종업원의 행동과 고객만족 사이의 상관관계에 관한 연구 - 패스트푸드 레스토랑을 중심으로 -

• 영문명: An Empirical Study on Relationship between Clerk's Attitude and Customer's Satisfaction
• 발행기관: 한국상품학회
• 저자명: 김기수(Kim Ki-Soo)
• 간행물 정보: 『상품학연구』제33호, 19~39쪽, 전체 21쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2004.12.01

영문 초록

This paper had a purpose to search a relationship between behavioral factors and customer's satisfaction. To study such a relationship, the reliability, the responsiveness, the credibility and the understanding customers, based on ERVQUAL factors, were selected. And the research was performed on about 200 responses. Among the factors, the responsiveness and the credibility has strong relationship with the satisfaction. The results can give some implications on the fast-food industry: due to the characteristics of the industry, customers want to precise responses and courtesy from sales persons.

목차

Ⅰ. 연구의 배경 및 목적

Ⅱ. 이론적 배경

Ⅲ. 가설의 설정 및 연구 방법

Ⅳ. 자료의 수집과 분석

Ⅴ. 가설의 검정 및 결론

참고문헌

Summary