earticle

영어

In general, a modern day economy can be said to derive its income from three sectors, viz agriculture, manufacturing, and services. Among these three, the service sector provides the most significant contribution to the economy both in terms of the percentage of people employed and the proportion of consumption expenditure spent on services. As a result, the service sector has a greater importance or responsibility in growing the overall economy compared to both agriculture and manufacturing. Although past studies have shown that the SERVQUAL device contributes to the measurement of service quality, subsequent studies have demonstrated that it fails to replicate the same five dimensional factor structure. Consequently, several types of service quality models have been written to cover the limitations of the SERVQUAL instrument. However, most of the newly developed models have not yet to be verified. Moreover, marketing managers are confused about their model choices and find it difficult to select the most appropriate model for their company or industry. Thus this study has attempted to construct theoretical ideology and to suggest an alternative measurement model for service quality.