호텔서비스품질의 각 차원이 고객가치와 고객만족에 미치는 영향에 관한 연구 = (A) Study of the Effects of Three Dimensions of Hotel Service Quality On Customer Value and Customer Satisfaction

다국어 초록 (Multilingual Abstract)

It is essential for service companies to secure service competitiveness not only to survive but to grow in this competitive service industry. Competitiveness of service companies are achieved through customer satisfaction which can not be achieved without service quality and customer value.
Therefore five star hotels have to concentrate more on maintaining a characterized service quality which creates distinctive customer values. For this, various types of effort should be implemented to objectively estimate how customers feel about the service quality and the level of value based on the recognition of service quality which five star hotels meet their practical characteristics.
This study has an ultimate purpose of verifying the influential relations on how the service quality of five star hotels influence customer value and customer satisfaction, especially the preexisting study about the hotel service quality mostly criticizes the use of SERVQUAL. The service quality level of Brady & Cronin (2001)'s interaction quality, outcome quality and service environment quality and Nasution & Mavondo (2008)'s customer value level are focused to provide practical current events about service quality maintenance of actual five star hotels.
For this study, a survey was conducted to native Korean customers who "have experiences of stay at five star hotels in a year in Seoul city,"300copies were distributed and 243copies of them (returning rate: 81%) were used in actual proof analysis. The SPSS Windows 14.0 program was used for frequency analysis, descriptive analysis and path analysis was carried out by using AMOS 7.0.
The result of the analysis can be summarized as follows;
Firstly, the hotel service qualities that attentively influence the "reputation of quality" are kindness, professionalism, safety, aesthetic and pleasantness. And the result shows that the physically environmental quality of pleasantness influences the most, of all the factors mentioned above.
Secondly, the hotel service qualities that attentively influence the "value for money"are kindness, professionalism and pleasantness. And the result shows that kindness and professionalism reciprocally have huge influence on it.
Thirdly, the hotel service qualities that attentively influence the "prestige" are professionalism, aesthetic and pleasantness. And the result shows that physically environmental quality of aesthetic has the most influence on it.
Finally, all three qualities have attentively influence on "customer satisfaction.
According to the overall results of this actual proof analysis, it impliesthat each aspect of hotel service quality has connections with customer value and customer satisfaction and based on the result of it, a general management is needed to bring positive effects on hotel companies as customer value and customer satisfaction improve.

목차 (Table of Contents)

• 제 1 장 서론 = 1
• 제 1 절 연구배경 및 문제 제기 = 1
• 1. 연구 배경 = 1
• 2. 문제 제기 = 2
• 제 2 절 연구의 목적 = 5
• 제 3 절 연구의 범위 및 구성 = 6
• 제 2 장 이론적 배경 = 7
• 제 1 절 서비스품질 = 7
• 1. 서비스의 개념 및 특성 = 7
• 2. 서비스품질의 개념 = 10
• 3. 호텔서비스품질의 특성과 측정 = 22
• 4. 호텔서비스품질의 구성 = 26
• 제 2 절 고객가치 = 29
• 1. 고객가치의 개념 및 특성 = 29
• 2. 고객가치 평가요인 = 31
• 제 3 절 고객만족 = 35
• 1. 고객만족에 대한 개념 이해 = 35
• 2. 고객만족의 측정 = 38
• 제 4 절 서비스품질이 고객가치, 고객만족 간의 관계 = 40
• 1. 서비스품질과 서비스가치 = 40
• 2. 고객가치와 고객만족 = 41
• 제 3 장 연구 방법 = 43
• 제 1 절 연구 모형 = 43
• 제 2 절 연구 가설 설정 = 44
• 제 3 절 표본 설정 및 조사 방법 = 47
• 제 4 절 변수의 조작적 정의 = 48
• 1. 호텔서비스품질 = 48
• 2. 고객가치 = 52
• 3. 고객만족 = 53
• 제 5 절 설문지의 구성 = 54
• 제 6 절 분석방법 = 56
• 제 4 장 실증분석 = 57
• 제 1 절 표본의 일반적 특성과 기술통계 분석 = 57
• 1. 응답자의 일반적인 특성 = 57
• 2. 기술 통계분석 = 59
• 제 2 절 연구모형 및 연구가설 검증 = 61
• 1. 이론모형의 검증 = 61
• 2. 수정모형의 검증 = 65
• 3. 가설의 검증 = 67
• 4. 모형의 효과분석 = 76
• 제 5 장 결론 = 79
• 제 1 절 연구결과의 요약 = 79
• 제 2 절 연구 결과의 해석 및 시사점 = 81
• 제 3 절 연구의 한계 및 향후 연구 방향 = 84
• 참고문헌 = 86
• 부록 설문지 = 94
• ABSTRACT = 98