대한안전경영과학회지 (Journal of the Korea Safety Management & Science)

  • 제16권3호
  • /
  • Pages.411-420
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  • 2014
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  • 1229-6783(pISSN)
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  • 2288-1484(eISSN)
대한안전경영과학회 (Korea Safety Management & Science)
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주류 유통 도매업체에서 제공하는 서비스 품질 인식과 거래 만족 및 거래 유지 사이 관계에 관한 연구

A study of relationships among the perception of service quality from a liquor wholesale company, deal satisfaction, and maintaining business

  • 투고 : 2014.07.20
  • 심사 : 2014.09.22
  • 발행 : 2014.09.30
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초록

The purpose of this paper is to examine the effects of customer perception about service physical evidence and process quality by liquor wholesaler on customer satisfaction and maintaining business relationship. Also this paper tries to find out the moderating effect of relational duration on those service qualities and deal satisfaction. Based on the responses from 53 stores, the result of multiple regression analysis appears as follow that (1) the perception of intangible service quality is positively related to deal satisfaction, (2) deal satisfaction is positively related to maintaining business, and (3) the interaction of relational duration and each perception of service qualities is significant.

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참고문헌

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