QFD(Quality Function Deployment)를 이용한 호텔서비스품질 측정에 관한 연구

• 영문명: A Study On the measurement of Hotel Service Quality Using QFD(Quality Function Deployment): Foused on the importance of Hotel Service Process
• 발행기관: 한국관광학회
• 저자명: 서원석 조성은
• 간행물 정보: 『관광학연구』제29권 제3호, 335~356쪽, 전체 22쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2005.12.31

영문 초록

In hotel business, service quality is said an essential element in elevating competitiveness in the market, playing an important role in suggesting new marketing strategies to cope with various customer demands. This study investigated difference in the customers’ and hotel employees’ perceived importance of hotel service quality aspects by measuring the difference of service constituents to demographic characteristics. The tool used in this study was Quality Function Deployment(QFD) model. QFD model was empirically proved to be a rather accurate tool to identify customer demands. The result showed that regarding the service quality matters both employees and customers, had an obvious difference.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구의 설계

Ⅳ. 연구결과

Ⅴ. 결론 및 시사점

참고문헌

키워드

Hotel Service Quality Service Process SERVQUAL QFD(Quality Function Deployment) HOQ(House of Quality)