신B2B서비스유통포맷으로서의 비즈니스센터의 서비스품질 평가척도 개발

• 영문명: Developing the Service Quality Scale of Business Center: A New B2B Service Retailing Format
• 발행기관: 한국유통과학회
• 저자명: 김승섭(Seung Sub Kim) 유동근(Dong Keun Yoo) 이필수(Phil Soo Lee)
• 간행물 정보: 『유통과학연구(JDS)』제12권 제11호, 101~111쪽, 전체 11쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2014.11.30

영문 초록

Purpose - This study aims to verify the construct of the service quality suitable to the characteristics of the business center, to develop the scale that can measure the service quality objectively, compare the diverse business centers in Korea, and present desirable methods of business center management and operation. Research design, data, and methodology - In the first stage, literature research and focus group interviews with current users and actual business experts of business centers were conducted. In addition, 69 early stage scale items were derived. In the second stage, a Delphi survey was conducted on the experts of business and academic circles. The measurement items in the early stage were supplemented and revised. The content validity rate (CVR) of 69 measures was computed and then the experts' opinions were used. As a result, the business center service quality scale, made up of 9 organizing factors and 36 measurement items, was constructed. In the third stage, a survey was conducted on the occupants who were currently using the business center. It was to confirm if the developed business center service quality scale could be actually utilized. The data of 435 samples collected were used. To refine the scale items, the exploratory factor analysis (EFA) was conducted repeatedly. Results - The business center service quality scale, made up of 8 factors and 33 items, was developed again. The 8 factors are reliability, speed, kindness, specialty, responsibility, appearance, convenience, and public interest. The reliability coefficient (Cronbach's Alpha) of each factor is greater than .7. Thus, it was confirmed that there was reliability in the measurement items. Further, the model suitability was verified using the confirmatory factor analysis (CFA), and the convergent validity and the discriminant validity were verified. This proved the construct validity. Through this process, the Korea Business Center Service Quality Scale was developed. Based on fa

목차

Abstract

1. 서론

2. 이론적 배경

3. 연구설계

4. 연구 결과

5. 결론 및 제언

References

키워드

Business Center Service Quality Scale Korea Business Center Service Quality Scale Business Incubater Center