고객의 질이 호텔기업의 서비스품질에 미치는 영향 = 척도개발 및 효과분석을 중심으로

다국어 초록 (Multilingual Abstract)

This study proposes the customer quality as a parameter of service quality from a new perspective, develops an evaluation scale for it in relation to the service business, analyzes and evaluates the its effect on service quality and performance. Frist, the concept of service quality and customer quality was investigated in the literatures, to find a basis for its relation to the quality of hotel service. However, previous researches on the topic of customer grade were scarce, and because the elements that constitute customer quality have not been identified, interviews to derive at the elements that can evaluate customer quality and pre-investigations of hotel customers based on these elements were performed to confirm the reliability of the assessment scale, which with some minor adjustments, was developed into the final customer quality assessment scale. The quality of hotel service was defined in terms of four comfonents : customer quality, physical quality, service provider quality and hotel quality; The conclusions of this study based on the analysis of actual date can be summarized as follows : 1) This study primarily focuses on developing a customer quality assessment scale to confirm the importance and effects of customer quality. 2) The effect of hotel quality on performance becomes more meaningful when customer quality is considered. 3) Customer quality plays a significant indirect role via hotel quality on performance, and the physical quality and service provider quality offered to the customer at a hotel have more direct effect on performance, illustrating the difference in the effect on hotel quality depending on the component of hotel quality.