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지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
이용수
초록· 키워드
오류제보하기
The purpose of this survey was to investigate how service quality affects customer satisfaction and customer loyalty.
The subjects of this survey were elementary school children taking Taekwondo class, and 300 participants were sampled by using convenience sampling. 271 participants completed the survey and their responses were actually used in the analysis. Questionnaires returned from 29 respondents had to be dropped from the analysis, because their responses were judged insincere or were not filled in the questionnaires completely.
Reliability of questionnaire was verified by using Cronbach’s Alpha, which showed that program had a Chronbach’s Alpha level of .7491; interactions, .6720; physical environment, .7622; performance, .6351; customer satisfaction, .6821; cognitive loyalty, .6509; and behavioral loyalty, .6082.
Analytical techniques used in this research work were frequency analysis, t-test, one-way ANOVA, post-hoc analysis using a Scheffe"s test, correlation analysis, and regression analysis. Results from the above survey and analysis of data and information revealed the following:
First, there were significant differences in service quality perception according to gender in terms of program and physical environment; and significant differences according to school years in terms of program, interaction and performance; and significant differences according to degree of training in terms of interaction, physical environment and performance; and significant differences according to duration of training in terms of interaction, physical environment and performance.
Second, there were significant differences in customer satisfaction according to individual characteristics in terms of gender, school year, duration of training.
Third, there were significant differences in customer loyalty according to school year in terms of cognitive loyalty; and significant differences in customer loyalty according to duration of training in terms of cognitive loyalty and behavioral loyalty; and significant differences in customer loyalty according to duration of training in terms of cognitive and behavioral loyalty.
Fourth, the results from regression analysis of service quality perception and customer satisfaction revealed that customer satisfaction was significantly influenced by program, interaction and performance.
Fifth, the results from regression analysis of service quality perception and customer loyalty indicated that cognitive loyalty was significantly influenced by program, interaction, physical environment and performance, and that behavioral loyalty was significantly influenced by physical environment.
Sixth, the results from regression analysis of customer satisfaction and customer loyalty revealed that customer satisfaction had a significant influence on behavioral loyalty.
The subjects of this survey were elementary school children taking Taekwondo class, and 300 participants were sampled by using convenience sampling. 271 participants completed the survey and their responses were actually used in the analysis. Questionnaires returned from 29 respondents had to be dropped from the analysis, because their responses were judged insincere or were not filled in the questionnaires completely.
Reliability of questionnaire was verified by using Cronbach’s Alpha, which showed that program had a Chronbach’s Alpha level of .7491; interactions, .6720; physical environment, .7622; performance, .6351; customer satisfaction, .6821; cognitive loyalty, .6509; and behavioral loyalty, .6082.
Analytical techniques used in this research work were frequency analysis, t-test, one-way ANOVA, post-hoc analysis using a Scheffe"s test, correlation analysis, and regression analysis. Results from the above survey and analysis of data and information revealed the following:
First, there were significant differences in service quality perception according to gender in terms of program and physical environment; and significant differences according to school years in terms of program, interaction and performance; and significant differences according to degree of training in terms of interaction, physical environment and performance; and significant differences according to duration of training in terms of interaction, physical environment and performance.
Second, there were significant differences in customer satisfaction according to individual characteristics in terms of gender, school year, duration of training.
Third, there were significant differences in customer loyalty according to school year in terms of cognitive loyalty; and significant differences in customer loyalty according to duration of training in terms of cognitive loyalty and behavioral loyalty; and significant differences in customer loyalty according to duration of training in terms of cognitive and behavioral loyalty.
Fourth, the results from regression analysis of service quality perception and customer satisfaction revealed that customer satisfaction was significantly influenced by program, interaction and performance.
Fifth, the results from regression analysis of service quality perception and customer loyalty indicated that cognitive loyalty was significantly influenced by program, interaction, physical environment and performance, and that behavioral loyalty was significantly influenced by physical environment.
Sixth, the results from regression analysis of customer satisfaction and customer loyalty revealed that customer satisfaction had a significant influence on behavioral loyalty.
목차
Ⅰ. 서론
Ⅱ. 연구방법
Ⅲ. 결과
Ⅳ. 결론 및 제언
참고문헌
ABSTRACT
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UCI(KEPA) : I410-ECN-0101-2013-698-002660292