The era of express train in Korea has come since April in 2004. The KTX(Korea Train Express) which has introduced the technology of TGV of France is regraded as good as the ICE of Germany or Shinkansen of Japanese in its hardware aspects. However there are still many things to be improved in its software aspects such as the quality of services, since the new express railway system is in the early beginning stage. To improve the quality of services, we should first measure and analyze the current level of the service quality. Using SERVQUAL model, the service level of KTX is measured and analyzed in this paper. Issues on how to improve the service quality are discussed based on the measurement and analysis.

• 윤성필 | Yoon, Seong-Pil
• 임성욱 | Lim, Sung-Uk
• 손은일 | Son, Eun-Il
• 김창수 | Kim, Chang-Soo