A Study on Education Service Quality's Expected Loss Evaluation Model with Potential Customer Satisfaction Improvement Index

잠재적고객요구개선지수를 이용한 교육서비스품질 기대손실평가 모형에 관한 연구

Chang, Yong-Hyuk;Cho, Yu-Jin;Kang, Kyung-Sik

  • Received : 2019.05.02
  • Accepted : 2019.06.25
  • Published : 2019.06.30


Among service industries of knowledge based economic era, the roles of educational service field are becoming more important and standard of educational service makes a direct effect on economic development and social growth. Therefore, accurate measurement of service quality is the most important assignment and the measurement of the service quality remains difficult assignment. So, this researcher classified quality attributes applying weighted value and found potential satisfaction level(PSL) and potential customer demand improvement index(PCDI) for trainees participating in national manpower business so as to suggest measurement of service quality and easiness of use and then, calculated satisfaction position and opportunity cost by quality factor with Taguchi's loss fraction. And, improvable satisfaction level was measured, opportunity cost by degree of customer dissatisfaction was quantitatively measured, and a model that can indicate with economic factors was suggested. In addition, methodology of measuring quality cost that can be reduced by quality improvement and direction of strategic decision-making for deciding items to be improved preferentially were suggested with qualitative index that can indicate the degree of customers' dissatisfaction by loss.


Potential Customer Demand Improvement Index;Satisfaction Coefficient;Loss Function


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