The Impact of Service Quality on Customer Satisfaction, Service Value, and Store Loyalty in a University-Based Convenience Store

• 발행기관: 한국유통과학회
• 저자명: Jong-Lak Kim Young-Chul Lee Sang-Ho Han Su-Ji Lim
• 간행물 정보: 『유통과학연구(JDS)』제11권 제5호, 5~15쪽, 전체 11쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2013.05.30

영문 초록

Purpose - The purpose of this study is to investigate the impact of the service quality of a university-based convenience store on consumer satisfaction, service value, and customer loyalty. Research design, data, and methodology - The questionnaire was developed by using the modified and supplementary questions based on the KD-SQS model. We used the SPSS/PC 18.0 and AMOS 18.0 statistical packages to analyze the results. For validating the research hypothesis and the structural relationship of the research model, path analysis was used. Results - The overall results of this study are as follows. We found that benefits, promotion, and convenience had a significant impact on two variables: customer satisfaction and service value. Conclusions - The basic benefits, promotions, and convenient facilities in the university-based convenience store have already received favorable reviews. Therefore, for improving customer satisfaction, it is important to improve the reliability of service, quality of human interaction, and customer service.

목차

Abstract

1. Introduction

2. Theoretical Background

3. Research Design

4. Research Result

5. Conclusion

References

키워드

Convenience Store Service Quality Service Value Service Satisfaction Store Loyalty