개인구독
소속 기관이 없으신 경우, 개인 정기구독을 하시면 저렴하게
논문을 무제한 열람 이용할 수 있어요.
지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2011.5
- 수록면
- 137 - 148 (12page)
- DOI
- 10.51979/KSSLS.2011.05.44.137
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초록· 키워드
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The purpose of this research is to identify the influence of the driving range users` perception of service fairness on the ability to encounter situation and customer loyalty. To be more specific, this paper aims to identify relationship between service fairness and ability to encounter situation; between service fairness and customer loyalty; between ability to encounter situation and customer loyalty. The subjects of this research were the customers who used five driving ranges in Gyeonggi region, and taking them as the population, the researcher sampled 400 respondents making use of systematic random sampling. Among the questionnaires returned, total 358 questionnaires, excluding 42 respondents who answered in an insincere manner and who lack credibility, were selected as valid samples. To verify the concept validity of the questionnaire used in this research, the researcher utilized exploratory factor analysis. And Cronbach`s α method was used to confirm the credibility according to factor. Confidence coefficient was .771~.880, and so that showed a high internal consistency. In this study, the researcher used SPSS program, and analysis techniques such as frequency analysis, factor analysis, correlation analysis, and regression analysis were used in interpreting data. Based on above research method and analysis results, the conclusions derived from the study are as follows: First, the results from analysis revealed that apology and response which were sub-factors of the ability to encounter situation had influences on all sub-factors of service fairness, and that procedure fairness and interaction fairness affected compensation. Second, results of analysis showed that revisit intention and recommendation to others which were sub-factors of the customer loyalty had impacts on all sub-factors of service fairness. Third, the results from analysis revealed that revisit intention and recommendation to others which were sub-factors of customer loyalty affected all sub-factors of the ability to encounter situation.
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