지하철 서비스 질 평가 모형개발 및 적용

The existing models for evaluating user's satisfaction the subway line no. 1~8 not consider qualitative items and indexes properly, and also does not diversify the evaluation items to follow the change of subway environment. Therefore in this study the evaluation items and indexes that can reflect of the subway users' characteristics are examined and synthesized. Then the two qualitative service evaluation models are developed for the senior subway system users and junior subway system users that are classified with the cluster analysis. Based on the developed evaluation models, main variables affecting the subway customer satisfaction and their influences are derived finally. The result of the study shows that service should be differentiated by the each line's features to improve the customer satisfaction for the subway system. Therefore the evaluation model should consider the qualitative items and the each line's specialities also.