대학교 급식 서비스품질 지각이 신뢰, 고객만족 및 고객애호도에 미치는 영향

• 영문명: Effects of Perceived Service Quality on Trust, Customer Satisfaction and Customer Loyalty in College and University Food Services
• 발행기관: 한국관광학회
• 저자명: 김현철 김민자 강은숙
• 간행물 정보: 『관광학연구』제33권 제2호, 73~97쪽, 전체 25쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2009.04.30

영문 초록

Authors intended to determine how perceived service quality affected trust, customer satisfaction and customer loyalty in the context of college and university foodservices. A total of 317 usable questionnaires were collected from enrolled students at 4-year universities. Five dimensions for the perceived service quality of campus dining were identified from second-order factor analysis. The empirical results revealed that perceived service quality was found statistically significant positive influential factor on trust and customer satisfaction. They exerted, in turn, a statistically significant positive influence on customer loyalty, while perceived service quality didn't have any direct significant impact on customer loyalty in the study. As expected, trust was found influencing significantly on customer satisfaction.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구가설 및 연구방법

Ⅳ. 실증분석

Ⅴ. 결론 및 토의

참고문헌

키워드

지각된 서비스 품질 고객만족 신뢰 고객애호도 Perceived service quality Customer satisfaction Trust Customer loyalty