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2 보건복지부, "노인보건복지안내" 2006
3 이승순, "노인들의 노인종합복지관 이용실태와 만족도에 관한 연구" 2001
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5 Robert C, "The Marketing Aspects of Service Quality Emerging Perspectives on Service Marketing" 99-104, 1983
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7 Moris B, "Quality and Value in the Consumption Experience edited by Lexington Books" 31-57, 1985
8 Joseph W, "Multi-variate Analysis of Brand Loyalty for Major Household appliances Journal of Marketing Research 10" 404-409, 1973
9 Richard L, "Measurement and Evaluation of Satisfaction Process in Retail Setting Journal of Retailing 57" 25-48, 1981
10 Sasser, "Management of Service Operations Text and Cases" 1978
1 이학식, "지각된 서비스 품질, 결정요인 및 관여도" 한국소비자학회 1996
2 보건복지부, "노인보건복지안내" 2006
3 이승순, "노인들의 노인종합복지관 이용실태와 만족도에 관한 연구" 2001
4 Mary J, "the Effects of Physical Surroundings and Employee Responses Journal of Marketing 54" 69-82, 1990
5 Robert C, "The Marketing Aspects of Service Quality Emerging Perspectives on Service Marketing" 99-104, 1983
6 Hans Kasper, "Six Criteria of Good Service Quality Review of Business Journal of Economic Psychology 9" 387-397, 1988
7 Moris B, "Quality and Value in the Consumption Experience edited by Lexington Books" 31-57, 1985
8 Joseph W, "Multi-variate Analysis of Brand Loyalty for Major Household appliances Journal of Marketing Research 10" 404-409, 1973
9 Richard L, "Measurement and Evaluation of Satisfaction Process in Retail Setting Journal of Retailing 57" 25-48, 1981
10 Sasser, "Management of Service Operations Text and Cases" 1978
11 Alan S, "Journal of the Academy of Marketing Science 22" 99-113, 1994
12 Richard, "Journal of Service Marketing 7" 59-68, 1993
13 Joseph Cronin, "Journal of Marketing 56 Technology in Service" 55 50-68 62, 1992
14 Arch G, "Journal of Health Care Marketing 9" 5-17, 1989
15 Christian Gronroos, "European Journal of Marketing 18" 36-, 1984
16 Richard L, "Disconfirmation Processes and Consumer Evaluations in Product Usage Journal of Business Research 13" 235-246, 1985
17 Teresa Swartz, "Consumer and Provider Expectations and Experiences in Evaluating Professional Service Quality Journal of the Academy of Marketing Science 17" 1989189-195
18 A, "Communication and control Processes in the Delivery of Service Quality Journal of Marketing Research 52" 1988
19 Uolevi Lehtinen, "A Study of Quality Dinensions" 1982
20 Ruth N, "A Multistage Model of Customer’s Assessment of Service Quality and Value Journal of Consumer Research 17" 375-384, 1991
21 Priscilla A, "A Logitudinal Assesment of Consumer Satisfaction/Dissatisfaction The Dynamic Aspect of the Cognitive Process Journal of Marketing Research 20" 1983
22 Terence A, "A Catastrophe Model for Developing Service Satisfaction Strategies Journal of Marketing 56" MacMillan 83-95, 1992
23 통계청, "2005년 한국의 사회지표" 2006