Kim, K.-J., Cho, H.-W., Jeong, I.-J., Park, J.-C., Park, Y.-J., Kim, C.-G. and Kim, T.-H. 2022. SERVICE QUALITY ANALYSIS AND IMPROVEMENT: DEVELOPMENT OFA SYSTEMATIC FRAMEWORK. International Journal of Industrial Engineering: Theory, Applications and Practice. 13, 2 (Feb. 2022), 177–187. DOI:https://doi.org/10.23055/ijietap.2006.13.2.435.