A study on the change in service quality in the era of the 4th industrial revolution compared to the existing service quality evaluation

摘要

This thesis is to review the existing service quality and methods used for evaluation, and to determine whether it is suitable for the rapidly changing 4th industrial revolution era. In the era of the 4th industrial revolution, service targets and processes are expected to change completely, so the existing service quality evaluation method is not expected to be appropriate anymore. Through this investigation, it is necessary to study the direction and method of reviewing service quality suitable for the 4th industrial revolution era.