KOREASCHOLAR

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/368883
대한안전경영과학회 학술대회
2007년도 대한안전경영과학회 춘계학술대회 (2007.04)
pp.151-160
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 only 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.

키워드
service qualitycustomer satisfactiongender
목차
Abstract
 1. 문제제기 및 연구목적
 2. 이론적 배경
  2.1 고객만족
  2.2 서비스품질의 개념 및 고객만족과의 관계
 3. 연구설계
  3.1 자료수집 및 분석방법
  3.2 변수측정 및 분석 방법
 4. 조사결과의 분석
 5. 요약 및 결언
 6. 참고문헌
저자
  • 안관영 | Ahn Kwan Young