관광통역안내원의 서비스질이 고객만족에 미치는 영향에 관한 연구

• 영문명: The effect of Korea Tour Guides' Service Quality on Japanese Tourists' Satisfaction
• 발행기관: 대한관광경영학회
• 저자명: 이정미 하헌국
• 간행물 정보: 『관광연구』제16권 제1호, 217~239쪽, 전체 23쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2001.06.30

영문 초록

The objectives of this study are: (1) To examine the significant differences on any dimensions of service quality(measured by SERVPERF and weighted SERVPERF) of Korea tour guides, with respect to Japanese tourists' demographic variables; and (2) To identify whether any dimensions of service quality(measured by SERVPERF and weighted SERVPERF) will have an effect on Japanese tourists' satisfaction and behavioral intentions(including revisit intentions, recommendations, and reappointment intentions). This study identified that there were significant differences on some dimensions of service quality of Korea tour guides, with respect to Japanese tourists' demographic variables. This study also showed that the assurance dimension of service quality had an effect on Japanese tourists' satisfaction and behavioral intentions. These findings indicate that Korea tour guides should pay much more attention to providing the assurance dimension to Japanese tourists than ever before. The assurance dimension includes providing etiquette, accuracy, responsibility, cleanness, and feel of satisfaction to Japanese tourists.

목차

Abstract

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 실증조사의 준비와 분석방법

Ⅳ. 실증분석결과 및 해석

Ⅴ. 결론

참고문헌

키워드

통역안내원 서비스품질 고객만족 재방문 일본인관광객