서비스품질과 고객만족의 관계 및 성별 조절효과에 관한 연구 The relationship between service quality and customer satisfaction, and moderating effect of gender
안관영
- 언어KOR
- URLhttp://db.koreascholar.com/Article/Detail/245451
대한안전경영과학회지
제9권 제3호
(2007.06)
pp.127-133
pp.127-133
대한안전경영과학회
(Korea Safety Management & Science)
초록
This paper reviewed the relationship between service quality and customer satisfaction, and the moderating effect of gender. Based on the responses from 807 customers who encountered employees in telecommunication industry, the results of multiple regressional analysis showed that all service quality factors have positive relationships with customer satisfaction. The results of moderating analysis showed that empathy and tangibility have positive interactive-effects on customer satisfaction with gender. With increasing of empathy and tangibility, female customers have been more satisfied than male customers.
저자