A Comparative Study on the Service Efficiency Index(SEI) and Service Quality Consistency Index(SQCI) using the SQI

Song, Gwang-Suk; Yoo, Han-Joo

Journal of Korean Society for Quality Management > Volume 36(4); 2008 > Article

Journal of Korean Society for Quality Management 2008;36(4): 102-.

SQI를 이용한 서비스효율성지수(SEI) 및 서비스품질 일관성지수(SQCI)의 비교연구

송광석¹, 유한주²

¹경북대학교 경영학부
²숭실대학교 경영학부

A Comparative Study on the Service Efficiency Index(SEI) and Service Quality Consistency Index(SQCI) using the SQI

Gwang-Suk Song¹, Han-Joo Yoo²

¹Division of Business Administration, Kyungpook National University
²Division of Business Administration, Soongsil University

ABSTRACT

The most widely used models to study the quality of service are the SERVQUAL and SERVPERF models that measure service mechanisms. This paper is to estimate service efficiency and consistency for Retail Industry. We tried to measure the service quality and overall satisfaction by using DEA and PCI, degree of combination and top2box which is a little bit different methodology from traditional ones. Rather than using the usual method of converting the service quality index by mean value, the Service Efficiency Index(SEI) and Service Quality Consistency Index(SQCI) are used to measure the efficiency and consistency level, which in turn can be used as the new service quality indices. The result of SEI and SQCI show the efficiency frontier in retail industry that 6 DMUs are analyzed relative efficient DMUs, 12DMUs are inefficient DMUs and retail Industry consistency level appeared low(0.35-0.47) Also, there is a significant difference in terms of efficiency and consistency in the each retail industry. Finally, we showed the summarized result as the Effi-Con Matrix

Key Words: Service Quality Consistency Index;Service Efficiency Index;