공정능력지수를 활용한 서비스품질일관성지수(SQCI) 개발에 관한 연구

A Study on the Development of Service Quality Consistency Index(SQCI) Applying the Process Capability Index(PCI)

This study uses a different method to measure the service quality. Rather than using the usual method of converting the service quality index by mean value, the Service Quality Consistency Index (SQCI) is used to measure the service quality consistency level, which in turn can be used as the new service quality index. Although process capability indices (PCI) are widely used to measure the capability of the manufacturing industry, SQCI can also be applied to the PCI. As a result, SQCI provides a robust way to measure the service quality consistency and compare the PCI and defect rate