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이용학(Young Hak Lee),배수현(Soo Hyun Bae) 한국경영학회 1995 經營學硏究 Vol.24 No.4
New generation differs very greatly from adult generation in the traditional value, the structure of consciousness and the consumption behavior. So it is very meaningful to understand the structure of consciousness and the behavioral characteristics of new generation. This study examined if there are significant differences, among the age group, in the basic structure of consciuosness related to clothes, food, and housing which are hardly changed by the individual`s habits and social tradition. For this purpose, we had interviews on 1,000 persons who aged above 16 years in Seoul area, and collected 824 data. We did factor analyses to simplify diversified individual items of clothes, food, and housing. Also we used ANOVA(Analysis of Variance) to examine how the extracted factors vary among the age group. And we did supplementary analyses using mediating variable(traditional value) to find out the reasons why the basic structure of consciousness vary among the age group. The results of study indicated that the age group has great influences on the basic structure of consciousness related to clothes, food, and housing. It means that claasifying the age into several groups is more efficient than doing it into merely two groups such as new and adult generation. And the results of supplementary analyses indicated that traditional values show great differences among the age group. Since there were very low correlation between the traditional values and the basic structure of consciousness, traditional values alone cannot explain the difference in the structure of consciousness. On the contrary, demographic variables such as education, sex and marriage were shown to affect greatly the basic structure of consciousness. Finally, we suggested the limitations in this study and suggested directions of research in the future.
독립기념관의 서비스품질이 고객만족과 재방문의도에 미치는 영향 연구
이용학(Yong-Hak Lee),이은영(Eun-Young Lee) 한국콘텐츠학회 2015 한국콘텐츠학회논문지 Vol.15 No.6
본 연구는 국민의 성금으로 건립되어 「국난 극복사와 국가발전사에 대한 자료를 수집, 전시하고 국민에게 보급/교육」의 역할을 부여받고 있는 독립기념관의 서비스품질 요인에 대해 알아보았다. 독립기념관의 서비스품질의 구성 요인을 제시하고 이 요인들이 고객만족에 미치는 영향을 살펴보고 또한 고객만족이 재방문의도에 영향을 미치는가를 분석하였다. 이를 통해 독립기념관의 서비스품질 개선을 위한 시사점을 도출하고자 하였다. 독립기념관의 서비스품질은 유형성, 반응성, 보증성, 공감성의 4가지 구성요인으로 제시되었으며 실증을 통해 기념관에서 제공하는 본연의 목적사업에 대한 서비스품질인 반응성과 공감성이 고객만족에 긍정적인 영향을 미친다는 사실을 확인하였고, 또 고객만족이 향상되면 기념관에 대한 재방문의도도 증가한다는 사실을 확인하였다. 이를 통해 관람객을 위한 서비스품질을 지속적으로 향상시켜 관람객의 지속적 증대를 꾀하는 서비스품질 향상 전략이 필요한 것으로 논의되었다. The purpose of this research is to identify the service quality of The Independence Hall of Korea, and to investigate what factors of service quality influence to the customer satisfaction and the customer revisit intention As a result of the study, service quality for The Independence Hall of Korea was proposed to be four factors of tangibility, responsiveness, assurance, empathy. It turns out that if the service quality of responsiveness and empathy provided by The Independence Hall of Korea improves, the customers satisfaction would be increased, and If the customers are satisfied with the service, visitors intention to revisit would be influenced. The result of the research suggests that the Korea Independence Hall should manage and control these service quality factors to improve customer satisfaction and revisit intention.