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휘트니스클럽의 물리적환경이 고객만족 및 충성도에 미치는 영향
김영인(Kim, Young-In),정구중(Jeong, Koo-Jung) 한국체육과학회 2012 한국체육과학회지 Vol.21 No.2
The purpose of this study was to examine the relationship among physical environment, customer satisfaction and loyalty of fitness club. The subjects were 250 customers at five fitness club, and 250 data were collected and 244 of them were chosen as for final data analysis. Data processing was done for frequency analysis and factor analysis using SPSSWIN Ver. 18.0 and confirmatory factor analysis and structural equation model analysis using AMOS 18.0. Based on the above study method and procedures, the result of the study are summarized as follows. First, design factor, social factor, and ambient factor out of physical environment had significant influence on customer satisfaction. Second, customer satisfaction had significant influence on loyalty.
상업스포츠시설의 서비스회복 공정성 지각과 감정, 고객만족 및 충성도에 관한 연구
김영인(Kim, Young-In),정구중(Jeong, Koo-Jung) 한국체육과학회 2013 한국체육과학회지 Vol.22 No.3
The purpose of this study was to examine the relationship among service recovery justice, emotion, customer satisfaction and loyalty of commercial sports facilities. The subjects were customers from five commercial sports facilities, and 500 data were collected and 474 of them were chosen as for final data analysis. Data processing was done for frequency analysis using SPSSWIN Ver. 18.0 and confirmatory factor analysis and structural equation model analysis using AMOS 18.0. Based on the above study method and procedures, the result of the study are summarized as follows. First, distributive justice, procedural justice and informational justice out of service recovery justice had significant influence on emotion. Second, emotion had significant influence on customer satisfaction. Third, emotion had significant influence on attitudinal loyalty and behavioral loyalty. Fourth, customer satisfaction had significant influence on attitudinal loyalty and behavioral loyalty.