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종업원의 행동과 고객만족 사이의 상관관계에 관한 연구 -패스트푸드 레스토랑을 중심으로-

An Empirical Study on Relationship between Clerk's Attitude and Customer's Satisfaction

김기수
한국상품학회 (Korean Academy Of Commodity Science & Technology)|2004.12|상품학연구 (Journal of Product Research)|제33호|pp. 1-21

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참고문헌

주제분류경영학

초록

Abstract

This paper had a purpose to search a relationship between behavioral factors and customer's satisfaction. To study such a relationship, the reliability, the responsiveness, the credibility and the understanding customers, based on SERVQUAL factors, were selected. And the research was performed on about 200 responses. Among the factors, the responsiveness and the credibility has strong relationship with the satisfaction. The results can give some implications on the fast-food industry: due to the characteristics of the industry, customers want to precise responses and courtesy from sales persons.

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