Abstract
This study aims to provide a systematic and comprehensive explanation of the effect of pension service quality on revisit intention for customers who have experienced pension facilities. Interaction quality, physical environment and accessibility had been set as influential variables that might affect customer satisfaction, customer trust, and revisit intention. In order to empirically verify the established hypothesis, data were collected through a questionnaire survey, and structural equation analysis was conducted using SPSS and AMOS programs. As a result, it was confirmed that the relationship between service quality and customer satisfaction had been supported, while the relationship between service quality and customer trust had been partially supported. Moreover, the relationship among the satisfaction, trust and revisit intention had been all accepted. Through the study, we expect this study will help with expanding the scope of future studies on pension management.
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