고객과 관리자의 인식도 조사를 통한 서비스품질향상에 관한 연구

소개글

고객과 관리자의 인식도 조사를 통한 서비스품질향상에 관한 연구에 대한 보고서 자료입니다.

목차

Ⅰ. 서론

Ⅱ. 이론적 고찰
1. 서비스 품질
2. 서비스품질의 평가모형
3. 서비스품질의 측정방법
4. 의료서비스의 품질적 특성

Ⅲ. 연구조사방법
1. 변수의 정의와 측정
2. 자료수집 및 분석방법

Ⅳ. 분석결과 및 해석
1. 측정도구의 신뢰성 및 타당성 분석
(1) 신뢰성 검증
(2) 타당성 검증
(3) 고객과 관리자간의 서비스품질 수준에 대한 인식도의 차이분석
(4) 겸손지수와 자만지수

Ⅴ. 결론
<참고문헌>

본문내용

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키워드

고객 서비스,   서비스 경영,   서비스 품질향상,   서비스 고객 조사,   의료 서비스,   서비스