교육 서비스품질의 측정에 관한 연구 = Abhandlungen : A Study on the Measurement of Educational Service Quality

다국어 초록 (Multilingual Abstract)

Recently the interest in service quality has increased exponentially. Also, there now have been many conceptual articles written on service quality, and even a few empirical research results published. So, service quality has become a top priority and a significant competitive issue. The purpose of this to increase the understanding and exploring how service quality is perceived and measured by the customers. Services quality is viewed as the degree and direction of discrepancy between customer`s perceptions and expectations. Theoretical literature suggests that service quality is coposed of the technical quality and functional quality, and that the functional quality is are relatively more significant determinant to the perception of service quality than the technical quality, This study examines the relationship between service quality and customer satisfaction in Korean education. To do so, prior studies on services quality and customer satisfaction were broadly reviewed and relationship between nthose two concepts were empirically tested. The literature shows that these constructs are clearly different. The most common explanation of the difference is that perceived service quality is a form of attitude and consumer`s long-run overall evaluation of service, whereas customer s atisfaction is a transaction-specific measure and consumer`s emotional feeling after purchase. The analysis results are as follows. First, service quality is affected by the functional quality than the technical quality. Second, it is confirmed that perceived service quality affects customer satisfaction.