고속도로 휴게시설 서비스 품질 평가지표 개발 : 델파이 조사를 중심으로 = Development of Service Quality Evaluation Indicators for Expressway Rest Areas : Focusing on a Delphi Study

다국어 초록 (Multilingual Abstract)

Purpose – This study aims to develop a service quality evaluation indicators for expressway rest areas by reflecting their complex functions, public nature, and evolving societal demands.
Design, data, and methodology – The final indicators were derived through a review of domestic and international literature, expert focus group interviews (FGIs), and a Delphi survey.
Result – The evaluation items were structured by combining overall, basic, and specialized services with dimensions of outcome quality, interaction quality, physical environment quality, and social quality.
Conclusions – The developed indicators are distinctive in incorporating a ‘social quality’ dimension and enabling multidimensional evaluation by linking service items with quality attributes. They also reflect innovation and a future-oriented perspective through the inclusion of specialized services.