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한국 면세점 서비스품질이 중국 관광객의 행동 의도에 미치는 영향
Author
Kai
Journal Title
유통경영학회지
Publication Year
2020
Topics
Summary
This study investigated the interrelationship between overall service quality, customer satisfaction, and customer behavior intentions based on the Chinese consumers’ experience after using duty-free shops in Korea. The analysis revealed that service quality factors (tangibles, reliability, responsiveness, assurance, and empathy) positively affected customer satisfaction, and tangibles, reliability, responsiveness, and empathy positively influenced customer intentions.
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