지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
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연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2012.1
- 수록면
- 83 - 97 (15page)
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The current study investigates how the service quality of a café business has an influence on customer satisfaction and loyalty and how customer satisfaction influences customer loyalty. The survey was given to 399 students (from universities, lifelong education centers, and private institutes) and office workers in the Seoul and Gyeonggi area. Firstly, the effects of the quality of service on customer satisfaction are analyzed and the results showed that facility convenience, employee service, shop atmosphere, and accessibility have significantly positive effects on customer satisfaction. Secondly, the effects of the quality of service on customer loyalty are found not to be significant in terms of facility convenience and accessibility. However, employee service and shop atmosphere show positive effects on customer loyalty. Finally, the effect of customer satisfaction on customer loyalty is observed to be significantly positive.
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참고문헌 (33)
참고문헌 신청
/ / foodbank.co.kr
Cronin JJ / 1994 / SERVPERF versus SERVQUAL: Reconciling perfomance-based and perceptions-minus-expectations measurement of service quality / Journal Marketing 58 (1) : 125
Dick, A. S. / 1994 / Customer loyalty: Toward and integrated conceptual framework / Journal of the Academy of Marketing Science 22 (2) : 99 ~ 113
Dubroski, D / 2001 / The role of customer satisfaction in achieving business excellence / Total Quality Management 12 (7) : 920 ~ 925
Flavian, C. / 2001 / Loyalty to grocery stores in the Spanish market of the 1990s / Journal of Retailing and Consumer Services 8 (2) : 85 ~ 93
Cronin JJ / 1994 / SERVPERF versus SERVQUAL: Reconciling perfomance-based and perceptions-minus-expectations measurement of service quality / Journal Marketing 58 (1) : 125
Dick, A. S. / 1994 / Customer loyalty: Toward and integrated conceptual framework / Journal of the Academy of Marketing Science 22 (2) : 99 ~ 113
Dubroski, D / 2001 / The role of customer satisfaction in achieving business excellence / Total Quality Management 12 (7) : 920 ~ 925
Flavian, C. / 2001 / Loyalty to grocery stores in the Spanish market of the 1990s / Journal of Retailing and Consumer Services 8 (2) : 85 ~ 93
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