SERVQUAL모형의 활용실태 및 개선방안

다국어 초록 (Multilingual Abstract)

In the limelight is the introduction of service concept to the public administration as well as SERVQUAL model that can meet the needs to improve this. Terms are manipulatively defined true to its intrinsic nature by analyzing how the dimension and factors of measuring the services pursued by SERVQUAL model are used. The contents of manipulative reconstruction are defined by analyzing the originals of SERVQUAL model and currently used contents, which is most suited to the original. Based on the research, the reasons why researchers apply SERVQUAL"s 5 dimensions and 22 items differently, which they wanted to pursue first are as follows: First, SERVQUAL research was changed due to 1985, 1988 and 1991 studies, and differences in translation arose at the time of research. Second, some terms were not translated uniformly in the process of translating English into Korean precisely. Third, differences arose among translators in the process of measuring the intrinsic meaning of 22 dimensions, and much differences in meaning from the original arose since some tools that have been translated and used were just introduced and utilized. It is anticipated that SERVQUAL model clearly defined in this study will be fully utilized as a tool for measuring services.

목차 (Table of Contents)

• Ⅰ. 서론
• Ⅱ. 관련 이론의 고찰
• Ⅲ. 분석
• Ⅳ. 결론
• 〈참고문헌〉