대한안전경영과학회지 (Journal of the Korea Safety Management & Science)

  • 제9권3호
  • /
  • Pages.127-133
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  • 2007
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  • 1229-6783(pISSN)
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  • 2288-1484(eISSN)
대한안전경영과학회 (Korea Safety Management & Science)
권호 표지

서비스품질과 고객만족의 관계 및 성별 조절효과에 관한 연구

The relationship between service quality and customer satisfaction, and moderating effect of gender

  • Ahn, Kwan-Young (Department of Business Administration, Sangji University)
  • 발행 : 2007.06.30
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초록

This paper reviewed the relationship between service quality and customer satisfaction, and the moderating effect of gender. Based on the responses from 807 customers who encountered employees in telecommunication industry, the results of multiple regressional analysis showed that all service quality factors have positive relationships with customer satisfaction. The results of moderating analysis showed that empathy and tangibility have positive interactive-effects on customer satisfaction with gender. With increasing of empathy and tangibility, female customers have been more satisfied than male customers.

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참고문헌

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