공사(公私) 혼합영역에 있어 서비스품질경영에 관한 연구

Lots of research on service quality in the private sector have been performed, based on the SERVQUAL model. Many researchers simply replicated the model and confirmed their results in the public sector, too. However, as the importance of the hybrid organizations has emerged in this country, a new approach for the SERVQUAL model needs to be applied in the hybrid sector. The purpose of study is to test the hypotheses related to the quality issues in the hybrid sector. the results show that the public quality factors affect significantly the private quality factors and the customer satisfaction factor, and also show that the customer satisfaction factor affects significantly the enterprise outcomes and the public outcomes. herewith the results show that the enterprise outcomes affect significantly the public outcomes.