Infrastructure Service Assessment Model Based on a Service Quality Gap Model—Focused on South Korea

Seulki Lee
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Seulki Lee: Department of Architectural Engineering, Kwangwoon University, Seoul 01897, Korea

Sustainability, 2022, vol. 14, issue 1, 1-24

Abstract: To improve the quality of life (QOL) of the citizen, it is essential to not only to secure a quantitative stock, such as the number or extension of individual infrastructure, but to also understand the perspective of the public on service levels and the demand for infrastructure. In this study, an infrastructure service level assessment model that reflects the demands of citizens is proposed, and the importance and adequacy of infrastructure service indexes for setting priorities and goals for the investment of government funds in infrastructure are verified. The evaluation items used in this model included usability, accessibility, and recovery speed. The infrastructure service level for 12,500 Korean citizens was surveyed using the proposed assessment model, and the results reveal that the satisfaction of citizens with their residences had a significant effect on the QOL improvement, and that the level of infrastructure performance in a residential area significantly affected the satisfaction of citizens with their residences. In addition, the results revealed that the quantitative and qualitative aspects of infrastructure should be simultaneously considered. Lastly, the possible application of this model for the evaluation of the effectiveness of investment for infrastructure improvement is proposed.

Keywords: quality of life; infrastructure service; service quality gap model; needs of residents (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2022
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