고속도로 접점품질이 고객만족과 기관신뢰 및 사업지지에 미치는 영향: 관광레저 여행수단으로써의 고속도로 만족도를 중심으로 (The Effects of Expressway Service Quality on Customer Satisfaction, Trust to Korea Expressway Corporation and Support to Government Financing Expressway Project: Focused on the Customer Satisfaction o)

서지정보

· 발행기관 : (사)한국관광레저학회
· 수록지 정보 : 관광레저연구 / 26권 / 3호 / 403 ~ 422페이지
· 저자명 : 황지현, 이경하

초록

This study is th identify whether the perception factor of the service quality of thegolf course influence the service performance focusing on customer satisfaction usingregression analysis. This study was done by conducting a questionnaire research 560questionnaires were collected by customers visited the golf course and 526questionnaires of which were utilized for data analysis. The collected data wereanalyzed by SPSS 18.0.
The summary results of this study are as below;First, the service quality of the golf course is divided into three factors; the peopleservice focusing on caddie service, the facility service including golf course and clubhouse, and the operation service as like controling and supporting the golf game.
Second, customer's satisfaction is significantly related to perception of the servicequality in the golf course. Especially, the result shows that caddie service factors andfacility service factors more influence customer's satisfaction than other factors.
Finally, the service quality and customer's satisfaction significantly effect on serviceperformance. Therefore it is need that try to improve the caddie and facility servicequality for create more service performance. However, the limitations of this studyand future research directions will be discussed.

영어초록

The Korean Expressway Corporation has 92 percents of Korean expressway whichis one of major transportation infrastructure in Korea. Customer satisfaction is veryimportant factor for KEC's sustainable competitiveness. However, this premise topublic sector including expressway service has not been validated in a scientificmanner so far. There exist scant literature analyzing the role of customer satisfactionon the trust to KEC and the support to government financing expressway project,for example, what motivates drivers to use for the public expressway route, howmuch are they satisfied on the public expressway service, and what are the economicand social effects of the public expressway service. Data were obtained from a sampleof 1,500 drivers. The results showed that four service qualities have a significantinfluence on the drivers’ satisfaction, which in turn influenced the trust to KEC andthe support to public driven expressway project. Another key finding was that thephysical service quality influence positively on the perceived customer satisfactionmore than the interaction service quality. But the effect of rest area quality on thecustomer satisfaction, trust to KEC and support to expressway project was strongestof service qualities.

참고자료

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