서비스품질, 서비스가치, 만족, 관계의 질 및 재 이용의도의 구조적 관계

목차

1. 서론
2. 이론적배경
3. 연구가설 및 연구모형
4. 연구방법
5. 실증분석결과
6. 결론

본문내용

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Empirical Research on Structural Relationship among Service Quality, Service Value, Satisfaction, Relation Quality, and Re-Use Intention
)* Professor, Chosun University, Kwangju, Korea, 501-759
** Doctoral Student, Chosun University, Kwangju, Korea, 501-759
Kim, Jong Ho*·Shin, Yong Seoup**
This research aims to investigate the structural relationship among service quality, service value, satisfaction, relation quality and re-use intention and to establish the conceptual framework for the relationship between customer and service supplier. This research employs LISREL 8.30 for an empirical approach. With consumers in beauty shops supplying intangible and autonomous-oriented services, it was found that (1) perceived service quality was positively related to service value, satisfaction, relation quality and re-use intention, (2) service value encouraged satisfaction and relation quality, (3) satisfaction and relation quality showed relationship with re-use intention while no relationship between service value and re-use intention was tested, (4) re-use intention presented relatively strong relationship with relation quality geared from interaction between customer and service supplier than with customer satisfaction.
Some implications of these results are discussed. Among others, it is noted that the small and customized firms must put their attention on relationship marketing.

키워드

서비스,   품질,   가치,   만족