검도도장 서비스 품질이 서비스 가치, 고객만족, 충성도 및 수련지속의도에 미치는 영향 = The effect of Kendo studio service quality to service value, customer satisfaction, loyalty, and the Influence of continuous training

다국어 초록 (Multilingual Abstract)

ABSTRACT

The effect of Kendo studio service quality to service value, customer satisfaction, loyalty, and the Influence of continuous training


Seok Hwan Hong
Department of Physical Education
Graduate School of
Woo Suk University

In this study, practitioners of kendo training satisfaction and service quality performance determinants to identify, kendo dojo training, satisfaction and service quality practitioners have continued to investigate the effects of the January 2012 to current, S the city of 12 private practitioners Kendo analysis of 430 patients were summarized as follows.

1) Service quality to service value to the subordinate factors which influence the monetary value statistically significant at the level of the positive influence a (p<.001).

2) Service quality to service value to the subordinate factors which influence non-monetary value statistically significant at the level of positive influence a (p<.001).

3) Service quality on customer satisfaction and leadership programs which influence (p<0.001), facility factors (p<0.01) and statistically significant at the level of positive influence a.

4) Relative Effects of service quality on loyalty programs and facilities (p<0.001), the leader factors (p<0.01) and statistically significant at the level of positive influence a.

5) Continuation of service quality training program on the degree of relative influence (p<0.001), the leader (p<0.01), facilities (p<0.05) in a statistically significant positive influence a.

6) Service, customer satisfaction, which influence the value of the monetary value (p<0.01), non-monetary values ​​(p<0.01) and statistically significant at the level of positive influence a.

7) Service, customer loyalty, which influence the value of the monetary value (p<0.001), non-monetary value factors (p<0.05) in a statistically significant positive influence a.

8) Service worth continuing training on the degree of relative influence in a statistically significant positive influence a (p<.001).

9) Customer satisfaction, customer loyalty, which influence the level of statistical significance in the positive (+) influence a (p<.001).

10) Ongoing training of customer satisfaction on the degree of relative influence in a statistically significant positive influence a (p<.001).

11) Ongoing training of customer loyalty on the degree of relative influence in a statistically significant positive influence a (p<.001).

목차 (Table of Contents)

• 목 차
• Ⅰ. 서 론 1
• 1. 연구의 필요성 1
• 2. 연구 목적 3
• 3. 연구의 방법 및 구성 4
• 4. 연구의 제한점 4
• 5. 연구가설 5
• Ⅱ. 이론적 배경 7
• 1. 검도의 개념과 도장 경영 7
• 2. 서비스 품질 10
• 3. 서비스 가치 17
• 4. 고객만족 19
• 5. 충성도 25
• 6. 수련지속의도 27
• Ⅲ. 연구방법 32
• 1. 연구대상 32
• 2. 측정도구 및 설문지 구성 34
• 3. 신뢰도 및 타당도 검증 37
• 4. 자료처리방법 43
• 5. 연구모형 44
• Ⅳ. 결과 및 논의 46
• 1. 결과 46
• 2. 논의 56
• Ⅴ. 결론 및 제언 59
• 1. 결론 59
• 2. 제언 61
• 참고문헌 62
• Abstract 71
• <부록> 설문지 74