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http://dx.doi.org/10.18807/jsrs.2018.8.2.067

A Study on the Improvement of Service Quality Measurement  

Su, Li (Department of Business Administration, Graduate School of Kookmin University)
Kim, Hyunsoo (Department of Business Administration, Graduate School of Kookmin University)
Publication Information
Journal of Service Research and Studies / v.8, no.2, 2018 , pp. 67-76 More about this Journal
Abstract
Service quality research has been the subject of service studies for many years. This study is an exploratory study to improve the service quality measurement factor, and the research has been carried out reflecting the nature of the service; relationship quality, interactivity, horizontality, and harmony. Also, among the developed service quality measurement factors, the research model is reconstructed considering the major factors such as environmental quality, result quality, and convenience quality. Relationality and interactivity redesigned the quality factor, which is called interactive quality. The redesigned service quality factors consisted of interaction quality, result quality, environmental quality, convenience quality, harmonious quality, and horizontal quality. Experimental group evaluation was conducted on the quality factors and 18 measurement items were derived. A questionnaire was conducted to verify the validity of the 18 items. As a result of the questionnaire analysis, 6 factors and 15 items among the 18 items of service quality measurement factor were found valid. The six factors for the service quality measurement presented in this study are the results of the early stage research, but they can be used to improve the service quality factor in the future. However, this is significant because it reflects the characteristics of services that are consistent with the service economy. In particular, the horizontal quality and harmony quality factors are new factors not mentioned in the previous studies and need to be verified through further detailed studies. Further research is needed to improve the service quality measurement factors reflecting the nature of services and the characteristics of new services.
Keywords
Service Quality; Nature of Service; Relationship; Harmonicity; Horizontality; Convenience Quality; Environmental Quality; Result Quality;
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