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초록 |
The purpose of this study was to evaluate the satisfaction and to identify
improvement plans through service quality of exhibition using revised IPA
(Importance-Performance Analysis). For achieving the purposes, visitors who
participated in “2013 SBS-GOLF Fair” was selected and totally 295 samples were
collected. The results of this study can be summarized as follows. First, some
attributes in 1 quadrant(Keep up the good work) were indicated ‘kindness of
employees’, ‘expertise of employees’, ‘period’, ‘service demonstration’. Second, some
attributes in 4 quadrant(Concentration) were indicated ‘transportation(accessibility)’,
‘video image’, ‘information dest’, ‘internal flow’, ‘event for visitors’, ‘security
facilities’. In conclusion, improvement plan and implications for the future
development were suggested based on the attributes of service quality in 4 quadrant. |
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