Journal of the Korean Society for Railway (한국철도학회논문집)

The Korean Society for Railway (한국철도학회)
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Customer Satisfaction Analysis for Urban Railway Service Quality by IPA Analysis

IPA 분석을 이용한 도시철도 서비스품질의 고객만족도 분석

  • Kim, Heung-Chul (Director of Daejeon Metropolitan Rapid Transit Corporation)
  • Received : 2015.08.27
  • Accepted : 2015.10.05
  • Published : 2015.10.31
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Abstract

The purpose of this study is to prioritize the importance of urban railway service quality through statistical analysis. This was done to maximize customer satisfaction by providing customers of urban railway services (including LRT), operated by the local government, with a better customized service quality. It was hoped that this project would boost the need for public transportation by increasing customer satisfaction, which would eventually lead to more profitable revenue. The results of validity certification of expectations and perceptions before and after the use of government funded urban railway and private sector invested urban railways show that there are gaps for 18 items for the government funded urban rail projects (p<.01), while there is no significant difference for 2 items between expectation and perception (p>.05); private sector invested urban railway projects show differences for all 20 items (p<.001). Therefore, IPA analysis is conducted to improve the service quality; this should lead to a remedy that focuses on service quality. The findings of this study will contribute to providing management strategies for boosting customer satisfaction and creating revenue through customized service quality in the urban railway operating industry (including LRT), which is currently suffering from chronic deficits.

이 연구는 지방자체단체에서 운영 중인 전국의 도시철도(경전철 포함) 서비스 이용고객에게 더 나은 맞춤형 서비스 품질을 제공하여 고객만족도를 향상에 의한 수송수요를 창출하고 또한 경영수익을 창출하고자 하였다. 정부재정사업 도시철도와 민간투자사업도시철도에 대한 서비스 이용 전과 이용 후의 기대도와 인식도에 대한 평균값 차이의 유효성을 검정한 결과 정부재정사업도시철도는 18개 항목에서 차이가 있는 것으로 나타났으며(p<.01), 반면에 2개 항목은 기대도와 인식도간에 유의한 차이를 보이지 않았으며(p>.05), 민간투자사업도시철도는 20개 항목 모두가 차이가 있는 것으로 나타났다(p<.001). 그리고 IPA분석결과 서비스품질의 중점개선항목이 도출되었다. 이 연구결과는 만성적자인 도시철도(경전철 포함) 운영기업에 대한 맞춤형서비스품질을 제공하여 고객만족도 향상과 경영수익 창출을 위한 경영전략의 단초를 제공하는데 큰 의의가 있다.

Keywords

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