장애인볼링이용자의 볼링장 서비스품질이 서비스가치, 고객만족 및 고객충성도에 미치는 영향

Abstract

The purpose of this study is to investigate the relationship between bowling alley service quality of disabled bowling users with service value, customer satisfaction and customer loyalty. For this purpose, 235 people with physical disabilities using bowling alleys located in Gyeonggi-do were selected as subjects. Based on this, correlation analysis and multiple regression analysis were conducted to find out the effect between the variables. As a result, the following conclusions were obtained.BR First, as a result of examining the relationship between bowling alley service quality and service value of disabled bowling users, service value is a sub-factor of service quality: tangibility (β=.317, p.001), reliability (β=.229, p.001), responsiveness (β=.227, p.001), certainty (β=.388, p.001), and empathy (β= .323, p.001). appeared to have a negative effect. Second, as a result of examining the relationship between bowling alley service quality and customer satisfaction of disabled bowling users, customer satisfaction is a sub-factor of service quality: tangibility (β=.345, p.001), reliability (β=.312, p.01), responsiveness (β=.348, p.001), certainty (β=.359, p.001), and empathy (β=.303, p.001). appeared to have a negative effect. Third, as a result of examining the relationship between bowling alley service quality and customer loyalty of disabled bowling users, customer loyalty is a sub-factor of service quality: tangibility (β=.330, p.001), reliability (β=.292, p.01), responsiveness (β=.337, p.001), certainty (β=.223, p.05), and empathy (β=.265, p.05) were positive (+) was found to have a positive effect. Fourth, as a result of examining the relationship between service value and customer satisfaction of disabled bowling users, it was found that customer satisfaction had a positive (+) effect on service value (β=.322, p.05). Fifth, as a result of examining the relationship between service value and customer loyalty of disabled bowling users, it was found that customer loyalty had a positive (+) effect on service value (β=.327, p.001). Sixth, as a result of examining the relationship between customer satisfaction and customer loyalty of disabled bowling users, it was found that customer loyalty had a positive (+) effect on customer satisfaction (β=.220, p.05).BR Based on these results, it is judged that the value of services for disabled bowling users can be felt according to the service quality of the bowling alley, and the management factors that can maximize customer satisfaction and customer loyalty can be fully satisfied.