잠재적고객요구개선지수를 이용한 교육서비스품질 기대손실평가 모형에 관한 연구


A Study on Education Service Quality’s Expected Loss Evaluation Model with Potential Customer Satisfaction Improvement Index

장용혁, 조유진, 강경식

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Among service industries of knowledge based economic era, the roles of educational service field are becoming more important and standard of educational service makes a direct effect on economic development and social growth. Therefore, accurate measurement of service quality is the most important assignment and the measurement of the service quality remains difficult assignment. So, this researcher classified quality attributes applying weighted value and found potential satisfaction level(PSL) and potential customer demand improvement index(PCDI) for trainees participating in national manpower business so as to suggest measurement of service quality and easiness of use and then, calculated satisfaction position and opportunity cost by quality factor with Taguchi’s loss fraction. And, improvable satisfaction level was measured, opportunity cost by degree of customer dissatisfaction was quantitatively measured, and a model that can indicate with economic factors was suggested. In addition, methodology of measuring quality cost that can be reduced by quality improvement and direction of strategic decision-making for deciding items to be improved preferentially were suggested with qualitative index that can indicate the degree of customers’ dissatisfaction by loss.


1. 서론
2. 이론적 배경
2.1 교육서비스 품질의 개념
2.2 품질측정 분류에 대한 선행연구
2.3 만족도의 품질 속성 분류를 위한 질문서와 가중치
2.4 중요도의 기대손실을 위한품질 특성치의 분류
3. 연구 방법
3.1 가중치를 고려한 고객만족 계수 계산
3.2 잠재적 고객요구 개선 지수
3.3 기대손실(ELi) 및 가중서비스평가지수(WSEIi) 산출
3.4 결과분석
4. 결론 및 토의
5. References


  • 장용혁 Yong-Hyuk Chang. 명지대학교 산업경영공학과
  • 조유진 Yu-Jin, Cho. 명지대학교 산업경영공학과
  • 강경식 Kyung-Sik Kang. 명지대학교 산업경영공학과


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