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      • KCI등재

        태권도장 서비스품질과 고객만족, 전환비용 및 고객애호도의 관계

        윤상화(Yoon Sang-Hwa),김종학(Kim Jong-Hak),한권상(Han Kwon-Sang) 한국체육과학회 2011 한국체육과학회지 Vol.20 No.3

        This study was designed to shed light on the influence of service quality on customer satisfaction, switching cost and customer loyalty in Taekwondo club. To accomplish such research purpose, researcher identified the causal relationship through Structural Equation Model(SEM) after having established relationship models among service quality, customer satisfaction, switching cost and customer loyalty based on precedent research works and hypothetical model. The subjects of this research were the clients who are using the Taekwondo club located in the vicinity of Chungnam and Chungbuk, and 292 subjects were sampled through convenience sampling method. The resulting data were processed by means of frequency analysis, exploratory factor analysis and correlation analysis using SPSS 15.0 program. And, to verify construct validity of each measurement model using AMOS 7.0 program, confirmatory factor analysis was conducted, then after, goodness-of-fit of the theoretical model was verified by means of covariance structure analysis. Results derived from the researches based on the aforementioned methods and data analyses are as follows: First, service quality had significant influences on customer satisfaction. Second, service quality had significant influences on switching cost. Third, service quality had not significant influences on customer loyalty. Forth, customer loyalty had not significant influences on switching cost. Fifth, customer loyalty had significant influences on customer loyalty. Sixth, switching cost had not significant influences on customer loyalty.

      • 태권도장 CRM 전략이 고객만족 및 고객충성도에 미치는 영향

        윤상화(Yoon, Sang-Hwa),강기현(Kang, Gi-Hyeun) 용인대학교 무도연구소 2009 武道硏究所誌 Vol.20 No.1

        이 연구는 태권도장 CRM 전략이 고객만족 및 고객충성도에 미치는 영향을 알아보기 위하여 연구모형을 설정한 다음 구조방정식모형을 통하여 변인간의 관계를 규명하였다. 연구대상은 대전?충남지역 태권도 수련생을 대상으로 편의표본추출법을 이용하여 370명을 표집하였다. 자료처리는 SPSS 15.0 프로그램을 이용하여 빈도분석, 탐색적 요인분석을 실시하였으며, AMOS 7.0 프로그램을 이용하여 확인적 요인분석과 공변량 구조분석을 실시하였다. 이상과 같은 연구방법 및 자료분석 결과를 기초로 하여 이 연구에서 도출된 결론은 다음과 같다. 첫째, 태권도장 CRM 전략은 고객만족에 정(+)의 영향을 미쳤다. 둘째, 태권도장 CRM 전략은 고객충성도에 정(+)의 영향을 미쳤다. 셋째, 고객만족은 고객충성도에 정(+)의 영향을 미쳤다. 넷째, 태권도장 CRM 전략이 고객만족에 미치는 직접효과는 .847이며, 고객만족이 고객충성도에 미치는 직접효과는 .552이다. 태권도장 CRM 전략이 고객충성도에 미치는 직접효과는 .427이며, 태권도장 CRM 전략이 고객만족을 통하여 고객충성도에 미치는 간접효과는 .468로 총 인과효과는 .895로 나타났다. 이와 같은 연구결과를 종합해 볼 때 태권도장 CRM 전략은 고객만족을 통하여 고객충성도를 강화하고 있으며, 고객만족은 독립변인과 종속변인간의 관계에 내재된 중요한 매개변인임을 알 수 있다. This study established relationship model concerned with CRM strategy, customer satisfaction, and customer loyalty on the ground of the results of precedent researches and hypothetical models, then after, I examined the cause-effect relationship between variables through means of structural equation model. The subjects of this research were the clients who are using the Taekwondo gym located in the vicinity of Daejeon and Chungnam, and 370 subjects were sampled through convenience sampling method. Data were analyzed through frequency analysis and exploratory factor analysis using SPSS 15.0, also analyzed through confirmatory factor analysis and covariance structure analysis using AMOS 7.0 program. Results revealed from these research methods and analyses of data are as follows: First, CRM strategy had significant influences on customer satisfaction. Second, CRM strategy resulted in significant effect on customer loyalty. Third, customer satisfaction had significant influences on customer loyalty. Forth, direct effect of CRM strategy on the customer satisfaction was revealed as of .847, customer satisfaction on the customer loyalty was revealed as of .552. Direct effect of CRM strategy on the customer loyalty was revealed as of .427, indirect effect of CRM strategy that influenced on customer loyalty was resulted in as of .468. As above, when summing up the results of this research, the CRM strategy had enhanced customer loyalty through customer satisfaction, and it was found that customer satisfaction was the important parameter that remained within the relationship of independent variables and dependent variables.

      • 태권도 도장 사범들의 직무 만족도에 관한 조사 연구

        윤상화(Yoon, Sang-Hwa),이승행(Lee, Sung-Hang) 용인대학교 무도연구소 2007 武道硏究所誌 Vol.18 No.1

        The purpose of this study was to examine the difference between job satisfaction rate of Taekwondo masters personal characteristics(gendr, martial status, deucation level, event is charge, carrer and age) on his or her job satisfaction. A questionnaire survey was conducted by stratified random sampling, and the responses from 300 instructors were analyzed. The collected data were analyzed with t-test, one-way ANOVA and Duncan"s multiple comparison. The analyzed results are as follows: First, the gender of the Taekwondos for all leaders made difference to their job satisfaction and it"s subsidiary factors such as working environment, free of an intend decision, human relations & social recognition. Second. the martial status of the Taekwondo for all leaders made difference to their job satisfaction and it"s subsidiary factors such as working environment, free of an intend decision, expertness development, human relations & social recognition, meaning in life of pride. Third, the education level of the Taekwondo for all leaders made difference to their job satisfaction and it"s subsidiary factors such as working enviropment, free of an intend decision, expertness development, pay and compensation, human relations & social recognition, meaning in life of pride. Forth, the career of the Taekwondo for all leaders made difference to their job satisfaction and it"s subsidiary factors such as free of an intend decision, expertness development, human relations & social recognition, meaning in life of pride. Fifth, the age of the Taekwondo for all leaders made difference to their job satisfaction and it"s subsidiary factors such as working enviropment, free of an intend decision, expertness development, human relations & social recognition, meaning in life of pride.

      • 태권도지도자의 웰니스(Wellness) 건강증진 생활양식에 관한 연구

        윤상화(Yoon, Sang-Hwa),김달중(Kim, Dal-Chung) 용인대학교 무도연구소 2008 武道硏究所誌 Vol.19 No.1

        This study was performed to gain the basic data for program development and the direction for leaders" promotion of health to find out the way of living of taekwondo leader"s wellness. The conclusions of this study are as follows First, Judging from index on the way of living of taekwondo leader"s wellness promotion of health, It appeared highest in Spiritual health area(3.53), following health area(3.52),intellectual health area(3.41) in order, while it appeared lowly on average in physical health area, social health area. Second, Judging from the way of living of taekwond leaders" wellness promotion of health according to ages, It is represented that there is a significant difference(p<.05) in social health area, While there is no significant difference among physical, spiritual, intellectual, emotional health area(p>.05). Third, judging from as a result inspecting the differences of the way of living of taekwond leaders" wellness promotion of health according to position, It is represented that there is a significant difference (p<.05) in social health area, While there is no significant difference among physical, spiritual, intellectual, emotional health area(p>.05). Fourth, judging from as a result inspecting the differences of the way of living of taekwond leaders" wellness promotion of health according to academic background, there is no significant difference among physical, spiritual, intellectual, emotional health area(p>.05) Fifth, judging from as a result inspecting the differences of the way of living of taekwond leaders" wellness promotion of health according to religion, there is no significant difference among physical, Social, spiritual, intellectual, emotional health area(p>.05). Sixth, judging from as a result inspecting the differences of the way of living of taekwond leaders" wellness promotion of health according to income, It is represented that there is a significant difference(p<.05) in social health area, While there is no significant difference among physical, spiritual, intellectual, emotional health area(p>.05). Seventh, judging from as a result inspecting the differences of the way of living of taekwond leaders" wellness promotion of health according to region, there is no significant difference among physical, Social, spiritual, intellectual, emotional health area (p>.05). Eighth, judging from as a result inspecting the differences of the way of living of taekwond leaders" wellness promotion of health according to marriage, It is represented that there is a significant difference(p<.05) in social health area, While there is no significant difference among physical, spiritual, intellectual, emotional health area(p>.05)

      • KCI등재

        태권도장 관계마케팅 활동과 관계의 질 및 구매 후 행동의 관계

        윤상화 ( Sang Hwa Yoon ),신경재 ( Kyoung Jae Shin ) 대한무도학회 2009 대한무도학회지 Vol.11 No.2

        이 연구는 태권도장 관계마케팅 활동과 관계의 질 및 구매 후 행동의 관계를 알아보기 위하여 연구모형을 설정한 다음 구조방정식모형(SEM: Structural Equation Model)을 통하여 변인간의 관계를 규명하였다. 연구대상은 대전·충남지역 태권도 수련생을 대상으로 편의표본추출법(convenience sampling method)을 이용하여 283명을 표집 하였다. 자료처리는 SPSS 13.0 프로그램을 이용하여 빈도분석(frequency analysis), 탐색적 요인분석(exploratory factor analysis)을 실시하였으며, AMOS 5.0 프로그램을 이용하여 확인적 요인분석(confirmatory factor analysis)과 공변량 구조분석(covariance structure analysis)을 실시하였다. 이상과 같은 연구방법 및 자료분석 결과를 기초로 하여 이 연구에서 도출된 결과는 다음과 같다. 첫째, 관계마케팅 활동은 관계의 질에 유의한 영향을 미쳤다. 둘째, 관계마케팅 활동은 구매 후 행동에 유의한 영향을 미치지 않았다. 셋째, 관계의 질은 구매 후 행동에 유의한 영향을 미쳤다. 넷째, 관계마케팅 활동이 관계의 질에 미치는 직접효과는 1.048이며, 관계마케팅 활동이 구매 후 행동에 미치는 간접효과는 .974, 그리고 관계의 질이 구매 후 행동에 미치는 직접효과는 2.713이다. 이와 같은 연구결과를 종합해 볼 때 관계마케팅 활동은 관계의 질을 통하여 구매 후 행동을 강화하고 있으며, 관계의 질은 독립변인과 종속변인간의 관계에 내재된 중요한 매개변인임을 알 수 있다. 태권도장에 있어서 가장 중요한 특징은 다른 서비스업종에 비해 수련생과의 신체적 접촉이 월등히 높다는 것이다. 이는 태권도장 성공의 핵심이 수련생에 대한 충분한 배려에 있음을 의미한다. 따라서 이 연구에서는 이러한 수련생과의 관계를 형성함에 있어서 장기적인 고객관계의 형성과 신뢰 및 고객만족 관계의 제고가 필수불가결한 것이며, 이를 위해 태권도장의 종합적인 관계마케팅 활동을 바탕으로 적절한 서비스의 제공이 필요하다. This study established relationship model concerned with relationship marketing activities, relationship quality, and post-purchase behavior on the ground of the results of precedent researches and hypothetical models, then after, I examined the cause-effect relationship between variables through means of structural equation model. The subjects of this research were the clients who are using the Taekwondo centers located in the vicinity of Daejeon and Chungnam, and 283 subjects were sampled through convenience sampling method. Data were analyzed through frequency analysis and exploratory factor analysis using SPSS 13.0, also analyzed through confirmatory factor analysis and covariance structure analysis using AMOS 5.0 program. Results revealed from these research methods and analyses of data are as follows: First, relationship marketing activities had significant influences on relationship quality. Second, relationship marketing activities had not significant influences on post-purchase behavior. Third, relationship quality resulted in significant effect on post-purchase behavior. Forth, direct effect of relationship marketing activities on the relationship quality was revealed as of 1.048, indirect effect of relationship marketing activities that influenced on post-purchase behavior was resulted in as of .974, and the direct effect of relationship quality on the post-purchase behavior was revealed as of 2.713. As above, when summing up the results of this research, the relationship marketing activities had enhanced customers` post-purchase behavior through relationship quality, and it was found that relationship quality was the important parameter that remained within the relationship of independent variables and dependent variables.

      • 태권도 시범이 도장경영에 미치는 전략적 가치 및 효과에 관한 연구

        윤상화(Yoon, Sang-Hwa),노정환(No, Jung-Hwan) 용인대학교 무도연구소 2007 武道硏究所誌 Vol.18 No.1

        The quantitative expansion of Taekwondo gymnasiums has revealed many problems, and an effort for changing the gymnasium management and gaining an advantage over competition is desperately needed by front managers. Therefore, the necessity of managerial strategic improvement to run the gymnasiums efficiently has been greatly emphasized. This study examined the impacts of combining Taekwondo and management, and figured out its value and effect in terms of management strategy. To achieve the purpose of the study, a survey was conducted by the elementary, middle, and high school students who get Taekwondo training, their parents, and coaches of Taekwondo gymnasiums, which were running the Taekwondo exhibition teams in Seoul and Kyonggi provinces. The results are as follows: First, since students who get Taekwondo training tend to recognize Taekwondo as a means of self-defense in a situation where school violence is rampant, Taekwondo gymnasiums need to give an effort to teach the art of self-defense of Taekwon education to meet their demand. Second, the Taekwondo exhibition has a great impact on students" decision making in Taekwondo, and their parents have been influenced by the words of neighbors. It is necessary for us to focus on Taekwondo exhibition and the word of mouth effect in order to establish Taekwondo"s marketing strategy. Third, to give a positive influence on students" decision making in on the choice of Taekwondo gymnasiums, the service mind and image building of the supervisor are important and the managerial strategy to give their parents a high satisfaction is also necessary. Fourth, with regard to the necessity of the Taekwondo exhibition, it was shown that students thought the exhibition is necessary since it brings up their interests and enforces their eagerness to train harder whereas the supervisors recognized the value of the exhibition in advertising and reinforcing the competitiveness of their gymnasiums. Hence, the exhibition team should be operated in the viewpoints of students and parents. Fifth, the exhibition of the exhibition team showed a limitation that it remained as a gym event of Taekwondo level test. However, it needs more diversification of exhibition places which has higher promotion effect, such as a park. Lastly, it is necessary to establish a managerial strategy in order to enhance the recognition of students and parents about Taekwondo and enable stronger advertising effects through the activity of Taekwondo exhibition. Based on the results of the study, the efficient management of the Taekwondo exhibition team is necessary in terms of managerial strategy in order to enhance the educational effect of the students and promotional effect of Taekwondo gymnasiums.

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