Assessing pet industry in Korea using service quality improvement gap model

被引：0

作者：

Song, Hae-Geun ^{[1
]}

Lim, Sung-Uk ^{[2
]}

机构：

[1] College of Business Administration, Dongguk University, Seoul

[2] Department of Industrial and Management Engineering, Daejin University, Pocheon

来源：

International Journal of Technology, Policy and Management | 2015年 / 15卷 / 01期

关键词：

Employees satisfaction; Gap analysis; Improvement priority; Pet industry; Service profit chain; Service quality attributes; Service quality improvement; SERVPERF; SERVQUAL; SQI gap model;

D O I：

10.1504/IJTPM.2015.067791

中图分类号：

R [医药、卫生]; TH77 [医药卫生器械];

学科分类号：

10 ; 1004 ;

摘要：

Pet industry is anticipated to be growing at a high speed and relative pet policies will be in place soon as the Korean population is ageing. However, there has been no scientific approach to assess the pet industry and to improve it. For this, the authors propose a Service Quality Improvement (SQI) gap model with the improvement of quality attributes as a priority, which takes into consideration the two gaps between the satisfaction levels of employees and customers and between those of the own company and the competitors. The current study empirically analyses Korea's leading animal hospital and derives seven service quality attributes for the hospital. This paper surveys 56 regular customers and 36 internal employees. The results show that service quality attributes can be prioritised for improvement by using the proposed model. A validity test is conducted and suggestions for successful pet industry in Korea are also presented in this paper. Copyright © 2015 Inderscience Enterprises Ltd.

引用

页码：2 / 20

页数：18

共 36 条

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