커피전문점의 서비스품질, 지각된 가치, 그리고 고객만족 간의 영향 관계 연구

• 영문명: A study on the correlation among service quality, perceived value, and customer satisfaction of specialty coffee shops
• 발행기관: 관광경영학회
• 저자명: 이정화 강찬호
• 간행물 정보: 『관광경영연구』제21권 제6호, 95~122쪽, 전체 28쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2017.11.30

영문 초록

The purpose of this study is to clarify the relationship among service quality, perceived value, and customer satisfaction. In order to achieve the purpose of the study, we surveyed the visitors of Starbucks, Café Bene and Angel-in-us which have the highest domestic market shares among the major specialty coffee shops in Korea and conducted empirical analysis on 262 copies of the collected questionnaires. As a result, the service quality has a positive effect on perceived value, and the perceived value does on customer satisfaction. Since service quality positively influences customer satisfaction, hypothesis 1, hypothesis 2, and hypothesis 3 were adopted. In this study, service quality consists of service delivery, service product, and service environment. Perceived value is composed of functional value, economic value, aesthetic value, and social value. And customer satisfaction is measured by satisfaction with service, atmosphere, uniforms and overall coffee quality. The limitations of this study lies on providing practical insight in order to survive in the intensively competitive environment of specialty coffee shops. Thus, a variety of studies on coffee shops should be conducted to increase the perceived service quality and value of customers from a practical point of view.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 실증결과의 분석

Ⅴ. 결론

참고문헌

키워드

Café Business Service Quality Customer Satisfaction Perceived Value