The purpose of this research is to examine the effects of the quality of customer service in the
transportation industry on customer satisfaction and on customer value and to examine the effects
of customer satisfaction and customer value on corporate image. Also, it is to grasp the intensity
of the attributed quality of service with the moderating effect of confidence. As a result of this
research, it is to maximize customer satisfaction through the strategic utilization of the
improvement of the fundamental problems of the service quality and eventually to secure basic
knowledge needed for the customer satisfaction management system of the whole enterprise.
The questionnaire survey was conducted on the respondents who had known or heard about the
contents of service and customer satisfaction, and the measuring questions for the questionnaire
survey were prepared to be suitable to the purpose of this research through the review of
previous researches. For the survey, 300 questionnaires were distributed to the passengers of the
airport buses or intra-city buses in the Busan and Gyeongnam regions and 280 questionnaires
were collected. Of these, defective responses were excluded and the remaining 250 questionnaires
were used for the analysis.
This research was conducted through the following procedures. First, the preliminary
questionnaire survey was conducted with the variables derived through literature research and
based on the data obtained from this, the factor analysis and the reliability verification were
conducted and then the analysis of the influence relationship was conducted, and the whole model
was verified using the variables obtained through the factor analysis and the reliability verification
based on the quality of service established in the research hypotheses.
Key Words: Service Quality, Customer Satisfaction, Customer Value, Corporate Image,
transportation industry
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The purpose of this research is to examine the effects of the quality of customer service in the
transportation industry on customer satisfaction and on customer value and to examine the effects
of customer satisfaction and customer value on corporate image. Also, it is to grasp the intensity
of the attributed quality of service with the moderating effect of confidence. As a result of this
research, it is to maximize customer satisfaction through the strategic utilization of the
improvement of the fundamental problems of the service quality and eventually to secure basic
knowledge needed for the customer satisfaction management system of the whole enterprise.
The questionnaire survey was conducted on the respondents who had known or heard about the
contents of service and customer satisfaction, and the measuring questions for the questionnaire
survey were prepared to be suitable to the purpose of this research through the review of
previous researches. For the survey, 300 questionnaires were distributed to the passengers of the
airport buses or intra-city buses in the Busan and Gyeongnam regions and 280 questionnaires
were collected. Of these, defective responses were excluded and the remaining 250 questionnaires
were used for the analysis.
This research was conducted through the following procedures. First, the preliminary
questionnaire survey was conducted with the variables derived through literature research and
based on the data obtained from this, the factor analysis and the reliability verification were
conducted and then the analysis of the influence relationship was conducted, and the whole model
was verified using the variables obtained through the factor analysis and the reliability verification
based on the quality of service established in the research hypotheses.
Key Words: Service Quality, Customer Satisfaction, Customer Value, Corporate Image,
transportation industry