서비스품질을 고려한 경영혁신 지원 솔루션의 개발

Abstract

Most organizations have recently put more emphasis on the improvement in service quality. This phenomenon could come from the recognition that service quality plays an essential role in enhancing organization`s business performance. Hence this paper presents a framework for improving such service quality. The presented framework involves the methodology for (i) developing service quality indices, (ii) measuring and evaluating service quality, (iii) analyzing the level of service quality, (iv) constructing the quality improvement road map, (v) determining the quality improvement action plan. This methodology is intended to create self-sustaining improvement in service quality from the entire organization`s perspective. An illustration is also given.