Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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A Multiple-Item Scale for Measuring Service Quality - Primarily on the shipping service quality -

서비스품질(品質) 측정(測定)을 위한 다항척도(多項尺度) - 해운(海運)서비스품질(品質)을 중심(中心)으로 -

  • Lee, Jong-In (Dept. of International Trade, Korea Maritime University) ;
  • Kim, Young-Mo (Dept. of Nautical Science, Korea Marine Training & Research Institute)
  • Published : 1994.09.01
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Abstract

This paper developes a multiple-item scale instrument (called SHIPQUAL which is designed to measure the quality of shipping industry. The procedures of developing instrument were followed by recommendations on the developing measures of marketing constructs. We divided shipping service quality into 4 demensions (reliability, conformability, timely/completness, safety) by empirical study. These demensions and scales were varified through the assessment of reliability and validity. Finally, we suggested potential applications of the scale into the shipping industry.

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