공공서비스시설의 서비스케이프 특성분석 및 평가

Abstract

In public service facilities, people perceive service quality through various aspects. Servicescape refers to the physical surroundings of service business including ambient conditions, space, function, signs, symbols, and artifacts. In order to satisfy users of public facilities, it is necessary to figure out which dimensions of servicescape are required. Especially for public facility,there are few studies conducted to identify environmental dimensions, servicescape factors. Therefore, the purpose of this study is to find out servicescape factors in public facilities through literature review and factor analysis and to evaluate case facilities using the developed servicescape factors and its measurement items. For this study, interview with facilities managers and questionnaire survey method were used. A total of 594 questionnaires were analyzed for factor analysis and facility evaluation. For servicescape factors of public service facilities, facility aesthetics, cleanness & safety, layout accessibility, openness, and ambient comfort were suggested. Each factor score was different according to case facilities. Summated scores of servicescape suggested in this study could be one of the effective methods for evaluation of public service facilities.