B2B 거래관계에서 고객가치, 고객만족, 관계지속의도에 영향을 미치는 관계품질에 관한 연구

• 영문명: A Study on Relationship Quality Influencing Customer Value, Customer Satisfaction and Relationship Retention Intention in the B2B Transaction：Focused on Clients of PCB Manufacturing Corporation
• 발행기관: 한국IT서비스학회
• 저자명: 김민정(Min Jeong Kim) 이재광(Jae Kwang Lee) 정종관(Jong Kwan Jeong)
• 간행물 정보: 『한국IT서비스학회지』한국IT서비스학회지 제13권 제4호, 139~153쪽, 전체 15쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2014.12.31

영문 초록

The purpose of this study is to examine the impact of relationship quality on customer value, customer satisfaction and relationship retention intention in the B2B transaction relationship. For the empirical study, we conducted a survey of the PCB corporation's client companies and used 110 surveys of them for analysis. The results of this study are summarized as follows：First, trust, relationship satisfaction, unity and performance as factors of relationship quality had significantly positive effect on relationship retention intention by the medium of customer satisfaction. Second, utilitarian value which is a parameter did not have significantly effect on customer satisfaction and relationship retention intention. Whereas, hedonic value which is influenced by relationship satisfaction, unity and performance had significantly positive effect on customer satisfaction and relationship retention intention. These results are not treated weightily in the preceding studies and managing the hedonic value in B2B transaction relationship is considered important to improve the customer satisfaction and relationship retention intention.

목차

Abstract

1. 서론

2. 이론적 배경 및 연구 가설

3. 연구 모형

4. 표본 및 결과 분석

5. 결론

References

키워드

CRM Relationship Quality Customer Value Customer Satisfaction Relationship Retention Intention B2B