• 한국산학기술학회논문지
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• 제20권8호
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• pp.472-476
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• 2019

본 연구는 컨설팅과 관련하여 컨설턴트와 참여기업의 컨설팅 만족도 분석을 심층조사를 통해 비교 검증하고자 한다. 컨설팅 품질 향상을 위하여 컨설턴트가 생각하는 만족도와 기업이 생각하는 만족도에 대한 각자의 다른 시각과 대처방안을 분석하여 최적의 개선사항을 도출하는 것이 목표이며 연구 대상이다. 컨설팅의 품질 및 만족도를 향상시키기 위한 방안을 강구하고자 이를 위하여 다섯 가지 서비스 품질 척도를 기준으로 하여 알아보고자 한다. 연구의 방법은 컨설팅을 마친 후 기업에서 요구하는 사항이 무엇인가를 SERVQUAL 관점에 근거하여 찾아내고, 이러한 요구사항을 어떻게 해결할 수 있을지에 대한 주요 인자를 발굴하여 평가기준을 정하고 컨설팅의 만족도를 측정하고자 한다. 기업과 컨설턴트의 컨설팅 품질의 세부 측정항목 유형성, 신뢰성, 반응성, 확신성, 공감성에 대해 통계적으로는 유의한 차이가 없는 것으로 나타났다. 기업과 컨설턴트의 SERVQUAL 항목에 대한 컨설팅 만족도 비교분석 결과 컨설팅 품질 및 만족도 향상을 위해서는 기업과 컨설턴트의 의견이 다른 부분도 있었다. 따라서 이에 대한 의견 차이를 좁히고 컨설턴트와 기업이 서로 협조하는 구조를 구축하는 것이 중요할 것으로 판단된다.

• 정보관리학회지
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• 제19권3호
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• pp.161-188
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• 2002

1990년대에 들어서면서 보편화되기 시작한 정보화의 물결은 도서관의 서비스 형태에도 많은 변화를 가져왔다. 그러나 도서관 이용자의 입장에서는 어떤 형태의 서비스가 제공되더라도 기본적으로 이용자가 제공받는 서비스일 뿐, 도서관 이용에 대한 느낌이나 감정 등을 포함하는 서비스의 만족도는 제공받은 서비스의 품질에 의해서 좌우될 수밖에 없다는 특성을 갖는다. 본 연구는 도서관의 서비스 제공이 갖는 이러한 기본적인 특성에 착안하여 이용자들의 관점에서 서비스의 품질 수준을 평가하고, 이에 영향을 미치는 주된 요인들을 파악하여, 향후 더욱 높은 수준의 서비스를 제공할 수 있는 기틀을 마련하고자 하였다. 연구의 모형으로는 서비스 품질을 측정할 때 이용되는 서브퀄(SERVQUAL) 모형을 채택하여, 전문도서관에서 이용자들이 느끼는 서비스 품질에 대한 기대와 지각을 측정하였다.

• 한국건설관리학회:학술대회논문집
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• 한국건설관리학회 2006년도 정기학술발표대회 논문집
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• pp.326-331
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• 2006

국내에 CM이 도입된 지 10년이 되었지만 여러 가지 문제점으로 인하여 어려움을 겪고 있는 실정이다. 이에 본 연구는 CM의 서비스 품질과 고객의 만족도를 측정하는 도구를 제안함으로써 CM의 발전에 기여하고자 한다. 이 도구의 핵심은 서비스 품질에 대한 고객의 인지수준을 측정하는 다항목 측정도구 SERVQUAL이다. SERVQUAL은 서비스 산업에서 널리 활용되고 있는데 이것을 CM에 적용하기 위해 측정 방법을 부분적으로 수정하여 사례 조사를 실시함으로써 구체적인 분석 방법을 제시하고 측정도구의 활용방안과 문제점에 대해 고찰해 보고자 한다.

• 경영과정보연구
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• 제6권
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• pp.89-115
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• 2001

Recently, administrators of Korean university are struggling to survive against rapidly changing environment. But, the customer service of university organizations are generally recognized inferior to those of business service. Thus, the measuring of service quality is the beginning of works to improve customer service in university. SERVQUAL is known the most generalized scale to measure service quality. After SERVQUAL was published as a measure of perceived service quality by PZB(1985), several arguments have been made against its validity and the other measures have been suggested by Tears(1993), Cronin and Taylor(1992). Therefore, this paper reviews about SERVQUAL controversies. Also, this paper analyzed the dimensions of service quality and its relevant concepts. For this empirical study, 288 respondents drawn from university student in Pusan area are collected and 5 hypotheses are analyzed by using regression analysis. The results of empirical study are as follows. (1) three dimensions of service quality(specialty, reliability, tangiables) are perceived from factor analysis. (2) dimensions of service quality are related to the overall service quality and customer satisfaction, especially specialty is varified as the most important dimension. (3) customer satisfaction affects repurchase intention and word-of-mouth effect positively. In conclusion, however this study have a few limitations about sampling and questionnaire, offers some strategic directions for improving the service quality of university organizations.

• 한국항만학회지
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• 제15권1호
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• pp.1-18
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• 2001

The purpose of this study is to explore the nature of the relationship between several factors representing perceived port service quality and the adaptability to the marketing strategy of container terminal. An empirical study was carried out to examine not only the determinants of port service quality using PZB's SERVQUAL model but also its implications to the service marketing strategy. The data investigating the determinants of port service quality were collected from 136 managers from shipping companies by the use of questionnaire method. Factor analysis and t-test were carried out to analyze the data. The results of this study were as follows ; First, Shipping companies perceive the port service quality on two the dimensions of personnel and material aspects. Second, Shipping companies put more emphasis on the reliance of port service quality even though the port authority offers good facilities and materials as parts of port shipping quality. Third, There is a significant relationship between the purchase intention and the customer satisfaction. These findings help not only to formulate service marketing strategy based on service quality but also to be a concept tool to enhance port service quality.

• Asia Pacific Journal of Business Review
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• 제4권1호
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• pp.35-44
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• 2019

Service quality is a competitive weapon in the banking industry. Better understanding of customer's perception of service quality in the banking industry and the drivers of such perceptions will be a sound basis for continuous improvement in the quality of service offered to customers, customer satisfaction and customer retention in the industry. An earlier study by the same authors (Ibrahim and Bokkasam, 2016) revealed that the six SERVQUAL determinants are significantly related to and explain about 84% of overall customer satisfaction. It was also observed that the female customers perceived higher level of positive perception towards SERVQUAL determinants. The present study carries out a micro-analysis of the influence of gender on the constituents of the service quality and customer satisfaction for all the six dimensions of the SERVQUAL: Access, Communication, Competence, Tangibility, Empathy and Reliability, in Saudi banking sector. The study also analyses gender-wise levels of satisfactions with regard to individual components constituting various factors of the constituents of SERVQUAL. It was observed that the male customers have significantly low levels of satisfactions with regard to promptness in solving conflicting issues and comfort during waiting time in the bank.

• 한국병원경영학회지
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• 제13권1호
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• pp.103-133
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• 2008

The purpose of this article is to find out consumers' behavior styles in using of medical services and their perceptions of medical services. To that end, methodologies used include SERVQUAL and a part of HBM model. SERVQUAL is consumer's content dimensions about some service and HBM is a Model of health beliefs. In particular, the purpose is to find out how their perceptions about two dimensions of HBM(perceived benefits, perceived barriers) influence their satisfaction and medical service usage. As a result, it reveals that 4 dimensions of SERVQUAL influence significantly to the perceived benefits in medical service. Our finding might have strategic implications needed for hospitals by consumers of medical services.

• 복식
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• 제48권
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• pp.169-182
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• 1999

This study was aimed at comparing service quality measurements of apparel stores. It Also presented an outcome to a company which service measurement worked better and more efficient. Four measures were used in this research such as SERVQUAL, SERVPERF, weighted SERVQUAL and weigthe SERVPERF. In the empirical research statistical data were collected in June of 1998. The subjects in the study were 244 women in their 20s. The SPSS was used to analyze data, Frequency percentage points Factor Analysis Cronbach's a and regression were put into use in the study. From the result of it the SERVPERF was proven to have a good reliability and validity. It also well described an overall service quality of apparel stores. The SERVPERF is found out to be one of the best measurement in this study.

• 품질경영학회지
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• 제28권3호
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• pp.145-154
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• 2000

Effective management of knowledge is essential to keep up with demands of this challenging information age. The first step for this kind of management would be to define indicators to evaluate the quality of knowledge. In this paper, we use five latent variables (intrinsic quality, representational quality, ease of use of quality, maintainable quality, usage of quality) as basis for a preliminary path analysis for knowledge management. Preliminary study results showed that high intrinsic quality does not necessarily guarantee high frequency of use. A modified questionnaire is made and is used for SERVQUAL. The result of SERVQUAL shows that customers are not relatively happy about both intrinsic quality and its ease of use. Additional path analyses are done for both expected and observed quality indicators. The path model based on the expectation indicated that the presentation method of knowledge would induce its easy maintenance while that based on observation did not back up the same phenomenon.

• 품질경영학회지
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• 제31권4호
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• pp.36-54
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• 2003

There have been academic debates upon which measure is more desirable in measuring service qualify between SERVQUAL and SERVPERF. In addition, Korean air lines industry is rapidly growing due to the increase of Koren family income and globalization. This study tried to contribute to both academic and practical issues. This study compared SERVQUAL and SERVPERF measures to determine which is superior to measure service quality in Korean air lines industry. Data was collected from two airliners' customers of Korea. According to the results of confirmatory factor analyses, regression analyses and analyses of goodness of fit, SERVPERF appears to be better in measuring service quality in Korean air lines industry than SERVQUAL. We suggest that SERVPERF be used to measure service quality in Korean air lines industry.