반려견미용 서비스품질이 고객만족도와 재이용의도에 미치는 영향 : 반려동물 애착의 조절효과를 중심으로

서지정보

ㆍ발행기관 : 강원대학교 동물자원공동연구소 ㆍ수록지정보 : 동물자원연구 / 34권 / 3호
ㆍ저자명 : 이민화, 양가영, 송영한

목차

Ⅰ. 서론
Ⅱ. 재료 및 방법
1. 연구모형 및 가설설정
2. 측정도구 및 설문지 구성
3. 자료수집 및 분석방법
Ⅲ. 결과 및 고찰
1. 조사대상자의 일반적 특성
2. 측정도구의 타당도 및 신뢰도분석
3. 상관관계분석
4. 연구가설 검증 결과
Ⅴ. 요약

영어 초록

This study investigated the relationship between service quality factors, customer satisfaction, and reuse intention based on the degree of attachment to companion animals felt by caregivers when using dog grooming services. An online and offline survey with caregivers experienced in dog grooming services were conducted, and 304 responses were analyzed using SPSS 26.0 Statistics Program. The analysis revealed the following. First, sub-factors of dog grooming service quality: empathy, assurance, tangibles, and reliability, significantly affect customer satisfaction. Second, customers satisfaction with dog grooming services significantly affects their reuse intention. Third, only reliability demonstrates a moderating effect on attachment to companion dogs in influencing the relationship between customer satisfaction and service quality. These findings that service quality management is necessary to improve the business performance of dog-grooming services. Particularly, this study is meaningful in presenting the direction of service marketing centered on trust, as more guardians consider companion dogs as family.

참고 자료

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