Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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A Measure for Service Quality of University Dormitory and Importance - Performance Analysis

대학 기숙사의 서비스품질 측정 및 중요도-성과분석

  • 류문찬 (고려대학교 경상대학 경영학부)
  • Published : 2009.03.31
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Abstract

A measure for service quality of university dormitory is developed to gain a better understanding of the quality issues that impact on students' experiences and to improve service quality. Literature survey, thorough discussion with staff members and a pilot test are utilized to elicit attributes of service quality. Factor analysis is used to group the service quality attributes into dimensions. The resulting measure is consisted of 6 dimensions; competence, attitude, facility, amenity, security and discipline. Importance-performance analysis is utilized to verify which factors to be focused on with high Priority to improve dormitory service.

Keywords

References

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