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http://dx.doi.org/10.5762/KAIS.2013.14.10.4847

The Effects of Service Quality on Customer's Behaviors  

Lee, Deok-Soo (Dept. of Industrial Engineering, Halla University)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.14, no.10, 2013 , pp. 4847-4854 More about this Journal
Abstract
It can be said that nowadays, customers don't recognize that only good quality products as selection attribute regarding products quality can satisfy them. The case in service industries is also the same. Service quality is most affected by the criteria that customers themselves evaluate. Customers who are not satisfied with services provided institutions will disregard them. In consequence, this will affect their profitability. Collected questionnaires were analyzed using SPSS v.15 for the concrete proof analysis and the results are as follows. First, Service quality works as an important factors on customer's behavior. Second, Relationship quality serves as a mediated role between service quality and customer's behavior.
Keywords
Customer's behavior; Relationship quality; Service quality;
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