Proceedings of the Korean Society for Quality Management Conference (한국품질경영학회:학술대회논문집)

Korean Society for Quality Management (한국품질경영학회)
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UNDERSTANDING SERVICE QUALITY: A MULTIDIMENSIONAL SCALING APPROACH

  • Lee Dongwon (Inha University, College of Business Administration) ;
  • Kim Youn Sung (Inha University, College of Business Administration)
  • Published : 2004.04.01
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Abstract

This paper purports to uncover the underlying attributes used by customers to gauge service quality. Data was collected by administering questionnaires to 50 respondents and then analyzed by using Multidimensional Scaling methodology. The findings indicate that there are two primary dimensions to service quality. A considerable analysis helped determine two alternatives to naming the dimensions: Experience properties of service and Price value of the service, or Responsiveness of service provider employees and Reliability of service providers.

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