A Study on Factors Determining Service Quality of Public Restroom by Applying the AHP Technique

Abstract

Background/Objectives: Restroom construction is reflection of life style of the user, and, in building it, one should avoid stereotypical plan, and consider it as not a problem of facilities, but human problem. Accordingly, this study wants to extract factors deciding service quality of public restroom and priorities, and use them in establishing restroom policy and basic researches on it.
Methods/Statistical analysis: Based on previous researches, this study extracted factors in deciding service quality, and temporarily designed the AHP model, and determined the analytical frame through consultation with specialists and preliminary survey. The survey was conducted from March 5 to 23, 2018 to specialists. Among 24 specialists whom participated in the survey, the survey sheets of 20 specialists were effective, and they were used in the final analysis. To analyze characteristics of the sample, this study used the SPSS program, and to analyze relative importance, it used Microsoft Office Excel 2010.
Findings: Previous studies led us to use 5 sections (tangibles, reliability, Assurance, responsiveness, and empathy) as bases of extracting factors determining restroom service quality. And, this study chose 5 factors for each dimension. So, the total number of factors is 25.
Relative importance orders among 5 sections are as follows.
Tangibles(public nature>economy>dramatic character>eco-friendliness>non-daily life),
Reliability (convenience to use>convenience to maintain>durability>function>safety),
Responsiveness (openness>quickness>spontaneity>responsiveness>community),
Assurance (freshness>safety>specialtyof cleaner>reliability>specialty ofmaintenance)
Empathy (convenience>accessibility>noticeability>cultural characteristics> understanding of user)
By adding weights on each element, this study got the top 5: public character, convenience to use, openness, freshness, and psychological stability. The bottom5were understanding of users, community, non-daily life, specialty of maintenance man or official, and reliability.
Improvements/Applications: This study has its ultimate goal to upgrade life quality of restroom users by increasing their satisfaction. The findings of this study can be used assources for extracting ways to diagnose public restroom levels, and to improve them. In addition, they can be used for resources for scholastic researches.