서비스품질 척도의 타당성 평가 : 호텔서비스를 중심으로 An Emphasis on Hotel Services = An Assessment on the Validity of the SERVQUAL Scale

다국어 초록 (Multilingual Abstract)

Quality of service is becoming an increasingly important differentiator between competing business in the service industries. In 1988, Parasuraman, Zeithaml, and Berry (hereafter, PZB) presented and tested a battery, SERVQUAL, to measure the perceived quality of a sevicice sttuation. The authors proposed the five dimensions found in this battery to be generic dimensions of service quality. This article reports on the replication and testing of the SERVQUAL battery and offers suggestions for its use by hotel managers.

목차 (Table of Contents)

• Ⅰ.서론
• Ⅱ.理論的 背景
• 1.서비스 品質의 槪念
• 2.호텔서비스의 槪念 및 特性
• 3.서비스 品質 尺度의 旣存 硏究
• Ⅲ.연구방법
• 1.標本의 構成 및 資料蒐集方法
• 2.設問紙의 構成 및 資料處理 方法
• Ⅳ.實證分析 結果
• 1.要因分析
• 2.서비스品質 構成 次元의 信賴性
• 3.호텔의 서비스品質 評價
• Ⅴ.結論