부트스트랩 기법을 이용한 서비스 식스시그마지수(SSI) 개발에 관한 연구

Abstract

In the evaluation of service quality, selecting a specification based on users' perception and calculating sample ratio which is consistent with the specification is essential for the application of Six Sigma. However, due to various limitations of this approach, there are few literatures about the application of service quality into Six Sigma. Therefore, this study solves the reliability problem of analytical sample and data collection problem that is known as the limitation of the Six Sigma application, and analyses 24 characteristics by industrial classification through comparing various industries. The results of Six Sigma level of the characteristics of 24 industrial classifications by classifying them to service process matrix, shows that Sigma levels of Primary Needs Fulfillment, Individual Empathy, and Accessibility are different by service types such as service shop, service factory, and mass service. Due to the characteristics of a service delivery system, Sigma level is influenced by the service type.