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There now have been many conceptual articles written on service quality and quality dimensions and a lot of empirical research results published. So, service quality has become a top priority and a significant competitive issues.Nowadays, service companies are being faced with three common tasks of improving quality of service, competitive differential advantage, and productivity due to quantitative expansion of service industries. Especially, service companies in Korea should prepare for starting of FTA between USA which is the new circumstances. The purpose of this study is to examine the effectiveness and interactions of service quality dimensions. A model of service quality by Parasuraman, Zeithaml, and Berry is presented and introduced in this paper. Especially, a multiple-item scale called SERVQUAL developed by Parasuraman, Zeithaml and Berry has been used as a method of measurement. Also, the focus of this study is the use of quality dimensions and expectation/ perception gap analysis for measurement of customers’ overall quality assessment and identifying of service objective quality characteristics that can be managed by the service provider. The findings provide the basis for constructing of service operation management by the analysis of the relationships among such variables as customers’ overall service quality, relative importance of quality dimensions and the difference of perception for assessment of service quality between customer and service provider.