멀티플렉스영화관에서의 고객만족과 고객의도에 관한 연구

• 영문명: A Study on Customer's Satisfaction and Intention in Multiplex Theater
• 발행기관: 한국산업경영시스템학회
• 저자명: 장경(Kyung Chang) 고현민(Hyun-Min Ko)
• 간행물 정보: 『산업경영시스템학회지』제28권 제2호, 1~7쪽, 전체 7쪽
• 주제분류: 공학 > 산업공학
• 파일형태: PDF
• 발행일자: 2005.06.01

영문 초록

Today, it can not be denied that customer's satisfaction is one of the most important key factors for business success. This paper studies relationships between customer's satisfaction and intention in multiplex, where customer satisfaction means several kinds of the satisfaction of both facility and personnels inside and outside multiplex while the intention means that customer has the intention that he/she will revisit, inform by word of mouth, and stay at multiplex in the future. 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. The relation between customer's satisfaction and his/her favorable intention is positive. With the information given in this paper we can notice which kind of satisfaction is highly related to each intention of customer, so that multiplex can be operated more effectively toward high revenue.

목차

Abstract

1. 서론

2. 고객만족과 고객의도의 관계 분석

3. 멀티플렉스의 고객 만족 비교

4. 멀티플렉스의 고객의도 비교

5. 결론

참고문헌