멀티플렉스에서의 물리적 서비스환경과 고객의 만족에 관한 연구

• 영문명: A Study on Physical Service Environment and Customer's Satisfaction in Multiplex
• 발행기관: 한국산업경영시스템학회
• 저자명: 장경(Kyung Chang) 고현민(Hyun-Min Ko)
• 간행물 정보: 『산업경영시스템학회지』제27권 제2호, 29~36쪽, 전체 8쪽
• 주제분류: 공학 > 산업공학
• 파일형태: PDF
• 발행일자: 2004.06.01

영문 초록

As Lately movie industry and related market becomes larger and people have had more spare time, people's interest in multiplex grows higher. This paper studies relationships between physical service environment and customer's satisfaction in multiplex. The number of subjects in this study is 346 persons stayed at four multiplexes, among which we obtained valid responses from 326 persons through questionnaire investigation. We held hypotheses for the relationships, and for the testing, used methods are Spearman's correlation, Mann-Whitney test, etc, and for statistical analysis, SPSS 10.1 software was used. Thus, we found statistically significant results, that is, the relation between physical service environment and customer's satisfaction is positive: the higher evaluation about physical service environment is, the more customer's universal satisfaction is. Information about the significant relation's intensity of many indicators in physical service environment, which is given in this paper, can be used for attaining higher customer satisfaction and spreading more effective management activities in multiplex.

목차

Abstract

1. 서론

2. 물리적 서비스 환경과 고객의 전반적 만족의 가설

3. 물리적 서비스 환경과 고객의 전반적 만족 관계 가설 분석

4. 결론

참고문헌