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박광태(Kwang Tae Park),안용대(Ryong Dae Ahn) 한국경영학회 1996 經營學硏究 Vol.25 No.4
The service industries assume an increasing importance in the economy. While the service industries continue to expand, the research on improving quality in those industries has been limited. The main purpose of this paper is to find the satisfaction factors of customer service regarding service industry such as bookstores. This thesis is organized into four chapters, the first of which is introduction. Chapter 2 provides the related literature review for finding possibility of applying traditional quality control concept used in manufacturing industry to service industry such as bookstores. Chapter 3 deals with empirical study which uses questionnaires answered by about two hundred clients visiting bookstores. The surveys were conducted from Sep. 1 of 1995 to Sep. 30 of 1995. Chapter 3 also presents results derived from analyzing the questionnaires. We conclude in chapter 4 with a summary of findings and conclusions, as well as opportunities fur future research. We have found by factor analysis that the satisfaction factors of customer service regarding bookstores are the attitude of employees, internal facility and environments, offering of information, easiness of item classification, equipment of items, and processing time.
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