A study measuring university educational service quality using importance-satisfaction transformed index

중요도-만족도 변환지수를 이용한 대학 교육서비스 품질 측정 연구

  • Choi, Kyoung-Ho (Department of Basic Medical Science, Jeonju University) ;
  • Kang, Sung (School of Management Administration, Jeonju University)
  • 최경호 (전주대학교 기초의과학과(통계학과)) ;
  • 강성 (전주대학교 경영학부)
  • Received : 2011.06.07
  • Accepted : 2011.07.12
  • Published : 2011.08.01

Abstract

Today, as the number of applicants for admission decreases, competition among universities is deepening in Korea. Especially, the existence of local universities has led to intense competition to increase the enrollment rate of new students and reduce dropout rate. To survive in this competition, local universities are making various efforts; however, the primary problem is improving their educational service quality. In this study, we have developed a device to measure educational service quality which can be applied to the field of higher education, and factors that determine educational service quality are dragged through this device. In addition, this research identifies which statistically significant factors play a part in overall satisfaction and word of mouth effect, and interprets 29 quality attributes using importance-satisfaction transformed index.

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