仁川地域 호텔利用客의 서비스 品質에 對한 比較硏究

• 영문명: A Comparative Study for Service Quality of Hotel and Customers' Satisfaction of Hotel in Incheon Area
• 발행기관: 청운대학교 관광산업연구소
• 저자명: 崔福壽(Choi, Bok-Soo)
• 간행물 정보: 『관광산업연구』관광산업연구 제6권 제2호, 66~76쪽, 전체 11쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2012.12.30

영문 초록

This research emphasizes a comparative study of the two analytic research results performed in 2004 and 2012 regarding customers ’ overall attitude of service quality in the first class hotels of Incheon. The result in 2012 shows us more positive attitude in the fields of rooms and front desk, not to speak of the attitude of the overall service quality, compared with the result in 2004. The mean value of customer satisfaction, revisit intention and recommendation intention in 2012 is measured higher than that in 2004. This means that service quality has been improved. However, in a partial aspect, the rankings of working space in rooms and cleanliness in bath were dropped, compared to 2004. And in the area of the front office, the rankings of consideration for regular customers and delivery of messages turned up to be fallen. The biggest problem in the division of F & B is that the taste of food was ranked the lowest in both results of 2004 and 2012. Thus the result shows us that this problem should be improved.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구 설계

Ⅳ. 실증 분석

Ⅴ. 결론

참고문헌

키워드

서비스 품질 태도 고객만족 Service Quality Attitude Customer Satisfaction