A Empirical Study on Applying the BSC for Service Quality Development

Kim, Hyung-Wook; Kwon, Hyuck-Tae; Oh, Hyung-Seok

Journal of Korean Society for Quality Management > Volume 37(1); 2009 > Article

Journal of Korean Society for Quality Management 2009;37(1): 20-.

서비스품질향상을 위한 BSC적용방안에 관한 실증연구 - 호텔기업을 중심으로 -

김형욱, 권혁태, 오형석

홍익대학교 경영대학 경영학과

A Empirical Study on Applying the BSC for Service Quality Development

Hyung-Wook Kim, Hyuck-Tae Kwon, Hyung-Seok Oh

Department of Business Administration, Hongik University

ABSTRACT

This study was designed to examine the existing studies on Balanced Score Card(BSC) which is being spot-lighted as the performance system in hotel industries. In addition, this study also examines the effects of BSC on service qualities when applied in service industries. Services business have different features from other manufacturing industries and also highly value the importance of service quality as a factor which can directly affect the performance in service industries. Therefore, the performance system measuring service Qualify need to be developed in terms of BSC. This study is to prove the need of strategic approach to achieve improvements in service quality using BSC. For this study, Statistical similarities were used to prove the interrelationship between service quality and four factor in BSC. However, there was a limit on the statistical and study model. To overcome the problems, more related studies need to be followed up for a general use.

Key Words: Service Quality;Balanced Score Card(BSC);Hotel;