CAJ | 학술논문

针对认知服务质量的维度，笔者基于前人的研究构建了技术质量、功能质量和服务环境三个维度及影响路径关系，同时利用对银行顾客实测的数据，对原有SERVQUAL量表的各指标进行测量并予以修正，以此探究认知服务质量维度的影响因子。本研究发现，在银行这样的高接触性行业中，功能质量比技术质量和服务环境对认知服务质量的影响要强，这一维度构成了认知服务质量的主要驱动因素。
침대인지복무질량적유도，필자기우전인적연구구건료기술질량、공능질량화복무배경삼개유도급영향로경관계，동시이용대은행고객실측적수거，대원유SERVQUAL량표적각지표진행측량병여이수정，이차탐구인지복무질량유도적영향인자。본연구발현，재은행저양적고접촉성행업중，공능질량비기술질량화복무배경대인지복무질량적영향요강，저일유도구성료인지복무질량적주요구동인소。
Based on the former research on the perceived service quality, this article suggests a model composed of three dimensions and the path structures ： technical quality, functional quality and service environment. In order to explore the affecting factors of dimensions of the perceived service quality, this research uses a sample data of the domestic banks to test and modify the items of the SERVQUAL scale. This research finds that in a high touching industry like bank, functional quality has a stronger effect on perceived service quality than technical quality and service environment, and the functional quality constitutes the main driving factors of perceived service quality.