사회체육학 : 골프연습장 종합적 서비스품질, 고객만족도, 재이용의도, 구전의도의 관계

박찬규(ChanKyuPark) 한국체육학회 2005 한국체육학회지 Vol.44 No.6

This study attempts to examine the relationship between the overall services quality in the golf range, customer satisfaction, customers' intention to revisit, and word of mouth intention. For this purpose, a sample of the people who user 5 different the golf range located in Cheonan city, Chungcheongnam-do. For the analysis of the data collected for this study, we used the quest-factor analysis (SPSSWIN Ver 12.0), the confirmatory factor analysis and the structural equation modeling method (AMOS 4.0). Results from the analysis supported the following conclusions. First, the overall services quality in the golf range has a significantly positive effect on customer satisfaction. Second, customer satisfaction had an impact on customers intention to revisit. Third, customer satisfaction had an impact on word of mouth intention. Fourth, customer intention to revisit had an impact on word of mouth intention.

골프장 서비스품질 측정도구 개발에 관한 연구

박찬규(ChanKyuPark) 한국체육학회 2004 한국체육학회지 Vol.43 No.3

This study was designed to define golf cause service quality and analyze its influence on overall customer satisfaction. To attain these purposes, golf course service quality measuring instruments were developed hosed on preceding studies and overseas golf course evaluation criteria.1,500 people with golfing experience were randomly selected from 30 gold courses and golf practice ranges, currently providing services as of 2003, across the country including those in Seoul, Daejeon, Gyeorggi Province, Gangwon Province, Chungcheong Province, and Jeju Island. 926 samples were collected. However, after eliminating two samples that failed to describe demographic features completely, only 924 were used for the actual analysis. As for the statistical data analysis, frequency analysis,As for statistical data analysis, frequency analysis, correlation analysis, exploratory, factor analysis and multiple regression analysis were conducted using SPSS 10,1. The results are as follows:First, the golf course service quality was composed of cause layout, operation management, booking, caddie service, whether the course has a club house, user charges, customers level, a restaurant, accessibility, course management, are whether it has a golf course range.Second, among the golf service quality element the course layout and a club house were perceived the most positively and user charges and booking were perceived the must negatively.Third, among the golf service quality elements, operation management, booking, caddie service, user charges, and a restaurant in order had the positive influence on customer satisfaction, whereas a golf practice range had the opposite influence.

인문,사회과학편 : 스키리조트 서비스품질과 고객만족, 고객태도의 관계: 보광 휘닉스파크 이용객을 중심으로

박찬규(ChanKyuPark) 한국체육학회 2006 한국체육학회지 Vol.45 No.4

이 연구의 목적은 스키리조트 서비스품질과 고객만족, 고객태도의 관계를 규명하는 것이다. 조사대상은 2006년 1월에 보광 휘닉스파크 스키리조트를 방문한 이용객이며, 설문지는 편의표본추출법을 이용하여 배포하고 자기평가기입법으로 작성하도록 한 후 300개를 회수하였다. 이 중에서 1문항 이상 응답하지 않은 2개를 제외하고 298개를 분석자료로 사용하였다. 자료처리 방법으로 SPSS WIN Ver 12.0을 사용하여 빈도분석, 상관관계분석, 신뢰성 분석과 요인분석을 실시하였으며, 모델의 적합도를 검증하기 위하여 AMOS 4.0을 이용하여 구조방정식 모형분석을 실시하였다. 그 결과는 다음과 같다. 첫째, 스키리조트 서비스품질 요인 중에서 리조트와 부대시설요인은 고객만족에 유의한 영향을 미치고 있었다. 둘째, 스키리조트 서비스품질 요인 중에서 슬로프, 편의성, 이용요금, 촉진, 종사원요인은 고객만족에 유의한 영향을 미치지 않았다. 셋째, 고객만족은 고객태도에 유의한 영향을 미치고 있었다. The main purpose of this study was to verify the relationship among service quality, customer satisfaction, and customer attitude. A survey was distributed to Bokwang Phoenix Park in January 2006, using convenience sampling. Among these answer sheets, those with more than one question were disregarded and so only 298 sheets were used for analysis. For statistical analysis method for data processing, frequency analysis, correlation analysis, reliability analysis and factor analysis were performed using SPSS WIN Ver. 12.0. To verify the established model, structure equation model analysis was performed using AMOS 4.0.The result are as follows. First, resort and subsidiary facilities among service quality factors affect customer satisfaction. Second, slope, convenience, service fares, promotion, and workers do not affect the customer satisfaction. Third, customer satisfaction affect customer attitude.

상업스포츠시설의 서비스품질이 고객의 감정, 만족, 태도, 관계지속의도에 미치는 영향

박찬규(ChanKyuPark),김승권(SeungKwonKim),장창현(ChangHyunJang) 한국체육학회 2009 한국체육학회지 Vol.48 No.3

상업스포츠시설의 서비스품질이 고객의 감정, 만족, 태도, 관계지속의도에 미치는 영향을 규명하기 위해 상업스포츠시설 이용객을 대상으로 편의표본추출법을 이용하여 자료를 수집하였다. 자료 분석 방법으로는 빈도분석, 탐색적 요인분석, 상관분석, 신뢰도분석, 확인적 요인분석과 구조방정식 모형분석 등을 사용하였으며 그 결과는 다음과 같다. 첫째, 서비스품질은 긍정적 감정에 통계적으로 유의한 정(+)의 영향을 미치는 것으로 나타났으며, 부정적 감정에 부(-)의 영향을 미치는 것으로 나타났다. 둘째, 긍정적 감정은 고객만족에 통계적으로 유의한 정(+)의 영향을 미치는 것으로 나타났으며, 부정적 감정은 부(-)의 영향을 미치는 것으로 나타났다. 셋째, 긍정적 감정은 고객태도에 통계적으로 유의한 영향을 미치지 않는 것으로 나타났지만, 부정적 감정은 부(-)의 영향을 미치는 것으로 나타났다. 넷째, 고객만족은 고객태도에 통계적으로 유의한 정(+)의 영향을 미치는 것으로 나타났다. 다섯째, 고객태도는 관계지속의도에 통계적으로 유의한 정(+)의 영향을 미치는 것으로 나타났다. A convenience sampling method was used for the commercial sports facility customers to analyze the effects of the service quality of commercial sports facilities on a customer's emotion, satisfaction, attitude, and intention for relationship continuance. Data was analyzed through frequency analysis, exploratory factor analysis, correlation analysis, reliability analysis, confirmatory factor analysis, and structure equation modeling, and the results were as follows. First, service quality showed statistically significant positive effects on positive emotions, while showing negative effects on negative emotions. Second, positive emotions showed statistically significant positive effects on customer satisfaction, while negative emotions showed statistically significant negative effects on customer satisfaction. Third, positive emotions did not show statistically significant effects on a customer's attitude, while negative emotions showed statistically significant negative effects on a customer's attitude. Fourth, customer satisfaction showed statistically significant positive effects on a customer's attitude. Fifth, a customer's attitude showed statistically significant positive effects on the customer's intention to continue the relationship.

스포츠산업,경영학 : 스포츠시설 종사자의 경력요인과 정력변경의도에 대한 연구

이병관(ByungKwanLee),박찬규(ChanKyuPark) 한국체육학회 2004 한국체육학회지 Vol.43 No.6

This study was conducted to identify relationship between the career factors and the intention of career withdrawal of the employees in sports facilities, taking their positions into consideration. The necessary data were collected from the employees in sports centers. In the final analysis, 165 data collected from sports leader positions and 152 data from the clerk positions were used. As statistics methods to verify the research issue, t-test, correlation and multiple regression analysis were adopted, and the result is as follows: First, the degree of the career commitment and career satisfaction recognized by the sports center employees differs depending on their positions. In particular, the career commitment and career satisfaction of a sports leader position is greater than those of the clerk position, and there is the difference which is meaningful from the perspective of statistics. Second, The intention of career withdrawal of the sports center employees differs depending on their positions. In particular, the intention of a sports leader position is greater than that of the clerk position, and there is the difference which is meaningful from the perspective of statistics. Third, for those who have a leader position in a sports center, the higher their career commitment is, the smaller their intention of career withdrawal becomes; and for those who have a clerk position, the higher their career commitment and career satisfaction are, the smaller their intention of career withdrawal becomes.

인문,사회과학편 : 태권도장 지도자의 고객지향성이 수련품질, 고객만족, 수련지속의도에 미치는 영향

주성택(SoungTaekJu),유재충(JaeChungYoo),윤정욱(JungWookYoon),박찬규(ChanKyuPark) 한국체육학회 2007 한국체육학회지 Vol.46 No.5

본 연구의 목적은 태권도장 지도자의 고객지향성이 수련품질과 고객만족을 매개로 수련지속의도에 미치는 영향을 규명하는 것이다. 이연구의 대상은 태권도장의 회원이다. 표본은 서울 및 경기도에 소재한 태권도장 10개에서 초등학교 4학년부터 중학생까지 남녀 250명이다. 표집은 편의표본추출법을 활용하였으며, 설문지는 자기평가기입법을 통해 작성하도록 하였다. 수집된 총 250부의 설문지 중 불성실한 설문지 19부를 제외시키고 231부를 선정한 후 SPSSWIN Ver.12와 AMOS4.0을 활용하여 자료처리 하였다. 그 결과는 다음과 같다. 첫째, 태권도장 지도자의 고객지향성은 수련품질에 유의한 영향을 정의 미치는 것으로 나타났다. 둘째, 태권도장 지도자의 고객지향성은 고객만족에 유의한 영향을 정의 미치는 것으로 나타났다. 셋째, 수련품질은 고객만족에 유의한 정의 영향을 미치는 것으로 나타났다. 넷째, 수련품질은 행위지속의도에 유의한 영향을 미치지 않는 것으로 나타났다. 다섯째, 고객만족은 행위지속의도에 유의한 정의 영향을 미치는 것으로 나타났다. The purpose of this study is to examines the influence of Taekwondo gymnasium leader’s customer direction on training quality, customer satisfaction and practice continuance intention. The total number of sampling was 250 individuals, who are the current Taekwondo trainees from fourth to nine grade students at ten Taekwondo gymnasium in Seoul and Gyeonggi province. Data processing was done for exploratory factor analysis using SPSSWIN Ver.12.0 and confirmatory factor analysis and structural equation model analysis using AMOS 4.0. The main findings of this study are as follows: First, Taekwondo gymnasium leader’s customer direction had significant influence on practice quality. Second, Taekwondo gymnasium leader’s customer direction had significant influence on customer satisfaction. Third, training quality had significant influence on customer satisfaction. Fourth, training quality had no significant influence on training continuance intention. Fifth, customer satisfaction had significant influence on training continuance intention.