Journal of Korean Society of Industrial and Systems Engineering (산업경영시스템학회지)

Society of Korea Industrial and System Engineering (한국산업경영시스템학회)
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Analysis on the Improvement of Ski Resort Service Quality with the Performance Model

스키리조트 서비스품질 개선 우선순위 도출

  • Yeo, Hwan-Leep (School of Business Administration, Kyungpook National University) ;
  • Kim, Pan-Soo (School of Business Administration, Kyungpook National University)
  • Received : 2009.07.31
  • Accepted : 2009.12.19
  • Published : 2010.03.31
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Abstract

This paper reorganized five service qualities dimensions of ski-resorts, then derived the improvement priority order of the service quality through a satisfaction measure considering the importance. There're more competitive situations to guarantee customers using the skies and snowboards is a major sports in winter season. In these competitive environments, this paper's going to propose a predominant-competitive strategies for improving the service quality of ski-resorts. This study measured the satisfaction considering the importance of service quality target on customers has an experience ski resort service quality to improve ski resort service quality. This study using Performance Model decide a priority order about a particular item improvement, then is going to present a guideline that can improve the service quality more exactly. As a result of the study the factors that is important to the customer were prime physical factor, access, assistance physical factor, staff service and assistant service, an improvement priority order were accommodation and eating-drinking facilities, waiting time of a slope and lift/gondola, entertainment/shopping facilities in the resorts, equipment rental and lift fare.

Keywords

Acknowledgement

Supported by : 경북대학교

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