초록 열기/닫기 버튼
Now is the time when the competitiveness of universities is emphasized more than ever, and each university has been promoting the various policy establishments and improvements to strengthen its competitiveness. This study is about the service quality of lectures which is the core element among qualities of educational service quality in university. In this study, among the broadly used measuring tools for service quality, it was practically analyzed through comparing online lecture with offline lecture how those five causes of SERVQUAL(Parasuraman, Zeithaml, and Berry, 1985, 1988, 1991) model and SERVPERF(Cronin and Taylor, 1992) model, which are tangibles, reliability, responsiveness, assurance, and empathy, affect the service value and the service satisfaction, and the relation between the service value and the service satisfaction; and how the service value and the service satisfaction affect positive word of mouth effect(the intention to retake the course and the intention to recommend). The method of SERVPERF was used for the measurement of service quality. Through practical analysis comparing the classroom lecture with the online lecture conducted in universities, this study has a great meaning in suggesting strategic decision makings to universities which supply the certain dimension to focus among five causes of service quality by lecture type.
