Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7
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pISSN : 1226-0533 / eISSN : 2713-6388
- https://journal.kci.go.kr/JTS
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Effects of Perceived Service Quality on Trust, Customer Satisfaction and Customer Loyalty in College and University Food Services
- Journal of Tourism Sciences
- Abbr : JTS
- 2009, 33(2), pp.73-97
- Publisher : The Tourism Sciences Society Of Korea
- Research Area : Social Science > Tourism
Kim Hyeon Cheol 1, Kim Min Ja 2, Kang Eun Sook 2
1중앙대학교
2동국대학교
Accredited
ABSTRACT
Authors intended to determine how perceived service quality affected trust, customer satisfaction and customer loyalty in the context of college and university foodservices. A total of 317 usable questionnaires were collected from enrolled students at 4-year universities. Five dimensions for the perceived service quality of campus dining were identified from second-order factor analysis. The empirical results revealed that perceived service quality was found statistically significant positive influential factor on trust and customer satisfaction. They exerted, in turn, a statistically significant positive influence on customer loyalty, while perceived service quality didn't have any direct significant impact on customer loyalty in the study. As expected, trust was found influencing significantly on customer satisfaction.
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