국내 서비스품질에 대한 조사 분석 : KS-SQI와 KCSI를 이용한 호텔관광산업을 중심으로 = An Analysis of the Survey for Korea Service Quality : Focus on Hotel Tourism Industry Using KS-SQI and KCSI

다국어 초록 (Multilingual Abstract)

This paper will analyze the survey of domestic service quality which are focus on KS-SQI(Korean Standard-Service Quality Index) and KCSI(Korea Customer Satisfaction Index). First of all, we will look over the current state of domestic service industry. And we will analyze the performance for type of business and companies which are evaluated by the survey of KS-SQI that is performed in from the year 2000 to 2006. And also we will analyze the degree of contribution for the components of service quality index, in order to know whether which one will be good for improving service quality. Also, we will look over KCSI which is known as Korea leading Index for customer satisfaction, and KCSI will compare with KS-SQI to prove conclusively that KS-SQI is consistent with KCSI. Finally, we will evaluate the service quality of domestic hotel tourism industry which is evaluated by the survey of KS-SQI that is performed in from the year 2000 to 2006. Through using the survey of hotel and resort part which is examined by KS-SQI, we will see the average level of service quality and analyze the performance for a leading company of hotel and resort business.

참고문헌 (Reference)

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