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A Study to the evaluation Service Quality of Public Corporations  

Jung, Kyung-Hee (Dept. of Industrial Engineering, KyungHee University)
Cho, Jai-Rip (College of Advanced Technology, KyungHee University)
Publication Information
Journal of the Korea Safety Management & Science / v.11, no.1, 2009 , pp. 143-153 More about this Journal
Abstract
One of the important components of this administrative reform is customer satisfaction. Every public enterprises introduced the Service Charter and Korean government took Customer satisfaction as the key index of public sector performance assessment. Most public enterprises introduced customer satisfaction management in an attempt to improve the quality of customer service. The government granted high incentives to excellent business innovative enterprises and developed additional indices, which are related to CS. From now on, every Korean enterprises must embody feasible customer satisfaction management and improve the quality of customer service In this research, we proposed a quality evaluation standard model which is suitable for the public enterprise based on the Service Quality Criteria, and examined the model. A 7-Point Likert Scale was used based on the five categories within the Service Quality: responsiveness, convenience, tangibility, sympathy and reliability, we analysed the validity and causal relationship among the factors within the model.
Keywords
responsiveness; convenience; tangibility; sympathy and reliability;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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