KJCKorea
Journal Central

@article{ART002554082},
author={Park, Deuk},
title={A Study on Service Quality Evaluation Model and Priority of Quality Factors in Customer Center},
journal={Journal of The Korea Society of Computer and Information},
issn={1598-849X},
year={2020},
volume={25},
number={1},
pages={159-165},
doi={10.9708/jksci.2020.25.01.159}

TY - JOUR
AU - Park, Deuk
TI - A Study on Service Quality Evaluation Model and Priority of Quality Factors in Customer Center
JO - Journal of The Korea Society of Computer and Information
PY - 2020
VL - 25
IS - 1
PB - The Korean Society Of Computer And Information
SP - 159
EP - 165
SN - 1598-849X
AB - In spite of various studies on the service quality of customer center, the previous studies are mainly focused on the studies on the relationship between customer satisfaction and loyalty, rather than on the evaluation model of service quality. In this study, we reviewed the service quality of customer center factors discussed in previous studies and developed a hierarchical model for measuring customer service quality based on Brady and Cronin's (2001) model. The first level consists of interaction (process) quality, physical environment (system) quality, and outcome quality, and the second level consists of kindness, positiveness, professionalism, systematic, convenience, accessibility, accuracy, promptness, and reliability. In addition, based on the developed hierarchical model, the priority of each factor that customer center users consider important is analyzed by AHP methodology. As a result, the interaction quality was important in the first level, and professionalism, kindness, and accuracy were important in the second level. Such a study can be a guideline for establishing a standard for evaluating the service quality of customer center or for managing more importantly in practice.
KW - Customer Center;Service Quality;Hierarchical Model;AHP;Priority
DO - 10.9708/jksci.2020.25.01.159
ER -

Park, Deuk. (2020). A Study on Service Quality Evaluation Model and Priority of Quality Factors in Customer Center. Journal of The Korea Society of Computer and Information, 25(1), 159-165.

Park, Deuk. 2020, "A Study on Service Quality Evaluation Model and Priority of Quality Factors in Customer Center", Journal of The Korea Society of Computer and Information, vol.25, no.1 pp.159-165. Available from: doi:10.9708/jksci.2020.25.01.159

Park, Deuk "A Study on Service Quality Evaluation Model and Priority of Quality Factors in Customer Center" Journal of The Korea Society of Computer and Information 25.1 pp.159-165 (2020) : 159.

Park, Deuk. A Study on Service Quality Evaluation Model and Priority of Quality Factors in Customer Center. 2020; 25(1), 159-165. Available from: doi:10.9708/jksci.2020.25.01.159

Park, Deuk. "A Study on Service Quality Evaluation Model and Priority of Quality Factors in Customer Center" Journal of The Korea Society of Computer and Information 25, no.1 (2020) : 159-165.doi: 10.9708/jksci.2020.25.01.159

Park, Deuk. A Study on Service Quality Evaluation Model and Priority of Quality Factors in Customer Center. Journal of The Korea Society of Computer and Information, 25(1), 159-165. doi: 10.9708/jksci.2020.25.01.159

Park, Deuk. A Study on Service Quality Evaluation Model and Priority of Quality Factors in Customer Center. Journal of The Korea Society of Computer and Information. 2020; 25(1) 159-165. doi: 10.9708/jksci.2020.25.01.159

Park, Deuk. A Study on Service Quality Evaluation Model and Priority of Quality Factors in Customer Center. 2020; 25(1), 159-165. Available from: doi:10.9708/jksci.2020.25.01.159

Park, Deuk. "A Study on Service Quality Evaluation Model and Priority of Quality Factors in Customer Center" Journal of The Korea Society of Computer and Information 25, no.1 (2020) : 159-165.doi: 10.9708/jksci.2020.25.01.159