觀光호텔 서비스 品質評價 基準設定에 관한 硏究 : 等級評價를 中心으로 = (A) study on the establishment of the standard evaluating the hotel service

다국어 초록 (Multilingual Abstract)

It's high time to manage hotels with customers' satisfaction through service upgrade as a task. The current classification system involves so many problems in satisfying customers. So we have to establish the system adjusted to current being to provide customers with the differentiated services they would be pleased with.
To identify the improvements, which should be done, of what choices they require, first, we aim to establish the objective criterion in selecting hotels, second, we aim to internationalize facilities, services and management level in order to follow the newly changing trend, third, we aim to achieve the object in management method, and forth, we aim to suggest the criterion in the hotel classification for the future.
1) The summary in theoretical study
① The attribute in the classfication criterion was output by capturing the calculating need in hotel service quality and the factors in the quality appraisal.
② The attribute in the focused points of customers' satisfaction, royalty degree and the establishment of information system was output.
③ The capture in the appraisal data for hotel attribute and the related service quality, was used for the attribute in establishing the appraisal criterion.
④ I The forms in classification system, the method in deciding classes and the criterion in deciding classes were captured by understanding the current classification system and foreign examples.
2) The summary and suggestion in practical study. Followings are the analyzed results produced concerning with the study aim
① The hotel selection attribute was made of negative aspects of choice factors for both customers and professionals.
② The factor of service quality management system was most remarked in the hotel classification criterion for professionals
③ The factors of the appraisal in hotel level and professionals were found to be important ones.
④ Leadership, personnel management, quality strategy and inspection service were arranged in order for the important factors of professionals and quality in management system.
⑤ The factors in the criterion of hotel classification were found to be positive for all classes.
3) The decision method in hotel class is supposed to be done 1 time per 3 years and the classification appraisal by professionals through deep analysis consists of service, facilities and management area but to be expanded to service, facilities and management system area. The professionals will examine the service and management system area two times per 3 years. The classification criterion was established in order to widely reduce the parts inducing invest expenses more than need for strengthening service management system and to develop their own hotels through utilizing bonus points.

목차 (Table of Contents)

• 목차 = ⅰ
• 제1장 서론 = 1
• 제1절 문제의 제기 = 1
• 제2절 연구의 목적 = 3
• 제3절 연구의 방법 및 범위 = 4
• 제4절 용어의 정의 = 5
• 제2장 관광호텔 서비스품질평가 기준설정에 관한 이론적 배경 = 8
• 제1절 관광호텔 서비스품질의 개념 = 8
• 1. 관광호텔 서비스품질의 개념 및 정의 = 8
• 2. 관광호텔 서비스품질의 측정 = 12
• 3. 관광호텔 서비스품질의 평가 = 18
• 제2절 관광호텔 서비스품질과 고객만족 측정방법 = 21
• 1. 관광호텔 서비스품질과 고객만족 = 21
• 2. 관광호텔 서비스품질과 고객만족 측정방법 = 26
• 3. 관광호텔 서비스품질과 고객만족의 선행연구 = 28
• 제3절 관광호텔 등급 평가기준에 대한 결정요인 = 31
• 1. 관광호텔 평가기준 설정의 요인 = 31
• 2. 관광호텔 서비스품질 관련상들의 평가기준 요인 = 40
• 제3장 관광호텔 등급평가제도 현황 = 45
• 제1절 관광호텔 등급평가제도의 변천과 현황 = 45
• 1. 관광호텔 등급제도 변천 = 45
• 2. 관광호텔 등급제도 현황 = 47
• 제2절 외국의 호텔등급 평가제도 현황 = 55
• 1. 호텔등급 평가제도 현황 = 55
• 2. 호텔등급 결정방법 = 56
• 3. 호텔등급 결정기준 = 57
• 제4장 실증조사의 준비 = 64
• 제1절 개념적 모형설계 및 조사목적 = 64
• 1. 개념적 모형 설계 = 64
• 2. 가설 설정 = 66
• 3. 조사목적 = 67
• 4. 조사방법 = 68
• 제2절 설문지 구성과 연구변수의 조작적 정의 = 69
• 1. 설문지 구성 = 69
• 2. 연구변수의 조작적 정의 = 72
• 3. 자료분석 방법 = 74
• 제3절 실증조사의 분석 = 75
• 1. 표본의 일반적 특성 = 75
• 2. 요인분석 = 77
• 3. 요인별 차이검증 = 84
• 제4절 가설검증 = 89
• 1. 가설 Ⅰ 검증 = 89
• 2. 가설 Ⅱ 검증 = 94
• 3. 가설 Ⅲ 검증 = 102
• 제5장 관광호텔 등급평가 기준설정 = 109
• 제1절 관광호텔 등급평가 기준설정 = 109
• 1. 관광호텔 등급조사 평가방법 = 109
• 2. 관광호텔 등급결정 기준 및 방법 = 111
• 3. 관광호텔 등급결정 시기 = 114
• 4. 관광호텔 등급평점 기준설정 = 116
• 제2절 관광호텔 등급제도 개선방안 = 123
• 1. 관광호텔 등급결정 기준 개선방안 = 123
• 2. 관광호텔 등급결정방법 개선방안 = 125
• 제6장 결론 = 130
• 제1절 연구의 요약 = 130
• 제2절 연구의 한계 및 제언 = 133
• * 참고문헌 * = 134
• 설문지 = 141
• ABSTRACT = 154