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.
초록· 키워드
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The purpose of this study is examine the relationships between online service quality which is composed with multi-dimensionalities; physical environment quality, interaction quality, outcome quality and customer royalty focused on mediating role of customer satisfaction in the travel agencies. In order to fulfill the research objectives, a questionnaires were conducted. Out of 350 questionnaires distributed. 294 usable ones were used for the analysis and three-step mediated regression analysis were adopted to test three hypothesis. The results show that First, online service quality except of outcome quality had a significant influence on customer satisfaction. Second, customer satisfaction had a significant influence on customer royalty. finally, the customer satisfaction plays a role of mediator between online service quality and customer royalty.
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참고문헌 (41)
참고문헌 신청
Oliver, R. L. / 1980 / A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions / Journal of Marketing Research 17(4):460~468
Parasuraman, A. / 2002 / Service quality delivery through web sites: A critical review of extant knowledge / Journal of the Academy of Marketing Science 30(4):362~375
Parasuraman, A. / 1988 / SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality / Journal of Retailing 64(1):12~40
Petrick, J. M. / 2004 / The roles of quality, value, and satisfaction in predicting cruise passengers' behavioral intentions / Journal of Travel Research 42(4):397~407
Rust, R. T. / 1994 / Service Quality: Insights and Managerial Implications from the Frontier, In Service Quality: New Directions in Theory and Practices / Sage Publications
Parasuraman, A. / 2002 / Service quality delivery through web sites: A critical review of extant knowledge / Journal of the Academy of Marketing Science 30(4):362~375
Parasuraman, A. / 1988 / SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality / Journal of Retailing 64(1):12~40
Petrick, J. M. / 2004 / The roles of quality, value, and satisfaction in predicting cruise passengers' behavioral intentions / Journal of Travel Research 42(4):397~407
Rust, R. T. / 1994 / Service Quality: Insights and Managerial Implications from the Frontier, In Service Quality: New Directions in Theory and Practices / Sage Publications
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