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자동차 정비센터의 프로세스 단계별 서비스 품질 평가에 대한 연구Process-Based Service Quality Assessment of Automobile Maintenance Service
- Other Titles
- Process-Based Service Quality Assessment of Automobile Maintenance Service
- Issue Date
- 2012
- Publisher
- 한국생산성학회
- Keywords
- Service quality; Service process; Servitization
- Citation
- 생산성논집, v.26, no.1, pp.207 - 227
- Indexed
- KCI
- Journal Title
- 생산성논집
- Volume
- 26
- Number
- 1
- Start Page
- 207
- End Page
- 227
- ISSN
- 1225-3553
- Abstract
- We measure and evaluate the service quality of auto repair service. Service is measured by stages of service process. We compare service process qualities of two competing firms using this measure. We investigate relationships among the service quality of auto repair center, customer loyalty toward auto maintenance center, and repurchase of automobile. We conducted an online survey and collected a sample of size 3,028.
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