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방한 일본인의 여행상품에 대한 서비스품질이 여행자만족 및 애호도에 미치는 영향
정삼권(Sam Kwon Jung),민혜성(Hye Sung Min),변정우(Jung Woo Byun) 한국호텔외식관광경영학회 2010 호텔경영학연구 Vol.19 No.1
This research is conducted to examine if the service quality of a tourism product has a direct influence on the role of tourist guides, tourist satisfaction and loyalty and if the role of a tourist guide has a catalystic effect on tourist satisfaction and loyalty. The research results are the following. First, the service quality of a tourism product has a considerable effect on the role of tourist guides, tourist satisfaction and loyalty. Second, the role of a tourist guide is shown to have a considerable effect on tourist satisfaction and loyalty. Third, the study shows that the role of tourist guides has partial catalytic effects on the service quality of tourism product, tourist satisfaction and loyalty. The implications of this research are the following: First, Japanese tourists visiting Korea mostly in package tours are mainly around 30~50. Therefore, we need to plan diverse products fitting the age group to promote Korean tourist products as a marketing strategy. Secondly, it was shown that their visit to Korea was mostly their first or second time visit. This result shows that there are still many tourists who have never visited Korea before. Thus there is a need for governmental interest and investment in order to notify and leave an impression about Korea to the visitors. Thirdly, there is a need for detailed market analyzation on the Japanese tourists(both individual and groups) who visit Korea. It is important to have them visit because we are attractive, not because of the fact that we are so near by. Finally, the tourist guides` role has direct influence and catalytic effects on Japanese tourist satisfaction other than the service quality of tourism product in Korea. Therefore the government and tourism organizations need sustaining support to promote good tour products and to educate tourist guides for their better service to the tourists.
관광산업에서 정보시스템 품질이 개인 및 기업 성과에 미치는 영향에 관한 연구
정삼권(Sam Kwon Jung),민혜성(Hye Sung Min),변정우(Jung Woo Byun) 한국호텔외식관광경영학회 2010 호텔경영학연구 Vol.19 No.3
The purpose of this study is to measure impacts of successful Information System (IS) model in tourism (airline, hotel, and travel) industry. Based on the review of previous studies, the following research purposes were established: First is to develope a information system quality which includes IS quality (system quality, information quality, service quality, and partnership quality). Second is to find out how the IS qualities (system, information, service, and partnership) affects user satisfaction. Third is to verify how the IS user satisfactions affects the actual individual and organizational impact. Fourth is to verify how the IS individual impact affects the organizational impact. The results of this study shows the following implications: First, the quality (system, information, service, and partnership) is one of the key factors to forecast of IS. Second, the most important success factor among IS quality is partnership quality. Third, IS user satisfaction is a valid mediator of IS quality and impact. Fourth, user satisfactions on IS is very important since they either bring out positive or negative outcomes. Finally, only the sustained improvement and consolidation of IS with continuous feedback will bring out user satisfaction and ultimately the best performances of employees and companies.
정삼권(Sam Kwon Jung),변정우(Jeoung Woo Byun) 한국호텔외식관광경영학회 2009 호텔경영학연구 Vol.18 No.1
The purpose of this study is to overview the current on-line reservation systems in airline, hotel, and travel industry. The research also reveals how the tourism industries` reservation systems has been changing in business to business(B2B), business to customer(B2C), and business to business to customer(B2B2C). The result shows the significant differences on the entire 10 hypothesis which were tested. The results showed the following implications. First, a reservation system has to have an open-style system which easily connects a website and other related system. Second, a reservation system should flexibly interface with other system. Last, a reservation system must be developed with various functions such as sales management, customer relationship management(CRM), and account system in it.
여행업에서 정보시스템(IS) 품질요인이 업무성과에 미치는 영향
정삼권(Sam Kwon Jung),강병찬(Bung Chan Kang),변정우(Jeoung Woo Byun) 한국호텔외식관광경영학회 2009 호텔경영학연구 Vol.18 No.2
This is the study on the effect of Information Systems(IS) quality on the operation performance in the travel industry. The notion of IS in the travel industry, their theoretical background, and the influence which the factors of IS quality-system, information, service, and partnership- have on the user`s contentment and on the operating performance will be examined here. First, a hypothesis, The factors of IS quality(system, information, service, and partnership) will affect the user`s contentment. was built up. And thought multiple regression analysis of the hypothesis, the fact that the factors of IS quality affect the user`s contentment in the order of partnership, information, system, and service was verified. This indicates that various mutual cooperative works with the collaborating companies are shown to the most important. Information factor is thought to be the next important. Next, the IS user`s contentment in the travel industry affect the performance of the industry, which indicates that the more the IS user`s are contented, the more frequently the use IS. And the leads to the effective performance in the involving business.