Earticle

초록

영어

One of the important components of this administrative reform is customer satisfaction. Every public enterprises introduced the Service Charter and Korean government took Customer satisfaction as the key index of public sector performance assessment. Most public enterprises introduced customer satisfaction management in an attempt to improve the quality of customer service. The government granted high incentives to excellent business innovative enterprises and developed additional indices, which are related to CS. From now on, every Korean enterprises must embody feasible customer satisfaction management and improve the quality of customer service In this research, we proposed a quality evaluation standard model which is suitable for the public enterprise based on the Service Quality Criteria, and examined the model. A 7-Point Likert Scale was used based on the five categories within the Service Quality: responsiveness, convenience, tangibility, sympathy and reliability, we analysed the validity and causal relationship among the factors within the model.

목차

Abstract
 1. 서론
  1.1 연구의 배경
  1.2 연구의 목적
 2. 이론적 배경
  2.1 6시그마 경영의 부상 및 도입
  2.2 6시그마 경영의 성공요인
  2.3 서비스 품질 요인
  2.4 6시그마관련 서비스 품질 개선에 관한 연구
  2.5 공기업 서비스품질
  2.6 6시그마경영의 도입 필요성
 3. 연구설계
  3.1 연구절차
  3.2 연구모형
  3.3 가설설정
  3.4 분석방법
 4. 분석
  4.1 자료수집
  4.2 요인분석
  4.3 신뢰도 분석
  4.4 구조방정식
  4.5 요인별 시그마 수준
  4.6 요인에 따른 개별문항의시그마수준
  4.7 6시그마 포트폴리오 매트릭스(Six Sigma Portfolio Mathx)
 5. 결론
  5.1 연구의 시사점
  5.2 향후방향
 6. 참고문헌

키워드

저자

• 정경희 [ Kyung Hee Jung | 경희대학교 산업공학과 ]
• 조재립 [ Jai Rip Cho | 경희대학교 테크노공학대학 ] 교신저자

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  대한안전경영과학회지 [Journal of Korea Safety Management & Science]

• 간기

  계간

• pISSN

  1229-6783

• eISSN

  2288-1484

• 수록기간

  1999~2025

• 십진분류

  KDC 530 DDC 620