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대학 기숙사의 서비스품질 측정 및 중요도-성과분석

A Measure for Service Quality of University Dormitory and Importance-Performance Analysis

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참고문헌

키워드

주제분류학제간연구

초록

A measure for service quality of university dormitory is developed to gain a better understanding of the quality issues that impact on students‘ experiences and to improve service quality. Literature survey, thorough discussion with staff members and a pilot test are utilized to elicit attributes of service quality. Factor analysis is used to group the service quality attributes into dimensions. The resulting measure is consisted of 6 dimensions; competence, attitude, facility, amenity, security and discipline. Importance-performance analysis is utilized to verify which factors to be focused on with high priority to improve dormitory service.

Abstract

A measure for service quality of university dormitory is developed to gain a better understanding of the quality issues that impact on students‘ experiences and to improve service quality. Literature survey, thorough discussion with staff members and a pilot test are utilized to elicit attributes of service quality. Factor analysis is used to group the service quality attributes into dimensions. The resulting measure is consisted of 6 dimensions; competence, attitude, facility, amenity, security and discipline. Importance-performance analysis is utilized to verify which factors to be focused on with high priority to improve dormitory service.

참고문헌 (50)

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