Kano-Servqual 기법을 통한 공공기관의 서비스 개선 사례 - A 정보 도서관을 중심으로 -
A Study on the service improvement case of the Public institution by Kano-Servqual Method - Focus on A Digital Public Library -
0
조회
0
다운로드
28
인용
0
참고문헌
키워드
초록
From fast service enlargement of the latest economy and industry, importance of service industry is embossed gradually. Service enterprise is pushing on in service quality elevation for strengthening competitiveness to survive on globalization society as manufacturing industry. Service quality elevation adapts as core competitive strategy in enterprise with business environment as continuous competitive advantage. Because Public organization also is developed in service fast, Public organization is trying to offer various service such as service level of enterprise. Each Public organization are trying to satisfy request of citizens as Customer. In this study, presented Kano-Servqual Method which is mixed by Kano's and Servqual model's advantage, each Method had used much in service quality measurement separately. Kano-Servqual Method is applied to the A information library as a public organization and is proved as practical useful method.
Abstract
From fast service enlargement of the latest economy and industry, importance of service industry is embossed gradually. Service enterprise is pushing on in service quality elevation for strengthening competitiveness to survive on globalization society as manufacturing industry. Service quality elevation adapts as core competitive strategy in enterprise with business environment as continuous competitive advantage. Because Public organization also is developed in service fast, Public organization is trying to offer various service such as service level of enterprise. Each Public organization are trying to satisfy request of citizens as Customer. In this study, presented Kano-Servqual Method which is mixed by Kano's and Servqual model's advantage, each Method had used much in service quality measurement separately. Kano-Servqual Method is applied to the A information library as a public organization and is proved as practical useful method.
참고문헌 (10)
- 김연성, "서비스 경영" (2003), 법문사
- 김수연, "Servqual을 기반으로 한 서비스 프로 세스 개선모델(MAVIC) 개발에 관한 연구", 석사, pp.2007
- 서명애, "문화예술 마케팅의 활성화를 위한 핵심요인에 관한 실증적 연구", 박사, pp.2008
- 신아름, "Kano 모델을 기반으로 한 총체적 고객 만족계수의 개발 및 적용에 관한 연구", 석사, pp.2007
- 윤호철, "Kano 모델 및 PCSI를 통한 패밀리 레스토랑의 고객 NEEDS가 재방문 의도에 미치는 영향 연구", 석사, pp.2006
- 임성욱, "Kano 모델을 기반으로 한 잠재적 고객 만족 개선 지수의 개발 및 적용에 관한 연구", 박사, pp.2005
- Parasuraman, A., "고객만족, 서비스품질의 측정과 개선" (1993), 서울포럼
- Parasuraman, A., "A Conceptual Model of Service Quality and Its Implication for Future Research", Journal of Marketing, 49(4), pp.44~ (1985)
- Parasuraman, A., "Servqual: A Multiple-Item Scale for Measuring Consumer Perception of Service Quality", Journal of Retailing, 64(1), pp.23~ (1998)
- Timko, M., "An experiment in continuous analysis", Center for Quality of Management Journal, 2(4), pp.17~20 (1993)