Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
권호 표지

The Relationship of the Service Quality, Customer Satisfaction and Re-use Intention in Golf Culb

골프장 서비스품질, 고객만족과 재이용 의도간의 관계

  • Published : 2004.09.01
Download PDF
⟨ Previous Next ⟩

Abstract

This research analysed the Interaction which focus on service quality perception, customer satisfaction, re-use intention in the golf club. First of all, we review the existing literature on measurement of service quality and management. As a result of this review and survey of the employer in golf club, thirteen factors emerged as important to the service management of the golf club; Reservation and Access(RSNA), Golf Course and Convenience Facilities(GCNF), Personal Services(PSER) and After Services(ASER). The structural equation model was utilized for analyzing the influence of service quality factors upon the customer satisfaction and re-use intention. Results show that service quality factors have a statistically significant impact on the customer satisfaction of the golf club. RSNA and GCNF investigated the factors influencing on the satisfaction degree of the customers. But the GCNF and PSER were not significant. Especially, GCNF factors directly influenced on the customer satisfaction and also indirectly impact on the intention of using again.

Keywords

References

  1. 곽수환, 박광태(2000), '백화점의 재이용 결정요인에 관한 연구', 품질혁신, 제1권2호, pp.62-70
  2. 김상현, 오상현(2002), '고객가치가 고객만족과 재구매 의도에 미치는 영향', 경영연구, 제17권 1호, pp.65-92
  3. 김승일(1997), '효율적인 골프장 시설 및 관리', 체육과학논총, 제10호, pp.134-148
  4. 김장환, 남운모, 박진기, 김성익(2003), '골프연습장에서 지도자와 소비자의 접촉유형이 재소비 의도에 미치는 영향', 한국체육과학회지, 제42권 2호, pp.199-207
  5. 김태명(1997), '한국의 은행서비스품질 평가척도 타당성과 소비자 만족에 관한 실증적 연구,' 한국전통상학연구, 제10집, pp.325-351
  6. 권기대, 김승호(2000), '이동통신서비스산업의 서비스품질과 고객만족', 소비문화연구, 제3권 2호, pp.29-47
  7. 박찬규, 최종진(2000), '골프장 시설의 장래 전망에 영향을 미치는 요인에 관한 연구', 한국스포츠행정.경영 학회지, 3(2), pp.33-46
  8. 박장근, 전상희(2000), '골프 참여자들의 골프행태 및 의식에 대한 연구', 한국사회체육학회지, 제13호, pp.465-484
  9. 안민석(1997), '골프 정책의 변화추이와 정책 방향', 한국체육학회지, 36(3), pp.248-256
  10. 엄흥섭, 전영일(2000), '정보시스템의 서비스품질 측정에 관한 연구', 한국생산관리학회지, 제11권 1호, pp.73-101
  11. 윤태석, 구자대(1999), '서비스품질, 고객만족과 재구매 의도간의 관계', 한국상품학회, 제21호, pp.231-253
  12. 이동익, 이창민(2001), '골프장 이용자의 만족도가 재이용 의사에 미치는 효과', 한국사회체육학회지, 제15호, pp.883-892
  13. 이용기, 신두철, 류철(2000), '골프연습장의 환경특성이 서비스 품질고객만족 및 구매행동의도에 미치는 영향', 한국 스포츠산업 경영학회지, 5(1), pp.1-15
  14. 이상석(1996), '항공서비스 품질의 경쟁력', 품질경영학회지, 제24권 4호, pp. 124-140
  15. 이상석, 민상훈(2002), '우체국 서비스품질이 고객만족에 미치는 영향에 관한 연구', 품질경영학회지, 제30권 4호, pp.120-136
  16. 손종열, 박명국, 강현민, 정해황(1998), '골프 산업의 전망과 과제', 한국사회체육학회지, 제9호, PP.269-280
  17. 송광석, 유한주(2001), '전자상거래 서비스품질이 고객만족에 미치는 영향에 관한 연구', 품질경영학회지, 제29권 4호, pp.116-132
  18. 정종훈(1998), '골프 대중화 전략에 관한 연구', 한국체육학회지, 37(1), pp.262-271
  19. 조형훈(1998), '골프로 인한 환경 폐해 현상과 그 대책', 영남대학교 석사학위논문
  20. 제미경, 김효정(2000), '미용실 이용고객의 서비스품질 결정요인과 고객만족', 소비문화연구, 제3권 2호, pp.177-196
  21. Anderson EW, Sullivan M.(1993), 'The Antecedents and consequences of Customer Satisfaction for Firm,' Marketing Science, Vol.12, pp.125-143 https://doi.org/10.1287/mksc.12.2.125
  22. Bagozzi, R.P.(1992), 'The Self Regulation of Attitudes, Intentions, and behavior,' Social Psychology Quarterly, Vol.55, No.2, pp.178-204 https://doi.org/10.2307/2786945
  23. Bitner MJ.(1990), 'Evaluation Service Encounters: the Effects of Physical Surroundings and Employee Responses', Journal of Marketing, Vol 50, pp.69-82
  24. Bolton, R. N. & Drew, J. H.(1991), 'A Multistage Model of Customers' Assessments of Service Quality and Value,' Journal of Consumer Research, Vol.17(March), pp.375-384 https://doi.org/10.1086/208564
  25. Brady, M.K., Robertson, C.J., Cronin, J.J. (2001), 'Managing Behavioral Intentions in Diverse Cultural Environments,' Journal of International Management, Vol.7, pp.129-149 https://doi.org/10.1016/S1075-4253(00)00041-7
  26. Cina, Craig(1990), 'Five Steps to Service Excellence,' The Journal of Service Marketing, Vol.4(Spring), pp.39-47
  27. Cronin, J. J. & Taylor, S.A.(1992), 'Measuring Service Quality: A Reexamination and Extension,' Journal of Marketing, Vol.56(July), pp.55-68
  28. Cronin, J. J. & Taylor, S.A.(1994), 'SERVPERF Versus SERVQUAL: Reconciling Performance- Based and Perceptions-Minus- Expectations Measurement of Service Quality,' Journal of Marketing, Vol.58(Jan.), pp.125-131
  29. Dabholkar P.(1995), 'A Contingency Framework for Predicting Causality between Customer Satisfaction and Service Quality,' Advanced Consumer Research. Vol.22, pp.101-108
  30. Fornel C.A.(1992), 'National Customer Satisfaction Barometer: the Swedish Experience', Journal of Marketing, 56(1), pp.1-18
  31. Gotlieb JB, Grewal D, Brown SW.(1994), 'Customer Satisfaction and Perceived Quality: Complementary or Divergent Constructs?,' Journal of Applied Psychology, 79(6), pp.875-885 https://doi.org/10.1037/0021-9010.79.6.875
  32. Gr$\~{o}$nroos, Christian.(1984), 'A Service Quality Model and its Marketing Implications,' European Journal of Marketing, Vol.18, No.4, pp.36-44 https://doi.org/10.1108/EUM0000000004784
  33. Kelly, S. W., and M. A. Davis(1994), 'Antecedents to Customer Expectations for Service Recovery,' Journal of the Academy of Marketing Science, Vol.22, No.1(Winter), pp.52-67 https://doi.org/10.1177/0092070394221005
  34. Kerlinger, F.(1973), 'Foundation of Behavioral Research,' Holt, Rinehart and Winston, Orlando, FL
  35. McAlexander JH., Kaldenberg DO., Koenig HF.(1994), 'Service Quality Measurement,' Journal of Health Care Marketing, 14(3), pp.34-39
  36. Mohr, L.A., Bitner, M.J.(1995), 'The Role of Employee Effort in Satisfaction with Service Transactions,' Journal of Business Research, Vol.32, pp.39-47
  37. Oliver, R.(1981), 'Measurement and Evaluation of Satisfaction Processes in Retail Settings,' Journal of Retailing, Vol.57(Fall)
  38. Oliver, R.(1980), 'A Cognitive Model of the Antecedents and Outcomes of Satisfaction Decisions,' Journal of Marketing Research, Vol.17, pp.460-469 https://doi.org/10.2307/3150499
  39. Oliver, R.(1997), 'Effect of Expectation and Disconfirmation on Post-exposure Product Evaluations: an Alternative Interpretation,' Journal of Applied Psychology, Vol.62, pp.480-486 https://doi.org/10.1037/0021-9010.62.4.480
  40. Oliver RL., Swan JE.(1989), 'Consumer Perceptions of Inter-person Equity and Satisfaction in Transactions: a Field Survey Approach,' Journal of Marketing, 53(April), pp.21-35
  41. -Parasuraman, A., Zeithaml, V. A., and Berry, L. L.(1985), 'A Conceptual Model of Service Quality and it's Implications for Future Research,' Journal of Marketing, Vol.49(Fall), pp.41-50
  42. Parasuraman, A., Zeithaml, V. A., and Berry, L. L.(1988), 'SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,' Journal of Retailing, Vol.64, No.1, Spring, pp.35-48
  43. __________(1994), 'Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research,' Journal of Marketing, Vol.58(Jan), pp.111-124 https://doi.org/10.2307/1252255
  44. Ricahrd, M. D. and Allaway A. W. (1993), 'Service Quality Attributes and Choice Behavior,' Journal of Service Marketing, Vol.7, No.1, p.60
  45. Singh, Jagdip and Gary K. Rhoads(1991), 'Boundary Role Ambiguity in Marketing- Oriented Positions: A Multidimensional, Multifaceted Operationalization,' Journal of Marketing Research, 28, August, pp.328-338 https://doi.org/10.2307/3172868
  46. Taylor, S. A. and Baker, T.(1994), 'An Assesment of the Relationship between Service Quality and Customer Satisfaction in the Formation of Consumers Purchase Intensions,' Journal of Retailing, Vol.70, pp.163-178 https://doi.org/10.1016/0022-4359(94)90013-2
  47. Teas(1993), 'Expectations, Performance of a Model of Perceived Quality,' Journal of Marketing, Vol.57(October), pp.18-34 https://doi.org/10.2307/1252216
  48. Woodside, Arch G., Lisa L. Frey and Robert Timonthy Daly(1989), 'Linking Service Quality, Customer Satisfaction and Behavioral Intentions,' Journal of Health care Marketing, Vol.9, pp.5-17
  49. Zeithaml, V. A. & Parasuraman, A. & Berry, L. L.(1985), 'Problem and Strategies in Services Marketing,' Journal of marketing, Vol.49(Spring), pp.33-49 https://doi.org/10.2307/1251563
  50. Zeithaml, V. A. & Parasuraman, A. & Berry, L. L.(1988), 'Consumer Perceptions of Price, Quality, and Value: A Means- End Model and Synthesis of Evidence,' Journal of Marketing, Vol.52(July), pp.2-21 https://doi.org/10.2307/1251446
  51. Zeithaml, V. A. & Parasuraman, A. & Berry, L. L.(1996), 'The Behavioral Consequences of Service Quality,' Journal of Marketing, Vol.60(April), pp.31-46