펜션이용객의 서비스품질, 체험품질, 체험만족, 및 애호도 간의 관계에 관한 연구 = The Relationship among Service Quality, Experiential Quality, Experiential Satisfaction, and Loyalty in Pension Visitors

국문 초록 (Abstract)

본 연구는 경주 지역의 펜션을 이용했던 팬션이용객을 대상으로 그들이 지각하는 서비스 품질이 체힘품질과 애호도에, 그러고 체험품질이 체험만촉에, 및 체힘만족이 애호도에 미치는 영향을 연구하고자 하였다. 이화 같은 연구목적을 달성하기 위해 선행연구들을 검토하여 연구변수와 관련된 요인들을 찾아내어 실증분석을 위한 설문을 환성하고 펜션이용객들로부터 자료를 수집하였다. 분석결과는 다음과 같이 나타났다. 첫째, 경주 펜션이용객들이 지각하는 서비스품질은 체험품질을 구성하고 있는 몰입, 놀라움, 참가, 및 재미에 정(+)의 영향을 미친 것으로 나타났다. 둘째, 경주 펜션이용객들이 느끼는 체험품질 중 참가와 재미가 체험민족에 정(+)의 영향을 미치는 것으로 나타났다. 셋째, 경주 펜션이용객들이 지각하는 체험만족과 서비스품질이 펜션 애호도에 정(+)의 영향을 미치는 것으로 나타났다. 따라서, 경주의 펜션 운영자들은 참가와 재미에 의거한 프로그램을 개발하여 이용객들을 만족시키고 애호도를 증가시켜야 할 것이다. 동시에 서비스품질을 개발하거나 개선하여야 하며, 펜션 건축 및 인테리어 디자인에도 신경을 써야 할 것이다.

다국어 초록 (Multilingual Abstract)

This study identified how pension guests's perceived service quality affected immersion, surprise, participation and fun and how these variables affected their experiential satisfaction in pension setting of Gyeonju This study also investigated haw their perceived service quality and experiential satisfaction affected loyalty intention.
The research findings were as follows. Firstly, pension guests' perceived service quality affected their experiential quality. Secondly, pension guests' participation and fun influenced their experiential satisfaction. Thirdly, pension guest's perceived service quality and experential satisfaction affected their loyaty. Based on these findings, pension operators should introduce or strengthen experiential quality.

목차 (Table of Contents)

• 요약
• Ⅰ. 서론
• Ⅱ. 이론적 고찰과 가설의 설정
• Ⅲ. 연구의 설계
• Ⅳ. 실증분석
• Ⅴ. 결론
• 참고문헌
• Abstract

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