[경영학과] 서비스품질요인이고객만족에미치는영향에관한연구

서비스 품질요인이 고객만족에 미치는 영향에 관한 연구 - 주유소 서비스 품질을 중심으로 - 김계수?박형권 세명대학교 경상학부 경영학과 A Study on the influence of Service Quality Factors upon the Customer Satisfaction - Focus on Gas Station Service Quality Gye-Soo Kim?Hyung-Kwon Park Dept. of Business Administration, Semyung University Abstract The Service sector has increased dramatically in importance over the last decade, both internationally and in the Korea. Deregulation of services, growing competition, fluctuations in high quality demand, and the application of the Information Technologies are presenting a considerable challenge to service companies. In gas or oil companies are exposed to foreign competitions, price and promotion competition with other companies. Usually Service Quality includes five dimensions: Reliability, Responsiveness, Assurance, Empathy, and Tangibles. Customers use these five dimensions to form their judgements of service quality, which are based on a comparison between expected and perceived service. The in…
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