Kim, K.-J., H.-W. Cho, I.-J. Jeong, J.-C. Park, Y.-J. Park, C.-G. Kim, and T.-H. Kim. “SERVICE QUALITY ANALYSIS AND IMPROVEMENT: DEVELOPMENT OFA SYSTEMATIC FRAMEWORK”. International Journal of Industrial Engineering: Theory, Applications and Practice, vol. 13, no. 2, Feb. 2022, pp. 177-8, doi:10.23055/ijietap.2006.13.2.435.