• IE interfaces
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• v.20 no.3
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• pp.315-326
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• 2007

The service industry is becoming greater importance in the current economy. The service quality has become an important competitive factor in service industry. Until now, 6 sigma method has well accomplished in manufacturing industry. 6 sigma method has been applied to the service industry to improve service quality, but it has not been reported that 6 sigma method is a successful method for service industry to improve service quality. In this paper, we suggest a MAVIC model to improve service quality. It is a model which is combined with advantages of a SERVQUAL model and 6 sigma method. We has proved its effect with applying a MAVIC model to real service techniques.

• Korean Management Science Review
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• v.19 no.2
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• pp.179-189
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• 2002

In this paper, we investigate the relationship between the use of different media and customer satisfaction in help desk service. Different dimensions of customer satisfaction were derived based on SERVQUAL : reliability, empathy, assurance, tangibles, and responsiveness. The results support our hypotheses that use of conventional media (face-to-face and telephone) is related to help desk satisfaction through reliability and empathy and electronic media (e-mali and internet) users show higher satisfaction in tangibles and assurance. Also, hybrid media users (multi-media users by task) show a higher level of satisfaction in reliability and responsibility. The results suggest that automating help desks should be considered as a way to provide more options to end-users.

• The Journal of Information Technology
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• v.9 no.3
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• pp.33-47
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• 2006

We will can do quality of measurement of service that thing is quite abstract concept. Generally, we speak Service of quality that property of a product, usability of use, social quality requirement to a quality of service by wide meaning. A purpose of this study was comparison regarding a way to measure of service quality, and in the insufficient section there was anything, and progress of model study of service left no matter how much focus to it. There is comparative study a few progress of literature of a PZB, SERVQUAL, SERVPERF, model. Desarbo, Huff, Rolandelli, & Choi, (1994: 125-131) proposed that to solve the above model contradiction point, and Presentation called a plan based on to Conjoint analysis. There is Critical point to decide on priority order of proposed model of service measurement. This study has a lot of the pieces which are short by absence of empirical study, but will make a supplementation in next term study.

• Proceedings of the CALSEC Conference
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• 2005.03a
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• pp.201-206
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• 2005

Our goal is aimed at positive-analyzing how quality level of mobile banking service is composed of by 22 questions from SERVQUAL of existing PZB. As a result of positive-analysis, 4 different factors-reliability, empathy, tangibilities, assurance- were deduced, different with 5 levels. Responsiveness is absorbed other dimensions. Also, we tried to find out the appropriate method between SERVQUAL method, showing the difference between the consumers' expectations and the assessment of the actual performance, and model of SERVPERF, measuring performance recognized points while dealing with the concept of SERVQUAL to scale the service qualities of mobile banking.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.27 no.3
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• pp.66-74
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• 2004

In this paper the authors presents a new method, named FR-SERVQUAL, of evaluating perceived service quality in Public Sectors, using triangle fuzzy numbers and semantic differential scale. By conventional quantification methods, it is not easy to express the notion of a linguistic variables and customers' subjective judgements. In contrast to the conventional PZB methods which express the customers' perception of quality as a function of gap between the expected and perceived service, this paper suggests to use the ratio of the two. Through an application example, this paper shows that the current FR-SERVQUAL approach provides a more realistic way of measuring service quality compared to existing methods.

• The Korean Journal of Health Service Management
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• v.5 no.1
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• pp.45-60
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• 2011

The purpose of this study is ultimately to contribute to enhancing quality of patients' life, by grasping quality level of care-giving service that is recognized by inpatients of long-term care hospital, and by pursuing a plan for improving quality of care-giving service based on this. For this, targeting 500 patients who entered 40 long-term care hospitals in Daejeon Metropolitan City, the quality of service was multi-dimensionally grasped by using SERVQUAL scale. As a result of research, the quality of care-giving service, which is recognized by patients as survey subjects, tended to be relatively high with about 4 points as a whole out of 5-point perfection. By item, reliability was indicated to be the highest with 4.56 points. The next was surveyed to be in order of tangibility, empathy, responsiveness, and assurance.

• Journal of the Korea Safety Management & Science
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• v.9 no.6
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• pp.105-112
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• 2007

The era of express train in Korea has come since April in 2004. The KTX(Korea Train Express) which has introduced the technology of TGV of France is regraded as good as the ICE of Germany or Shinkansen of Japanese in its hardware aspects. However there are still many things to be improved in its software aspects such as the quality of services, since the new express railway system is in the early beginning stage. To improve the quality of services, we should first measure and analyze the current level of the service quality. Using SERVQUAL model, the service level of KTX is measured and analyzed in this paper. Issues on how to improve the service quality are discussed based on the measurement and analysis.

• Korea Journal of Hospital Management
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• v.22 no.3
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• pp.31-45
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• 2017

The research is to examine medical service quality factors affecting choice of hospital(revisiting intention, and recommendation) in large general hospitals based on the SERVQUAL model. The study have surveyed 400 respondents in Gangbuk-gu not having any tertiary hospital. The main results of the analyses indicate: 1) 'assurance' and 'empathy' of medical service are basically, positively affect revisiting intention and recommendation; 2) 'empathy' is the most important factor affecting revisiting intention; and 3) 'tangibility' significantly affects recommendation of general hospitals to other people. The study suggests that it is necessary to pay more attention on 'empathy' among SERVQUAL factors to increase satisfaction of patients and to find better ways of improving medical service quality.

• Knowledge Management Research
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• v.19 no.4
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• pp.171-185
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• 2018

Studies on online review have carried out analysis of the rating and topic as a whole. However, it is necessary to analyze opinions on various dimensions of service quality. This study classifies reviews of healthcare services into service quality dimensions, and proposes a method to identify words that are mainly referred to in each dimension. Service quality was based on the dimensions provided by SERVQUAL, and patient reviews have collected from NHSChoice. The 2,000 sentences sampled were classified into service quality dimension of SERVQUAL and a method of extracting important keywords from sentences by service quality dimension was suggested. The RAKE algorithm is used to extract key words from a single document and an index is considered to consider frequently used words in various documents. Since we need to identify key words in various reviews, we have considered frequency and discrimination (IDF) at the same time, rather than identifying key words based only on the RAKE score. In SERVQUAL dimension, we identified the words that patients mentioned mainly, and also identified the words that patients mainly refer to by review rating.

• Journal of Global Scholars of Marketing Science
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• v.14
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• pp.39-58
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• 2004

After SERVQUAL was proposed as a measure of perceived service quality, several arguments have been made against its validity and some competing measures have been developed. This paper reviews those controversies. Particularly, it compares the concept of expectation in the research of service quality with that in the research of satisfaction, re-purchase intention and suggests the authors' opinion. In addition, the paper suggests sequential casual relations among expectation, perceived performance and perceived service quality. With the help of previous researches concerning "SERVQUAL" and the related topics, six variables concerning travel services were identified. The six variables are tangibility, reliability, responsiveness, assurances, empathy and costs. Seven hypotheses were developed using these variables. The review of literature covers service's concept, model and method of service quality evaluation, and relationship among the concepts which is related to the service quality. The results of our study suggest further research is necessary to clarify which one is a better tool because we have a conflicting research outcome in terms of model fitting. The study also shows that assurances and costs have positive effect on customer satisfaction. It also turned out that customer satisfaction has positive effect on repurchase intention.