This study analysed impact of service quality on customer satisfaction and loyalty in the take-out coffee shop. The switching barrier was also studied as a moderating effect. Particularly, this study focused on relationships between customer loyalty and switching barriers. A lot of previous studies interest only in customers satisfaction. This study also analysed relationships among service quality, customer satisfaction, switching barriers and brand loyalty. Eventually, service quality significantly affects customer satisfaction, moderating effects, brand loyalty and marketing performance. SERVQUAL model which was established by PZB (1988) was used as a service quality factors. The impact on customer satisfaction was analysed using multiple regression analysis. Simple regression analysis was used to find effects of customer satisfaction and customer loyalty. Additional factors of switching barriers was classified based on previous studies. Hierarchical multiple regression analysis was used to find factors of customer loyalty among switching barriers. In the result, we can find that the importance of tangibles, responsiveness in service quality factors and contract cost, search cost and continuous cost in moderating effects.

Abstract
 1. 서론
 2. 이론적 배경
  2.1 서비스품질
  2.2 고객만족과 고객충성도
  2.3 전환장벽
 3. 연구모형 및 가설
 4. 실증분석
  4.1 조사대상자의 일반적 특성
  4.2 측정도구의 신뢰성과 타당성
  4.3 가설검증
 5. 결론
  5.1 연구의 요약 및 시사점
  5.2 연구의 한계 및 향후 연구
 6. 참고문헌

• 김판수
• 한장협