다중이용시설의 이용자 체감서비스품질 척도 개발

Index Development of Users’ Service Quality Experience on Multi-Use Facility: Focused on Expressway Service Area

The various types of customer related indexes(National Customer Satisfaction Index or National Brand Competitiveness Index) have been used to enhance service quality improvement in terms of customer satisfaction and delight. However, those existing means are not enough to reflect on customers feelings and emotions of service quality experience, especially for multi-use facility mixed with public and private service components. This research proposes 5 users’ experienced service quality dimensions with 24 factors; physical environment experienced quality, product experienced quality, information experienced quality, operation experienced quality and interpersonal experienced quality. In order to develop index of experienced service quality, 3 studies have been implemented based of 843 visitors to 21 major expressway service areas in 4 major expressway lines. Specifically, in-depth interviews, exploratory factor analysis and confirmatory factor analysis were used to prove the extracted factors. As a result, all factors were founded significant statically and would help FM operators to manage their service quality improvement by reflecting visitors’ emotional experience of service quality. Further, managers are able to find service quality differences from the actual evaluations by the visitors with using the developed index of users’ experienced service quality.