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인문사회과학영역

관계혜택과 고객만족, 전환 장벽 및 고객 충성도의 관계

원문정보

The relationship among relationship benefit, customer satisfaction, customer loyalty and switching barrier : Focused on mothers participating in children’s ski lesson

김성덕, 이현우

피인용수 : 0(자료제공 : 네이버학술정보)

초록

영어

The purpose of this study was to identify the relationship between relationship benefits and customer satisfaction and switching barrier and customer loyalty which mothers using children’s ski lesson service perceive. In order to achieve this goal, visited 5 ski resort in Gyeonggi & Gangwon-do and 200 mothers who participate in children’s ski lesson were selected by the convenient sampling method and 20 copies were discarded for lack of reliability. Data from the remaining 180 copies were then analyzed by using PASW statistics 18.0 to conduct descriptive analysis, EFA, correlation analysis, reliability and multiple standard regression analysis. The results are as follows: First, confidence and special relationship benefits of mothers using children’s ski lesson service in order statically influenced on customer satisfaction. Second, confidence relationship benefits of the mothers statically influenced on switching barrier. Third, the mothers’s satisfaction and switching barrier significantly influenced on customer loyalty.

목차

Ⅰ. 서론
  1. 연구의 필요성
  2. 연구의 목적
 Ⅱ. 연구방법
  1. 연구대상
  2. 조사도구
  3. 조사절차 및 자료처리
 Ⅲ. 결과
  1. 관계혜택과 고객만족, 전환 장벽 및 고객충성도의 상관관계 분석
  2. 관계혜택이 고객만족 및 전환 장벽에 미치는 영향
  3. 고객만족과 전환 장벽이 고객 충성도에미치는 영향
 Ⅳ. 논의
 Ⅴ. 결 론 및 제 언
  1. 결론
  2. 제언
 참고문헌
 ABSTRACT

저자정보

  • 김성덕 Kim, Sung-Duck. 한국체육대학교
  • 이현우 Lee, hyun-woo. 영남대학교

참고문헌

자료제공 : 네이버학술정보

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