커피서비스품질이 고객만족을 매개로 재방문의도에 미치는 영향 - 커피전문점을 이용하는 대학생을 중심으로 -
The Effect of Service Quality of Coffee Through Mediating Customer Satisfaction on Revisit Intentions - Focused on College Students Who have Used Coffee Houses -
진양호(경기대학교); 류지원(경기대학교)
15권 4호, 321~342쪽
초록
The purpose of this study is to identify the factors of service quality of coffee houses. In order to achieve the goal total 200 copies of questionnaires were distributed to the customers who have visited and experienced at coffee houses in metropolitan area. And 164copies out of the returned questionnaires were used for the final analysis. It was found that the trust and convenience are playing as the most important factors in visiting coffee houses and satisfying customers. And this study implies some results as follows. This study shows that convenience and trust factor out of service quality have a positive effect on the satisfaction of customers. And customer satisfaction have a positive effect on revisit intention, and trust factor of service quality have a positive effect on revisit intention
Abstract
The purpose of this study is to identify the factors of service quality of coffee houses. In order to achieve the goal total 200 copies of questionnaires were distributed to the customers who have visited and experienced at coffee houses in metropolitan area. And 164copies out of the returned questionnaires were used for the final analysis. It was found that the trust and convenience are playing as the most important factors in visiting coffee houses and satisfying customers. And this study implies some results as follows. This study shows that convenience and trust factor out of service quality have a positive effect on the satisfaction of customers. And customer satisfaction have a positive effect on revisit intention, and trust factor of service quality have a positive effect on revisit intention
- 발행기관:
- 한국외식경영학회
- 분류:
- 관광학