목차

Ⅰ. 서론 ························································································································1
1. 연구의 배경 및 목적 ·······················································································1
1) 연구의 배경 ···································································································1
2) 연구의 목적 ···································································································3
2. 연구방법과 연구구성 ·······················································································4
1) 연구방법 ·········································································································4
2) 연구구성 ·········································································································6
Ⅱ. 이론적 배경 및 선행연구 ·················································································7
1. 우리나라의 금형 제조사 현황 및 준비사항 ···············································7
2. 금형제조사의 제조 방법 및 실태 ·······························································10
3. 인지된 서비스품질 ·························································································12
1) 대응성 ···········································································································12
2) 확신성 ···········································································································16
3) 공감성 ···········································································································20
4) 유형성 ···········································································································23
4. 서비스 만족도 ·································································································25
1) 서비스 만족도 ·····························································································25
2) 서비스 신뢰성 ·····························································································30
5. 행동의도 ···········································································································32
6. 선행연구 ···········································································································38
1) 금형제조사의 연구 필요성에 관한 선행연구 ·······································39
2) 인지된 서비스품질과 서비스만족에 관한 선행연구 ···························41
3) 서비스 만족와 행동의도에 관한 선행연구 ···········································43
III. 연구설계 ·············································································································48
1. 연구 모형 ·········································································································48
2. 연구 가설 ·········································································································49
3. 조사의 설계 ·····································································································51
4. 연구 도구 ·········································································································51
5. 자료 분석 방법 ·······························································································52
IV. 실증분석결과 ·····································································································54
1. 연구대상자의 일반적 특성 ···········································································54
2. 가설검증을 위한 예비분석 ···········································································56
1) 주요변수의 기술적 통계 분석 ·································································56
2) 측정도구의 탐색적 요인분석 ···································································59
3) 측정도구의 확인적 요인분석과 타당성, 신뢰도 검사 ························63
3. 경로분석 가설검증 ·························································································71
1) 연구 모형의 적합도 분석 ·········································································71
2) 가설검증 및 분석결과 ···············································································72
Ⅴ. 결론 ······················································································································78
1. 연구결과의 요약 ·····························································································78
2. 연구결과의 시사점 ·························································································79
3. 연구의 한계점 및 향후 연구방향 ·······························································80
참고문헌 ·····················································································································81
Abstract ····················································································································96
설문지 ·························································································································98