도심공항터미널 이용자의 지각된 서비스 품질요인과 고객만족에 관한 실증적 연구 －코레일 공항철도 서울역터미널을 중심으로－
An Empirical Study of KARST Visitor’s Perceived Value on Service Quality and Customer Satisfaction
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초록
KARST(KORAIL Airport Railroad Seoul station & Terminal) has placed great emphasis on providing quality value and service to their various customer groups. To improve perceived value and quality of service, it is also important to identify how various customer groups perceive value of the KARST and services differently based on their demographic variables. In this regard, the main objective of this study is to investigate the relationships among the constructs of perceived value, service quality, and customer satisfaction of KARST. The on-site survey was administered and a total of 380 surveys were randomly distributed. A total of 342 complete surveys were used for the data analysis and the data were analyzed using SPSS Win 18.0. According to the findings, the perceived value and service quality factors indicated that the overall perceived value had statistically significant relationships with the following service quality factors: Assurance, Empathy, Responsiveness, and Reliability. These results can be used to enhance the overall perceived value of the visitors to the KARST and it is important to imagine how KARST would deliver caring and individualized attention to their various customer groups.
Abstract
KARST(KORAIL Airport Railroad Seoul station & Terminal) has placed great emphasis on providing quality value and service to their various customer groups. To improve perceived value and quality of service, it is also important to identify how various customer groups perceive value of the KARST and services differently based on their demographic variables. In this regard, the main objective of this study is to investigate the relationships among the constructs of perceived value, service quality, and customer satisfaction of KARST. The on-site survey was administered and a total of 380 surveys were randomly distributed. A total of 342 complete surveys were used for the data analysis and the data were analyzed using SPSS Win 18.0. According to the findings, the perceived value and service quality factors indicated that the overall perceived value had statistically significant relationships with the following service quality factors: Assurance, Empathy, Responsiveness, and Reliability. These results can be used to enhance the overall perceived value of the visitors to the KARST and it is important to imagine how KARST would deliver caring and individualized attention to their various customer groups.
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