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A Measure for Service Quality of University Dormitory and Importance - Performance Analysis  

Riew, Moon-Charn (Division of Business Administration, Korea University)
Publication Information
Journal of Korean Society for Quality Management / v.37, no.1, 2009 , pp. 56-68 More about this Journal
Abstract
A measure for service quality of university dormitory is developed to gain a better understanding of the quality issues that impact on students' experiences and to improve service quality. Literature survey, thorough discussion with staff members and a pilot test are utilized to elicit attributes of service quality. Factor analysis is used to group the service quality attributes into dimensions. The resulting measure is consisted of 6 dimensions; competence, attitude, facility, amenity, security and discipline. Importance-performance analysis is utilized to verify which factors to be focused on with high Priority to improve dormitory service.
Keywords
service qualify; dormitory; importance-performance analysis; qualify improvement;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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