Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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A Study of Perceptual Difference about Service Quality between Service Providers and Users - Focused on the Administrative Services of University -

서비스 제공자와 서비스 이용자 간의 서비스품질에 관한 인식 차이 연구 - 대학 행정서비스를 중심으로 -

  • Park, Eui-Jung (Graduate School of Business Administration, Soongsil University) ;
  • Yoo, Han-Joo (Division of Business Administration, Soongsil University) ;
  • Song, Gwang-Suk (Graduate School of Business, Sogang University)
  • 박의정 (숭실대학교 대학원 경영학과) ;
  • 유한주 (숭실대학교 경영학부) ;
  • 송광석 (서강대학교 경영전문대학원)
  • Received : 2010.10.28
  • Accepted : 2011.01.24
  • Published : 2011.03.31
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Abstract

A study for service quality is actively done but that for the quality level of the provided service recognized by the service provider for the same service, and for the difference in quality level of service use recognized by the service user is not relatively widely done. Thus, this study analyzed difference between the quality level of the provided service recognized by the service provider and the quality level of service use recognized by the service user, around administrative service as one of cores of the university service, and examined how difference between both service qualities have effect on business the business satisfaction level of the service provider. We measured the service level provided by the individual in charge of the administrative service of the A-university and examined the service quality in business by use of questionnaires. As the result, it was appeared that the quality level of the provided service recognized by the service provider for the same service quality was higher than the quality level of service use recognized by the service user. In addition, it was found that the quality level of the provided service recognized by the service provider had a significant effect on the service provider's business satisfaction level but the quality level of service use recognized by the service user had not effect on the business satisfaction level of the provider.

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