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http://dx.doi.org/10.9708/jksci.2020.25.01.159

A Study on Service Quality Evaluation Model and Priority of Quality Factors in Customer Center  

Park, Deuk (Dept. of Service Management, Kwangju Women's University)
Publication Information
Journal of the Korea Society of Computer and Information / v.25, no.1, 2020 , pp. 159-165 More about this Journal
Abstract
In spite of various studies on the service quality of customer center, the previous studies are mainly focused on the studies on the relationship between customer satisfaction and loyalty, rather than on the evaluation model of service quality. In this study, we reviewed the service quality of customer center factors discussed in previous studies and developed a hierarchical model for measuring customer service quality based on Brady and Cronin's (2001) model. The first level consists of interaction (process) quality, physical environment (system) quality, and outcome quality, and the second level consists of kindness, positiveness, professionalism, systematic, convenience, accessibility, accuracy, promptness, and reliability. In addition, based on the developed hierarchical model, the priority of each factor that customer center users consider important is analyzed by AHP methodology. As a result, the interaction quality was important in the first level, and professionalism, kindness, and accuracy were important in the second level. Such a study can be a guideline for establishing a standard for evaluating the service quality of customer center or for managing more importantly in practice.
Keywords
Customer Center; Service Quality; Hierarchical Model; AHP; Priority;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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