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서비스 품질이 CS에 미치는 영향

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Author(s)
노충완
Issued Date
2010
Keyword
서비스품질 CS
Abstract
ABSTRACT

The Effects of Service Quality on the Customer Satisfaction: The Mediating Role of Perceived Value and Trust

by Roh, Chung Wan
Advisor: Park, Jong Chul, Ph. D.
Graduate School of Business Administration,
Chosun University

Today's retail banking institutions face market saturation, products that have become commodities, and the need to operate over more efficiently. Customers are becoming ever more demanding, and in the most service markets they have more options to choose from than ever before. With the continuous growth of competition in the retail banking service marketplace, understanding customers satisfaction, trust and loyalty has become more and more important method of marketing.
Different from the past studies, in this study we postulates that the consumers' trust and value play an essential mediating role in the relationship between the three dimensions(interaction quality, outcome quality, physical environment quality) of the service quality and the customer satisfaction. A model integrating three dimensions of service quality, value and trust, and customer satisfaction is tested using data of 200 young consumers.
The results of data analysis show that the interaction quality positively influences on the trust. However, the interaction quality was a significant impact not on the perceived value. Also, outcome quality positively influences on the perceived value and trust. Physical environment quality positively influences on the perceived value. But, the physical environment quality was a significant impact not on the trust.
Finally, our results indicate that the perceived value and the trust both have a significant influence on the customers satisfaction. Thus, this study demonstrates that perceived value and trust indeed play a mediating role between service quality and the customers satisfaction.
Alternative Title
The Effects of Service Quality on the Customer Satisfaction: The Mediating Role of Perceived Value and Trust
Alternative Author(s)
Roh, Chung Wan
Affiliation
조선대학교 경영대학원
Department
경영대학원 경영학석사학위과정
Advisor
박종철
Awarded Date
2011. 2
Table Of Contents
目 次

표 목차 ...............................................................................................ⅲ
그림목차 ..............................................................................................iii
ABSTRACT ........................................................................................iv

제 Ⅰ 장 서 론 1
제 1 절 문제의 제기 1
제 2 절 연구의 목적 3

제 Ⅱ 장 이론적 배경 및 연구가설 설정 4
제 1 절 서비스 품질 4
1. 서비스 품질 4
2. 서비스 품질의 결과 6
3. 서비스 품질구성 차원 연구 6
4. 서비스 품질 차원의 상대적 중요도 9
제 2 절 연구가설 설정 11
1. 서비스 품질과 지각된 가치와의 관계 11
2. 서비스 품질과 신뢰와의 관계 12
3. 지각된 가치, 신뢰와 고객만족도와의 관계 14
제 3 절 연구모형 15

제 Ⅲ 장 연구방법 16
제 1 절 자료수집 및 응답자 특성 16
제 2 절 변수측정 및 척도정화 18
제 3 절 신뢰성 및 타당성 검토 21

제 Ⅳ 장 분석결과 25
제 1 절 연구모형의 적합도 25
제 2 절 연구가설 검정 26
제 Ⅳ 장 결론 29
제 1 절 연구결과 요약 및 의의 29
제 2 절 연구의 한계점 및 향후연구 31

[참고문헌] 32

[부록] 39
Degree
Master
Publisher
조선대학교 경영대학원
Citation
노충완. (2010). 서비스 품질이 CS에 미치는 영향
Type
Dissertation
URI
https://oak.chosun.ac.kr/handle/2020.oak/1576
http://chosun.dcollection.net/common/orgView/200000241206
Appears in Collections:
Business > Theses(Master)(경영대학원)
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