카노모델을 활용한 고객군의 분류와 고객군별 고객만족 및 전환장벽에 관한 연구- 백화점과 대형할인점 고객을 중심으로-

Abstract

In this research, we tried to measure the impact of service quality on the customer satisfaction, customer retention and switching barriers in the department and discount store customers. Also, we analyzed the characteristics of each customer group by Kano methodology. It was performed by utilizing the methodology for measuring the degree of service quality which has been adopted in the service quality research area. Using the internet survey method, we gathered data from 750 consumers at those industries. The quality of service is consisted of five dimensions; reliability, responsiveness, assurance, empathy and tangible. The results of the study about the effect of service quality, the customer satisfaction, customer retention and switching barriers will be presented.