브랜드 커피전문점의 서비스품질이 고객만족과 미래행동의도에 미치는 영향

• 영문명: The Effect of Branded Coffee Chain’s Service Qualities on the Customer Satisfaction and the Future Behavior Intention
• 발행기관: 한국무역연구원
• 저자명: 정철호(Chul-Ho Jung) 김성수(Seong-Su Kim) 윤인환(Inhwan Yoon)
• 간행물 정보: 『무역연구』제10권 제4호, 619~636쪽, 전체 17쪽
• 주제분류: 경제경영 > 무역학
• 파일형태: PDF
• 발행일자: 2014.09.30

영문 초록

This study aims to conduct an empirical study on the effect of service qualities in the branded coffee chain market. Our proposed model incorporates elaborated elements based on the review of the previous literatures. These elements include the service qualities, the customer satisfaction, the repurchase intention, and the recommendation intention, are measured by DINESERV. A total 262 usable responses of the customers who had ever experienced the branded coffee chains were analyzed by using covariance structure model. The major findings from this study are as follows: (1) it showed that the factors of service qualities(tangibles, reliability, responsiveness, and empathy) affected the customer satisfaction positively, where the assurance didn’t. (2) it was confirmed that the customer satisfaction affected the repurchase intention and the recommendation intention significantly. These results have implications both for theory and management practice.

목차

Abstract

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구의 설계

Ⅳ. 실증분석 및 결과 해석

Ⅴ. 결론

참고문헌

키워드

Service Quality DINESERV Customer Satisfaction Future Behavior Intention