서비스品質의 測定과 改善에 關한 小考

Abstract

The aim of this paper is to review and critically analyse the measurement and improvement

of service quality exploited by the major Korean bank. This aim is designed to facilitate the

generation of the explication of service quality within the service sector. The paper begins

with a review of the main theoretical explanations of service quality dimensions and

measurement tools. This conceptual overview provides the basis for a more detailed

examination of the factors measuring and improving the service quality of companies. After

measuring service quality, we need to calibrate the level of service quality. If there are rooms

for improvement, we suggest the method and process to improve the service quality level

which is the number measured by service quality measurement method such as

SERVQUAL, SERVPERF, and SERVPEX.

We conclude the paper with the improvement process of the service quality in the service

company. There are two types of improvement process. First, taking improvement activities

in every service process stage. Second, changing the fundamental background such as people,

technology and culture. As a result, a model to measure and improve service quality is

proposed. A set of research directions is offered.