AHP 모형을 이용한 패스트푸드산업의 서비스품질 측정에 관한 실증적 연구

• 영문명: An Empirical Study on Measuring Service Quality of Fast - Food Industry using Analytic Hierarchy Process
• 발행기관: 한국산업경영시스템학회
• 저자명: 이회식(Hoe-Sik Lee) 최용정(Yong-Jung Choi) 이필재(Phil-Jae Lee)
• 간행물 정보: 『산업경영시스템학회지』제28권 제4호, 7~13쪽, 전체 7쪽
• 주제분류: 공학 > 산업공학
• 파일형태: PDF
• 발행일자: 2005.12.01

영문 초록

Many domestic studies related to service quality are performed but the study on computing Service Quality Score is not yet activated. Because Service quality measurement plays an important role in assessing service performance and diagnosing service problems, it is very important that service quality is measured exactly. Therefore this study offered realistic approach method for computing Service Quality Score by using T.L. Saaty's Analytic Hierarchy Process technique. That is, Service Quality Score of this study is computed by using customer's priority(weights) for five dimensions(Tangible, Reliability, Assurance, Responsiveness, Empathy). This method is more realistic than the existing method computed by an arithmetical average of dimension's variables.

목차

Abstract

1. 서론

2. 패스트푸드산업

3. 서비스품질 측정 모형과 AHP 모형에 대한 이론적 고찰

4. 서비스품질을 계량화하기 위한 절차

5. 실증적 분석

6. 결론

참고문헌