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Journal of Korean Society for Quality Management 1994;22(3): 16-. |
| 서비스품질(品質) 측정(測定)을 위한 다항척도(多項尺度) - 해운(海運)서비스품질(品質)을 중심(中心)으로 - |
| 이종인1, 김영모2 |
1한국해양대학교
2한국해기연수원 |
| A Multiple-Item Scale for Measuring Service Quality - Primarily on the shipping service quality - |
| Jong-In Lee1, Young-Mo Kim2 |
1Dept. of International Trade, Korea Maritime University
2Dept. of Nautical Science, Korea Marine Training & Research Institute |
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| ABSTRACT |
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This paper developes a multiple-item scale instrument (called SHIPQUAL which is designed to measure the quality of shipping industry. The procedures of developing instrument were followed by recommendations on the developing measures of marketing constructs. We divided shipping service quality into 4 demensions (reliability, conformability, timely/completness, safety) by empirical study. These demensions and scales were varified through the assessment of reliability and validity. Finally, we suggested potential applications of the scale into the shipping industry. |
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