서비스 유형별 서비스품질이 여행자만족과 재구매의도에 미치는 영향

• 영문명: The Effects of three dimensions of service quality on tourist satisfaction and repurchase intentions by the service types of travel agency
• 발행기관: 관광경영학회
• 저자명: 김희성 이재섭
• 간행물 정보: 『관광경영연구』제13권 제4호, 77~97쪽, 전체 21쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2009.12.31

영문 초록

The objective of this study is to provide marketers at travel agencies with the seminal significances that can carry out successfully business strategies by examining the favorable dimensionality on service quality perceptions among the groups categorized by service types of travel agency. This study adopted a three-dimensional model of service quality to measure a conceptualization of service quality such as integrated online services and offline services: interaction quality, outcome quality, physical environment quality. Data were conducted by using questionnaires from 362 travelers. The results indicated that First, the most favorable dimension of service quality perceived by tourists was confirmed by outcome quality in common. Second, physical environment quality and outcome quality had a significant influence on tourist satisfaction for travelers in both travel agency focused on offline services and travel agency focused on online services. Third, interaction quality and outcome quality had a significant influence on tourist satisfaction for travelers in composite agency served online and offline services together. finally, tourist satisfaction had significant influence on the intention to repurchase.

목차

Ⅰ. 서론

Ⅱ. 이론적 고찰

Ⅲ. 연구모형과 조사설계

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

Service quality Interaction quality Physical environment quality Outcome quality Tourist satisfaction Repurchase intentions