earticle

영어

The purpose of this study is to investigate the effect of customer contact service on customer satisfaction. In order to achieve this goal, we conducted a survey on the service satisfaction of parking lot and directly managed cafe, which is the foremost point of customer contact service, for spectators at s-Art Center, which is one of the leading large theaters in Korea. A total of 200 questionnaires were used for empirical analysis. As a result of analysis, it was found that the customer contact service at the theater affected customer satisfaction. In other words, all three sub-variables of parking service have a statistically significant effect, and service and departure factors have more influence on the factors of entrance. In other words, all of the seven sub-variables of café satisfaction have statistically significant effects, and they are influenced more in order of order, payment, and greeting. In conclusion, it is necessary to shift from provider-oriented service emphasizing efficiency and convenience to user-oriented service that provides services needed from the customer's point of view. To do this, it is necessary to regularly job training and strengthen cs-education for employee.