해외여행상품의 서비스품질과 만족 및 재구매의도와의 관계에 관한 연구

• 영문명: A Study on the Determinants of Perceived Service Quality: -Focused on the comparisons of SERVQUAL, SERVPERF and NON-DIFFERENCE SCORES-
• 발행기관: 대한관광경영학회
• 저자명: 김세범 김병석
• 간행물 정보: 『관광연구』제19권 제2호, 95~114쪽, 전체 20쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2004.10.30

영문 초록

After SERVQUAL was published as a measure of perceived service quality, several arguments have been made against its validity and some competing measures have been developed. This paper reviews those controversies. Particularly, it compares the concept of expectation in the research of service quality with that in the research of satisfaction, re-purchasing intention and suggests the author's opinion. In addition, the paper suggests sequential casual relations among expectation, perceived performance and perceived service quality. Utilizing "SERVQUAL" a tool designed to evaluate service quality by Parasuraman, Zeithaml and Berry(PZB) research team Based on the review of the related literature, six variables concerning travel services were identified. The six variables are tangibility, reliability, responsiveness, assurances, empathy and costs. And eight hypotheses were developed using six variables to test. The review if literature covers service's concept, model and method of service quality evaluation, and relationship among the concepts which is related to the service quality. The results of our study suggest non-difference score is a better tool to measure service quality than SERVQUAL or SERVPERF. Also, shows that reliability, assurances, empathy and costs have positive effect on customer satisfaction. It also turned out that customer satisfaction positive effect on repurchase intention.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구모델 및 조사 설계

Ⅳ. 가설검정 및 해석

Ⅴ. 결론

참고문헌

키워드

SERVQUAL SERVPERF 비차이척도 만족 재구매