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호텔비교사이트의 정보시스템품질이 고객가치 및 고객만족에 미치는 영향
공춘무(Choon-Moo Kong),정지희(Ji-Hee Jung) 한국컴퓨터정보학회 2018 韓國컴퓨터情報學會論文誌 Vol.23 No.12
In this study, variables were constructed based on prior research to examine the impact of information system quality (information quality, system quality, service quality), customer value and satisfaction in hotel comparison site. The samples consist of 205 survey data drawn from hotel comparison site users. The collected data were analyzed by SPSS 24.0 and AMOS 21.0. According to results of the reliability and validity test, all were found reliable, and all items were included. The results are as follows: first, Among the information system quality (information quality, system quality, and service quality) of the hotel comparison site, the information quality and service quality have positive effects on customer value. Second, the information system quality(information quality, system quality, and service quality) of the hotel comparison site has a positive effect on customer satisfaction. Third, the customer value of the hotel comparison site has a positive effect on customer satisfaction.
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해양호텔 종사원의 인적특성이 호텔이미지, 고객만족, 재방문의도에 미치는 영향
오재신 ( Jae Sin Oh ),정기한 ( Ki Han Chung ),공춘무 ( Choon Moo Kong ) 한국도서(섬)학회 2013 韓國島嶼硏究 Vol.25 No.1
The purpose of this study is to examine the importance of human resources in the hotel service industry. This study is to analyze the effect of employee`s personal characteristics on hotel image, customer satisfaction, and revisit intention. The employee`s personal characteristics are categorized into four factors; expertise, appearance, goodwill, and service spirit. 308 respondents were analyzed according to the intercept survey based on self-administered questionaries. The findings indicate that employee`s expertise, appearance, and service spirit had a positive impact on hotel image while goodwill had no positive effect on hotel image. Secondly, employee`s service spirit had a positive effect on customer satisfaction, while expertise had an indirect positive effect. However, appearance and goodwill showed no evidence of any positive effect on customer satisfaction. Thirdly, employee`s expertise and goodwill had a positive effect on revisit intention, while service spirit had an indirect effect on revisit intention, hotel image and customer satisfaction. However, appearance did not have any positive effect on revisit intention. Last of all, hotel image had a positive effect on customer satisfaction and revisit intention, while customer satisfaction had a positive effect on revisit intention.
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