스포츠용품업체의 서비스품질결정 요인 및 고객만족에 관한 연구

서지정보

ㆍ발행기관 : 한국웰니스학회 ㆍ수록지정보 : 한국웰니스학회지 / 6권 / 2호
ㆍ저자명 : 윤동철, 이준희, 김정우

목차

"Ⅰ. 서 론
Ⅱ. 연구 방법
Ⅲ. 결과 및 논의
Ⅳ. 결론
참고 문헌"

한국어 초록

오늘날 대한민국은 사회 전반에 걸쳐 모든 영역에서 서비스가 기업 활동의 필수요인이 되어 사회 전체가 서비스 경쟁체제로 이행되고 있다고 해도 과언이 아닐 것이다. 현재 산업구조상 두드러지게 나타나고 있는 특징 중 하나는 한국을 포함한 주요 선진국의 경우 GNP의 70~80% 이상 서비스 산업이 점유하고 있으며(Zhou & Benton, 2007), 1인당 국민소득이 증가함에 따라 소비지출도 단조로운 의식주의 범위를 벗어나 문화․오락․휴양․관광 등의 분야로 전환하게 되었으며, 공익성을 지향한 스포츠산업에 대한 공급자의 요구는 점증하고 있는 추세이다.

영어 초록

"The purpose of this study was to provide data for an effective marketing strategy in sports products business by analyzing the determinants of customer service and recognition. 358 employers and employees work for sports products business by using SPSS for Win V14.0 and AMOS 6.0 program, and being analyzed, conclusions of this study are as follows. 1. Determinant of customer service : On the matter of service determinants among sports product suppliers with main items, cooperative relation is shown highest in the fitness group, while emotion is shown highest in nature sports group. On the matter of service determinants with business type, communication is shown highest in the group of regional distributors, and cooperative relation and core competence are shown highest in the group of retail store and agency. On the matter of service determinants with annual sales, cooperative relation is shown highest in the group of 0.3-0.5 billion won annual sales, and information technology is shown highest in the group of 0.5-1 billion won annual sales. On the matter of service determinants with business period, all the factors except emotion are shown highest in the business group of 5-10 years. 2. Comparison of customer service recognition : On the matter of recognition factors for customer service with type of sports product business, it is shown highest in the business group of retail agency and regional distributors. On the matter of recognition factors for customer service with annual sales, it is shown highest in the group of less 0.3 billion won sales, in the comparison with recognition factors for customer service with business location, it is shown highest in Busan city. On the matter of customer value factor with business period, it is shown highest in the group of 5-10years while it is lowest in the business group of less 20 years. On the matter of customer value factor with business location, it is shown highest in the business group of sports products located in Ulsan city, while it is lowest in Changwon city. On the matter of customer satisfaction factors with main item, it is shown highest in the business group of golf, while it is lowest in the group of nature sports. On the matter of customer satisfaction factors with business location, it is shown highest in the business group located in Busan city, while it is shown lowest in the business group located in Masan city. On the matter of customer performance factors with main items, it is shown highest in business group of golf, while it is lowest in the group of nature sports. On the matter of customer performance factors with business type, it is shown highest in the group of region distributors while it is shown lowest in the group of retail and agency. On the matter of customer performance factors with annual sales, it is shown highest in the group of 0.5-1 billion sales, while it is lowest in the group of 1 billion sales. On the matter of customer performance factors with business location, it is shown highest in business group located in Busan city, while it is lowest in the business group located in Ulsan city.Key words : determinants of customer service, recognition, sports products business "

참고 자료

없음