호텔 객실의 일반 및 특별서비스가 고객만족에 미치는 영향

• 영문명: The Effects of General and Special Service of Hotel Rooms on Customer Satisfaction
• 발행기관: 한국문화관광학회
• 저자명: 곽용섭(Kwock, Yong-sub)
• 간행물 정보: 『문화관광연구』제3권 제2호, 209~230쪽, 전체 22쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2001.12.31

영문 초록

This study is focused on how the special service for hotel guest rooms has an effect on customers satisfaction. Analyzing the degree of satisfaction according to the statistics of population such as sex, age, education, and occupation, it has turned out that most customers feel satisfied. Referring to the correlation between the degree of satisfaction and frequency of using hotel, the guests, who visit hotels more frequently, feel more satisfied. In addition, customers frequently use incidental facilities in a hotel, and accompany their families. For customers satisfaction after using hotel service products, it has turned out that there are relation in the statistics, and especially, the special service for hotel guest rooms leads to customers visiting again or recommendation to other customers. In consideration of the fact that the evaluation on the special service products has even more persuasive power than the normal service products, we can find the special service products has an enormous influence over customers satisfaction. Therefore, based on the deduced facts how customers responded to the special service products and normal service product, this study can contribute to investigating the relationship between the special service products for hotel guest rooms and customers satisfaction.

목차

[Abstract]

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 조사설계 및 분석

Ⅴ. 결론 및 시사점

참고문헌