earticle

영어

The purpose of this study is to find out important service factors affecting the overall level of satisfaction. Through this study, it is possible to show what is important for service satisfaction and what we have to do to improve it. For doing this, this study use a survey questionnaire to determine and evaluate the service quality and overall level of satisfaction. The target of the survey is the Dae-Jeon metropolitan bus service.The result of this study is this: First, the important quality factors of public bus service are analyzed by five factors - Empathy, Reliability, Accessibility, Efficiency and Tangibles. Second, through the multi regression analysis, it is found that all five factors are affecting the overall level of satisfaction. In particular an Empathy is the most important factor for it and then Accessibility, Reliability, Tangibles and Efficiency in turns. On the basis of this, this study may show what is the key factors for determining the public bus service quality. Therefore this study will help to improve the overall level of satisfaction in Dae-Jeon public transportation through taking account of service quality.