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Effect of Service Factors in Distance Education on Customer Satisfaction and Customer Loyalty Impacts: Focusing on Employment Opportunities
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원격교육 서비스요인이 고객만족과 고객충성도에 미치는 영향: 취업 준비생을 중심으로

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Type
Academic journal
Author
Kwang Rok Park (호서대학교) Chul Moo Heo (호서대학교)
Journal
Korean Society of Business Venturing Asia-Pacific Journal of Business Venturing and Entrepreneurship Vol.14 No.4(Wn.64) KCI Accredited Journals
Published
2019.8
Pages
101 - 111 (11page)

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Effect of Service Factors in Distance Education on Customer Satisfaction and Customer Loyalty Impacts: Focusing on Employment Opportunities
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Abstract· Keywords

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In distance learning, quality of service is an important part of improving customer satisfaction and customer loyalty. However, in verifying the effectiveness of remote education service quality, it has been researched based on fragmentary effects on remote education service quality, and the effect study on the specific target is insufficient.
In this study, the effects of remote education service factors on customer satisfaction and customer loyalty were analyzed in the previous study and among job seekers. The survey was conducted from March 2019 and 258 samples of job seekers who experienced remote education were used for empirical analysis.
As a result of the analysis, typology, problem solving, interaction, information serviceability, and convenience had a positive effect on customer satisfaction, and satisfaction had a significant influence on customer loyalty. In addition, it was analyzed that characterization, problem-solving, interaction, information serviceability, convenience and customer loyalty were affected in the verification of the mediated effects of satisfaction.
In response, the implications of this study were derived from practical research on customer satisfaction and loyalty of educational companies related to eduTech, where education and ICT (Information Communication Technology) were integrated during the 4th Industrial Revolution, which suggested that the quality of a company"s remote education service affected customer satisfaction and customer loyalty to entrepreneurs and marketers in the education company"s start-up and marketing process. Further, further research will be needed in other areas as well as in the areas of employment education to verify the importance of service quality and assess the various effects.
#취업 준비생 #원격교육 서비스품질 #고객만족 #고객충성도 #Employment Opportunities #distance education services #customer satisfaction #customer loyalty Impacts

Contents

국문요약
Ⅰ. 서론
Ⅱ. 연구 배경
Ⅲ. 연구설계
Ⅳ. 실증분석과 가설검정
Ⅴ. 결론
REFERENCE
Abstract

References (23)

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강명희 / 1998 / 인터넷을 활용한 원격교육에서 자기 규제 학습 유형이 학습자-자료 상호작용에 미치는 영향 / 교육과학연구 27(1):165~178 dbpia 곽동신 / 2016 / 대학의 창업교육 서비스 품질이 교육만족과 창업역량, 창업의지에 미치는 영향 / 벤처창업연구 11(4):37~48 Crossref 김영진 / 2012 / 고객유형에 따른 서비스품질과 고객만족 간의 관계에 대한 연구 : 한전KPS를 중심으로 google schola 김정욱 / 2006 / 서비스 품질 측정 도구에 관한 연구 google schola 박종우 / 2007 / 와인서비스품질이 서비스가치와 고객만족에 미치는 영향에 관한 연구 google schola

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