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검도장의 효율적인 경영을 위한 서비스품질 평가 및 개선우선순위 분석
Author
전기제, 김종우
Journal Title
한국체육학회지
Publication Year
2020
Topics
Summary
This study aims to evaluate the service quality factors of Kumdo clubs and derive improvement priorities through the Delphi method, Kano model, and PCSI analysis. Through expert surveys and adult trainee surveys, 22 service quality factors were identified, with accessibility, communication, and health improvement being important factors. PCSI analysis revealed that Kumdo practical ability, related knowledge, and kind attitude significantly impact customer satisfaction.
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