호텔연회 서비스품질이 고객만족, 고객충성도에 미치는 영향

다국어 초록 (Multilingual Abstract)

This study is purposed to find out the relation between the service quality and the customer satisfaction, customer loyalty in hotel banquet departments. Customers of nine deluxe hotels in Seoul were selected for a questionnaire survey. To achieve the objects, a total of 238 valid questionnaires are statistically analyzed, using frequency analysis, factor analysis, reliability analysis and regression analysis. The results can be summarized as followed. First, hotel banquet service quality are factored four factors as `food & beverage service`, `facilities`, `personal service`, `accessibility & parking`. Second, all four factors of hotel banquet service quality have been approved to affect the customer satisfaction and customer loyalty(re-purchase intention and recommendation) significantly. Especially, food & beverage service and personal service than facilities more affected to the customer satisfaction and recommendation. Third, the customer satisfaction has very positive effect on the re-purchase intention and recommendation.

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