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Journal of Korean Society for Quality Management 1998;26(4): 29-. |
| 서비스품질 측정에 관한 비평적 고찰 -호텔 서비스품질 측정을 위한 방향 제시- |
| 김희탁1, 김장하2 |
1상명대학교 경영학과
2영동전문대학 관광경영과 |
| A Critical Review on The Service Quality Measurement -Research Direction for Hotel Service Quality Measurement- |
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| ABSTRACT |
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The purpose of this study is to critically review the previous research on the measurement of service quality, and to present future research directions on hotel service quality measurement as follows: 1. As Carman(1990) shows in his study, items of quality measurement should be developed to be fit for the measurement of hotel service quality. 2. To evaluate the service quality of a hotel, measuring three divisions(Room, F&B and Others) separately, then combining them would be the best model. 3. Researches to identify the various dimensions of hotel service quality are needed. 4. In measuring hotel service quality, guests should be classified according to various criteria. 5. To measure the hotel service quality, SERVPERF model might be more a, pp.opriate due to the small number of items to be answered. 6. In hotel industry, researches to identify causal pths between customer satisfaction and service quality are needed. 7. We need to develop alternative scales for the measurement of hotel service quality. |
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