여행도매업체에 대한 여행소매업체의 지각된 서비스품질이 만족과 충성도에 미치는 영향

• 영문명: The Effects of Perceived Service Quality on Tour Retailers' on Customer Satisfaction and loyalty to Tour Wholesalers
• 발행기관: 한국관광학회
• 저자명: 김선희
• 간행물 정보: 『관광학연구』제33권 제1호, 263~282쪽, 전체 20쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2009.02.28

영문 초록

This study is to examine the reciprocal relationship between a tour retailers’ perceived service quality, customer satisfaction, and loyalty. Author proposes a multidimensional model of service quality, in which customers' perceptions of service quality of travel agencies consists of three primary dimensions: interaction, core, assistance, all of which are defined by 11 sub-dimensions. I considered 5 hypotheses. Of the five, three were accepted. The summary of results is as follows; first, the interaction and core qualities had a direct effect on the tour retailers’ satisfaction and an indirect effect on loyalty; second, the retailers’ satisfaction had a positive effect on loyalty; third, the core quality was the most important factor affecting customer satisfaction.

목차

I. 서론

II. 이론적 배경과 가설 설정

III. 조사설계

IV. 가설검정 및 분석결과

V. 결론

참고문헌

키워드

여행도매업체 여행소매업체 지각된 서비스품질 고객만족 충성도 Tour wholesaler Tour retailer Perceived service quality Customer satisfaction Loyalty