호텔 종사원의 직무교육이 직무만족과 고객지향성에 미치는 영향에 관한 연구

김홍관,박혜미 관광경영학회 2019 관광경영연구 Vol.89 No.-

The purpose of this study is to find out how Job Training affects job satisfaction and guest orientations for hotel employees. Job Training was categorized into 4 factors while job satisfaction and guest orientation in single dimension. Hotel employees in Seoul area helped with the survey: 500 was distributed and 399 were used for this research. SPSS 18.0 program was used for the analysis and below are the results. First, among 4 factors of Job Training, trainers’ training skills and contents, training curriculum, trainees' attitudes have positive effects to job satisfaction. Second, all of 4 factors of Job Training; trainers’ training skills and contents, training curriculum, trainees' attitudes, and training center's atmosphere have positive effects to guest orientation. Third, job satisfaction has positive effects to guest orientation. Based on the study results, properly prepared Job Training have positive effects to both job satisfaction and guest orientation. Through this, hotel employees are satisfied with their job duties, this will improve service level. As the results, improved service level will satisfy guest satisfactions and have positive effects to guest orientation. Hotel trainers, therefore, need to develop proper training programs that can improve hotel employees' job capabilities and train new/existing employees routinely.

뷔페레스토랑의 브랜드 자산이 고객만족 및 충성도에 미치는 영향

이상희(Sang-Hee Lee),김연선(Yeon-Sun Kim) 한국콘텐츠학회 2014 한국콘텐츠학회논문지 Vol.14 No.9

The purpose of this study is to investigate the effect of the brand equity on the guest satisfaction and the loyalty in buffet restaurant. To achieve the purpose, this study, firstly, identifies the brand equity of buffet restaurant guests. Secondly, to explore the factors of brand equity, guest satisfaction and loyalty. Thirdly, to research the effect of brand equity on guest satisfaction and loyalty. Fourthly, to research the effect of guest satisfaction on loyalty. Data were collected from individuals by face-to-face interview who visited the buffet restaurants located in the region of southern gyeonggi. The questionnaire was distributed of the 250 copies and used 221 in the analysis by using SPSS 18.0 and AMOS 18.0 programs. The results of this study were as followed that the brand equity of buffet restaurants had partially positive effect on the guest satisfaction, that the brand equity did not influence on the loyalty at all and that the guest satisfaction had a positive effect on the loyalty. 본 연구는 뷔페레스토랑의 브랜드 자산과 고객만족, 충성도와의 관계를 연구하고자 한다. 따라서 다음과 같은 연구 과제를 두었다. 첫째, 뷔페레스토랑 고객이 지각하고 있는 레스토랑의 브랜드 자산을 측정한다. 둘째, 측정된 변수인 브랜드 자산, 고객만족, 충성도를 요인분석 한다. 셋째, 브랜드 자산이 고객만족, 충성도에 미치는 영향을 연구한다. 넷째, 고객만족이 충성도에 미치는 영향을 연구한다. 본 연구를 위한 모집단은 경기 남부 지역 뷔페레스토랑을 이용하고 있는 고객들을 대상으로 하였고, 레스토랑에서 일대일 면접형식으로 진행하였으며, 250부를 배포하여 최종적으로 221부를 SPSS 18.0과 AMOS 18.0을 활용, 분석 자료로 사용하였다. 연구결과는 첫째, 뷔페레스토랑의 브랜드 자산은 고객만족에 부분적으로 정(+)의 영향을 미쳤다. 둘째, 뷔페레스토랑의 브랜드 자산은 충성도에 어떠한 영향도 끼치지 않았다. 셋째, 뷔페레스토랑의 고객만족은 충성도에 정(+)의 영향을 미쳤다.

커피전문점의 서비스품질이 고객만족과 행동의도에 미치는 영향 연구

김장하,임관혁,구완회 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 2012 호텔리조트연구 Vol.11 No.2

This research examines the effects to guest satisfaction and behavioral intention which is perceived service quality by the customers of coffee shops. The result of the research is summarized as follows: Firstly, the service quality of coffee shop have a significant influence upon guest satisfaction, Secondly, the service quality of coffee shop also have a significant influence upon customers` behavioral intention. On the basis of the research products, this study offers following suggestions: Firstly, the service quality of coffee shop is closed related to guest satisfaction. Therefore, it can be a competitive power of coffee shop. Secondly, customers of higher guest satisfaction have a higher tendency of revisiting. Furthermore, they show a positive word of mouth so that we need to exert all possible efforts for guest satisfaction.

호텔산업의 서비스품질이 고객의 재구매 의도에 미치는 영향

심영국,이수범,이은용 대한관광경영학회 2003 觀光硏究 Vol.18 No.2

In this study, we set up an assumption for making a close inquiry into service quality to analyze how service quality affects customer satisfaction and to maximize customer satisfaction. The following results are obtained : Similar to other studies taken before, high quality service should be offered to increase guest satisfaction and information by word of mouth. Continuous attention and investment are required for improving quality of service and products which help to increase guest satisfaction. Both increasing guest satisfaction and transmitting by word of mouth by offering higher service are the most important factor for making Returning Guests. Namely, these factors show us one of the easiest way to get Loyal Customers.

English communication and guest satisfaction in hotels: A text mining approach

김보균,김홍범 한국관광연구학회 2022 관광연구저널 Vol.36 No.10

In a world where English is regarded as a global language, guests expect hotel employees to speak fluent and well-mannered English. However, little is known about how foreign guests perceive English communication with Korean hoteliers and what causes satisfaction or dissatisfaction in the interaction. To this end, the study investigates the keywords composing guests' opinions on English communication and verifies if the keywords show discrepancies depending on the review ratings. The current research adopts text mining analysis to decode online reviews of five-star hotels in Seoul posted on TripAdvisor.com. The analysis reveals that foreign guests value non-verbal attitudes such as being helpful and friendly in communication along with English ability. Guests with high ratings highly appreciated the executive lounge staff, who often engage in personal dialogues. The research also points out the importance of receptionists in affecting guest dissatisfaction in communication. It was confirmed that guests become unpleasant when the check-in & out process involves vexing questions. The study concludes by suggesting managerial implications to enhance guest satisfaction in English communication.

연구논문 : 호텔산업의 서비스품질이 고객의 재구매 의도에 미치는 영향

심영국,이은용,이수범 대한관광경영학회 2004 觀光硏究 Vol.18 No.2

In this study, we set up an assumption for making a close inquiry into service quality to analyze how service quality affects customer satisfaction and to maximize customer satisfaction. The following results are obtained: Similar to other studies taken before, high quality service should be offered to increase guest satisfaction and information by word of mouth. Continuous attention and investment are required for improving quality of service and products which help to increase guest satisfaction. Both increasing guest satisfaction and transmitting by word of mouth by offering higher service are the most important factor for making Returning Guests. Namely, these factors show us one of the easiest way to get Loyal Customers.

호텔산업의 서비스품질이 고객의 재구매 의도에 미치는 영향

심영국 ( Sim Yeong Gug ),이은용 ( Lee Eun Yong ),이수범 ( Lee Su Beom ) 대한관광경영학회 2004 觀光硏究 Vol.18 No.2

In this study, we set up an assumption for making a close inquiry into service quality to analyze how service quality affects customer satisfaction and to maximize customer satisfaction. The following results are obtained: Similar to other studies taken before, high quality service should be offered to increase guest satisfaction and information by word of mouth. Continuous attention and investment are required for improving quality of service and products which help to increase guest satisfaction. Both increasing guest satisfaction and transmitting by word of mouth by offering higher service are the most important factor for making Returning Guests. Namely, these factors show us one of the easiest way to get Loyal Customers.

The Causality Analysis of the Impact of A Hotel Chief’s Competency on Job Satisfaction and Customer Orientation : Focusing on Control Impact of Organization Concentration

Hun Jung Jung,Hye Won Lee,Dae Sub Park 한국유통과학회 2017 한국유통과학회 학술대회 논문집 Vol.2017 No.-

The purpose of this study is to identify the structural influencing relationship of a hotel chief’s competency, job satisfaction and guest orientation. Moreover, this research tries to point out implication of effective human resource management, based on competency, to intensify job satisfaction and guest orientation, by verifying the influential relationship of job satisfaction between personal competency and guest orientation. To achieve those goals, as a result of substantiation analysis, a hotel chief’s personal competency, such as self-control, guest orientation, situation management and professionalism, has a positive impact on job satisfaction. However, it turned out that situation management has no positive influence on guest orientation. Lastly, the analysis indicated that organization concentration has control effect on job satisfaction and guest orientation.

호텔객실 리모델링의 만족도 및 환경인지적 평가

맹경호(Maeng Keong-Ho),정무웅(Jung Moo-Woong) 대한건축학회 2009 대한건축학회논문집 Vol.25 No.2

This study aims to evaluate the satisfaction and the surrounding recognition of guest room remodeling in hotel and to suggest the planning direction of hotel remodeling. This study is composed of four main parts. In the first part as a theoretical review, the concept and the patterns of hotel remodeling, the planning elements which compose hotel guest rooms and the characteristics of the surrounding recognition are reviewed. In the second part as a case-study, 1 type(1Bay Twin) of old guest room and 4 types(1BT, 1BD, 1.5BD, 2BD) of rooms which are renovated in L Hotel, Seoul are selected and the satisfaction and the surrounding recognition of the guest room remodeling by SD(Semantic Differential) method are analyzed. Finally, the correlation analysis between the planning elements and the surrounding recognitions through the synthesis of the analysis are carried out. The following, as a conclusion, should be considered in the planning of guest room remodeling: ①consideration of the guest room's design including the place of indoor equipments in hotel remodeling ②construction of various types' mock-up rooms to reflect of guest's opinion ③installation of a indirect ceiling lighting for solving the guest's dissatisfaction ④harmony of a indoor furniture design and color adapted to various room's sizes.

The Effect of Service Quality of guest house on Customer Satisfaction and Intention of Revisiting

In-Shil Park,Young-Sik Park 한국인터넷전자상거래학회 2018 인터넷전자상거래연구 Vol.18 No.2

The purpose of this study is to investigate the relationship between customer satisfaction and revisit intention in Jeju Island. For the purpose of this study, we conducted a survey of Korean tourists using guesthouses in Jeju Island. The survey was conducted from January 1, 2018 to March 31, 2018. A total of 325 questionnaires were collected, of which 291 were used in the final analysis except for the inappropriate questionnaire. Reliability analysis and validity test were conducted using the SPSS 20.0 statistical package program, and exploratory factor analysis and multiple regression analysis were conducted to test the relationship between service quality, customer satisfaction, and intention of revisiting. Research shows that service quality has a positive effect on customer satisfaction. Also, it was found that customers who satisfied with service quality positively influenced revisit inquiry. These results suggest that improving and managing the quality of the guest house "s personal services and facilities will enhance customer satisfaction and intention of revisiting.