내부고객의 직무만족이 서비스품질에 미치는 영향 연구

초록

In a rapidly changing economic environment, business organizations are focused on organizational resources to find and strengthen the core competencies to survive. The economic hub is moving into the service as global economy became more service and manufacturing became more soft. In this study, 20 service enterprises were analysed the difference of the importance of service quality on customers. The existing researches related to service quality on customers have conducted service quality dimensions that affect only customer satisfaction. Most of the existing studies were concluded that service quality dimension should improve on all part. According to the law of service multiplication, only one service quality factor is failed, customer will be dissatisfied with the service. However, as characteristics of industries, the differences of the importance of service quality dimensions will exist. While there are companies which care for physical facilities, companies that care for employee's attitude or interests, etc. In this study, it is analyzed that which of the service quality dimensions were imposed of the importance by customers through a survey on the 20 selected industries and suggested improvement. The results of the study, 20 different industries showed the differences depending on the characteristics of each industry and the presence of similar groups were existed. Within the industry, if chain operation is penetrated, satisfaction level was high and the standard deviation of satisfaction was low. Industries that a relatively large deviation divided by the peoples's respond t showed the larger standard deviation. As a result, it has to improve a certain degree of standardization. Furthermore, preparing manual thoroughly is needed to meet the customer expectations and skills and mindset should be improved on industries depending on the quality of people.

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