태권도장 서비스 공정성이 수련생 만족 및 재입관 의도에 미치는 영향
The Effects of Taekwondo Training Centers Service Fairness on the Trainees' Satisfaction and Re-enrollment Intention
1
조회
0
다운로드
10
인용
0
참고문헌
키워드
초록
The purpose of this study is to examine the effects of service fairness provided to trainees by Taekwondo training centers on the trainees' satisfaction and re-enrollment intention for the parents of Taekwondo trainees in Busan & Kyungnam region in 2011. As for the study object, Taekwondo training centers were selected per region where random sampling method was used to collect data from 279 participants. As for the data processing, SPSS 15.0 program was used to conduct frequency analysis, factor analysis, correlation analysis and regression analysis. Through the above study result the following conclusion was obtained. First, the service fairness provided by Taekwondo training centers had statistically positive effects on the trainees' satisfaction. Second, the service fairness provided by Taekwondo training centers had statistically positive effects on the trainees' re-enrollment intention. Third, the satisfaction of trainees training Taekwondo had statistically positive effects on the re-enrollment intention. Based on the above conclusion, it was found that the service fairness that consists of allotment, procedure and interaction fairness is strengthening the re-enrollment intention through trainees' satisfaction, and that trainees' satisfaction is an important mediating variable inherent in the relation between service fairness and re-enrollment intention.
Abstract
The purpose of this study is to examine the effects of service fairness provided to trainees by Taekwondo training centers on the trainees' satisfaction and re-enrollment intention for the parents of Taekwondo trainees in Busan & Kyungnam region in 2011. As for the study object, Taekwondo training centers were selected per region where random sampling method was used to collect data from 279 participants. As for the data processing, SPSS 15.0 program was used to conduct frequency analysis, factor analysis, correlation analysis and regression analysis. Through the above study result the following conclusion was obtained. First, the service fairness provided by Taekwondo training centers had statistically positive effects on the trainees' satisfaction. Second, the service fairness provided by Taekwondo training centers had statistically positive effects on the trainees' re-enrollment intention. Third, the satisfaction of trainees training Taekwondo had statistically positive effects on the re-enrollment intention. Based on the above conclusion, it was found that the service fairness that consists of allotment, procedure and interaction fairness is strengthening the re-enrollment intention through trainees' satisfaction, and that trainees' satisfaction is an important mediating variable inherent in the relation between service fairness and re-enrollment intention.
참고문헌 (29)
- 강도원, "인터넷상거래의 물류서비스 품질과 고객만족, 관계품질 및 재구매의도에 관한 연구", 박사, pp.2004
- 권정희, "호텔레스토랑에서의 서비스회복공정성이 관계의 질, 재구매의도, 전환의도에 미치는 영향", 박사, pp.2010
- 이학식, "구조방정식 모형분석과 AMOS 7.0" (2008), 법문사
- 김종필, "스포츠센터 서비스 공정성이 고객만족, 구매행동에 미치는 영향", 한국 스포츠 리서치, 17(3), pp.281~292 (2006), 한국스포츠리서치
- 김종호, "서비스품질, 서비스가치, 만족, 관계의 질 및 재이용의도의 구조적 관계", 마케팅과학연구, 8, pp.49~67 (2001)
- 노동연, "스포츠센터 서비스 공정성과 고객만족, 관계마케팅, 구매행동의 인과관계", 박사, pp.2006
- 문경환, "태권도장의 서비스 공정성과 고객만족, 관계마케팅의 관계", 석사, pp.2008
- 문경환, "태권도장의 서비스 공정성과 고객만족, 관계마케팅의 관계", 한국체육학회지, 47(4), pp.225~236 (2008), 한국체육학회
- 박성준, "태권도장 마케팅전략이 수련생만족 및 구매 후 행동에 미치는 영향", 석사, pp.2009
- 서갑식, "태권도장의 서비스 공정성이 교육만족과 타인추천의도에 미치는 영향", 석사, pp.2009
- 이순오, "태권도장 서비스 공정성이 수련지속의도에 미치는 영향", 석사, pp.2008
- 이정권, "합기도 수련생의 교육서비스 지각과 만족도 및 수련지속의사의 관계", 석사, pp.2010
- 이학식, "소비자행동(제3판)" (2003), 서울: 법문사
- 임종남, "태권도장의 서비스 공정성과 고객만족, 고객충성도, 구매행동의 인과관계", 박사, pp.2007
- 전재은, "태권도 수련생 부모의 서비스 공정성 지각이 고객만족 및 수련지속의도에 미치는 영향", 석사, pp.2010
- 정우진, "골프연습장 이용자의 서비스 공정성 지각이 고객신뢰와 행동의도에 미치는 영향", 한국사회체육학회지, (33), pp.191~200 (2008), 한국사회체육학회
- 조성균, "태권도장의 서비스 공정성, 공중관계성, 구매의도의 인과관계", 한국체육학회지, 49(4), pp.271~280 (2010), 한국체육학회
- 한재근, "태권도장 수련환경이 수련만족 및 수련지속행동에 미치는 영향", 석사, pp.2007
- Alexander, S., "The role of procedural and distributive justice in organizational behavior", Social Justice Research, 1, pp.177~198 (1987)
- Bitner, M. J., "The Service Encounter: Diagnosing Favorable and Unfavorable Incidents", Journal of Marketing, 54, pp.71~84 (1990)
- Bowen, D. E., "HRM and service fairness: How being fair with employees spills over to customers", Organizational Dynamics, 28, pp.7~23 (1999)
- Clemmer, E. C., "Fair service", Advances in Services Marketing and Management, 5, pp.109~126 (1996)
- Kotler, P, "Marketing Management, 9th ed" (1998), Englewood Cliffs, NJ: Prentice-Hall
- Nunnally, J. C., "Psychometric theory" (1994), New York: McGraw-Hill
- Oliver, R. L, "A cognitive model of the antecedents and consequences of satisfaction decisions", Journal of Retailing, 57, pp.25~48 (1980)
- Reichheld, F. F., "Zero defection: Quality comes to services", Harvard Business Review, 68, pp.105~111 (1990)
- Rousseau, D. M, "Psychological contracts in organizations: Understanding written and unwritten agreements" (1995), Thousand Oaka, CA: Sage
- Smith, A. K., "A Model of customer satisfaction with service encounters involving failure and recovery", Journal of Marketing Research, 36, pp.356~372 (1999)
- Sutton, R. S, "Generalization in reinforcement learning: Successful examples using sparse coarse coding", In Advances in Neural Information Processing Systems, 8, pp.1038~1044 (1996)