In spite of the development of the service industry, research on measuring customers' service satisfaction is far insufficient. Therefore, ways to measure the service qualify accurately need to be established due to the ambiguous types of service business. This research classifies the types of service business into service factory, service shop, mass service, professional service by using Schmenner's Service Process Matrix and conducts research on domestic literature that measured service satisfaction with Servqual and ServPerf. This study intends to suggest guidelines to measure customer satisfaction according to types of service business by researching ways to measure service satisfaction according to the types of service business and analysing the actual application methods based on a table that summarizes previous research on Servqual and Servperf.

Abstract
 1. 서론
  1.1 연구의 목적
  1.2 연구범위
 2. 이론적 배경
  2.1 슈매너(Schmenner) 의 서비스 프로세스 매트릭스
  2.2 서비스 만족도 측정방법
 3. 문헌연구
  3.1 SERVQUAL
  3.2 SERVPERF
  3.3 문헌연구 분석
 4. 결론
  4.1 연구의 요약 및 시사점
  4.2 연구의 한계점 및 추후 연구방향
 5. 참고문헌

• 오선일 | Oh Sun Il
• 강경식 | Kang Kyung Sik