철도관광 서비스 개선을 위한 서비스 접점 구성요소에 관한 연구
A Study on the Service Encounter Elements in the Passenger Rail Transportation
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Service encounter elements are an area of growing interest to researchers and managers. Because a service encounter consists of bundle of service performance, each with an opportunity to satisfy the consumer. In this paper, a measure of such service encounter elements is proposed, and consequences of this construct are empirically assessed in passenger rail transportation. Literature review was used to develop a conceptual framework and a pool of items to capture service encounter elements. The instrument was tested on a passenger using KORAIL service. Valid responses to 287 questionnaires were statistically analyzed. Data analysis was conducted via confirmatory factor analysis and regression analysis. High Cronbach alpha values supported the reliability of the instrument and content / construct validity were demonstrated. Findings reveal a five-factor structure of service encounter elements in passenger rail service. Service encounter elements were found to be directly related to customer satisfaction and attitude to the service provider. The importance of these findings for practitioners and for future research on service encounter elements is discussed.
Abstract
Service encounter elements are an area of growing interest to researchers and managers. Because a service encounter consists of bundle of service performance, each with an opportunity to satisfy the consumer. In this paper, a measure of such service encounter elements is proposed, and consequences of this construct are empirically assessed in passenger rail transportation. Literature review was used to develop a conceptual framework and a pool of items to capture service encounter elements. The instrument was tested on a passenger using KORAIL service. Valid responses to 287 questionnaires were statistically analyzed. Data analysis was conducted via confirmatory factor analysis and regression analysis. High Cronbach alpha values supported the reliability of the instrument and content / construct validity were demonstrated. Findings reveal a five-factor structure of service encounter elements in passenger rail service. Service encounter elements were found to be directly related to customer satisfaction and attitude to the service provider. The importance of these findings for practitioners and for future research on service encounter elements is discussed.
참고문헌 (38)
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