서비스 인식수준, 공공서비스 품질이 고객만족과 행동의도에 미치는 영향 분석: 녹색인증제를 중심으로 = The Korean Green Certificate System: The Effects of Service Expectations and Service Quality on Customer satisfaction and Behavioral Intentions

다국어 초록 (Multilingual Abstract)

Despite substantial number of cases on the certificate system, there is not much literature concerning the effects on service quality, customer satisfaction and behavioral intentions. The purpose of this paper is to present the results of an empirical study of the effects of service expectations and service quality on customer satisfaction and behavioral intentions in the Korean green certificate system. Three service quality(propose process quality, evaluation process quality, and results quality) based on service process approach is evaluated and then analysed how each of these three factors influences customer satisfaction and behavioral intentions. Various statistical analyses were conducted on data obtained from a sample of 325 Korean firms. The results demonstrate that the service expectations and results quality play a key role in the customer satisfaction and behavioral intentions. The customer satisfaction model on relationship between service quality and customer satisfaction, and customer behavioral intentions is also supported on the Korean green certificate service.

참고문헌 (Reference)

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