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ISSN : 1229-6783(Print)
ISSN : 2288-1484(Online)
Journal of the Korea Safety Management & Science Vol.16 No.3 pp.411-420
DOI : https://doi.org/10.12812/ksms.2014.16.3.411

주류 유통 도매업체에서 제공하는 서비스 품질 인식과 거래 만족 및 거래 유지 사이 관계에 관한 연구

최형진*, 정현승**
*건국대학교, **연세대학교 경영학과

A study of relationships among the perception of service quality from a liquor wholesale company, deal satisfaction, and maintaining business

Hyun Seung Chung**, Hyung Jin Choi*
**Dept. of Business, Yonsei University
*Dept. of , Kunkook University

Received July 20, 2014; Revision Received September 18, 2014; Accepted September 22, 2014.

Abstract

The purpose of this paper is to examine the effects of customer perception about service physical evidenceand process quality by liquor wholesaler on customer satisfaction and maintaining business relationship. Alsothis paper tries to find out the moderating effect of relational duration on those service qualities and dealsatisfaction. Based on the responses from 53 stores, the result of multiple regression analysis appears as followthat (1) the perception of intangible service quality is positively related to deal satisfaction, (2) deal satisfactionis positively related to maintaining business, and (3) the interaction of relational duration and each perception ofservice qualities is significant.
Liquor Wholesale Company,Service Physical evidence Quality Recognition,Service Process Quality Recognition,Deal Satisfaction,Maintaining Business

 

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