The quality of customer service has been one of the most representative determinants of retailers’ sustainable competitiveness. Since Parasuraman et al. (1988) introduced the service quality instrument, called SERVQUAL, many studies have used SERVQUAL to measure service quality in various domains. However, since SERVQUAL was originally developed to measure general service quality, it didn’t fully consider the underlying characteristics of a specific industry such as retailing. Recently, as retail industry is becoming more competitive, there is a general agreement that the most important retailing strategy for creating competitive advantage is the delivery of high service quality. From the retail manager’s perspective, the level of service quality is highly correlated with the level of customer loyalty and the customer’s favorable word-of-mouth behavior. In this sense, most retail managers would be very interested in the question of how to increase their customer loyalty rate and, therefore, to elaborate this question in more detail, service quality study in a retail setting would be very important. Current measures of service quality, including SERVQUAL, do not adequately capture customers’ perceptions of service quality for retail stores such as department stores or general discount stores. The main objective of this study is to investigate the usefulness and applicability of the different methods, including SERVQUAL, in measuring the service quality of retail environment and their relationships to customer loyalty and word-of-mouth behavior. By exploring the suitability of each different measurement method for retail service quality, this study enhances the understanding of the major dimensions of retail service quality and the analysis of the effect of service quality on customer loyalty and word-of-mouth behavior.

The purpose of this thesis is to contribute in establishing the objectives of government policies through an empirical analysis on the relational characteristics surrounding the self-employed creative enterprises under the current circumstances where the specific empirical studies on the self-employed creative enterprises haven't been performed. According to the result of verification, the social capitals such as reliability, reciprocity and network are necessary due to the characteristics possessed by the self-employed creative enterprises while the reliability between cooperative enterprises is created and the cooperative relationship continues when the enterprises are faithful to their intrinsic activities such as the improvement of productivity rather than the entrepreneur spirit. Such win-win cooperation was eventually shown as having a positive effect on the performance of enterprises.

본 연구는 중학생들의 심리적 특성과, 관계특성, 수업만족 등 관련 요인들이 학교생활적응과 어떤 관계를 맺고 있는지 분석함으로써 중학생들의 학교생활적응 제고를 위한 기초자료를 제공하는데 목적을 두고 있다. 이러한 연구의 목적을 달성하기 위하여 서울특별시교육연구정보원에서 수집한 2013년의 서울교육종단연구(SELS)자료 가운데 2013년 중학교 1학년에 재학 중인 중학생들의 자료를 사용하였다. 수집된 자료는 구조방정식 모형을 통해 분석하였으며, 분석된 결과는 다음과 같다. 첫째, 자아존중감, 자아탄력성, 자기통제력 등 심리적 특성이 긍정적일수록, 교우, 교사, 학교와의 관계가 우호적일수록, 수업에 대한 만족도가 높을수록 학교생활적응 수준도 높았다. 둘째, 교우, 교사, 학교와의 관계는 수업만족에 긍정적인 영향을 미치는 요인들이었으며, 이러한 관계요인은 학교생활적응에 직접효과를 보일 뿐만 아니라 심리적 특성과 학교생활적응 간 관계에서 매개효과를 나타냈다. 그리고 개인적 특성들은 수업만족에는 직접 효과를 나타냈으나 학교생활적응에는 영향을 미치지 않는 것으로 분석되었다. 셋째, 중학생들의 심리적 특성과 관계 특성, 수업만족 요인들 가운데 학교생활적응에 대한 상대적 영향력의 크기는 관계 특성요인, 수업만족 요인, 심리적 특성 요인의 순서로 나타났다. 이와 같은 연구결과는 선행연구 결과들과 함께 논의하였으며, 학교생활 적응을 제고하기 위한 방안에 관하여 논의하였다.