한국 서비스품질경영 평가모형에 관한 실증적 연구 = (An) empirical study on efficient operation for service quality management assessment model and system in the Korea

다국어 초록 (Multilingual Abstract)

This these research is to define Strategic Development of Service Quality Management Assessment Model and System to cope with changing business environments.
It is provides a useful basis for carrying out Better Service Quality reviews. Its overarching approach looks at a high level across all aspects of an organization, ensuring nothing important is missed. The Model can be used equally well as a strategic tool, looking across the whole organization, and to look at smaller management unit. Moreover, it provides a consistent approach to reviews and thus provides consistent results across the manufacturing as well as service industry. A new Model of service quality management based on Malcolm Baldrige Award Model, European Foundation for Quality Management Model, Charter Mark, Customer Satisfaction Management Award Model by KMAC, Excellence Service Quality Management Award by ATS Ministry of Commerce, Industry and Energy, Korea, was developed and tested.
The Model consists of seven criteria, divided in to Driver, System and Results.
The Driver criteria are concerned with Leadership, that is How leaders develop and facilitate the achievement of the mission and vision, develop values required for long term success and implement these via appropriate actions and behaviors, and are personally involved in ensuring that the organization's management system is developed and implemented.
The System criteria are concerned with Strategy, Management Human Resource Development, Processes, Customer focus, Information of Customer, exactly, How the organization conducts itself, how it manages its staff and resources, how it plans its strategy and how it reviews and monitors key processes.
The Results are What it achieves. These encompass the level of satisfaction among the organization's employee, customer, society and financial, its impact on wider community and key performance indicators.
The relationship among Constructs of Model were analysed by using simple regression analysis, multiple regression analysis and Amos(A moment of structure). A statistical analysis of data collected from ward private sector organizations in the Korea, win a Award and not.
The proposed hypothesis and consequence are as follows;
◁수식 삽입▷(원문을 참조하세요)
Noteworthy, First, Leadership have a direct effect on determinant of service quality management system that is influential to business performance of a firm.
Second, Processes have a positive effect on the Results(the level of satisfaction among the organization's employee, customer, society and financial).
Third, Leadership and Processes are the important variable of other service quality management activities.
The model is comprehensive framework for assessing the strengths and areas for improvement of an organization across all its activities. It is based on the practical experience of public and private sector organizations in the Korea.
Essentially, the model tells us that Results Orientation, Customer Focus, Leadership ＆ Constancy of Purpose, Management by Processes ＆ Facts, People Development ＆ Involvement, Continuous Innovation ＆ Improvement, Partnership Development and Public Responsibility.
Results Orientation, Excellence Service Quality is dependent upon balancing and satisfying the needs of all relevant stakeholders(this includes the people employed, customers, suppliers and society in general as well as those with financial interests in the organization).
Customer Focus, The customer is the final arbiter of product and service quality and customer loyalty, retention and market share gain are best optimised through a clear focus on the needs of current and potential customers.
Leadership ＆ Constancy of Purpose, The behavior of organization's leaders creates a clarity and unity of purpose within the organization and an environment in which the organization and its people can excel.
Management by Processes ＆ Facts, Organization perform more effectively when all inter-related activities are understood and systematically managed and decisions concerning current operations and planned improvements are made using reliable information that includes stakeholder perceptions.
People Development ＆ Involvement, The full potential of an organization's people is best released through shared values and a culture of trust and empowerment, which encourages the involvement of everyone.
Continuous Innovation ＆ Improvement, Organization performance is maximised when it is based on the management and sharing of knowledge within a culture of continuous learning, innovation and improvement.
Partnership Development, An organization works more effectively when it has mutually beneficial relationships, built on trust, sharing of knowledge and integration, with its partners.
Public Responsibility, The long-term interest of the organization and its people are best served by adopting an ethical approach and exceeding the expectations and regulations of the community at large.
I desire that this research process offers organizations an opportunity to learn: to learn about organization's strengths and weaknesses, about what "Excellence Service Quality" means to the organization, about the organization's progress on the journey to excellence, how far it still has to go and how it compares with other organizations, a practical giude for self-assessment.

목차 (Table of Contents)

• 목차
• 제1장 서론 = 13
• 제1절 연구의 배경 및 연구목적 = 13
• 1. 연구의 배경 = 13
• 2. 연구의 목적 = 15
• 제2절 연구의 방법 및 구성 = 16
• 1. 연구의 방법 = 16
• 2. 연구의 구성 = 16
• 제2장 이론적 고찰 = 19
• 제1절 서비스품질 = 19
• 1. 서비스품질의 개념 = 19
• 2. 서비스품질 구성요인 = 26
• 3. 서비스품질 인증 및 보증 = 49
• 제2절 서비스품질 평가 관련 실태 비교 연구 = 52
• 1. 한국의 서비스품질 평가제도 및 평가지표 분석 = 52
• 2. 외국의 서비스품질 평가제도 및 평가지표 분석 = 66
• 제3절 서비스품질 평가모형 = 86
• 1. 평가시스템의 역할 = 86
• 2. 서비스품질 평가 모형의 구성요소 = 88
• 3. 서비스품질 평가시스템의 국가별 특징 = 98
• 4. 서비스품질 평가시스템 = 101
• 제3장 연구모형과 조사설계 = 107
• 제1절 연구모형의 설계 = 107
• 1. 연구모형 = 107
• 2. 변수의 정의 = 111
• 3. 연구가설 = 120
• 제2절 조사설계 = 125
• 1. 조사대상의 선정 = 125
• 2. 설문지의 구성 = 126
• 제4장 결과분석 및 해석 = 130
• 제1절 자료수집 = 130
• 제2절 탐색적 요인분석과 신뢰성 검증 = 132
• 제3절 확인요인분석 = 133
• 제4절 타당성 분석 = 144
• 제5절 연구가설의 검증과 논의 = 146
• 1. 결과-결정요인의 접근방식에 근거한 서비스품질 평가모형의 검증 = 146
• 2. 연구모형의 검증 = 148
• 제5장 결론 및 제언 = 167
• 제1절 연구결과 요약 및 시사점 = 167
• 제2절 연구의 한계점 및 제언 = 173
• 【참고문헌】 = 175
• 【설문지】 = 189
• ABSTRACT = 205