발전설비 정비서비스의 품질과 비용이 고객가치와 고객만족에 미치는 영향The Effects of Service Quality and Costs of Power Plant Maintenance Services on Customer Value and Customer Satisfaction
- Other Titles
- The Effects of Service Quality and Costs of Power Plant Maintenance Services on Customer Value and Customer Satisfaction
- Authors
- 이진호; 김종훈; 유한주
- Issue Date
- Mar-2012
- Publisher
- 한국품질경영학회
- Keywords
- Quality; Costs; Customer Perceived Value; Expected Value; Customer Satisfaction
- Citation
- 품질경영학회지, v.40, no.1, pp.73 - 87
- Journal Title
- 품질경영학회지
- Volume
- 40
- Number
- 1
- Start Page
- 73
- End Page
- 87
- URI
- http://scholarworks.bwise.kr/ssu/handle/2018.sw.ssu/13235
- ISSN
- 1229-1889
- Abstract
- The previous researches have addressed the importance of service quality, customer perceived value, and customer satisfaction, but the precise nature of the interrelationship that exist between these constructs still remains a key issue. This study extend the previous researches by developing a conceptual framework linking all of these constructs, additionally including service costs and customer expected value, in a business-to-business setting. The hypothesized model indicates that delivering high quality and lower costs service can create superior customer value and results in higher customer satisfaction. The authors test the hypothesized model on data obtained from power plant operators using structural equation modeling. The results suggest that service quality displays a stronger potential for creating customer value than costs consideration. In addition, the results reveal that managing the customer expected value is important for obtaining higher customer satisfaction.
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