KTX와 SRT 이용객들의 서비스 품질지각, 고객만족, 충성도, 재이용의도 간 관계 비교연구

The purpose of this study is to verify the effect of railway service quality of the Super Rapid Train(SRT) and the Korea Train express (KTX) on the re-use intention based on customer satisfaction and customer loyalty using an empirical analysis. To carry out the research, questionnaires were distributed to 400 clients using various SRT and KTX from Seoul to metropolitan area, Chungcheongnam-do, Daegu, Kyungbuk area, and the Honam area. A total of 350 questionnaires were collected and 317 were used for analysis. The results of the analysis using SPSS 20.0 and AMOS 20.0 showed that SERVQUL service quality factors have positive (+) effects on customer satisfaction, and affirmative, empathy, and reliability have a positive (+) influence on customer satisfaction respectively. In the customer group using KTX, it was found that service quality influences reactivity, assurance and empathy, and customer satisfaction has an effect on re-use. In the SRT customer group, unlike KTX customers, service quality factors only affected responsiveness and empathy. It is also noteworthy that the responsiveness to SRT service quality is more influenced by control variables than the KTX customer group.