- SERVQUAL 측정과 SERVPERF 측정 이론 연구 -관광 서비스 품질을 중심으로-
- ㆍ 저자명
- 김철중,Kim. Chul-Jung
- ㆍ 간행물명
- 情報學硏究
- ㆍ 권/호정보
- 2006년|9권 3호|pp.33-47 (15 pages)
- ㆍ 발행정보
- 한국정보기술전략혁신학회
- ㆍ 파일정보
- 정기간행물| PDF텍스트
- ㆍ 주제분야
- 기타
We will can do quality of measurement of service that thing is quite abstract concept. Generally, we speak Service of quality that property of a product, usability of use, social quality requirement to a quality of service by wide meaning. A purpose of this study was comparison regarding a way to measure of service quality, and in the insufficient section there was anything, and progress of model study of service left no matter how much focus to it. There is comparative study a few progress of literature of a PZB, SERVQUAL, SERVPERF, model. Desarbo, Huff, Rolandelli, & Choi, (1994: 125-131) proposed that to solve the above model contradiction point, and Presentation called a plan based on to Conjoint analysis. There is Critical point to decide on priority order of proposed model of service measurement. This study has a lot of the pieces which are short by absence of empirical study, but will make a supplementation in next term study.