중저가 호텔의 비대면 서비스품질이 고객만족에 미치는 영향

조미현(Mi-Hyun Cho),임종훈(Jong-Hun Im),윤세목(Se-Mok Yoon) 한국해양관광학회 2023 해양관광학연구 Vol.16 No.2

In the hotel industry, non-face-to-face services have developed due to COVID-19, drawing attention day by day, and it has become very important to manage the quality of non-face-to-face services for non-face-to-face service users. In addition, the introduction of such non-face-to-face services is sudden due to COVID-19, which can come as a rejection for some customers with innovation resistance. Therefore, this study aims to verify the effect of hotel non-face-to-face services on customer satisfaction and verify the moderating effect of innovation resistance. The survey sample was set only for customers who used mid- to low-grade hotels, and 300 questionnaires distributed from April 1 to April 30, 2022 were used for empirical analysis. As a result of synthesizing all studies, this study found that first, non-face-to-face services have a positive effect on customer satisfaction, and second, innovation resistance has a moderating effect Based on these findings, this study proposed various measures to improve the quality of hotel non-face-to-face services and tried to provide practical implications for establishing strategies to reduce resistance to innovation among customers using non-face-to-face services

호텔산업의 비대면서비스기술에 대한 인적서비스 필요성 인식 고찰에 관한 연구: 국내 5성급 호텔을 중심으로

봉미희 한국이벤트컨벤션학회 2022 이벤트 컨벤션 연구 Vol.18 No.3

Purpose – This study attempted to structurally examine the relationship between perceived benefits and perceived risks on the necessity of human service and the intention to use non-face-to-face service technology of hotel companies. Design, data, and methodology –201 copies of samples were extracted by online and offline survey methods. It were performed that frequency analysis using the SPSS program, confirmatory factor analysis and structural equation analysis using AMOS analysis tools. Result – As a result of the analysis, first, it was found that perceived benefits had a negative(-) effect on the necessity of human service. Second, it was found that the perceived risk had a positive(+) effect on the necessity of human service. Third, it was found that the perceived risk had a positive(+) effect on the intention to use hotels using non-face-to-face service technology. Fourth, it was found that the necessity of human service had a negative(-) effect on the intention to use hotels using non-face-to-face service technology. Conclusions – From the results of this study, it was found that the existing perception that human services must be the main focus in five-star hotels has changed due to the prolonged COVID-19 pandemic.

호텔레스토랑의 비대면 키오스크 서비스 품질이 지각된 가치와이미지에 미치는 영향: 확장된 기술수용모델을 중심으로

라채일 경성대학교 산업개발연구소 2023 산업혁신연구 Vol.39 No.3

비대면 서비스 시대를 맞이해 키오스크에 대한 중요성이 날로 중요해지고 있지만, 키오스크의 성격을 결정짓는 서비스 품질 연구와 이를 경험하는 소비자들의 태도 및 가치 판단에 관한 연구는 아직 미흡한 실정이다. 따라서 본 연구의 목적은 호텔의 비대면서비스 속성이 경제적 가치와 호텔이미지에 어떠한 영향을 미치는지를 검증하고자 한다. 본 연구에서는 선행연구를 토대로 호텔비대면서비스에 대한 속성들과 경제적 가치, 그리고 호텔이미지 간의 구조적 인과관계에 대한 근거를 정립하였다. 다음으로 SPSS 24.0 통계프로그램을 사용하여 설문 응답자의 빈도분석을 실시하였으며, 대상자의 인구통계학적 특성과 일반적인 특성을 조사하였다. 마지막으로, AMOS 23.0을 활용하여 측정한 요인들에 대한 신뢰성 검증과 확인적 요인분석을 시행하였으며, 연구모형에 대한 가설검증을 위해 구조방정식 모형분석을 실시하였다. 연구결과는 다음과 같다. 첫째, 세 가지 속성 중 용의성과 정보성은 경제적 가치에 매우 유의한 정(+)의 영향을 미치는 것으로 나타났다. 둘째, 호텔비대면서비스의 세 가지 속성인 용의성, 정보성, 그리고 효율성 모두가 호텔이미지에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 다음으로 경제적 가치는 호텔이미지에 매우 유의한 정(+)의 영향을 미치는 것으로 조사되었다. 이러한 연구결과들을 토대로 본 연구에서는 호텔비대면서비스를 통해 소비자가 인지하는 다양한 속성들이 경제적 가치, 그리고 호텔이미지에 어떠한 영향을 미치는지 검증함으로써, 코로나 19이후 비대면 서비스가 활성화되고 일반화되고 있는 시점에서 의미 있는 시사점을 제안하였다. The importance of kiosks is becoming more important in the era of non-face-to-face services, but research on service quality that determines the characteristics of kiosks and the attitudes and value judgments of consumers who experience them are still insufficient. Therefore, the purpose of this study is to verify how the hotel's non-face-to-face service attributes affect economic value and hotel image based on the TAM model. In this study, a frequency analysis of survey respondents was conducted using the SPSS 24.0 statistical program, and the demographic and general characteristics of the subjects were investigated. Next, reliability verification and confirmatory factor analysis were conducted using AMOS 23.0 program, and structural equation model analysis was conducted to verify the hypothesis of the research model. The research results are as follows. First, among the three attributes, usability and informativeness were found to have a very significant positive (+) effect on economic value. Second, the three attributes of hotel non-face-to-face services have a significant positive (+) effect on the hotel image. Next, economic value was found to have a very significant positive (+) effect on hotel image. Based on these research results, this study can provide meaningful results related to non-face-to-face services in hotel after COVID-19.

호텔 비대면 서비스 품질이 고객만족 및 관계지속의도에 미치는 영향

김하림,한진수,안소영 한국호텔리조트학회 2022 호텔리조트연구 Vol.21 No.5

The purpose of this study was to provide the Effect of Satisfaction with Hotel non-face-to-face services on relationship continuity intention. Non-face-to-face services are also increasing in the hotel industry. In addition, this study derived results by conducting demographic difference analysis. As a result, all of the hypotheses of this study were found to be significant. Hotel non-face-to-face service quality, customer satisfaction, and relationship continuity intention all have a positive influence. The demographic T-TEST and ANOVA of the survey subjects were conducted to find out the differences according to characteristics. Based on previous studies that show that customer expectations and performance have a direct effect on customer satisfaction, an expanded EDT(Expectation- Disconfirmation Theory) was used. Therefore, this study provides academic and practical implications for hotel non-face-to-face service quality. For the purpose of this study, empirical analysis using SPSS was performed.

비대면 서비스 강화를 위한 전략적 탐색: R 호텔 키오스크 도입 사례연구

정태웅,안갑수,박재완 (사)디지털산업정보학회 2021 디지털산업정보학회논문지 Vol.17 No.2

The development of technology based on digital technology has made ‘hyper connectivity’ between different services a reality, and an example of this is the reinforcement of non-face-to-face services. The non-face-to-face service is a service provided by service providers and customers using information and communication and technology without direct contact. Recently, it has expanded to the hotel industry, which is highly dependent on human resources, centering on the restaurant business. Therefore, this study attempted to identify the case of the “R” hotel in the Gangwon region, which is introducing and operating a kiosk, and to confirm the matters to be considered, the system operation method, and expected effects, etc. for hotels that intend to operate it in the future. It is difficult to affirm that the introduction of KIOSK directly reduced labor costs or increased service efficiency, but it seems meaningful that it has improved the convenience of users. In future research, practical research is needed on the impact of the system on management activities in relation to the introduction of KIOSK.

COVID-19로 인한 호텔산업 신규 비대면 서비스에 대한 고객 수요반응 연구

김현석(Kim, Hyun-Seok),이상훈(Lee, Sang-Hoon),이충훈(Lee, Chung-Hoon) 한국호텔외식관광경영학회 2021 호텔경영학연구 Vol.30 No.7

가치기반모델을 적용한 호텔 비대면 서비스의 지속적인 이용의도에 관한 연구: 국내 5성급 호텔을 중심으로

봉미희(Mi-Hee Bong),신철호(Chul-Ho Shin) 한국관광연구학회 2021 관광연구저널 Vol.35 No.11