서비스 품질 전략에 관한 연구

A Study on the strategy of the Quality

This study approaches the service quality factors in the service delivery system. Such studies as in the strategy of the service quality applied to manufacturing firms had made its progress with focusing on corporate strategy, business strategy and functional strategy. Futhermore, the type of manufacturing system and their proper strategic competitive and quality factors has been studied systematically. In view of the service quality, it is tried to find what are the proper competitive strategy and quality factors under different manufacturing conditions. First of all, to accomplish the aim of the study, published theories have been studied and then cars repairing service industry was selected for practical study. Practical analysis is implemented with taking a questionnaire survey over such as service delivery system, strategic quality factors, and competitive strategy. The resolution from the practical analysis is as follow: (1) The competitive strategy groups are analyzed according to the aim of the competitive strategy of a company as the competitive variables. (2) The service environmental groups are analyzed according to the different condition of a company as the service environmental variables. (3) The service quality groups are analyzed according to the service of a company as the quality variables. (4) The competitive strategy groups-analyzed the fitness and verified the economic result by the service environmental groups. (5) The competitive strategy groups-analyzed the fitness and verified the economic result by the service quality groups. In the approaches, it was showed with establishing good fitness between service environment and take the higher place among companies. As a conclusion the result, agreed with the hypothesis when the degree of fitness between quality and service strategy gets higer, the economic result out more successful.