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제습기산업의 유통경로별 서비스품질이 고객만족 및 고객충성에 미치는 상호관계에 대한 연구
A Study on the Interrelationship among Service Quality, Customer Satisfaction and Customer Loyalty by Distribution Channel, in the Dehumidifier Goods Company
김규식 ( Kyu Sik Kim ) , 이상복 ( Sang Bok Ree )
UCI I410-ECN-0102-2015-300-002217316

Purpose: The purpose of this study was to test and verify on the interrelationship among Service Quality, and Customer Satisfaction and Customer Loyalty in the Humidifier Goods industry. Methods: We use the frequency-analysis, confirmatory factor analysis, multi-regression analysis and structural equation modeling analysis by using SPSS 12.0 and LISREL 8.80 as a statistical analysis tool Results: The influence of Service Quality(SQ) on Customer Satisfaction(CS) is significant and the influ-ence of Customer Satisfaction on Customer Loyalty(CL) is significant. However the influence of SQ on CL is not significant. Finally, we verify that CS mediate the effects between SQ and CL. Conclusion: The Market size of the Humidifier goods industry will be increased rapidly. And then, more research and study were needed on the Service Qualty and Customer Satisfaction. Especially, we have to pay attention to the distribution channel of the Humidifier goods industry.

[자료제공 : 네이버학술정보]
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