SRT 서비스품질이 고객 반응과 재이용의도에 미치는 영향

Abstract

The Purpose of this study is to measure customer response to the service quality of SRT high-speed trains, to derive key service quality factors that affect their intended reuse and to establish their correlation. To this end, a survey of 213 SRT high-speed train users was conducted and analyzed, resulting in three main service quality factors: interaction quality, outcome quality and physical environment quality and customer responses were identified as service value and emotional value. As a result of the analysis, seven out of eight hypotheses were adopted in the hypothesis test between service quality, head response, and intention to reuse. The conclusions of this study are as follows: First, in the hypothesis established to identify the relationship between service quality characteristics and service value of customer response factors, the resulting quality and physical environment quality have a significant impact on service value. This can be seen as a result of the weakening of communication and empathy with customers and SRT employees due to the impact of the Covid-19 virus that has continued for more than a year. Second, the hypothesis established to establish the relationship between the characteristics of service quality and the emotional value of customer response factors shows that interaction quality, outcome quality, and physical environment quality all have significant effects on emotional value. Third, the hypothesis established to establish the relationship between customer response and reuse intention showed that all factors, such as interaction quality, outcome quality, and physical environment quality, significantly affect reuse intention.