Journal of the Korean Applied Science and Technology (한국응용과학기술학회지)

The Korean Society of Applied Science and Technology (한국응용과학기술학회)
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The Relationship among Service quality, Satisfaction and Customer Loyalty of Children's Pool

어린이수영장의 서비스품질과 만족 및 고객충성도 관계

  • Kim, Hwa-Ryong (Division of Sports, Korea National University of Transportation.Korea Institute of Sports science) ;
  • Seong, Moon-Jung (Division of Sports, Korea National University of Transportation.Korea Institute of Sports science)
  • 김화룡 (한국교통대학교 스포츠학부.한국스포츠정책과학원) ;
  • 성문정 (한국교통대학교 스포츠학부.한국스포츠정책과학원)
  • Received : 2019.12.09
  • Accepted : 2019.12.20
  • Published : 2019.12.30
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Abstract

This study examines the relationship between service quality, satisfaction and customer loyalty of children's pool. The population distributed a questionnaire to a sample of 300 subjects, and a total of 297 questionnaires were used for data analysis, excluding 3 questionnaires that were determined to be unsatisfactory among the collected questionnaires. In this study, frequency analysis, reliability analysis, exploratory factor analysis, correlation analysis, multiple regression analysis, and simple regression analysis were performed using PASW 21.0. In this study, the significance level of all statistics was set to .05 and the following conclusions were drawn. First, facilities, programs, costs, human resources, and trust in the service quality of children's pools were found to affect satisfaction. Second, the cost, personnel nursery, and trust of the children's pool service quality were found to affect customer loyalty. Third, satisfaction with the service quality of the children's pool affects customer loyalty.

본 연구는 어린이수영장의 서비스품질과 만족 및 고객충성도 관계를 알아보자 한다. 모집단은 총 300명을 표본대상으로 설문지를 배포하였으며, 회수된 설문지 중 불성실하게 응답했다고 판단된 3부의 설문지는 제외하여 총 297부의 설문지를 자료 분석에 사용하였다. 이 연구에서는 PASW 21.0을 활용하여 빈도분석, 신뢰도 분석, 탐색적 요인분석, 상관관계분석, 다중회귀분석, 단순회귀분석을 실시하였다. 이 연구에서는 모든 통계치의 유의수준을 .05로 설정하여 다음과 같은 결론을 도출 하였다. 첫째, 어린이수영장 서비스품질의 시설, 프로그램, 비용, 인적자원, 신뢰는 만족에 영향을 미치는 것으로 나타났다. 둘째, 어린이수영장 서비스품질의 비용, 인적아원, 신뢰는 고객충성도에 영향을 미치는 것으로 나타났다. 셋째, 어린이수영장 서비스품질에 대한 만족은 고객충성도에 영향을 미치는 것으로 나타났다.

Keywords

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