한ㆍ중 고객의 서비스 점포에 관한 만족과 충성도에 관한 실증적 연구

• 영문명: A Empirical Study on the Satisfaction and Loyalty on the Service Store of Korean and Chinese Customer
• 발행기관: 한국통상정보학회
• 저자명: 박상선(Sang-Sun Park) 진재성(Jae-Seong Jin)
• 간행물 정보: 『통상정보연구』제10권 제2호, 433~453쪽, 전체 21쪽
• 주제분류: 사회과학 > 무역학
• 파일형태: PDF
• 발행일자: 2008.06.30

영문 초록

Customer satisfaction and loyalty are becoming an increasing salient topic in many firms and in academic research. This study places significance in establishing corporate marketing strategy via analyzing and understanding purchasing by Korean and Chinese customer, especially those for service store, who serve as the core in marketing activities. To objectives of this study are to investigate which antecedent variables have significant effects on consumer perceived satisfaction or loyalty and to examine whether these factors have differences between Korean and Chinese customer.To test the hypotheses, such antecedent variables as the product quality, service quality, store reputation, store image. All variables are significant factors in both Korean and Chinese customer.Under the current increasingly rapid competitive market, product/service quality, store reputation/image can provide customer satisfaction and loyalty, can generate continual customer expansion of current customer through the reuse intention and can contribute to the expansion of new customers.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구모형 및 가설설정

Ⅳ. 연구방법

Ⅴ. 가설검증 및 실증분석

Ⅵ. 결론

참고문헌

Abstract

키워드

product quality service quality store reputation store image satisfaction and loyalty Korean and Chinese customer