한국조리학회지 (Culinary science and hospitality research)

  • 제21권5호
  • /
  • Pages.50-58
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  • 2015
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  • 2466-0752(pISSN)
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  • 2466-1023(eISSN)
한국조리학회 (Culinary Society of Korean Academy)
권호 표지

서비스 품질 모형 비교: 커피 전문점을 대상으로

Comparison with Service Quality Models in Coffee Shop

  • 김효진 (부산대학교 관광컨벤션학과) ;
  • 김병국 (대구대학교 호텔관광학과)
  • Kim, Hyojin (Dept. of Tourism & Convention, Busan National University) ;
  • Kim, Byung-Gook (Dept. of Hotel & Tourism, Daegu University)
  • 투고 : 2015.09.18
  • 심사 : 2015.10.20
  • 발행 : 2015.10.31
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초록

본 연구의 목적은 커피 전문점에서 서비스 품질, 소비자 만족, 그리고 행동의도 사이의 인과관계를 규명하는 것이다. 본 연구의 추가적인 목적은 소비자 만족이 서비스 품질과 행동의도 사이에서 조절변수의 역할을 하는지를 분석하는 것이다. 본 연구에 사용된 통계기법으로는 빈도분석, 신뢰도 분석, 탐색적 요인분석, 마지막으로 구조방정식 모형이 사용되었다. 세 가지의 서비스 품질 모형이 분석되었고, 그 중 마지막 세 번째 모형에서 소비자 만족이 서비스 품질과 행동의도 관계 사이의 중요한 역할을 하는 조절변수로 나타났다. 본 연구의 한계점과 향후 연구와 관련된 시사점 및 제안들이 제시되었다.

The purpose of this study is to identify the causal relationships between service quality, consumer satisfaction, and behavioral intention in coffee shop. Additionally, the stud aims at focusing on whether or not consumer satisfaction plays a moderating role between service quality and behavioral intention. Statistical techniques that involve frequency, reliability, exploratory factor analysis, and structural equation modeling were performed. In the third research model, consumer satisfaction was unfolded as a moderating variable that enables to be a key player between service quality and behavioral intention. Limitations and considerations of this study were discussed for future study.

키워드

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