한국의류학회지 (Journal of the Korean Society of Clothing and Textiles)

  • 제31권1호
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  • Pages.85-94
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  • 2007
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  • 1225-1151(pISSN)
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  • 2234-0793(eISSN)
한국의류학회 (The Korean Society of Clothing and Textiles)
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백화점의 서비스품질이 고객만족 및 행동의도에 미치는 영향

The Structural Relationship of Customer Satisfaction and Behavioral Intentions for Service Quality of Department Stores

  • 발행 : 2007.01.31
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초록

This study analysed the structural relationship of customer satisfaction and behavioral intentions for service quality. Service quality factors were defined as tangibles, reliability, responsiveness, assurance, and empathy. Behavioral intentions were defined as loyalty and brand switch. A LISREL model was used to develop dimensions of service quality and to investigate the structural relationship between overall service quality, customer satisfaction and behavioral intentions on department stores. The results and implications are that there is a significant relationship between service quality and overall satisfaction. Furthermore, a significant relationship exists between overall satisfaction and behavioral intentions. This study also shows that overall service quality affects customer satisfaction and behavioral intention.

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참고문헌

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