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@article{ART001966778},
author={서윤희 and Kim， Byung-kyu},
title={The Impact of Service Quality on the Customer Satisfaction and Customer Loyalty in Social Welfare Center},
journal={Korean Society and Public Administration},
issn={1225-8652},
year={2015},
volume={25},
number={4},
pages={37-60}

TY - JOUR
AU - 서윤희
AU - Kim， Byung-kyu
TI - The Impact of Service Quality on the Customer Satisfaction and Customer Loyalty in Social Welfare Center
JO - Korean Society and Public Administration
PY - 2015
VL - 25
IS - 4
PB - Seoul Association For Public Administration
SP - 37
EP - 60
SN - 1225-8652
AB - specific welfare center such as rehabilitation center for the disabled and senior welfare center except for existing community welfare center, has increased as environmental change of policy and demand of specialization of regional welfare service. This study explored the similarity and difference due to type of social welfare center. Specifically, the study explored the impact of service quality of rehabilitation center for the disabled and senior welfare center on customer satisfaction and customer loyalty using SERVPERF. In the results, there is difference in the impact of service quality of welfare center on customer satisfaction and customer loyalty between rehabilitation center for the disabled and senior welfare center. Assurance and empathy affect customer loyalty through customer satisfaction indirectly in senior welfare center while reliability and tangibles affect customer loyalty through customer satisfaction indirectly as well as reliability affect customer loyalty directly in rehabilitation center for the disabled. These findings suggest different strategies are required to meet the demand of specific welfare customers.
KW - senior welfare center;rehabilitation center for the disabled;service quality;customer satisfaction;customer loyalty
DO -
UR -
ER -

서윤희 and Kim， Byung-kyu. (2015). The Impact of Service Quality on the Customer Satisfaction and Customer Loyalty in Social Welfare Center. Korean Society and Public Administration, 25(4), 37-60.

서윤희 and Kim， Byung-kyu. 2015, "The Impact of Service Quality on the Customer Satisfaction and Customer Loyalty in Social Welfare Center", Korean Society and Public Administration, vol.25, no.4 pp.37-60.

서윤희, Kim， Byung-kyu "The Impact of Service Quality on the Customer Satisfaction and Customer Loyalty in Social Welfare Center" Korean Society and Public Administration 25.4 pp.37-60 (2015) : 37.

서윤희, Kim， Byung-kyu. The Impact of Service Quality on the Customer Satisfaction and Customer Loyalty in Social Welfare Center. 2015; 25(4), 37-60.

서윤희 and Kim， Byung-kyu. "The Impact of Service Quality on the Customer Satisfaction and Customer Loyalty in Social Welfare Center" Korean Society and Public Administration 25, no.4 (2015) : 37-60.

서윤희; Kim， Byung-kyu. The Impact of Service Quality on the Customer Satisfaction and Customer Loyalty in Social Welfare Center. Korean Society and Public Administration, 25(4), 37-60.

서윤희; Kim， Byung-kyu. The Impact of Service Quality on the Customer Satisfaction and Customer Loyalty in Social Welfare Center. Korean Society and Public Administration. 2015; 25(4) 37-60.

서윤희, Kim， Byung-kyu. The Impact of Service Quality on the Customer Satisfaction and Customer Loyalty in Social Welfare Center. 2015; 25(4), 37-60.

서윤희 and Kim， Byung-kyu. "The Impact of Service Quality on the Customer Satisfaction and Customer Loyalty in Social Welfare Center" Korean Society and Public Administration 25, no.4 (2015) : 37-60.