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고객경험과 고객신뢰 및 고객충성도에 관한 구조관계 연구

Structural Relationship Study on Customer Experience, Customer Trust and Customer Loyalty

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키워드

주제분류관광학

초록

The purpose of this study is to examine customer experience on customer trust and customer loyalty at hanwoo restaurant. The sample for the survey was collected from 217 customer. The validity of the measurement items was identified through exploratory factor analysis, confirmatory factor analysis, CCR, MSV and AVE. The hypotheses were tested through structural equation modeling analysis. The results of structural equation modeling show that sensory experience, emotional experience and cognitive experience had a positive effect on customer trust and customer loyalty. Also customer trust had a positive effect on customer loyalty. Limitations and future research directions are also discussed.

Abstract

The purpose of this study is to examine customer experience on customer trust and customer loyalty at hanwoo restaurant. The sample for the survey was collected from 217 customer. The validity of the measurement items was identified through exploratory factor analysis, confirmatory factor analysis, CCR, MSV and AVE. The hypotheses were tested through structural equation modeling analysis. The results of structural equation modeling show that sensory experience, emotional experience and cognitive experience had a positive effect on customer trust and customer loyalty. Also customer trust had a positive effect on customer loyalty. Limitations and future research directions are also discussed.

참고문헌 (56)

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