대학교 급식 서비스품질 지각이 신뢰, 고객만족 및 고객애호도에 미치는 영향

Effects of Perceived Service Quality on Trust, Customer Satisfaction and Customer Loyalty in College and University Food Services

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.