A study on the Inventing Service Process Development Model (MAVIC) Based on SERVQUAL

The service industry is becoming greater importance in the current economy. The service quality has become an important competitive factor in service industry. Until now, 6 sigma method has well accomplished in manufacturing industry. 6 sigma method has been applied to the service industry to improve service quality, but it has not been reported that 6 sigma method is a successful method for service industry to improve service quality. In this paper, we suggest a MAVIC model to improve service quality. It is a model which is combined with advantages of a SERVQUAL model and 6 sigma method. We has proved its effect with applying a MAVIC model to real service techniques.