다중이용시설의 이용자 체감서비스품질 척도 개발

• 영문명: Index Development of Users’ Service Quality Experience on Multi-Use Facility: Focused on Expressway Service Area
• 발행기관: 한국퍼실리티매니지먼트학회
• 저자명: 복준영(Bok, Jun Young)
• 간행물 정보: 『한국퍼실리티매니지먼트학회지』Vol.14 No.2, 5~13쪽, 전체 9쪽
• 주제분류: 사회과학 > 지역개발
• 파일형태: PDF
• 발행일자: 2019.12.30

영문 초록

The various types of customer related indexes(National Customer Satisfaction Index or National Brand Competitiveness Index) have been used to enhance service quality improvement in terms of customer satisfaction and delight. However, those existing means are not enough to reflect on customers feelings and emotions of service quality experience, especially for multi-use facility mixed with public and private service components. This research proposes 5 users’ experienced service quality dimensions with 24 factors; physical environment experienced quality, product experienced quality, information experienced quality, operation experienced quality and interpersonal experienced quality. In order to develop index of experienced service quality, 3 studies have been implemented based of 843 visitors to 21 major expressway service areas in 4 major expressway lines. Specifically, in-depth interviews, exploratory factor analysis and confirmatory factor analysis were used to prove the extracted factors. As a result, all factors were founded significant statically and would help FM operators to manage their service quality improvement by reflecting visitors’ emotional experience of service quality. Further, managers are able to find service quality differences from the actual evaluations by the visitors with using the developed index of users’ experienced service quality.

목차

1. 서 론

2. 이론적 배경

3. 연구방법 및 결과

4. 결 론

키워드

척도개발 체감서비스품질 다중이용시설 고속도로휴게소 Index Development Service Quality of Experience Multi-use Facility Expressway Service Area