An Application of Two-Dimensional Concept of Quality for Improving the Service Quality at Small & Medium-sized Foreign Language Institute

중소 외국어 교육기관의 서비스품질 제고를 위한 二元的 품질개념의 적용

The objectives of this paper are to introduce some characteristics of two-dimensional concept of quality and to find out the possibility of the application of two-dimensional quality concept for improving the service quality. The concept was applied to small & medium-sized foreign language Institute. In order to select some service quality dimensions and decide attractive qualify factors among numerous factors, factor analysis and frequently analysis were used. The result. is that all quality factors in empathy dimension are identified as attractive quality factors. This implies that customization program is necessary in small & medium-sized foreign language institutes for improving their competitiveness. However, all quality factors in tangibles dimension are identified as must-be quality factors.