호텔기업에 대한 고객의 지각된 서비스 품질이 신뢰와 만족에 미치는 영향에 관한 연구 = Effects of Hotel Businesses' Perceived Service Quality on Customer Confidence and Customer Satisfaction

다국어 초록 (Multilingual Abstract)

Service quality becomes an important means of surviving keen competition as the orientation of management control is rapidly moving from production to marketing and to service. Among a variety of service attributes, service quality is being actively and positively studied as service itself becomes considered as a means of differentiation. There have been many studies about dimensions of service quality, but few about how hotel businesses' perceived service quality influence customer confidence and customer satisfaction.
Thus the purpose of this study is to determine effects of hotel businesses' perceived service quality on customer confidence and customer satisfaction. For the purpose, this researcher considered perceived service quality, customer confidence and customer satisfaction as variables. Hypotheses set here were verified using the multi-regression analysis in accordance with SPSS Statistical Package.
Results of the study can be described as follows.
First, such factors of perceived service quality as human, physical and system services all influenced customer confidence. Among factors of customer confidence, sincerity was influenced only by system service.
Second, such factors of customer confidence as reliability, friendliness and sincerity all had influences on customer satisfaction.
To survive keen competition, today, hotel businesses should pay more attention to services. As a part of the attention, they should put the focus of their paradigm of management control on services, extensively introducing service management perspectives.
Previous positive studies and literature about service strategies showed that service quality was the most important strategical factor. Long-term financial achievements by hotels are closely related with delivering high quality services to existing or potential customers. Therefore, hotel businesses should pay attention to how their tangible and intangible services are being evaluated by customers. Among various service attributes, service quality is most critically influential to customer confidence and customer satisfaction. For this reason, many efforts and measurements have been attempted to clarify dimensions of service quality. In a similar vein, thus, this study tried to determine effects of perceived service quality on customer confidence and customer satisfaction.

목차 (Table of Contents)

• 목차 = ⅰ
• Ⅰ. 서론 = 1
• 1. 문제의 제기 = 1
• 2. 연구의 목적 = 2
• 3. 연구의 방법 및 범위 = 4
• Ⅱ. 이론적 배경 = 5
• 1. 호텔 서비스의 개념과 특성 = 5
• 가. 호텔 서비스의 개념 = 5
• 나. 호텔서비스의 특성 = 6
• 2. 호텔 서비스의 지각된 서비스 품질 = 8
• 가. 지각된 품질의 개념 = 8
• 나. 지각된 품질의 구성요소 = 12
• 3. 고객 신뢰 = 16
• 가. 고객 신뢰의 개념 및 구성요소 = 16
• 4. 고객 만족 = 21
• 가. 고객만족의 개념 = 21
• 나. 고객만족의 구성요소 = 24
• 5. 지각된 서비스 품질과 고객신뢰, 고객 만족에 관한 연구 = 27
• 가. 지각된 서비스 품질과 고객 신뢰와의 관계 = 27
• 나. 지각된 서비스 품질과 고객 만족과의 관계 = 27
• 다. 고객 신뢰와 고객 만족과의 관계 = 28
• Ⅲ. 연구의 설계 및 조사방법 = 30
• 1. 연구모형 및 가설의 설정 = 30
• 가. 연구모형 = 30
• 나. 가설의 설정 = 31
• 2. 변수의 조작적 정의 = 31
• 가. 지각된 호텔 서비스 품질 = 31
• 나. 고객 신뢰 = 32
• 다. 고객 만족 = 32
• 3. 조사설계 = 32
• 가. 조사 개요 = 32
• 나. 자료의 수집 및 분석방법 = 34
• Ⅳ. 실증 분석 = 35
• 1. 연구결과 분석 = 35
• 가. 자료의 인구통계적 특성 = 35
• 나. 측정도구의 신뢰성 및 타당성 검증 = 36
• 2. 가설 검증 및 결과의 해석 = 42
• 가. 가설의 검증 = 42
• 나. 가설의 채택여부 = 44
• 다. 결과의 해석 = 44
• Ⅴ. 결론 = 46
• 1. 연구결과의 요약 및 시사점 = 46
• 가. 연구결과의 요약 = 46
• 나. 연구결과의 시사점 = 46
• 2. 연구의 한계점 및 미래의 연구방향 = 47
• 부록 = 49
• 참고문헌 = 53
• SUMMARY = 58