Assessing pet industry in Korea using service quality improvement gap model
by Hae-Geun Song; Sung-Uk Lim
International Journal of Technology, Policy and Management (IJTPM), Vol. 15, No. 1, 2015

Abstract: Pet industry is anticipated to be growing at a high speed and relative pet policies will be in place soon as the Korean population is ageing. However, there has been no scientific approach to assess the pet industry and to improve it. For this, the authors propose a Service Quality Improvement (SQI) gap model with the improvement of quality attributes as a priority, which takes into consideration the two gaps between the satisfaction levels of employees and customers and between those of the own company and the competitors. The current study empirically analyses Korea's leading animal hospital and derives seven service quality attributes for the hospital. This paper surveys 56 regular customers and 36 internal employees. The results show that service quality attributes can be prioritised for improvement by using the proposed model. A validity test is conducted and suggestions for successful pet industry in Korea are also presented in this paper.

Online publication date: Thu, 05-Mar-2015

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Technology, Policy and Management (IJTPM):
Login with your Inderscience username and password:

    Username:        Password:         

Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email