호텔 웹 서비스 품질이 고객만족, 구전과 방문에 미치는 영향

• 영문명: The Effect of Hotel Web Service Quality on Customer Satisfaction, Word of Mouth and Visit
• 발행기관: 한국관광학회
• 저자명: 김정만 임성택
• 간행물 정보: 『관광학연구』제27권 제4호, 255~270쪽, 전체 16쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2004.02.29

영문 초록

This study explored hotel websites and determined the important factors that affect customer satisfaction, visits, and word of mouth. The 20 items for measuring hotel web service quality were developed and grouped into five dimensions. The five dimensions were information, transaction, design, communication, and system responsiveness. The findings revealed that three factors, i.e., information, design, and communication, were significant in influencing customer satisfaction, which in turn affected visits and word of mouth.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 배경과 연구가설

Ⅲ. 연구방법

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

웹 서비스 품질 고객만족 구전과 방문