AHP와 IPA 기법을 활용한 서비스 표준화 전략에 관한 연구

Abstract

The service industry is undergoing changes such as digital transformation, and it is expected that the number of employees in all types of service industries will increase in the future. Therefore, service certification and standardization is essential to secure the competitiveness of the domestic service industry along with the leap to high-value-added industries. Existing research has focused on certification and standardization strategies to revitalize specific service sectors, but there is a lack of research on the service industry as a whole. Therefore, this study aims to develop the importance and priority of domestic service standardization strategies using AHP and IPA analysis to secure the competitiveness of the domestic service industry. Prior to the analysis, we first reviewed service standards, the current status of the domestic service industry, the current status of domestic service standards, and the current status of international service standards. Through the literature study, three large categories (pure service standards, service delivery infrastructure standardization, and service-applicable management service standardization) and eight medium categories (logistics and distribution, finance, safety, basic IT, education, telecommunications, tourism, and environment) were identified for AHP analysis. The analysis result of the 100 core service standards strategy showed that the development of standards in the fields of ‘social safety services’ and ‘promising services’ was evaluated as a high priority. The AHP analysis shows that ‘safety’ is the most important and urgent among ‘service delivery infrastructure standardization’, reflecting that safety is a top consideration in the service industry, suggesting that safety-related standards should be given top priority when establishing service standardization strategies. This study is expected to be used as a basis for the development of the domestic service industry and the development of certification by suggesting priorities for policies that reflect the problems of the domestic service industry, changes in the service industry, and prospects for the service industry, and to derive service strategies.