Alexander W.(1980),When Does a College Deserve to Be Called High Quality? Improving Teaching and Institutional Quality,Current Issues in Higher Education,AAHE Report No. 1,Washington D. C.: American Association for Higher Education
  8. Bowen,D. E. and Lawler,E. E. (1992),The Empowerment of Service Workers and What,Why,How and When,Sloan Management Review,vol.33,No,pp. 31-39
  9. Campbell,R. F. et al.,Introduction to Educational Administration (Bost on: Allyn & Bacon,1958)
  10. Chaston,J. (1994),Internal Customer Management and Service Gap within the UK Manufacturing Sector,International Journal of Operations and Production,Vol.14,No.9,pp. 45-56 https://doi.org/10.1108/01443579410066758
  11. Day,G. S.(1994),The Capabilities of Market-driven Organizations,Journal of Marketing,58(4),pp. 37-52 https://doi.org/10.2307/1251915
  12. Edvardsson,B.,G. Larsson,and S. Setterlind (1997),Internal Service Quality and the Psychological Work Environment: An Empirical Analysis of Conceptual Interrelations,The Service Industries Journal,Vol.17,No.2,April,pp. 252-263 https://doi.org/10.1080/02642069700000014
  13. Fornell.C & Bokstein.F.L(1982),Two Structural Equation:LISREL and PLS Applied to Consumer Exit-Voice Theory,Journal of Marketing Research,19,pp. 440-452 https://doi.org/10.2307/3151718
  14. Jones,B. D. (1981). Assessing the products ofgoverment : Whatgets distributual. PolicyStudiesJournal. 9. p. 964
  15. Jones,T. O. and W. E. Sassers Jr.(1995),Why Satisfied Customers Defect,Harvard Business Review,73(6),pp. 88-99
  16. Kotler,Philip(2003),Marketing Management,11th,Upper Saddle River,New Jersey: Prentice-Hall
  17. Lucy,W,H.,D,Gilbert.,& G,S,Birkhead. (1997). Eguity in localservice distribution. PAR. 37(6). p. 687
  18. Marsh H. W. and M. Bailey(1993),Multidimensional Students' Evaluations of Teaching Effectiveness,Journal of Higher Education,64(1),pp. 1-19 https://doi.org/10.2307/2959975
  19. Parasuraman,A.,V. A. Zeithaml,and L. L. Berry(1985),A Conceptual Model of Service Quality and Its Implications for Future Research,Journal of Marketing Research,49,pp. 41-50
  20. Parasuraman,A.,V. A. Zeithaml,and L. L. Berry(1988),SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality,Journal of Retailing,64(1),pp. 12-37
  21. Schteiger,W. A.,Can We Legislate the Humanization of Work?,in W.C.Hammer anc F. L. Schmidt (eds.),Contempory Problems in Personnel,St. Clair Press,1974,p. 504
  22. Solomon,Judd K.(1998),Academic and Service Quality in Distance Education,A Dissertation Presented to the College of Education Univ. of Denver,pp. 14-17
  23. Varey,R. J. and B. R. Lewis(1999),A Broadened Conception of Internal Marketing,European Journal of Marketing,33(9/10),pp. 926-944 https://doi.org/10.1108/03090569910285869
  24. Woodfuff,R. B.(1997),Customer Value: The Next Source for Competitive Advantage,Journal of the Academy of Marketing Science,25(2),pp. 15-21