• Journal of Korean Society of Industrial and Systems Engineering
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• v.46 no.2
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• pp.82-101
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• 2023

This study is to identify the maintenance service quality of eco-friendly cars, which are rapidly increasing recently. Research is conducted by synthesizing research from the perspectives of internal employees and external customers by using the service profit chain model. Specifically, it is to study the overall structural relationship between internal customer satisfaction, physical quality, interaction quality, outcome quality, external customer satisfaction and long-term orientation. For the study, 202 questionnaires were collected from internal employees and 204 questionnaires from external customers. The results of testing the research hypotheses targeting the internal employee group are as follows. As a result of testing hypothesis 1, internal customer satisfaction has a significant positive (+) effect on physical quality and interaction quality. As a result of testing hypothesis 2, the service quality of eco-friendly car maintenance has a significant positive (+) effect on each other. As a result of testing hypothesis 3, physical quality and outcome quality have a significant positive (+) effect on external customer satisfaction. The results of testing the research hypotheses targeting an external customer group are as follows. As a result of testing hypothesis 2, in the relationship between eco-friendly car maintenance service quality, physical quality has a significant positive (+) effect on interaction quality, and interaction quality has a significant positive (+) effect on outcome quality. As a result of testing hypothesis 3, interaction quality and outcome quality have a significant positive (+) effect on external customer satisfaction. As a result of testing Hypothesis 4, external customer satisfaction has a significant positive (+) effect only on intention to reuse. Finally, as a result of examining the difference in perception between the internal employee group and the external customer group in eco-friendly car maintenance service quality and external customer satisfaction, it was verified that there was a significant difference only in outcome quality and external customer satisfaction.

• Proceedings of the KSR Conference
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• 2011.05a
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• pp.1378-1387
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• 2011

Seoul Metropolitan Rapid Transit Corporation - which is operating the subway lines No. 5, 6, 7 and 8 of Seoul's subway - has been operating a variety of motor cars and rail inspection vehicles to transport workers and materials into the tunnel at night after the daily revenue service for the maintenance of tunnel structure and track. However, the air quality in tunnels has been contaminated due to the operation of diesel engine cars, and rail inspection vehicles are now having higher chances of risks since the lightweight vehicles made with aluminum bogie became too obsolete. In this study, MRT type eco-friendly electric multi-inspection car has been elaborated for the purpose of improvement of tunnel environment and replacement of motor cars and rail inspection vehicles.