A Study on the Factors Quality Evaluation of the Drinking Water Service in Incheon Metropolitan City

인천시 상수도서비스 품질평가에 관한 연구

  • Lee, Geon-Su (Traffic Control Division, Incheon Metropolitan Government) ;
  • Lee, Ki-Dong (Dept. of Business, Incheon National University)
  • 이건수 (인천광역시 광역교통정책관실) ;
  • 이기동 (인천대학교 경영학부)
  • Received : 2015.01.16
  • Accepted : 2015.03.20
  • Published : 2015.03.28


This study is to evaluate the public drinking water service systematically, to improve customer satisfaction level, also overcoming the limitations of the existing method often relying on the satisfaction measurement subjectively. Thorough the rigid quality control of the service and its effect on civil affairs administration, we conclude that quality of the public service has an influences on the customers' satisfaction, which play a role to intensify the confidence and support of the civil administration by its appropriate management. Thus quality control management itself has its own value in that the satisfaction and confidence of the service result from the quality. The new model can be utilized as a Service Quality Index for the public drinking water service. To enhance the customers' satisfaction and confidence of the water suppliers, it is very useful that they reflect the customers' needs exactly through the service quality control regularly.


Government Convergence Service;Quaity Control;Customer Satisfaction;Public Drinking Water


Supported by : 인천대학교


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