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A Study on the service improvement case of the Public institution by Kano-Servqual Method - Focus on A Digital Public Library -  

Ree, Sang-Bok (Department of Industrial Engineering, Seokyeong University)
Kim, Myung-Hun (Department of Industrial Engineering, Seokyeong University)
Publication Information
Journal of Korean Society for Quality Management / v.36, no.3, 2008 , pp. 55-65 More about this Journal
Abstract
From fast service enlargement of the latest economy and industry, importance of service industry is embossed gradually. Service enterprise is pushing on in service quality elevation for strengthening competitiveness to survive on globalization society as manufacturing industry. Service quality elevation adapts as core competitive strategy in enterprise with business environment as continuous competitive advantage. Because Public organization also is developed in service fast, Public organization is trying to offer various service such as service level of enterprise. Each Public organization are trying to satisfy request of citizens as Customer. In this study, presented Kano-Servqual Method which is mixed by Kano's and Servqual model's advantage, each Method had used much in service quality measurement separately. Kano-Servqual Method is applied to the A information library as a public organization and is proved as practical useful method.
Keywords
Service Quality Measure; Kano method; Servqual model; Kano-Servqual method;
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