커피전문점의 서비스품질 측정을 위한 다문항 척도

This Study were conducted to develop a multiple-item scale for measuring the service quality of specialty coffee shop. For developing the scale, piolt test and twice surveys were conducted. Collected data of twice surveys were analyzed reliability analysis and factor analysis of SPSS 12.0KO for Windows As a result of these procedures, a 21-item instrument(called as CoffeeSERV) was developed for assessing the service quality of specialty coffee shops. CoffeeSERV made sure reliability (Cronbach`s α: 0.754~0.934) and content, discriminant and convergent validity. And a result of comparison with other measures (SERVQUAL, KS-SQI), CoffeeSERV is the most appropriate measure for assessing the service quality of specialty coffee shops.