Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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Service quality co-orientation model : Case study of national R&D project plan evaluation service

서비스 품질 상호지향성 모형 : 국가연구개발사업계획 평가서비스 사례를 중심으로

  • Lee, Chang-ki (Graduate School of Business, Dongguk University-Seoul) ;
  • Jung, Uk (School of Business, Dongguk University-Seoul)
  • 이창기 (동국대학교 경영대학원) ;
  • 정욱 (동국대학교 경영대학)
  • Received : 2017.11.20
  • Accepted : 2017.12.04
  • Published : 2017.12.31
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Abstract

Purpose: In the meantime, studies on the measurement methods of service quality have mainly been conducted in views of the service recipients. In this study, we introduce a co-orientation model that compares the perceptions of service provider and recipient and examine the applicability in service quality field. Methods: In this study, we conducted a case study on the specific service called 'National R&D Project Plan Evaluation Service' to examine the applicability of the co-orientation model in the service quality field. Results: We could identify the phenomenon of how service providers and recipients perceive differently about specific services introduced in the case study. This study confirms that it can be used to identify problems in mutually oriented service quality activities and to take practical measures to improve them. As we have seen in this case study, the co-orientation model is expected to be of great help in exploring opportunities for quality improvement in the area of service quality. Conclusion: The service quality co-orientation model allows the service provider to distinguish between what they think of differently with the service recipient and what they have in common, so the service provider will be able to find the agenda of service quality improvement.

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