자동차정비서비스 품질인식 유형과 소비자만족도 및 충성도

• 영문명: The Study on the Service Quality Perception Type, Consumer Satisfaction and Loyalty of Automobile Repair Service
• 발행기관: 전남대학교 생활과학연구소
• 저자명: 홍은실(Eun-Sil Hong) 이민희(Min-Hee Lee)
• 간행물 정보: 『生活科學硏究』生活科學硏究 第20輯, 95~106쪽, 전체 12쪽
• 주제분류: 자연과학 > 생활/식품과학
• 파일형태: PDF
• 발행일자: 2010.12.30

영문 초록

This study explored the relationships between the type of service quality perception, satisfaction and loyalty of automobile repair service consumer. Statistical analysis was achieved by using Chronbach' , frequency, percentage, mean, standard deviation, K-mean cluster analysis, one-way ANOVA, Scheffé test with a total of 1056 questionnaires. The main findings were as follows: First, the degree of sub-dimension of automobile repair service quality, consumer satisfaction and loyalty were relatively high. Second, according to sub-dimension of automobile repair service quality, consumers were classified into 3 types - high service quality perception type, middle service quality perception type and low service quality perception type. Third, service quality perception type was found to have significant differences according only period of driving among demographic variable and characteristic variable related automobile. Fourth, consumer satisfaction and loyalty were found to have significant differences according service quality perception type. That is, the groups showing a higher degree of service quality perception also indicated higher satisfaction and loyalty.

목차

Abstract

Ⅰ. 서론

Ⅱ. 선행연구 고찰

Ⅲ. 연구방법

Ⅳ. 연구결과

Ⅴ. 요약 및 결론

참고문헌

키워드

서비스 품질인식 유형 소비자만족도 충성도 service quality perception type satisfaction loyalty