지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
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Previous studies only investigated perceived value and trust(a single dimension) as a psychological mechanism in the ``service quality-customer satisfaction`` relation. So, the aim of this research is to examine the psychological mechanism of the trust dimension in the relationship between service quality dimensions(outcome quality, process quality, physical environment quality) and customer satisfaction. A model integrating three dimensions of service quality, three dimensions of trust, and the customer satisfaction was tested using the data of 265 general consumers. The results of the data analysis showed that the service quality positively influenced on the trust. Namely, the outcome quality was positively related to expertise-based trust and social benevolence-based trust, and the process quality was a significant positive relationship with integrity-based trust and social benevolence-based trust, and the physical environment quality positively influenced on the integrity-based trust and social benevolence-based trust. Also, three dimensions of trust strongly influenced on the customer satisfaction.
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