비대면 서비스품질 측정모형에 관한 연구

Abstract

This study develops a model to measure the Non-Face-to-Face Ser vice quality, and analyzes the relationship among Non-Face-to-Face q uality dimensions, overall service quality and overall customer satisf action. High order factor model analysis and path analysis were conducted to examine the reliability and validity of the measurement model.서창적김진한이세영서비스경영학회지 제8권 제1호 2007년 3월 112The analytical results showed th at the dimensions of outcome qu ality and process quality(people quality, process quality, and physical q uality) are the critical factor of Non-Face-to-Fa ce service quality. Also, it was found that Non-Face-to-Face service quality could affect overall customer satisfaction.