여행사의 온라인 서비스품질

• 영문명: The Mediating effect of Customer satisfaction on Relationship between Online Service quality and Customer Royalty in the Travel agencies
• 발행기관: 관광경영학회
• 저자명: 김희성 이인희
• 간행물 정보: 『관광경영연구』제16권 제4호, 143~161쪽, 전체 19쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2012.12.31

영문 초록

The purpose of this study is examine the relationships between online service quality which is composed with multi-dimensionalities; physical environment quality, interaction quality, outcome quality and customer royalty focused on mediating role of customer satisfaction in the travel agencies. In order to fulfill the research objectives, a questionnaires were conducted. Out of 350 questionnaires distributed. 294 usable ones were used for the analysis and three-step mediated regression analysis were adopted to test three hypothesis. The results show that First, online service quality except of outcome quality had a significant influence on customer satisfaction. Second, customer satisfaction had a significant influence on customer royalty. finally, the customer satisfaction plays a role of mediator between online service quality and customer royalty.

목차

Ⅰ. 서론

Ⅱ. 이론적 고찰

Ⅲ. 연구모형과 조사설계

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

online service quality interaction quality physical environment quality outcome quality customer satisfaction customer royalty