SERVQUAL 모델을 이용한 UNI-PASS(전자통관시스템) 이용자 만족도에 관한 연구

• 영문명: Measuring Service Quality in Using UNI-PASS : An Application of SERVQUAL
• 발행기관: 한국국제상학회
• 저자명: 홍의(Eui Hong)·노용운(Yong-woon Ro)
• 간행물 정보: 『국제상학』國際商學 第24卷 第1號, 171~196쪽, 전체 26쪽
• 주제분류: 경제경영 > 무역학
• 파일형태: PDF
• 발행일자: 2009.03.30

영문 초록

With the proliferation of internet applications, the customs procedure in Korea has become easier and more rapid with assistance of UNI-PASS, the new clearance system which is established on the internet-based technology. The key of UNI-PASS is to merge all information required for passing through customs and communications into a single window on the website for streamlining the whole procedure and improving the quality of customs service. The purpose of this paper is to understand the factors of measuring service quality in using UNI-PASS by adapting SERVQUAL model and identifying discrepancies between users' expected and perceived satisfaction. The research findings suggest that perceived service qualities apparently lag behind those of users' expectation. In an attempt to raise service quality, several managerial recommendations are extracted and some directions for future research are suggested.

목차

Abstract

Ⅰ. 서 론

Ⅱ. 이론적 고찰

Ⅲ. 연구설계

Ⅳ. 분석결과

Ⅴ. 결 론

참고문헌

키워드

SERVQUAL UNI-PASS 통관서비스품질 전자통관시스템