Decision support system for service quality management using customer knowledge in public service organization

Abstract

As the service quality has been reconsidered in the public sector as well as private enterprises, the need for public sectors to adopt principle and practices of private sectors is concerned with customer-focused approach. However, the different business culture of public service organizations makes it difficult to improve service quality. It is required to establish a structured framework that leads employees to make efforts to improve their service delivery processes and supports continuous improvement of service delivery processes based on the data about the process performance from the customer-perceived value-oriented viewpoint.In this paper, we propose a structured framework that identifies the key service processes, validates from customer perspectives and establishes the measurements to monitor based on the data about the process performance. It uses periodic customer satisfaction index (CSI) surveys (S.C. Park) for understanding customer-perceived values. The proposed framework consists of three phases; the questionnaire design, the key process (KP) identification from the integrated viewpoints of importance and contribution, and the key process indicator (KPI) derivation and management. For the application, we established a web-based decision support system for a public service organization for tourism in Korea.