@article{ART000948011},
author={LEEGANG},
title={Status of SERVQUAL Model Utilization and improvement Plan},
journal={Korean Society and Public Administration},
issn={1225-8652},
year={2004},
volume={15},
number={1},
pages={449-470}
TY - JOUR
AU - LEEGANG
TI - Status of SERVQUAL Model Utilization and improvement Plan
JO - Korean Society and Public Administration
PY - 2004
VL - 15
IS - 1
PB - Seoul Association For Public Administration
SP - 449
EP - 470
SN - 1225-8652
AB - In the limelight is the introduction of service concept to the public administration as well as SERVQUAL model that can meet the needs to improve this. Terms are manipulatively defined true to its intrinsic nature by analyzing how the dimension and factors of measuring the services pursued by SERVQUAL model are used. The contents of manipulative reconstruction are defined by analyzing the originals of SERVQUAL model and currently used contents, which is most suited to the original. Based on the research, the reasons why researchers apply SERVQUAL"s 5 dimensions and 22 items differently, which they wanted to pursue first are as follows: First, SERVQUAL research was changed due to 1985, 1988 and 1991 studies, and differences in translation arose at the time of research. Second, some terms were not translated uniformly in the process of translating English into Korean precisely. Third, differences arose among translators in the process of measuring the intrinsic meaning of 22 dimensions, and much differences in meaning from the original arose since some tools that have been translated and used were just introduced and utilized. It is anticipated that SERVQUAL model clearly defined in this study will be fully utilized as a tool for measuring services
[Key Words: SERVQUAL, 서비스, 유형성, 신뢰성, 대응성, 보증성, 공감성]
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LEEGANG. (2004). Status of SERVQUAL Model Utilization and improvement Plan. Korean Society and Public Administration, 15(1), 449-470.
LEEGANG. 2004, "Status of SERVQUAL Model Utilization and improvement Plan", Korean Society and Public Administration, vol.15, no.1 pp.449-470.
LEEGANG "Status of SERVQUAL Model Utilization and improvement Plan" Korean Society and Public Administration 15.1 pp.449-470 (2004) : 449.
LEEGANG. Status of SERVQUAL Model Utilization and improvement Plan. 2004; 15(1), 449-470.
LEEGANG. "Status of SERVQUAL Model Utilization and improvement Plan" Korean Society and Public Administration 15, no.1 (2004) : 449-470.
LEEGANG. Status of SERVQUAL Model Utilization and improvement Plan. Korean Society and Public Administration, 15(1), 449-470.
LEEGANG. Status of SERVQUAL Model Utilization and improvement Plan. Korean Society and Public Administration. 2004; 15(1) 449-470.
LEEGANG. Status of SERVQUAL Model Utilization and improvement Plan. 2004; 15(1), 449-470.
LEEGANG. "Status of SERVQUAL Model Utilization and improvement Plan" Korean Society and Public Administration 15, no.1 (2004) : 449-470.
