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이덕재(Duk Jae Lee),오기헌(Ki Hyun Oh) 한국호텔외식관광경영학회 1999 호텔경영학연구 Vol.8 No.1
The purposes of this study can be summarized as follows. First, This paper is to examine the relationships between service quality and customer satisfaction in hotel industry. Second, This paper is to examine between SERVQUAL and SERVPERF score. Regarding these purpose, two hypotheses were developed and experimental data were analyzed. And the findings of this study were followed. First, Relationship of Service quality→customer satisfaction→purchase intentions was not significant, whereas customer satisfaction→service quality→purchase intentions was significant. Second, It appeared that SERVPERF score was superior to SERVQUAL score.