관광숙박시설 서비스제공 속성에 따른 만족도 및 재이용행동

• 영문명: A Study on Travel Accommodation Service Attributes Influencing Customers' Satisfaction and Behavioral Intention: A Focus on Tourists' Accommodation and Serviced Residence
• 발행기관: 한국관광학회
• 저자명: 윤유식 유예경
• 간행물 정보: 『관광학연구』제36권 제8호, 99~116쪽, 전체 18쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2012.10.31

영문 초록

The purpose of this study is to investigate travel accommodation service attributes influencing customers' satisfaction and behavioral intention. Additionally, this study explored the analytical results of five different accommodation facility types in terms of respondents' perceptions and attitude of service attributes, satisfaction, and their behavior intention. Extending from the literature review, a survey questionnaire was developed and administered on-site at various accommodation facilities throughout the South Korea. A total 2,077 useful samples were analyzed using SPSS. The statistical results from series multiple regression analyses showed that for all accommodation types, with the exception of serviced residences, customers satisfaction with physical facilities was the most important factor. The result also conclude that in the case of serviced residences, customer service had the greatest influence of satisfaction and behavioral intention. These findings highlight the importance of improvement of services as a competitive strategy.

목차

I. 서론

II. 이론적 배경

III. 연구방법

IV. 실증분석

V. 결론

참고문헌

키워드

숙박시설 서비스제공 속성 만족도 재이용행동 Accommodation types Services attributes Satisfaction Behavioral intention