서비스품질 일관성 평가를 위한 서비스품질역량지수(SQCI)의 개발 및 측정에 관한 연구 - 은행산업을 중심으로 -

Abstract

This study uses a different method to measure the service quality. Rather than using the usual method of converting the Service Quality Index(SQI) by mean value, the Service Quality Capability Index(SQCI) is used to measure the service quality consistency level, which in turn can be used as the new service quality index. SQCI can measure the service quality consistency between 6 bank companies that are in competition. Although process capability indices (PCI) are widely used to measure the capability of the manufacturing industry, SQCI can also be applied to the PCI. The empirical analysis has yielded these findings: (1) SQCI provides a robust way to measure the service quality consistency and compare the PCI and defect rate; (2) the characteristics of two service quality indexes using the correlation analysis KS-SQI and SQCI when compared to the characteristics of the new service quality index, SQCI, actually results in a reverse relationship of standard deviation that is a weak correlation of KS-SQI; (3) there is a difference between various bank industries