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ISSN : 1738-3110
Application of Importance-Performance Analysis in Highway Service Area's Performance
Ha, Jae-Hyeok
Yoon, Nam-Soo
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Abstract
Recently, highway service becomes a very important service in highways. Highway service is considered as a positive interaction method between highway service companies and customers. From this perspective, this study was to investigate the relationships between influencing factors of highway service and user satisfaction. And, this research was to examine the differences between importance and performance of highway service factors using IPA (Importance-Performance Analysis). The result of this study has categorised the 22 highway service attributes into seven highway service selection factors: food, culture, kindness and health, products, large space, employee and Phone, facility. Using IPA, this study has compared the importance and performance of highway service selection factors, as perceived highway service customers. The empirical findings suggest that strategic framework using IPA gives guidelines that improve effectiveness of highway service.
- keywords
- 고속도로 휴게소, 만족도, 중요도, 전반적만족도, 재방문의도
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