공공부문의 서비스품질 측정모형 개발 Developing the Measurement Model of Service Quality in the Public Sector

Beyond SERVQUAL-based service quality research, we develop a measurement model of public service quality that would provide researchers and practitioners in the public sector with a foundation for systematic investigation and implementation. Firstly, we explore the attributes of public service quality that lead to customer satisfaction by using the critical incident technique (CIT). We identified four dimensions of public service qualities. We also found that critical attributes of service quality differ according to the types of customers. Secondly, to achieve a high degree of empirical confidence, we conduct statistical tests and analyses on the classification scheme and on the attributes of service quality that we derived from the CIT analysis. Through these analyses, we could remove the redundancy among attributes and group the attributes into new constructs, which are mutually exclusive and exhaustive; we built a more sophisticated measurement model of service quality.
Publisher
대한산업공학회
Issue Date
2007-09
Language
KOR
Citation

산업공학(IE INTERFACES), v.20, no.3, pp.339 - 352

ISSN
1225-0996
URI
http://hdl.handle.net/10203/8296
Appears in Collection
MT-Journal Papers(저널논문)
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