• 품질경영학회지
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• 제26권4호
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• pp.29-50
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• 1998

The purpose of this study is to critically review the previous research on the measurement of service quality, and to present future research directions on hotel service quality measurement as follows: 1. As Carman(1990) shows in his study, items of quality measurement should be developed to be fit for the measurement of hotel service quality. 2. To evaluate the service quality of a hotel, measuring three divisions(Room, F&B and Others) separately, then combining them would be the best model. 3. Researches to identify the various dimensions of hotel service quality are needed. 4. In measuring hotel service quality, guests should be classified according to various criteria. 5. To measure the hotel service quality, SERVPERF model might be more a, pp.opriate due to the small number of items to be answered. 6. In hotel industry, researches to identify causal pths between customer satisfaction and service quality are needed. 7. We need to develop alternative scales for the measurement of hotel service quality.

• Journal of Community Nutrition
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• 제8권1호
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• pp.44-57
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• 2006

This study intended to enhance understanding of concept and measurement of service quality and analyzed studies investigating dimension and attributes of service quality in both Korea and international foodservice industries. This study summarized many methodological issues related to service quality measurement, especially SERVQUAL. SERVQUAL has been criticized because performance-expectation difference operationalization threatened reliability and discriminant validity including shared method variance. Researcher suggests that future studies should understand clearly the concept of service quality and methodological issues of SERVQUAL prior to adapting SERVQUAL itself.

• 품질경영학회지
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• 제40권3호
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• pp.381-393
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• 2012

Purpose: Considering various measurements for healthcare service quality, the purpose of this study is to examine measurement items for healthcare service quality (HCSQ) based on previous study and service quality evaluation institutions in the international community. Methods: The proposed research model was tested using measurement analysis, based on data collected from 387 respondents in the selected hospital with more than 500 beds in South Korea. Results: The results of the study shed insights about the relative importance of quality items as degree of improvements of care services tangible, safety, efficiency, and empathy. Also, the study provides new measurement model for healthcare service quality. Conclusion: Healthcare organization thrives to find the key factors for improving quality of care and service that meet customers' needs and expectations.

• 정보처리학회논문지C
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• 제18C권1호
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• pp.23-30
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• 2011

최근 네트워크의 광대역화에 따라 새로 등장한 대표적인 서비스로 IPTV(Internet Protocol Television) 서비스를 들 수 있다. 서비스 품질(Quality of Service; QoS)이 보장되지 못하는 인터넷을 통한 IPTV 서비스가 성공적으로 정착하여 활성화되기 위해서는 철저한 서비스 품질 관리가 필수적이다. 이를 위해서는 기존의 계측기에 의한 서비스 품질의 사후 관리는 향후 서비스 이용자가 서비스를 받는 중 이루어지는 실시간 측정 위주의 서비스 품질 관리로 바뀌어야 할 필요가 있다. 따라서 본 논문에서는 서비스 이용자 위주의 상시 품질 측정이 가능한 IPTV 서비스 품질 관리 방안을 제안한다. 제안된 방안의 구현을 위해 개발된 소프트웨어는 서비스 이용자 측의 셋톱박스에 설치되어 실시간으로 IPTV 서비스의 품질을 상시 측정하고 이를 보고할 수 있는 기능을 갖추고 있다. 구현된 소프트웨어의 신뢰성을 검증하기 위하여 다수 개의 중요 지표들에 대해서 대표적인 두 개의 상용 계측기와 비교하였고 그 결과 개발된 소프트웨어를 통한 측정 결과가 사용 계측기와 크게 다르지 않고 신뢰할 수 있음을 보였다.

• 품질경영학회지
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• 제46권3호
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• pp.677-694
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• 2018

Purpose: The purpose of this study is to investigate various prior studies on artificial intelligence and to examine the concept and characteristics of various prior studies of existing service quality. And this paper is to study the concept and characteristics of artificial intelligence services and propose suitable quality measurement items. Methods: The research method of this paper is to examine previous research related to existing artificial intelligence and to analyze characteristics related to service quality. Results: This paper examines the concept and characteristics of artificial intelligence service in a new era by examining previous studies related to artificial intelligence and derives quality measurement items. Conclusion: In the future, it is necessary to verify the validity of the quality measurement items of artificial intelligence service. Therefore, it is necessary to elicit and verify the main quality measurement items through the investigation of the expert group.

• 산업공학
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• 제20권3호
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• pp.339-352
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• 2007

Beyond SERVQUAL-based service quality research, we develop a measurement model of public service quality that would provide researchers and practitioners in the public sector with a foundation for systematic investigation and implementation. Firstly, we explore the attributes of public service quality that lead to customer satisfaction by using the critical incident technique (CIT). We identified four dimensions of public service qualities. We also found that the critical attributes of service quality differ according to the types of customers. Secondly, to achieve a high degree of empirical confidence, we conduct statistical tests and analyses on the classification scheme and on the attributes of service quality that we derived from the CIT analysis. Through these analyses, we could remove the redundancy among attributes and group the attributes into new constructs, which are mutually exclusive and exhaustive; we built a more sophisticated measurement model of service quality.

• Journal of Information Technology Applications and Management
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• 제12권3호
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• pp.129-150
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• 2005

Due to the advance of the Internet, the electronic commerce is getting more widely used, and customer's demand for the e-Commerce service quality is rapidly increasing. On the other hand, e-Commerce companies required the Internet services whose quality is provided more reliable service to their customers. Therefore, it is very important to provide both e-Commerce companies and customers with the measurement and service quality in real-life network environment. But the research on the service quality measurement method for electronic commerce systems has been limited because ISP and e-Commerce providers seldom disclose detailed service measures such as, where and how much service delay incurred. In this paper, we construct sample e-Commerce systems and try to measure the service quality of the systems in real network environment. We have analyzed the delay zones and causes using a measurement tool. We must reflect the improvement method against delay causes. Accordingly, the customers can be experiences the better service quality. We hope that this research will be the groundwork for future research on the service quality of various types of e-Commerce systems and online services.

• 한국수학교육학회지시리즈A:수학교육
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• 제57권2호
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• pp.179-196
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• 2018

The purpose of this study was to investigate the measurement equivalence and to suggest application ways in teaching aptitude and personality test results for pre-service mathematics teachers between a graduate school of education and a college of education. This study analyzed the scores of the teaching aptitude and personality test of 36 pre-service mathematics teachers enrolled in a graduate school of education and 111 pre-service mathematics teachers in a college of education by performing a multivariate generalizability analysis. The main results were as follows. First, graduate's pre-service mathematics teachers had a higher level of teaching aptitude and personality than that of college's pre-service mathematics teachers based on the total scores. In addition, graduate's pre-service mathematics teachers had higher levels of teaching aptitude and personality than those of college's pre-service mathematics teachers except for a creativity application domain based on the sub-domain scores. Second, cognitive domains were measured more precisely but affective domains were measured less precisely for graduate's pre-service mathematics teachers than for college's pre-service mathematics teachers. Third, regardless of school levels, Cronbach's ${\alpha}$ values, which might be overestimated by applying the classical test theory, were higher than dependability coefficients. Fourth, this study showed a somewhat negative result in ensuring the measurement equivalence for a problem solving exploration domain. However, regardless of school levels, this study indicated that the overall measurement was generally reliable on composite scores. Based on these results, it was confirmed that multivariate generalizability methodologies' approach can be useful for exploring the measurement equivalence issues. Finally, this study suggests how to utilize the results of the test, how to apply a multivariate generalizability analysis for detecting the measurement equivalence, and how to develop future research based on limitations.

• 산업경영시스템학회지
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• 제35권3호
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• pp.148-154
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• 2012

The purpose of this study is to develop measurement items for quality cost in service industries. Quality cost is necessary in order to evaluate quality management activities. It is clear that the quality cost in service industry is different from manufacturing industry. Generally, in service industries, quality cost is very difficult to assess because it has a unique characteristics. This paper proposes an effective method for measuring quality cost in service industries. Based on the PAF (Prevention, Appraisal, Failure) cost model, we utilizes the concept of five demensions in SERVQUAL which are tangibles, reliability, responsiveness, assurance, empathy. This paper also presents to a standard model for quality cost measurement in service industries.

• 패션비즈니스
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• 제9권6호
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• pp.39-55
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• 2005

This study examines closely the relationship between beauty art service quality and value. And satisfaction and purchase action that they do perceive to customers who have beauty art service company's service use experience. Moreover, this study was achieved purposely to present service raising plan of good quality to beauty art company managers and business employees. First, to investigate the concept of beauty art service quality and special quality was with doctrines that have been presented through a virtue aspect to achieve this study. Moreover, the wave and beauty art service, human service relativity is a let down unlike manufacture enterprise. Further more, beauty art service by complex composition of existence and nonexistence style is sold, and it could be known by having personality consumed at the same time production. The concept of quality about beauty art service and quality that became perceived through virtue study of concept and measurement about value. Therefor, value was deduced, and could deduce measurement, the linear measure that is applied to measure this. Large majority virtue study found is measuring quality of service to 22 articles on PZB's theory, and this study corrects measurement, the linear measure that is applied in Morritt's study that is based in PZB matrix and supplements and attempted measurement to 22 items. The result measurement dimension is consisted of functional quality, technological quality, physical quality dimension. To measure this through virtue study about value that become perceive, could confirm that all expense and beauty art companies which the customer is paid, connect with offering general quality of service. Therefor, through measurement, 2 dimension was deduced by monetary value and the non-monetary value.