온라인 여행업의 e-서비스품질이 관계의 질과 충성도에 미치는 영향에 관한 연구

• 영문명: The Effect of e-Service Quality of Online Travel Business on Loyalty and Quality of Relationship with Customer
• 발행기관: 관광경영학회
• 저자명: 장윤희 유재원 서진욱
• 간행물 정보: 『관광경영연구』제16권 제4호, 277~300쪽, 전체 24쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2012.12.31

영문 초록

This study was to find the significant components of e-service quality in the online travel business, to explore the significant factors on quality of relations for satisfaction and trust, and to analyze quality of relations on loyalty. In order to accomplish empirical study, two hundred thirty seven of two hundred fifty questionnaires distributed were collected, two hundred thirty three of them were used, and the undependable four questionnaires were removed for further research. Frequency analysis, reliability analysis, factor analysis, correlation analysis, and multiple regression analysis were conducted by SPSS 15.0. As the findings of the research, the factors of ‘reactivity,’ ‘aesthetics,’ and ‘information,’ in the components of e-service quality, were proved to exert positive effects on ‘satisfaction.’ In addition, it was found that ‘security,’ ‘information,’ ‘reliability,’ and ‘interaction,’ have positive effects on ‘trust.’ Final finding was discussed that ‘satisfaction,’ and ‘trust,’ of quality of relations have positive effect on ‘loyalty.’

목차

Ⅰ. 서론

Ⅱ. 이론적 고찰

Ⅲ. 연구방법 및 조사설계

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

Service quality e-Service Royalty Quality of relationship