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대학 기숙사의 서비스품질 측정 및 중요도-성과분석A Measure for Service Quality of University Dormitory and Importance-Performance Analysis
- Other Titles
- A Measure for Service Quality of University Dormitory and Importance-Performance Analysis
- Authors
- 류문찬
- Issue Date
- 2009
- Publisher
- 한국품질경영학회
- Keywords
- service quality; dormitory; importance-performance analysis; quality improvement
- Citation
- 품질경영학회지, v.37, no.1, pp.56 - 68
- Indexed
- KCI
- Journal Title
- 품질경영학회지
- Volume
- 37
- Number
- 1
- Start Page
- 56
- End Page
- 68
- ISSN
- 1229-1889
- Abstract
- A measure for service quality of university dormitory is developed to gain a better understanding of the quality issues that impact on students‘ experiences and to improve service quality. Literature survey, thorough discussion with staff members and a pilot test are utilized to elicit attributes of service quality. Factor analysis is used to group the service quality attributes into dimensions. The resulting measure is consisted of 6 dimensions; competence, attitude, facility, amenity, security and discipline. Importance-performance analysis is utilized to verify which factors to be focused on with high priority to improve dormitory service.
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