Abstract:

Most of the preceding studies of service have been limited to service quality-related studies revolving around SERVQUAL. In terms of content, most of the research studies have focused on customer satisfaction with the service quality, and on whether such satisfaction plays an influential part in customers’ decision to repurchase. However, the results of such studies are somewhat ambiguous when researchers have sought to find improvements by applying them to service enterprises or individuals. The objective of this study is to recommend a specific methodology to be used by small businesses or small individual enterprises to find elements for service quality improvement without the need for consultation or advice from service expert consultants. In order to achieve the research objective, the existing service blueprint model was selected as the basic framework, and preceding research studies related to specifically detailed implementation methodologies were explored.