무용학원 서비스품질 요인이 성과와 충성도에 미치는 영향
The Effect of Service Quality on Consequences and Loyalty of Dance Academy
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The purpose of this study was to examine the effect of service quality on consequences and loyalty of dance academy. Service quality factors were defined as tangibles, reliability, responsiveness, assurance, and empathy. Consequences were defined as customer satisfaction and general quality level. Our model was used to develop dimensions of service quality and to investigate customer satisfaction and loyalty on dance academy. The results are that there is a significant relationship between service quality and overall satisfaction, service quality level. Furthermore, a significant effect relationship exists between overall satisfaction, service quality level and loyalty. As result, this study shows that service quality affects consequences and loyalty on dance academy.
Abstract
The purpose of this study was to examine the effect of service quality on consequences and loyalty of dance academy. Service quality factors were defined as tangibles, reliability, responsiveness, assurance, and empathy. Consequences were defined as customer satisfaction and general quality level. Our model was used to develop dimensions of service quality and to investigate customer satisfaction and loyalty on dance academy. The results are that there is a significant relationship between service quality and overall satisfaction, service quality level. Furthermore, a significant effect relationship exists between overall satisfaction, service quality level and loyalty. As result, this study shows that service quality affects consequences and loyalty on dance academy.
참고문헌 (32)
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