Kano-Servqual 기법을 통한 공공기관의 서비스 개선 사례 - A 정보 도서관을 중심으로 - = A Study on the service improvement case of the Public institution by Kano-Servqual Method - Focus on A Digital Public Library -

다국어 초록 (Multilingual Abstract)

From fast service enlargement of the latest economy and industry, importance of service industry is embossed gradually. Service enterprise is pushing on in service quality elevation for strengthening competitiveness to survive on globalization society as manufacturing industry. Service quality elevation adapts as core competitive strategy in enterprise with business environment as continuous competitive advantage. Because Public organization also is developed in service fast, Public organization is trying to offer various service such as service level of enterprise. Each Public organization are trying to satisfy request of citizens as Customer. In this study, presented Kano-Servqual Method which is mixed by Kano's and Servqual model's advantage, each Method had used much in service quality measurement separately. Kano-Servqual Method is applied to the A information library as a public organization and is proved as practical useful method.

참고문헌 (Reference)

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