| 서비스유형별 복합화에 따른 서비스가치와 고객만족도의 관계에 관한 연구 |
| 김형욱, 이영관, 신선호 |
| 홍익대학교 경영대학 경영학부 |
| A Study on the Relation of Service Quality and Customer Satisfaction in Complex Service System |
| Hyung-Wook Kim, Yung-Kwan Lee, Sun-Ho Sin |
| School of Business Administration, Hongik University |
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| ABSTRACT |
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The purpose of this study is to analyze the effect of service quality characteristics on customer satisfaction in complex shopping mall. For the purpose of this study, we defined three service quality characteristics of complex shopping mall by correlation, harmony, synergy effect, and analyzed the effect of these quality factors on customer satisfaction. For the analysis of the data, we used exploratory factor analysis and the confirmatory factor analysis and the structural equation modeling method(AMOS 19.0). As the result of this study, we concluded that 2 of 3 service quality characteristics deeply affect on customer satisfaction in complex shopping mall, and suggest that the activation of the quality factors is needed to raise the customer satisfaction. |
| Key Words:
Complex Service;Service Quality;Customer Satisfaction; |
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