IE interfaces (산업공학)

Korean Institute of Industrial Engineers (대한산업공학회)
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A study on the Inventing Service Process Development Model (MAVIC) Based on SERVQUAL

SERVQUAL을 기반으로 한 서비스 프로세스 개선 모델(MAVIC) 개발에 관한 연구

  • Ree, Sang-Bok (Dept. of Industrial Engineering, Seokyeong University) ;
  • Kim, Su-Yen (Dept. of Industrial Engineering, Seokyeong University)
  • Received : 20070300
  • Accepted : 20070500
  • Published : 2007.09.30
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Abstract

The service industry is becoming greater importance in the current economy. The service quality has become an important competitive factor in service industry. Until now, 6 sigma method has well accomplished in manufacturing industry. 6 sigma method has been applied to the service industry to improve service quality, but it has not been reported that 6 sigma method is a successful method for service industry to improve service quality. In this paper, we suggest a MAVIC model to improve service quality. It is a model which is combined with advantages of a SERVQUAL model and 6 sigma method. We has proved its effect with applying a MAVIC model to real service techniques.

Keywords

References

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