품질 및 운영 효율성을 중심으로 한 우정서비스 성과에 대한 통합 분석: SERVPERF와 자료포락분석의 활용

다국어 초록 (Multilingual Abstract)

The post office plays an important role in providing general postal services and financial services. Hence, it is important to focus on operational efficiency and service quality to keep or increase its competitiveness. The purpose of this study is to present a performance evaluation method for postal service considering both service quality and operational efficiency. In first, we determine which factors can be used to evaluate service quality of postal office via factor analysis and then evaluate the service quality by using SERVPERF in consideration of the service quality factors resulted from the factor analysis. Data Envelopment Analysis (DEA) is also used to measure the operational efficiency of the postal office. Then, we analyzed the results of the both SERVPERF and DEA focusing which types of post office have better or worse performance with respect to the service quality and operational efficiency. The results of a case study show that urban post offices have better operational efficiency but the service satisfaction is better for rural postoffice than urban area. Furthermore, we can figure out the characteristics for each type of post offices and suggest the desirable improvement directions for the post office.

목차 (Table of Contents)

• Abstract
• Ⅰ. 서론
• Ⅱ. 이론적 배경
• Ⅲ. 우정서비스의 품질 및 운영 효율성 평가를 위한 모형
• Ⅳ. 우체국 서비스에 대한 성과 분석
• Ⅴ. 결론
• References

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