스키장 서비스품질, 고객만족도, 고객충성도의 영향관계

The Effect of Service Quality on Customer Loyalty in Ski-Resort

The purpose of this study was to examine the relationships among service quality of ski-resort, customer satisfaction, and customer loyalty. To this end, an online survey of 1,000 people who have visited ski-resorts in the past 2 years has been conducted. Resulted are as follows. First, the service quality of ski-resort have significantly a positive effect on customer satisfaction and customer loyalty. Second, the customer satisfaction have significantly a positive effect on customer loyalty. Finally, the service quality of ski-resort had indirect mediating impact on the customer loyalty through the customer satisfaction.