중저가 호텔의 비대면 서비스품질이 고객만족에 미치는 영향

• 영문명: An Effect of Non-Face-to-Face Service Quality on Customer Satisfaction in the Case of Budget Hotel: Focused on the moderating effect of innovation resistance
• 발행기관: 한국해양관광학회
• 저자명: 조미현 임종훈 윤세목
• 간행물 정보: 『해양관광연구』제16권 제2호, 167~180쪽, 전체 14쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2023.06.30

영문 초록

In the hotel industry, non-face-to-face services have developed due to COVID-19, drawing attention day by day, and it has become very important to manage the quality of non-face-to-face services for non-face-to-face service users. In addition, the introduction of such non-face-to-face services is sudden due to COVID-19, which can come as a rejection for some customers with innovation resistance. Therefore, this study aims to verify the effect of hotel non-face-to-face services on customer satisfaction and verify the moderating effect of innovation resistance. The survey sample was set only for customers who used mid- to low-grade hotels, and 300 questionnaires distributed from April 1 to April 30, 2022 were used for empirical analysis. As a result of synthesizing all studies, this study found that first, non-face-to-face services have a positive effect on customer satisfaction, and second, innovation resistance has a moderating effect Based on these findings, this study proposed various measures to improve the quality of hotel non-face-to-face services and tried to provide practical implications for establishing strategies to reduce resistance to innovation among customers using non-face-to-face services

목차

Ⅰ. 서론

Ⅱ. 이론적 연구

Ⅲ. 연구방법

Ⅳ. 분석결과

Ⅴ. 결론과 제언

참고문헌

키워드

비대면 서비스품질 고객만족 혁신저항성 중저가호텔 Non-Face-to-Face Service Quality Customer Satisfaction Innovation Resistance Budget Hotel