Earticle

초록

영어

This study investigated four universities in Busan and compared each other about the dimensions of service qality and relevant concepts. For empirical study, 288 respondents re sampled and six hypotheses are analyzed by using regression analysis and ANOVA. A survey was conducted with four university's students to see if there were significant differences in their perception(expectation, performance, perceived service quality, customer satisfaction, intention of repurchase) of a university administration service quality. The principal findings of this study are as follows: (1) A comparison of universities in terms of their expectations about university administration service revealed no differences, but performance revealed differences in specialization and reliability. (2) All of service dimensions, tangibles, reliability and specialization had significant impact on overall service quality. Specialization had the most significant impact on overall service Quality in A and D university, but tangibles had the most significant impact in B university. (3) Overall service Quality has a significant positive effect on customer satisfaction, but the degree of effect is different from each other. (4) Customer satisfaction has a significant positive effect on intention of repurchase, but the degree of effect is different from each other. In conclusion this study, however has a limitation about questionnaire, offers some strategic directions for developing the specific marketing strategies of university.

목차

I. 문제제기 및 연구목적
 II. 서비스품질 및 고객만족
  1. 서비스 품질
  2. 고객만족 및 재구매의도
 III. 가설설정 및 연구방법
  1. 연구모형 및 가설설정
  2. 자료수집 및 분석방법
 IV. 자료의 분석 및 해석
  1. 표본의 특성
  2. 서비스 품질차원 및 신뢰성 분석
  3. 가설의 검정
 V. 결론
 참고문헌
 Abstract

저자

• 김용호 [ Kim, Yong-ho | 부산가톨릭대학교 경영학부 ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  경영과 정보연구 [Management Information Systems review]

• 간기

  계간

• pISSN

  1598-2459

• 수록기간

  1997~2026

• 등재여부

  KCI 등재

• 십진분류

  KDC 325 DDC 658