국립중앙도서관 "우편 복사 서비스"로 연결 됩니다.
This study was to analyze the effect of service encounter quality and customer satisfaction, royalty. Some members of hotel restaurant in Seoul were collected and by using the convenience sampling method drew out 166 adults in total. This study used ...
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https://www.riss.kr/link?id=T12153108
- 저자
-
발행사항
서울 : 경희대학교 경영대학원, 2010
-
학위논문사항
학위논문(석사) -- 경희대학교 경영대학원 , 경영컨설팅학과 , 2010. 8
-
발행연도
2010
-
작성언어
한국어
- 주제어
-
DDC
658.4 판사항(22)
-
발행국(도시)
서울
-
기타서명
A Study on Effect of Encounter Service Quality on Customer Satisfaction and Customer Loyalty
-
형태사항
iii, 81 p. : 삽도 ; 26 cm
-
일반주기명
경희대학교 논문은 저작권에 의해 보호받습니다.
지도교수: 이동규
참고문헌 : p. 72-75 -
소장기관
- 경희대학교 국제캠퍼스 도서관
- 경희대학교 중앙도서관
- 경희대학교 국제캠퍼스 도서관
-
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부가정보
다국어 초록 (Multilingual Abstract)
This study was to analyze the effect of service encounter quality and customer satisfaction, royalty. Some members of hotel restaurant in Seoul were collected and by using the convenience sampling method drew out 166 adults in total.
This study used the questionnaire on effect of service encounter quality, customer satisfaction and customer loyalty. To analysis the data, frequency analysis, exploratory factor analysis, reliability analysis, correlation analysis and multiple regression analysis were used as statistic analysis technique. The conclusion based on above study method are here below.
First, it is found that the service encounter quality significant influence customer satisfaction.
Second, it is found that the customer satisfaction significant influence customer loyalty. It is expected that hotel food & beverage service industry will be strengthened through strategic utilization of these characteristics, which can satisfy customers and in turn lead to actual purchase and enhanced profitability, customer loyalty.
This study used the questionnaire on effect of service encounter quality, customer satisfaction and customer loyalty. To analysis the data, frequency analysis, exploratory factor analysis, reliability analysis, correlation analysis and multiple regression analysis were used as statistic analysis technique. The conclusion based on above study method are here below.
First, it is found that the service encounter quality significant influence customer satisfaction.
Second, it is found that the customer satisfaction significant influence customer loyalty. It is expected that hotel food & beverage service industry will be strengthened through strategic utilization of these characteristics, which can satisfy customers and in turn lead to actual purchase and enhanced profitability, customer loyalty.
This study was to analyze the effect of service encounter quality and customer satisfaction, royalty. Some members of hotel restaurant in Seoul were collected and by using the convenience sampling method drew out 166 adults in total.
This study used the questionnaire on effect of service encounter quality, customer satisfaction and customer loyalty. To analysis the data, frequency analysis, exploratory factor analysis, reliability analysis, correlation analysis and multiple regression analysis were used as statistic analysis technique. The conclusion based on above study method are here below.
First, it is found that the service encounter quality significant influence customer satisfaction.
Second, it is found that the customer satisfaction significant influence customer loyalty. It is expected that hotel food & beverage service industry will be strengthened through strategic utilization of these characteristics, which can satisfy customers and in turn lead to actual purchase and enhanced profitability, customer loyalty.
목차 (Table of Contents)
- 제 1 장 서론 1
- 제 1 절 연구배경 및 목적 1
- 제 2 절 연구방법 및 범위 3
- 제 2 장 이론적 고찰 5
- 제 1 장 서론 1
- 제 1 절 연구배경 및 목적 1
- 제 2 절 연구방법 및 범위 3
- 제 2 장 이론적 고찰 5
- 제 1 절 P호텔 현황 5
- 제 2 절 고객접점 서비스 8
- 제 3 장 연구모형 및 조사설계 44
- 제 1 절 연구모형 44
- 제 2 절 연구가설의 설정 45
- 제 3 절 변수의 조작적 정의와 측정 46
- 제 4 절 조사방법 및 자료 분석방법 48
- 제 4 장 실증분석 51
- 제 1 절 표본의 특성 51
- 제 2 절 신뢰도 및 타당성 분석 56
- 제 3 절 변수 간의 상관관계 분석 64
- 제 4 절 가설검증 65
- 제 5 장 결론 68
- 제1절 연구결과의 요약 및 시사점 68
- 제2절 연구의 한계 및 향후 과제 71
- [참고문헌] 72
- [설문지] 76
- ABSTRACT 80
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