선박관리회사의 서비스품질이 고객만족 및 고객충성도에 미치는 영향

Abstract

The purpose of this study is to extract the factors affecting service quality of ship management company, customer satisfaction, and customer loyalty and to find out what effect service quality of ship management company & customer satisfaction, service quality of ship management company & customer loyalty, and customer satisfaction & customer loyalty have respectively, as follows: First, the study aims to determine whether factors of service quality of ship management company, customer satisfaction, and customer loyalty can be extracted. Secondly, this study tries to identify what effect service quality of ship management company has on customer satisfaction. Thirdly, this study seeks to discern what effect service quality of ship management company has on customer loyalty. And fourthly, this study attempts to find out what effect customer satisfaction has on customer loyalty. The results from the factor analyses confirmed that service quality as an independent variable comprised of 5 dimensions such as tangibility, reliability, responsiveness, assurance, and empathy. Reliability of all the variables was also very high with Cronbach's Alpha ≥ 0.9. Customer satisfaction as a mediating variable was very high, with Cronbach's Alpha = 0.922 because it exceeded 0.9. Customer loyalty as a dependent variable was very high, with Cronbach's Alpha = 0.910 because it exceeded 0.9. From these, we could discern that there was no problem in analyzing those variables because their Cronbach's Alphas exceeded 0.6. The results of hypothesis testing through regression analysis showed that the hypothesis between service quality of ship management company and customer satisfaction was accepted in terms of all 5 service quality dimensions of tangibility, reliability, responsiveness, assurance, and empathy. Also, the hypothesis between service quality of ship management company and customer loyalty was accepted in terms of all 5 service quality dimensions of tangibility, reliability, responsiveness, assurance, and empathy. Lastly, the hypothesis between customer satisfaction and customer loyalty was accepted.