보건행정학회지 (Health Policy and Management)
- 제10권3호
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- Pages.155-168
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- 2000
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- 1225-4266(pISSN)
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- 2289-0149(eISSN)
기대수준 측정방법에 따른 고객만족도 측정에 관한 연구 - SERVQUAL 척도를 중심으로 -
Measuring Expectations in Assessment of Consumer Satisfaction by SERVQUAL
초록
The SERVQUAL scale is based on the gap theory, which indicates the difference between consumers' expectations and their actual performance. In SERVQUAL scale, the expectations are defined as a "feasible ideal point"(ex, An Excellent hospital has up-to-date equipment). But empirical research identified important problems concerning the conceptual definitions of expectations. They suggests the usage of "desired expectations". Desired expectations are defined as the level at which the consumer predict the service that the organization they visited will perform(ex,