지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2014.9
- 수록면
- 145 - 174 (30page)
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초록· 키워드
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Previous studies only focused on common dimension of SERVQUAL while investigating relationship between service quality and customer satisfaction. however, that simple mechanism actually doesn`t help exhibition facilities to maintain existing customer. Recently, consumer`s need for cultural experiences becomes more diverse and complicated. therefore, it is necessary to examine the way how customer`s cultural needs meet through active interaction.The aim of this research is to suggest appropriate dimensions of service quality in exhibit service which include Physical environment quality, Interaction quality, Outcome Quality and to show the structural relationship that influence to both service quality and customer loyalty in exhibit facilities. For this purpose, self-determination and customer participation are suggested to have an effect toward service quality and customer`s behavior on customer`s aspects. In the addition, we attempt to consider how self-determination and customer participation consist of.To conduct our research, two hundred and ninety-seven participants viewing in Gwa-cheon Science Museum were selected and asked them to fill out the Questionnaires.As results, we found out service satisfaction triggered by self-determination, customer satisfaction and service quality referred to structural relationship of exhibition service can influence customer`s revisit intention positively.
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