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
- 2012.12
- 수록면
- 187 - 203 (17page)
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초록· 키워드
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The current study investigates how service quality, customer satisfaction and customer loyalty interrelate in a cafe business and considers practical implications in the field. The survey was conducted from November 21 through December 9, 2011 and 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. However, supplementary service is found not to be significan negative effects. Secondly, the effects of the quality of service on customer trust are analyzed and the results showed that facility convenience, employee service, and accessibility have significantly positive effects on customer trust. Thirdly, the effect of customer satisfaction on customer trust is observed to be significantly positive. Fourthly, the effect of customer satisfaction on customer loyalty is observed to be significantly positive. Finally, the effect of customer trust on customer loyalty is observed to be significantly positive.
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UCI(KEPA) : I410-ECN-0101-2018-326-002146605