스포츠서비스접점에서의 고객참여가 고객만족에 미치는 영향 - 인지된 종업원 직무능력의 매개효과를 중심으로 -

스포츠서비스접점;고객참여;인지된 종업원 직무능력;고객만족;796

사범대학 체육교육과,글로벌스포츠매니지먼트전공 ;

University:서울대학교 대학원

关键词: 스포츠서비스접점;    고객참여;    인지된 종업원 직무능력;    고객만족;    796;   

Others  :  http://s-space.snu.ac.kr/bitstream/10371/127451/1/000000141977.pdf

美国|英语

来源: Seoul National University Open Repository

【 摘 要 】

active effort, communication effort, sympathy effort, and compliance effort.To achieve the purpose of this study, the on-line survey was conducted in the context of sport service encounter and the target population for the study was individuals who were taking the personal training(PT) service at a fitness center. A total of 281 individuals participated in the study. From these data, degree of customer participation, the level of perceived staff competence and customer satisfaction were measured. The collected data were analyzed through descriptive statistics analysis and reliability analysis utilizing SPSS 23.0, and confirmatory factor analysis(CFA), and validity analysis with AMOS 21.0. After CFA was conducted, the structural equation model(SEM) analysis was applied to verify the research hypotheses.The results were as follows: First, among 4 dimensions of customer participation during the sport service encounter, activity effort and sympathy effort had a significant impact on perceived staff competence. Second, perceived staff competence also had a significant effect on customer satisfaction. In addition, perceived staff competence partially mediated the effects of customer participation on customer satisfaction. In conclusion, sport service consumers who have higher level of participation in the service process would have a greater chance to be satisfied with the service they are involved with.