초록 close

Service productivity is a general tool to measure the efficiency of the production process. However, an existing way to measure the service productivity has several problems in its reliability and validity because it ignores a characteristic of service and also uses the same method with the manufacturing industry. after we raise doubts about the existing gauge of service productivity, we suggest two methods to measure service productivity including service quality such as a weight reflection method and a ration reflection method. Service quality can be a factor to solve the problems of existing measurement. Also, we show an example of the above measure by applying delphi method.


Service productivity is a general tool to measure the efficiency of the production process. However, an existing way to measure the service productivity has several problems in its reliability and validity because it ignores a characteristic of service and also uses the same method with the manufacturing industry. after we raise doubts about the existing gauge of service productivity, we suggest two methods to measure service productivity including service quality such as a weight reflection method and a ration reflection method. Service quality can be a factor to solve the problems of existing measurement. Also, we show an example of the above measure by applying delphi method.