| 발전설비 정비서비스의 품질과 비용이 고객가치와 고객만족에 미치는 영향 |
| 이진호1, 김종훈2, 유한주3 |
1숭실대학교 대학원 경영학과
2서강대학교 경영전문대학원
3숭실대학교 경영학부 |
| The Effects of Service Quality and Costs of Power Plant Maintenance Services on Customer Value and Customer Satisfaction |
| Jin-Ho Lee1, Jong-Hoon Kim2, Han-Joo Yoo3 |
1Graduate School of Business Administration, Soongsil University
2Graduate School of Business, Sogang University
3Division of Business Administration, Soongsil University |
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| ABSTRACT |
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The previous researches have addressed the importance of service quality, customer perceived value, and customer satisfaction, but the precise nature of the interrelationship that exist between these constructs still remains a key issue. This study extend the previous researches by developing a conceptual framework linking all of these constructs, additionally including service costs and customer expected value, in a business-to-business setting. The hypothesized model indicates that delivering high quality and lower costs service can create superior customer value and results in higher customer satisfaction. The authors test the hypothesized model on data obtained from power plant operators using structural equation modeling. The results suggest that service quality displays a stronger potential for creating customer value than costs consideration. In addition, the results reveal that managing the customer expected value is important for obtaining higher customer satisfaction. |
| Key Words:
Quality;Costs;Customer Perceived Value;Expected Value;Customer Satisfaction; |
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