철도 고객의 유지에 영향을 미치는 만족도와전환장벽의 관계 탐구
A Study on Satisfaction and Switching Barriers on Customer Retention of Railway Users
0
조회
0
다운로드
0
인용
0
참고문헌
키워드
초록
본 연구는 철도를 이용하는 고객에 있어서, 고객 만족과 전환장벽이 고객 유지에 어떠한 영향을미치는지 알아보고, 여기에 추가적으로 전환장벽이 고객 만족과 고객 유지의 관계에 어떠한 조절효과를 가지는지 알아보기 위해서 수행되었다. 설문조사로 데이터를 수집하고 그 결과를 분석해 보았다. 연구결과 고객 만족과 전환장벽은 고객 유지에 유의한 영향을 미치고 있었다. 또한 특기할 만한 점으로는 전환장벽을 구분해서 확인해 본 결과 전환비용과 같은 부정적 전환장벽은 조절효과를가지고 있었지만, 관계이익과 같은 긍정적 전환장벽은 조절효과가 없음을 발견하였다.
Abstract
The aim of this study to develop a model that examines the direct effects of customer satisfaction and switching barriers on customer retention as well as the moderating effect of switching barriers on the relationship between customer satisfaction and customer retention among railway users. A questionnaire survey was fulfilled as the means of data collection. The results confirms the significant positive effects of customer satisfaction and switching barriers on customer retention. And it is specially noteworthy that negative switching barrier plays a significant moderating effect on the relationship between satisfaction and customer retention while positive switching barrier does not.
참고문헌 (31)
- 국토교통부, "2017 국토교통 통계연보" (2017)
- 안천헌, "FMECA 적용을 통한 벨트식 도어시스템 신뢰성 향상에 관한 연구", 한국철도학회논문집, 13(1), pp.58~64 (2010), 한국철도학회
- 강태수, "도시철도 고객서비스 만족을 위한 역 특성요소의 표준화 관리방안", 한국철도학회논문집, 15(3), pp.300~305 (2012), 한국철도학회
- Reichheld, F.F., "The Loyalty Effect: The Hidden Force behind Growth, Profits, and Lasting Value" (1996), Harvard Business School Press
- Bitner, M.J., "Service Quality: New Directions in Theory and Practice", pp.72~94 (1994), Sage Publications
- Hunt, H.K., "Conceptualization and Measurement of Customer Satisfaction and Dissatisfaction" (1977), Marketing Science Institute
- Janghyeon Nam, "Brand equity, brand loyalty and consumer satisfaction", Annals of Tourism Research, 38(3), pp.1009~1030 (2011), Elsevier BV[DOI]
- Nguyen, H.T., "Determinants of Customer Satisfaction and Loyalty in Vietnamese Life-Insurance Setting", Sustainability, 10, pp.1~16 (2018)[DOI]
- Jamieson, D., "Customer Retention: Focus or Failure", The TQM Magazine, 6(5), pp.11~13 (1994)
- Singh, R., "An Approach to Increase Customer Retention and Loyalty in B2C World", International Journal of Scientific and Research Publications, 2(6) (2012)
- Reinatz, W., "The Customer Relationship Management Process: Its Measurements and Impact on Performance", Journal of Marketing Research, 41(3), pp.293~305 (2004)[DOI]
- Jones, M.A., "Switching Barriers and Repurchase Intentions in Services", Journal of Retailing, 76(2), pp.259~274 (2000)[DOI]
- Mutum, D., "Online Loyalty and Its Interaction with Switching Barriers", Journal of Retailing and Consumer Services, 21(6), pp.942~949 (2014)[DOI]
- Heesup Han, "Switching intention model development: Role of service performances, customer satisfaction, and switching barriers in the hotel industry", International Journal of Hospitality Management, 30(3), pp.619~629 (2011), Elsevier BV[DOI]
- Heesup Han, "Influencing factors on restaurant customers’ revisit intention: The roles of emotions and switching barriers", International Journal of Hospitality Management, 28(4), pp.563~572 (2009), Elsevier BV[DOI]
- 유한주, "카노모델을 활용한 고속철도 고객의 분류와 고객군별 고객만족 및 전환장벽에 관한 연구:항공기 및 고속버스 고객과의 비교", 품질경영학회지, 33(3), pp.71~90 (2005), 한국품질경영학회
- 진경미, "철도교통 셀프서비스기술이 경험적 가치 및 지속적 이용의도에 미치는 영향", 관광연구저널, 31(7), pp.95~108 (2017), 한국관광연구학회[DOI]
- Richard L. Oliver, "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions", Journal of Marketing Research, 17(4), pp.460~469 (2018), SAGE Publications[DOI]
- Sim, J., "A Model of Customer Satisfaction and Retention for Hotels", Journal of Quality Assurance in Hospitality & Tourism, 7(3), pp.1~23 (2006)
- Nikhashemi, S.R., "Internet Technology, Crm and Customer Loyalty: Customer Retention and Satisfaction Perspective", Middle-East Journal of Scientific Research, 14(1), pp.79~92 (2013)
- Gronhaug, K., "A Transaction Cost Approach to Customer Dissatisfaction and Complaint Actions", Journal of Economic Psychology, 12, pp.165~183 (1991)[DOI]
- Yong Zhang, "Exploring the Impact of Switching Costs on Customer Retention in the Technology Standard Competition Market", Journal of Service Science and Management, 07(04), pp.267~276 (2014), Scientific Research Publishing, Inc,[DOI]
- Chatura Ranaweera, "The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting", International Journal of Service Industry Management, 14(4), pp.374~395 (2003), Emerald[DOI]
- 정호균, "고급레스토랑 고객의 재방문의도 형성과정에서전환비용의 조절효과", 관광학연구, 34(5), pp.331~354 (2010), 한국관광학회
- Danesh, S.N., "The Study of Customer Satisfaction, Customer Trust and Switching Barriers on Customer Retention in Malaysia Hypermarkets", International Journal of Business & Management, 7(7), pp.141~150 (2012)
- Rust, R.T., "Service Quality: Insights and Managerial Implication from the Frontier" (1994), Sage Publications
- Masayuki Yoshida, "Customer Satisfaction with Game and Service Experiences: Antecedents and Consequences", Journal of Sport Management, 24(3), pp.338~361 (2010), Human Kinetics[DOI]
- Tung, G.S., "Promotion, Switching Barriers, and Loyalty", Australian Journal of Business and Management Research, 1(2), pp.30~44 (2011)
- Rosario Vázquez-Carrasco, "Positive vs. negative switching barriers: the influence of service consumers' need for variety", Journal of Consumer Behaviour, 5(4), pp.367~379 (2006), Wiley[DOI]
- Paul G. Patterson, "A cross-cultural study of switching barriers and propensity to stay with service providers", Journal of Retailing, 79(2), pp.107~120 (2003), Elsevier BV[DOI]
- 김종학, "SERVQUAL 기법을 이용한 교통수단별 서비스 품질 평가", 국토연구, 64, pp.77~96 (2010), 국토연구원[DOI]
