골프연습장의 고객접점서비스와 고객만족도의 관계

다국어 초록 (Multilingual Abstract)

This research was performed based on the subject of golf user.
First, this research have a purpose to know difference between golf user's variable background of The Service Encounter and Customer Satisfaction Index. Second, this research have a purpose to ascertain the relationship between Customer Satisfaction Index and The service Encounter.
The research choose golf users as a population and then made sampling of who participated on golf practice range in Seoul and Gyeonggi-do to make an inquiry into the purpose of the research. Omission data and uniformity and repetition answers were excluded from the collected questionaries, and total sample was 335 participant. The method of statistic arrangement used SPSS 14.0 Version according to the purpose of research. The research was undertaken frequency analysis, exploratory factor analysis, reliability analysis, correlation analysis, multiple regression analysis as statistical analysis for data analysis. The research draw following conclusions trough methods and process stated above.
First, according to social demographic character The Service Encounter has no significant difference of gender, age, academic ability, monthly income in every group in number.
Second, according to social demographic character Leader Satisfaction, Facility Satisfaction, Price Satisfaction has no significant difference in every group in number.
Third, The Service Encounter of golf practice range has influence on Customer Satisfaction Index. In other words, passion of the service and performance ability of the service which is junior character factor of The Service Encounter, has influence on Leader Satisfaction.

목차 (Table of Contents)

• 목차
• Ⅰ. 서론 = 1
• 1. 연구의 필요성 = 1
• 2. 연구의 목적 = 3
• 3. 연구모형 = 4
• 4. 연구가설 = 4
• 5. 용어의 정의 = 5
• 6. 연구의 제한점 = 6
• Ⅱ. 이론적 배경 = 7
• 1. 골프의 이해 = 7
• 2. 고객접점서비스의 이해 = 9
• 3. 고객만족도의 이해 = 16
• 4. 고객접점서비스와 고객만족도의 관계 = 19
• Ⅲ. 연구방법 = 22
• 1. 연구대상 = 22
• 2. 연구도구 = 23
• 3. 설문지의 타당도 및 신뢰도 = 24
• 4. 조사절차 및 자료처리 = 29
• Ⅳ. 연구결과 = 30
• 1. 사회 인구학적 특성에 따른 고객접점서비스의 차이 = 30
• 2. 사회 인구학적 특성에 따른 고객만족도의 차이 = 31
• 3. 고객접점서비스와 고객만족도의 상관관계 = 32
• 4. 골프연습장의 고객접점서비스가 고객만족도에 미치는 영향 = 32
• Ⅴ. 논의 = 36
• 1. 사회 인구학적 특성에 따른 고객접점서비스의 차이 = 36
• 2. 사회 인구학적 특성에 따른 고객만족도의 차이 = 37
• 3. 골프연습장의 고객접점서비스가 고객만족도에 미치는 영향 = 38
• Ⅵ. 결론 및 제언 = 41
• 1. 결론 = 41
• 2. 제언 = 42
• 참고문헌 = 43
• ABSTRACT = 47
• 부록 = 49