금형 제조사의 인지된 서비스품질이 만족도 및 행동의도에 미치는 영향

• 영문명: The effects of perceived service quality of mold manufacturing companies on satisfaction and behavior intention
• 발행기관: 실천경영학회
• 저자명: 김동석(Kim Dong-Suk)
• 간행물 정보: 『실천경영연구』實薦經營硏究 第18卷 第1號 (通卷 21號), 1~14쪽, 전체 14쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2023.03.30

영문 초록

This study aimed to demonstrate the effects of perceived service quality of mold manufacturing companies on satisfaction and behavior intention. The data for this study were collected by administering questionnaires to people working in companies dealing with the mold manufacturing companies from Apr., 01 to Mar., 31, 2021. An e-questionnaire was conducted by using Survey Monkey (ko.surveymonkey.com). Although a total of 476 responses were collected, a total of 457 copies of valid questionnaires were used as data, except for 19 copies containing unfinished or insincere responses. This study conducted empirical analyses in turn by using IBM SPSS (Statistics Version 25.0 for windows and AMOS 25.0. The findings are as follows: First, H1, 'perceived service quality would have a positive effect on service satisfaction' was 'partly adopted'. Second, H2, 'service satisfaction would have a positive effect on behavior intention' was 'adopted'. Among a total of 8 sub-hypotheses constituting H1, 6 were, therefore, adopted, except for 2, while 4 sub-hypotheses constituting H2 were all adopted. The findings suggest that although two factors of service satisfaction have effects on behavior intention, service reliability has a stronger effect on both repurchase intention and recommendation intention. The repurchase intention and recommendation intention are actually very important in management performance, because they promote the diversification of retailers and repeated sales. Hence, mold manufacturing companies which intend to enhance their management performance by increasing both repurchase intention and recommendation intention should make more efforts to build service reliability.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경 및 선행연구

Ⅲ. 연구설계

Ⅳ. 실증분석결과

Ⅴ. 결론

References

키워드

금형제조사 인지된 서비스품질 만족 행동의도 amos