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http://dx.doi.org/10.5762/KAIS.2013.14.1.247

An analysis on the importance and performance of home help service through measuring service quality perceived by its users  

Byeon, Do-Hwa (Instructor of Samcheok care helper training institute)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.14, no.1, 2013 , pp. 247-256 More about this Journal
Abstract
This dissertation is based on the evaluation of service by the home help service users and suggested managing strategy through analyzing importance and performance. The subject is a person receiving the service from the three home long term institutions in S city, Gangwon province, and SPSS 12.0 is used to analyze data to conduct analysis of basic statistic, confidence level, and factors. The result came out that home help service's importance showed 4.55 out of 5, performance 4.26 out of 5. The most improvement needed factor was 'providing quick service' and 'offer service at ease'. Also it seemed that the four categories in tangibles and four categories in reliability and assurance, one category in responsiveness and empathy needs to be improved. The three in reliability and assurance and five properties in responsiveness and empathy need to remain its strength. In conclusion, in order to better the home help service first the progress result in focus improvement area needs to be achieved.
Keywords
Home help service; Importance; Performance; Service quality; User;
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Times Cited By KSCI : 3  (Citation Analysis)
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