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송효분,정종의 경기대학교 화성학연구소 2004 화성학연구 Vol.- No.1
This study carried out the literature research and the empirical study with Hwaseong visitors to understand the importance and performance of users for the pursued benefits. The Importance-Performance Analysis(IPA) has been applied to produce the useful operation and management plan of Hwaseong cultural tourist attraction by clarifying the general behaviors of the visitors and the satisfaction degree of it in the pursued benefits. Mainfindings are as follows; in general, the importance and the achievement of the visitors showed relatively high at 70 percent in the full mark of 5 scales. Five benefits of educationaly, low cost, naturgefuehl, sehenswuerdigkeit and accessibility were showed high evaluation score in common. The benefit, which has to be improved in the service management and operation at first, is the general entertainment to be enjoyable by all companions and traffic(parking) convenience, which have to be corrected in this situation to enhance the satisfaction of visitor.
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송효분,김민주 경기대학교 소성관광종합연구소 2003 여가관광연구 Vol.7 No.-
Based on the importance of personal service in tourism industry, this study carried out the literature research and the empirical study to verify the relationship between the emplotees' personality and job attitudes and compare the job attitude resulted from the traits of tour guide group and tour conductor group. We analyzed 310 valid responses on the questionnaire prepared by Likert type 5-point scale through frequency analysis, factor analysis, reliability analysis, correlation analysis and multiple regression. The core results produced in this study are as follows: First, conscientiousness among the personal traits has been proved to have the strongest impact on the job attitude, and correlations between 5 factors of the personal traits and job satisfaction have been found in general. Second, conscientiousness has been demonstrated to be correlated with the job involvement as for the result of tour conductors, the openness to experience showed the highest correlation with job involvement in case of tour guides.
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외식기업의 내부고객 만족이 외부고객의 서비스품질 지각과 만족에 미치는 영향
송효분 한국외식경영학회 2006 외식경영연구 Vol.9 No.3
The purpose of this study is to investigate the effect of internal customers’ satisfaction on external customers’ perceived service quality and satisfaction in the foodservice industry, which is highly dependent on human resources. For this purpose, the survey has been conducted for 1,200 internal customers and 1,335 external customers who have been in 64 hotel/family restaurants(30 first-class hotel restaurants and 34 family restaurants).The study has resulted that there has been the causal relation between job satisfaction and external customers’ perceived service quality. On the other hand, it has not proved that there has been the causal relation between internal support satisfaction and external customers’ perceived service quality. However, it has revealed that it has had an influence on external customers’ perceived service quality and satisfaction through job satisfaction. Therefore, this study has indicated that the active support system has been demanded by internal customers and assisting departments to enhance the external customers’ satisfaction.
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외식기업의 내부마케팅이 내부고객 태도에 미치는 영향: 호텔레스토랑과 패밀리레스토랑을 대상으로
송효분,박석희 한국관광학회 2005 관광학연구 Vol.29 No.3
Exploring the cause and effect of the satisfaction on internal customers, this study is to investigate the internal marketing factors influencing on the attitude of internal customers. The results revealed that the internal marketing factors, i. e. the internal communication, education/training, and the reward system showed the positive influences on the internal support satisfaction. Specially, the internal communication was found exerting the most absolute effect on forming the attitude of internal customers. The internal communication and education/training as internal marketing factors showed the strong positive influences on the job satisfaction. Meanwhile, the internal support satisfaction and job satisfaction had the positive and direct effects on the customer orientation.
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김민주(Min-Joo Kim),송효분(Hyo-Boon Song) 한국여행학회 2000 여행학연구 Vol.11 No.-
The purpose of this study is to explore leisure satisfaction, and leisure activities preference related to Big- Five personality. As results of correlation analysis from samples of 360 students are followings. Firstly, there were significant relationships between Big- Five traits and the dimensions of leisure satisfaction. Especially, the results showed that Openness to experience and Extraversion were correlated strongly to leisure satisfaction. Secondly, Extraversion and Agreeableness were correlated to social satisfaction from leisure activities. We could not find any significant relation between neuroticism and specific leisure satisfaction. Thirdly, educational satisfaction from leisure activities was correlated to conscientiousness and Openness to experience. Fourthly, Openness to experience was significantly correlated to the all dimensions of leisure activity preference. It was possible to be interpreted that the students with active personality have a tendency to like lots of leisure activities. Finally, we discussed the limitations of this study. In conclusion, the results of this study showed that the students who were highly typed by the both of Openness to experience and Extraversion satisfied with their leisure activity and liked to participate in the various leisure activities.
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정종의(Jong-eui Jeong),송효분(Hyo-boon Song) 한국문화관광학회 2003 문화관광연구 Vol.5 No.2
Hwaseong is valuable cultural tourist attraction which is registered on the World Cultural Inheritance together with Changdeok Palace in 1997. Even though it has enough attractive points as a cultural tourist resort, actually it doesn't fully achieve its role. The purpose of the study is to attribute to Hwaseong tourist development through understanding Hwaseong visitors satisfaction level on pursuing advantage and behavior type of visitors. The examination was made on Nov. 16 & 24, 2002 and total 271 effective samples were analyzed. The subjects which mainly affect to make a decision on Hwaseong tourist spot is over 40 years old people who travel alone or accompanied by family and they intend to visit one more time to quest cultural history.
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