서비스산업의 서비스품질에 관한 연구

Service Quality and Research Tasks In the Service Industry

The aim of this article is to emphasize the importance of quality improvement and suggest the future task of service quality research in our service industry market. To this end, First, literature related to the model about the behavioral consequences of service quality at the individual customer level and the tool for measuring perceived service quality in the service industry are revisited. Second, the SERVQUAL model is used as a central framework for defining the real meaning and drawing out problems of perceived service quality model in the service industry. Third, this article concludes that service quality must be retested in view of developing the theory and practical instruction for our service industry, especially for the new millennium. Finally, this article suggest a research agenda whereby information about individual-level behavioral consequences and business-level service quality can be monitored and linked from customer satisfaction, service quality, and behavioral intention to profit variables.