earticle

영어

The purpose of this study was to investigate the relation among expertise, customer satisfaction and loyalty of swimming instructors. In order to accomplish the purpose of the study, participants in swimming lessons of 6 sports centers, which are located in Seoul area total 278 were selected as the population, and data on total 278 subjects were collected by using the convenience sampling method. As the survey tool, questionnaires were used. For measurement of the expertise, those used by Kim(2011) were applied, based on the research of Kim(2005, 2009), and for the measure of customer satisfaction, those used by Joo(2003) and Son(2007) were applied. Moreover, for the measure of customer loyalty, those used by Kim(2008) and Im(2007) were applied. Then, on data collected from the above, factor analysis, reliability analysis, correlation analysis and multiple regression analysis were made by using the statistical program, that is, SPSS 11.0 program. From these procedures, the following conclusions were obtained. First, the swimming instructor’s expertise has a static influence on customer satisfaction. Second, the swimming instructor’s expertise has a static influence on customer loyalty. Moreover, third, customer satisfaction has a static influence on customer loyalty.