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A study on trade show's service quality, customer satisfaction and customer loyalty
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무역전시회의 서비스품질, 고객만족 및 고객충성도에 관한 연구

논문 기본 정보

Type
Academic journal
Author
Yunsil Cho (신한대학교)
Journal
Korea Association for International Commerce and Information International Commerce and Information Review Vol.17 No.3 KCI Accredited Journals
Published
2015.9
Pages
359 - 378 (20page)

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A study on trade show's service quality, customer satisfaction and customer loyalty
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Abstract· Keywords

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This study intends to provide strategic implication for enhancing trade show’s competitiveness by analyzing its structural relationships among service quality, customer satisfaction and customer loyalty. In order to measure service quality factors influencing customer satisfaction and customer loyalty, the empirical analysis was conducted on three kinds of service quality (physical environment quality, interaction quality, outcome quality).
The study results indicated that all of the physical environment quality, interaction quality and outcome quality had positive impacts on customer satisfaction. In relationship between service quality factors and customer loyalty, interaction quality and outcome quality showed positive impacts on customer loyalty, whereas physical environment quality did not. The customer satisfaction turned out to have positive impact on customer loyalty.
#무역전시 #서비스품질 #고객만족 #충성도 #trade show #service quality #customer satisfaction #loyalty

Contents

국문초록
Ⅰ. 서론
Ⅱ. 이론적 배경
Ⅲ. 연구모형 및 가설설정
Ⅳ. 분석결과
Ⅴ. 결론
참고문헌
ABSTRACT

References (68)

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[학술지(정기간행물)] - 강찬호 / 2012 / 서비스품질이 고객 만족과 충성도에 미치는 영향 - 커피전문점을 중심으로 - / Tourism Research 34 : 83 ~ 97 dbpia [학위논문] - 권창희 / 2003 / 국제전시회 서비스 속성이 주최자의 중요도 지각과 참가업체·참관객 만족도에 미치는 영향 / 박사 / 세종대학교 대학원 google schola [학술지(정기간행물)] - 김남수 / 2008 / 전시회 서비스품질 구성 요인이 참가자 만족 및 재 참가 의도에 미치는 영향 / 무역학회지 33 (3) : 123 ~ 158 dbpia [학술지(정기간행물)] - 김미정 / 2014 / 고객의 허용구간(zone of tolerance) : 서비스품질-만족-고객충성도 관계에서의 조절효과 / 고객만족경영연구 16 (2) : 157 ~ 180 google schola [학술지(정기간행물)] - 김정수 / 2013 / 모바일 전자책 서비스품질, 고객만족 및 충성도 간의 구조적 관계에 대한 연구 / 한국경영공학회지 18 (1) : 99 ~ 116 dbpia

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