호텔企業의 서비스品質 향상에 관한 實證的 硏究 = An Empirical Study on management of Service Quality in Hotel enterprise

다국어 초록 (Multilingual Abstract)

This study tries to find out the necessary factor for the hotels to make consistent progress through the evaluation of service quality & satisfaction that hotel users perceive.
First, according to the result of empirical analysis, as the expectation toward hotel service becomes higher, difference of perception happens through the study of the research result of the difference between expectation & perception on hotel service quality. Thus, continuous development of training program and manual for hotel staffs because they provide encounter service. Second, quality of the physical facility should become higher through consistent investment and development regarding the room division which is basic & core service of the hotel. Regarding the F &B service factors, considering the outside restaurants providing high-quality service, image establishment plan through unique interior of the hotel restaurant is needed. Third, concerning the relation between hotel service quality & satisfaction of the hotel users, factors which make hotel users' satisfaction high is mostly human service factor. This shows that the core service of the hotel is human service and this is the most basic and important factor.
This study tried to give a little contribution to the improvement of the hotel industry to be competitive in attracting foreign tourist by presenting the basic factor for customer satisfaction through guest-oriented service quality improvement.

목차 (Table of Contents)

• Ⅰ. 서론
• Ⅱ. 연구의 이론적 배경
• Ⅲ. 조사설계와 분석방법
• Ⅳ. 분석결과와 시사점
• Ⅴ. 결론
• 참고문헌
• ABSTRACT