Earticle

초록

영어

The purpose of this study is to clarify the relationship among service quality, perceived value, and customer satisfaction. In order to achieve the purpose of the study, we surveyed the visitors of Starbucks, Café Bene and Angel-in-us which have the highest domestic market shares among the major specialty coffee shops in Korea and conducted empirical analysis on 262 copies of the collected questionnaires. As a result, the service quality has a positive effect on perceived value, and the perceived value does on customer satisfaction. Since service quality positively influences customer satisfaction, hypothesis 1, hypothesis 2, and hypothesis 3 were adopted. In this study, service quality consists of service delivery, service product, and service environment. Perceived value is composed of functional value, economic value, aesthetic value, and social value. And customer satisfaction is measured by satisfaction with service, atmosphere, uniforms and overall coffee quality. The limitations of this study lies on providing practical insight in order to survive in the intensively competitive environment of specialty coffee shops. Thus, a variety of studies on coffee shops should be conducted to increase the perceived service quality and value of customers from a practical point of view.

목차

ABSTRACT
 Ⅰ. 서론
 Ⅱ. 이론적 배경
  1. 서비스품질
  2. 지각된 가치
  3. 고객만족
  4. 변수들 간의 관계
 Ⅲ. 연구설계
  1. 연구모형과 가설설정
  2. 변수의 조작적 정의
  3. 조사설계
 Ⅳ. 실증결과의 분석
  1. 측정도구의 검증
  2. 가설검증
 Ⅴ. 결론
 참고문헌

키워드

저자

• 이정화 [ Jeonghwa Lee | 대구한의대학교 호텔관광학과 조교수 ]
• 강찬호 [ Chanho Kang | 서정대학교 호텔경영과 조교수 ] 교신저자

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  관광경영연구 [Journal of Tourism Management Research]

• 간기

  연7회

• pISSN

  2092-528X

• 수록기간

  1997~2021

• 십진분류

  KDC 326 DDC 338