A study of Military-Vehicle Maintenance Service Quality and Customer Satisfaction by Structural Equation Model(SEM)

구조방정식 모형을 이용한 군(軍) 정비부대 서비스품질과 고객만족 측정에 관한 연구

The Service sector has increased in importance over the last decade in troops. Military included public sector, but has very different peculiarity from other public institution. So it's necessary that developing an evaluation tool that measuring service quality and customer satisfaction for troops. This study was conducted to identify tile service quality factors which are utilized to measure military vehicle maintenance service quality and customer satisfaction. In this paper, developing a Structural Equation Model at 'three dimensional model of service quality', and it is applied to customers of military vehicle maintenance service.