오피스빌딩 서비스품질 척도 개발에 관한 연구 - B2B 서비스품질과 산업재를 중심으로 -

Until now, office building service quality has been researched on the relationship between service quality and customer satisfaction based on the SERVQUAL and SERVPERF model without the distinction of consumer goods and industrial goods. However, office building service quality is to be made by research focusing on the difference from service quality of final consumer goods, because the office building service quality is involved in production cost factor. This study carried out the new establishment of conception of the office building service quality as related to production cost factor of B2B marketing in the industrial market, and developed the measuring scale of service quality based on the IMP Interaction Model of B2B, and studied the causation of relationship satisfaction as the industrial goods. This study explained that office building service quality recognized by tenant in B2B market can divide into service-product quality, economical quality, interaction quality, physical/environmental quality, image/mood quality and access quality. The 19 items were used to measure the service quality dimensions, along with measures for the 6 conceptually related latent constructs, and investigated that the most importance of relationship satisfaction was the economic service quality. This study can be new research and differentiation as to the existing research on the point of the economic aspects associated with the production cost, the interaction aspect, the psychological aspects associated with such as images and atmosphere of building focusing on company style tenants.