, (, 2000) (public management),,, ( ), (Parasuraman, 1988), Lacobucci(1996) (consumer evaluation),,, ( ) ( E x p e c t a t i o n ) (, 2001) Parasurama

Size: px

Start display at page:

Download ", (, 2000) (public management),,, ( ), (Parasuraman, 1988), Lacobucci(1996) (consumer evaluation),,, ( ) ( E x p e c t a t i o n ) (, 2001) Parasurama"

강희 시
8 years ago
Views:

1 ( + ),, (, 1998),,

2 , (, 2000) (public management),,, ( ), (Parasuraman, 1988), Lacobucci(1996) (consumer evaluation),,, ( ) ( E x p e c t a t i o n ) (, 2001) Parasuraman(1988), (tangibles) (reliability) (responsiveness) (assurance) ( e m p a t h y )

3 J o h n s t o ns i l v e s t r o ( 1990 ) (access) (appearance /aesthetics) (availability) (cleanliness/tidiness) (comfort) (communication) (competence) (courtesy) ( f r i e n d l i n e s s ) (reliability) (responsiveness) ( s e c u r i t y ) Parasuraman(1988), JohnstonS i l v e s t r o (Johnston, R, 1995) (Holbrook & Corfman, 1985; Steenkamp, 1989),,,,,, ( ) (Rust & Oliver, 1994) (an interactive relativistic preference experience) ( v a l u e ) 1 ) (Juran, 1988), <1 >,, ( ) (Rust & Oliver, 1994),, (Holbrook, 1987; Rust & Oliver, 1994) ( Ta y l o r, 1961: 26-31),, (,, ), ( ) ( ) ( ) ( ), 1) ( ),,

(Johnston, R, 1995) (Holbrook & Corfman, 1985; Steenkamp, 1989),,,,,, ( ) (Rust & Oliver, 1994) (an interactive relativistic preference experience) (

4 <1 > 8 8,,, ( ), ( ), (Rust & Oliver, 1994), 8,,,,,, ( ) (, 2002), 97 % (, 1998) ( ),

5 (, 2000) 2 ) (, 2000) 3 ), <2 > (, 2002) 2), (Fitzgerald & Durant, 1980: 585),,,, (, 2000) 3),, (, 2001)

6 ,,

7 ,,, (, 2000),, ,, (Sell, 1982), 4 ) (, 1998),,, (, 1990),, 4) 1

8 (residential mobility regime) (, 1988),,,,, - ( : Jobs-Housing Balance) (Martin, 1993; Punping, 1993; Peng, 1997), (residential mobility),,,, (, 1990), (, 1998),, 1960 ( ) ( t r a d e - o ff) A l o n s o ( 1964 ),,,,, (Martin, 1993), ( ),,,,, ( ), 5 ),,,, (,,, ) (Porell, 1982) ( 1999 ),,,, 5) < >

1990), (, 1998),, 1960 ( ) ( t r a d e - o ff) A l o n s o ( 1964 ),,,,,

9 , ( e x t e r n a l i t y e ff e c t s ) (unpriced eff e c t s ) ( ),,,,,,,,, (, 1988) ( ) (public choice theory) (voting with the feet) ( Tiebout, 1956) ( ), ( ), ( ), ( ), ), ( )

10 ?, <1 > ( ) <2 > <3 > 6 ),,,,,,,,,, < 1 > 6),

11 7 ) 7 (quota sampling),, 27, 7, 10 5 ( 1996), ( 2001) , %, % % 7 : 3 559%, 44 1 % %, %, % %, %, % % 519%, 48 1 %, %, %, % , ( ) 263%, 224%, 134%, 70%, 149%, 19 9 % 7) 2 5 (,,,,,, ) (, 2000)

246%, 21 24 9 % 10 20 277%, 30 288%, 40 296% 50 13 9 % 519%, 48 1 %, 100 132%, 100-200

12 ,,,,,,,,,, 10 ( <4> ), ( ) (1), 5 (2) (3) 5,

13 , (4) 5, 5, (5), 5 (6), (7), 5, (8),, (9) 5, <5 > 5 ( R 2 ) 47 2 %3 9 0 % F p < ( = 298 ) ( =225), ( =296), ( = 286 ) ( =223), 5 ( R 2 )5 2 5 %4 7 0 % F p < ( = 531 ) ( =332), ( =-326), ( =324), ( = ) ( = 395 ) ( =367), 5 ( R 2 )5 2 5 %5 5 9 %

=223), 5 ( R 2 )5 2 5 %4 7 0 % F 11 2928 860 p < 001 5 ( = 531 ) (

14 F p < 001, 5 ( =370), ( = 308 ), ( = 603 ) ( =382), ( =358) <6 >, ( ) ( ) 37 0 % 44 3 % 21 8 %,, 31 9 % ( <7> )

15 ?, ( <8> <9 > ), 10 5 t, 5,,,,, ( <8> ),,,,,,,,,,, ( <9 > )

17 , ( <1 0 > ) 5 ( R 2 ) 10 6 %1 4 6 % F p < 05, ( =151), ( = ) ( =-087), ( = 186 ) ( =-431), ( = ) ( = 133 ), ( = ) ( = 213 ), ( =200), ( =173), ( =-146), ( =133),

186 ) ( =-431), ( = - 178 ) ( = 133 ), ( = -

18 ,,,,,,,,,, 63 0 %, %, (,,,,, )

19 ,,,,,, (1998), 4: (2001), 13(4): (1988) -, 3(4): (2000), 12(2) (2000), 15: (2000), 12(1): (1998), 17(2): (2002) (1997), 29(1) (2000) : (1998), 33(2) (1998), 10(1): (2002), 14(2): (2000)

39-65 (1998), 17(2): 25-51 (2002) (1997), 29(1) (2000) :

20 , 12(1) (2001) -, 13(4): (1999), 34(5): (1990), 6: Alonso, W (1964) Location and Land Use Cambridge: Harvard University Press Holbrook, M B, & Corfman, K P (1985) Quality and value in the consumption experience: Phaedrusrides again, In J Jacoby & J C Olson(eds), Perceived quality: How consumers view stores and merchandise Lexington, MA: D C Heath Johnston, R, Silvestro, R (1990) The determinants of service quality - a customer-based approach T h e Proceedings of the Decision Science Institute Conference San Diego, CA, November Juran, J M (1988) Juran on planning for quality New York: Free Press Lacobucci, D, Ostrom, A L, Braig, B M, Bezjian-Avery, A (1996) A Canonical Model of Consumer Evaluations and Theoretical Bases of Expectation, Swartz, T A, Bowen, D E, Brown, S W, A d v a n c e s in Services Marketing and Management 5: JAI Press, Greenwich, CT Martin, Brian D, Taylor, Ned Levine, & Paul Ong (1993) The Changing Commute: A Case-Study of the Jobs Housing Relationship Over Time Urban Studies 30(1) Parasuraman, A, Zeithaml, V A, Berry, L L (1988) SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality Journal of Retailing Peng, Zhong-Ren (1997) The Jobs-Housing Balance and Urban Commuting Urban Studies 34(8) Porell, F R (1982) Models of Intraurban Residential Relocation Boston: Kluwer Nijhoff Publishing Punping, Sureeporn (1993) Correlates of Commuting Patterns: A Case Study of Bangkok, Thailand U r b a n S t u d i e s 30(3) Rust, Roland T & Oliver, Richard L (1994) Service Quality-New Directions in Theory and Practice Thousand Oaks: Sage Publications, Inc Sell, R (1982) A Research Note on the Demography of Occupational Relocations Social Forces Steenkamp, J B E M (1989) Product quality: An investigation into the concept and how it is perceived by c o n s u m e r s Assen/Maastricht, The Netherlands: Van Gorcum Taylor, P W (1961) Normative discourse EngleWood Cliffs, NJ: Prentice-Hall Tiebout, C M (1956) A Pure Theory of Local Expenditure The Journal of Political Economy 64: World Development Report (1991) The challenge of development Oxford University Press (1987) Some notes on the banausic interrelationships among marketing academics and practitioners, In R W Belk & G Zaltman(eds), Proceedings of the Winter EducatorsC o n f e r e n c e, Chicago, IL: American Marketing Association

Silvestro, R (1990) The determinants of service quality - a customer-based approach T h e Proceedings of the Decision Science Institute Conference San Diego, CA, November Juran, J M (1988) Juran on

21 University of Southern California ( : Citizen Evaluation of Administrative Responsiveness -Local Government in S Korea, 1996),,, - - (2000), (1999), - - (2001), ( 2000 ), (1999) (jche@ikackr) U n i v e r s i t y of Southern California ( : Strategies for Productivity Improvement in Public Organization: The Case of the Korean National Railroad, 1996),,, (2000), (2002), (SERVQUAL) (2002), (2000), (2002) (hblee@yumailackr) ( :, 1997),,, (2002), (2000), (1999), (2000), (2001), (SERVQUAL) (2002) ( k s s o n d a e g u a c k r )

최종보고서.PDF

최종보고서.PDF . 1.... Westbrook and Newman(1978),,, 8). Anderson (1973) 9)., Anderson. () (ou tcom e) () (p rocess)() 10). 8) Westbook, R. A. and Newman J. W., An Analysis of shopper Dissatisfaction for major Household