觀光호텔의 人的서비스品質과 顧客滿足의 關係에 關한 硏究 = (A) Study on the Relation with Hotel Personnal Service Quality and Customer Satisfaction of Hotel Business in Korea

다국어 초록 (Multilingual Abstract)

Under the more competitive market environment, many hotels have strived to enhance their efforts on keeping existing customers for upgrading customer service rather than price and promotion strategies.
And the personnel service has forced to maintain highly level than other hotels, as means of differentiating customer service quality, but many hotels has inclined to pass over the practical way to enlarge the personal service quality.
The purpose of this study is to analyze the relation with hotel personnel service quality and customer satisfaction of hotel business in Korea. And the study has proceeded with the literature study for the background theory of the study and the empirical study to test the relation with hotel personnel service quality and customer satisfaction of hotel business at Pusan. And this study has suggested there research questions as follows.
First, there is significant relation with personnel service quality and customer satisfaction.
Second, there is significant relation with personnel service quality customer loyalty.
Third, there is significant relation with personnel service quality and repurchase intention.
Therefore, the study has implemented empirical analysis to test research question using correlation and factor, regression analysis procedure of SPSS software, and there are results of hypotheses test as follows.
First, there has been significant relation with hotel personal service quality and customer satisfaction using regression analysis procedure of SPSS.
Second, there has been significant relation with hotel personal service quality and customer loyalty using regression analysis procedure of SPSS.
Third, there has been significant relation with hotel personal service quality and repurchase intention using regression analysis procedure of SPSS.
This study was limited of research region at Pusan, and sample size is so small not to generalize the research results. And Construct framework has easily fragile to test these hypotheses more widely acception, but in furthermore study have the research framework for the generalization of the study results and more sampling national wide for explaining the overall hotel situation to the relation with hotel personal service quality and customer satisfaction, customer loyalty, repurchase intentions.

목차 (Table of Contents)

• 목차
• Ⅰ. 서론 = 1
• 1 문제의 제기 = 1
• 2. 연구의 목적 = 2
• 3. 연구의 방법 및 범위 = 3
• Ⅱ. 호텔서비스와 고객애호도의 이론적 고찰 = 5
• 1. 호텔서비스의 개념 = 5
• 가. 호텔서비스의 개념 = 5
• 나. 호텔서비스의 특성 = 6
• 다. 호텔 서비스의 구성요소 및 기능 = 8
• 2. 호텔 인적 서비스의 의의 및 특성 = 14
• 가. 호텔 인적 서비스의 의의 및 특성 = 14
• 나. 호텔 인적 서비스의 질에 관한 선행연구 = 17
• 3. 서비스 품질의 개념 = 23
• 4. 서비스 품질의 측정요인 = 26
• 5. 고객 만족 = 29
• 가. 고객 만족의 개념 = 29
• 나. 고객과 고객의 만족 경영 = 31
• 다. 고객만족 선행연구 = 34
• 6. 고객애호도의 개념 및 특성 = 38
• 가. 고객애호도의 개념 = 38
• 나. 고객애호도의 의의 = 38
• 다. 고객애호도 유형 = 39
• 라. 고객애호도 측정 = 41
• 6. 재구매 이론 = 42
• 7. 만족과 애호도와의 관계 = 43
• 8. 애호도와 재구매 의도와의 관계 = 45
• Ⅲ. 조사설계 = 47
• 1. 조사의 목적 = 47
• 2. 연구모형 및 가설의 설정 = 48
• 가. 연구의 설계 및 모형 = 48
• 나. 연구가설 = 50
• 2. 조사설계 및 분석방법 = 50
• 가. 조사설계 = 50
• 나. 설문지의 구성 = 51
• 다. 자료의 분석방법 = 52
• Ⅳ. 실증분석 및 결과해석 = 53
• 1. 표본특성 및 기술분석 = 53
• 가. 표본의 특성 = 53
• 나. 측정도구의 요인분석 및 신뢰성/타당성 검증 = 54
• 2. 가설 검증 및 결과의 해석 = 59
• 가. 가설의 검증 = 59
• 나. 결과의 해석 = 65
• Ⅴ. 결론 = 69
• 1. 연구결과의 요약 및 시사점 = 69
• 가. 연구결과의 요약 = 69
• 나. 연구결과의 시사점 = 73
• 2. 연구의 한계점 및 미래의 연구방향 = 73
• 참고문헌 = 75
• SUMMARY = 80
• 설문지 = 82