TITLE

Korean-Standard Service Quality Index: Development and Application

AUTHOR(S)
Youjae Yi; Jun Youb Lee
PUB. DATE
January 2005
SOURCE
Advances in Consumer Research - Asia-Pacific Conference Proceedi;2005, Vol. 6, p164
SOURCE TYPE
Conference Proceeding
DOC. TYPE
Proceeding
ABSTRACT
The article discusses a study on the development and application of the Korean-Standard Service Quality Index (KS-SQI). The dimensions of outcome quality and dimensions of process quality of the KS-SQI model are enumerated. The scores of process quality dimensions are higher than those of outcome quality dimensions when the KS-SQI was applied to various service industries in Korea. The consequences of service quality improvement are also explored in the study.
ACCESSION #
26767671

 

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