커피전문점의 서비스품질, 서비스가치와 만족, 애호도에 관한 연구 = A Study on the Service Quality, Service Value, Customers Satisfaction and Loyalty of Coffee Shops

다국어 초록 (Multilingual Abstract)

The purpose of this study was to investigate the effect of the service quality of the coffee shops on service value, customer satisfaction and loyalty.
First, to derive the measurement items for each concept, previous related studies were reviewed and then hypotheses were set up to empirically identify the relationships whose causality was confirmed. The survey was conducted 182 customer visiting from 13 to 30 April in 2016. As a result of the study, the responsiveness quality and reliability quality of coffee shops had a significant effect on enhancing the service value that customers recognize, and the guarantee quality of coffee shops did not have a significant effect on service value. Second, it was revealed that the service value of coffee shops has a significant effect on customer satisfaction, which again has a significant impact on customer loyalty.
This implies that customers of coffee shops are significantly influenced by the implementation of promised services and the provision of qualitative services by coffee shops, rather than recognize service value by physical factors such as the interior decoration or the arrangement of tables of coffee shops. These findings can be interpreted that customers may lay a positive value on a coffee shop when its employees have expert knowledge of coffee and provide services while considering customers’ feelings or making efforts to improve customer convenience. while considering customers’ feelings or making efforts to improve customer convenience.

참고문헌 (Reference)

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