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The Impact of Service Quality on the Customer Satisfaction and Customer Loyalty in Social Welfare Center

  • Korean Society and Public Administration
  • Abbr : KSPA
  • 2015, 25(4), pp.37-60
  • Publisher : Seoul Association For Public Administration
  • Research Area : Social Science > Public Administration

서윤희 1 Kim, Byung-kyu 2

1대구대학교
2국립안동대학교

Accredited

ABSTRACT

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.

Citation status

* References for papers published after 2023 are currently being built.

This paper was written with support from the National Research Foundation of Korea.