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An Empirical Study on Evaluation for Administrative Service Quality of Public Institution : Focused on District Offices in Seoul

  • Journal of The Korea Society of Computer and Information
  • Abbr : JKSCI
  • 2009, 14(9), pp.167-177
  • Publisher : The Korean Society Of Computer And Information
  • Research Area : Engineering > Computer Science

박경호 1 Lee,Kang-In 2

1한국표준협회
2전주대학교

Accredited

ABSTRACT

As the service quality has been reconsidered in public sector as well as private enterprises, the need for public sectors to adopt principle and practices of private sectors is concerned with customer-focused approach. the different business culture of public service organizations makes it difficult to improve service quality. Also, Since concept of service contains intangibility, heterogeneity, Simultaneousness and perishability, it makes peoples more difficult to measure service quality. Therefore, this study proposes synthetic Administrative Service Quality Index(ASQI) using fuzzy set theory and analytic hierarchy process to evaluate the service quality in subjective environment. In ASQI model, Fuzzy set theory helps to measure the ambiguity of concepts that are relative to human being's subjective judgement. Also, this study utilizes AHP method to evaluate the preference weights of service quality dimensions(tangibility, reliability, responsiveness, assurance, empathy) for customers.

Citation status

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