공정능력지수를 활용한 서비스품질일관성지수(SQCI) 개발에 관한 연구

• 영문명: A Study on the Development of Service Quality Consistency Index(SQCI) Applying the Process Capability Index(PCI)
• 발행기관: 한국산업경영시스템학회
• 저자명: 송광석(Gwangsuk Song) 김영태(Youngtae Kim) 유한주(Hanjoo Yoo)
• 간행물 정보: 『한국산업경영시스템학회 학술대회』2008년 하계학술대회 논문집, 1~10쪽, 전체 10쪽
• 주제분류: 공학 > 산업공학
• 파일형태: PDF
• 발행일자: 2008.07.30

영문 초록

This study uses a different method to measure the service quality. Rather than using the usual method of converting the service quality index by mean value, the Service Quality Consistency Index (SQCI) is used to measure the service quality consistency level, which in turn can be used as the new service quality index. Although process capability indices (PCI) are widely used to measure the capability of the manufacturing industry, SQCI can also be applied to the PCI. As a result, SQCI provides a robust way to measure the service quality consistency and compare the PCI and defect rate

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제 4장 서비스품질일관성지수(SQCI)의검증

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키워드

Service Consistency Service Quality Consistency Index(SQCI) PCI