스포츠시설의 노인층 이용자에 대한 서비스품질 및 고객만족과 고객행동과의 관계The Relationship among Service Quality, Customers Satisfaction and Customers Behavior for Elderly Users of Sports Facilities
- Other Titles
- The Relationship among Service Quality, Customers Satisfaction and Customers Behavior for Elderly Users of Sports Facilities
- Authors
- 이제홍; 백광
- Issue Date
- 2017
- Publisher
- 한국사회체육학회
- Keywords
- service quality; customers satisfaction; customers behavior; elderly users of sports facilities
- Citation
- 한국사회체육학회지, no.70, pp.253 - 267
- Journal Title
- 한국사회체육학회지
- Number
- 70
- Start Page
- 253
- End Page
- 267
- URI
- https://scholarworks.bwise.kr/sch/handle/2021.sw.sch/8021
- ISSN
- 1229-358X
- Abstract
- The purposes of the study are to examine the effects of expectations and perceptions of services on customers’ behaviors such as revisit and word of mouth behavior among elderly people at sport facilities. Based on the results, findings are as follows. First, trust and certainty had a statistically positive effect on service quality expectancy. Satisfaction with service quality was found to have a mediating effect on customer behavior in leader satisfaction and program satisfaction. The results indicated that we were highly evaluating the services provided by people-to-people in terms of expectations, that the effect was affecting customer behavior, and we are seeking more investment in human resources. Second, the perceived service quality showed that tangibility, trust and certainty factors have a positive effect on customer behavior. This result indicated that all customer satisfaction showed mediating effect on the tangibility factor of perceived service quality affecting customer behavior. This suggests that the perceived quality of service in the high level of customer behavior should be more interested in the tangibility factor that can actually be felt along with facilities, leaders, programs and operational satisfaction.
- Files in This Item
- There are no files associated with this item.
- Appears in
Collections - College of Natural Sciences > Department of Leisure and Recreation > 1. Journal Articles
Items in ScholarWorks are protected by copyright, with all rights reserved, unless otherwise indicated.