Journal of the Korea Institute of Building Construction (한국건축시공학회지)

The Korean Institute of Building Construction (한국건축시공학회)
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Relationship between Customer Satisfaction with Service Quality and Repurchase Intention for Apartment Houses

공동주택의 서비스품질이 고객만족도 및 재구매에 미치는 영향에 관한 연구

  • Park, Gyu-Tae (Department of Architectural Engineering, Kyonggi University) ;
  • Kim, Jin-Dong (Department of Architectural Engineering, Kyonggi University) ;
  • Seo, Deuk-Seok (Department of Architectural Engineering, Halla University) ;
  • Kim, Gwang-Hee (Department of Architectural Engineering, Kyonggi University)
  • Received : 2011.01.21
  • Accepted : 2011.03.07
  • Published : 2011.04.20
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Abstract

In increasingly competitive market conditions, domestic construction companies are struggling to secure a competitive edge by increasing consumer satisfaction. In these circumstances, a greater emphasis needs to be put on providing an upgraded level of quality in the area of addressing defects to the satisfaction of customers, which is considered to have a great impact on customer satisfaction. This empirical study of the relationships among service quality, customer satisfaction, and repurchase intention aims to provide basis data for increasing service quality, particularly in dealing with the defect issues facing construction companies. To this end, a literature review was carried out on the concept of service quality along with defect issues, and customer satisfaction and influential factors were identified. Building on these foundations and findings, a survey was administered to residents in housing dwellings such as apartments. The results of this study are expected to heighten awareness of the need for increased service quality, which may have a critical influence on customer satisfaction and repurchase intention, and will thereby contribute to enhancing competitiveness and other aspects of the current construction industry.

국내 건설시장의 본격화된 경쟁적인 환경 속에서 건설사들은 소비자 만족도의 향상을 통하여 경쟁력 확보에 노력을 기울이고 있다. 고객 만족에 많은 영향을 미치는 하자처리 과정에 있어서 서비스 품질의 향상이 필요할 것으로 사료된다. 따라서 본 연구에서는 서비스 품질, 고객만족도, 재구매 의사와의 관계를 실증적으로 조사, 분석하여 건설회사의 하자처리 서비스 품질을 개선할 수 있는 자료를 제시하고자 한다. 이를 위해 서비스 품질의 개념, 하자처리, 고객만족에 관한 선행연구를 통하여 영향을 미칠 수 있는 항목들을 파악하고, 파악된 항목을 토대로 거주자들을 대상으로 설문조사를 실시하였다. 본 연구 결과 나타난 고객 만족도, 재구매의사에 많은 영향을 미치는 서비스 품질요소의 인식과 개선노력을 통하여 건설사의 경쟁력 확보에 기여할 것으로 판단된다.

Keywords

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