A Scale Development of Service Quality for Festival -Focused on Seoul Fringe Festival-

축제의 서비스 품질에 대한 척도개발 -서울프린지페스티벌을 중심으로-

  • 김소영 (숙명여자대학교 경영학부) ;
  • 김혜선 (숙명여자대학교 정책대학원)
  • Published : 2006.09.01


This study purposed to contribute to systematic management of service quality of festival by developing scale of service quality. According to the result of this study, scale of service quality in festival was developed, which are composed of 26 measuring items in 8 factors. this study suggests major factors(program quality, experience, interaction as well as tangibles, agreeability, responsiveness, access, reliability related to SERVQUAL). This study has an academic meaning in that it developed a scale of service quality suitable to festival and a practical meaning that it provided foundation of customer satisfaction management.