복합리조트의 서비스품질이 고객만족과 고객감동에 미치는 영향

• 영문명: The Effects of Service Quality of Integrated Resort on The Customer Satisfaction and The Customer Delight
• 발행기관: 관광경영학회
• 저자명: 신재원 이규상
• 간행물 정보: 『관광경영연구』제24권 제4호, 227~250쪽, 전체 24쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2020.07.31

영문 초록

This study is about the effect of service quality of integrated resort on the customer satisfaction and the customer delight. Three main hypotheses are based on service quality, the customer satisfaction, the customer delight. The empirical analysis was analyzed using the SPS WIN Ver2.22.0 statistical package program after the questionnaire was collected and the survey was conducted for one month from May 3 to June 1, 2020. First, according to the analysis results, three of the five factors in the quality of service at the integrated resort affected customer satisfaction. Second, one of the one factors in customer satisfaction affected customer delight. Finally, four of the five factors influenced customer delight as influential facts about the quality of service in integrated resort. As the result of this study, In the future, we will have to develop a strategy that will allow our customers to feel more comfortable, feel more reliable and respond to their expectations through more sincere and attentive services. A comprehensive strategy is needed to help customers who want to experience this through differentiated service quality through programs and courses that utilize diverse resources and regional characteristics that are unique to a integrated resort that can lead to customer satisfaction. In the future, advanced cases of service quality that affect customers' emotions will be experienced and acquired, and strategies will be needed to continuously improve the differentiated service quality of the integrated resort. Therefore, we expect that domestic integrated resorts will emerge as Korea's representative killer contents.

목차

Ⅰ. 서 론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 실증분석

Ⅴ. 결 론

참고문헌

키워드

Integrated Resort Service Quality Customer Satisfaction Customer Delight