The impact of customer characteristics and customer response system on customer satisfaction

• 발행기관: 한국산업경영학회
• 저자명: Cho Moon-Sik Kim Gye-Soo
• 간행물 정보: 『한국산업경영학회 발표논문집』2005년도 하계학술발표대회, 1~13쪽, 전체 13쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2005.08.30

영문 초록

This study is concerned with investigating the customer response system in the family restaurants, developing a model of research model, and analyzing the structural equation model. Using data from customers in family restaurant, the authors examine the customer's type in visiting customers. In recent years, customer response system(CRS) has been heralded as the next source of building, sustaining, and winning competitive advantage. The results are as follows: customer response system is significantly influenced by economic user's need, and customer satisfaction is significantly influenced by customer response system. In addition, customer loyalty is significantly by customer satisfaction. The implications of the results on service quality management are discussed. Limitations and further research issues are suggested.

목차

1. Introduction

2. Literature review

3. Research framework and Hypothesis

4. Research Method

5. Result

6. Conclusion

키워드

structural equation model customer response system CRS customer satisfaction customer loyalty