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라이프스타일에 따른 호텔 서비스품질과 고객만족에 관한 연구

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Alternative Title
A Study on Hotel Service Quality and Customer Satisfaction over the Lifestyle
Abstract
The hotel industry is focusing on the service quality that can satisfy the
customers' demands as the main concept of the business strategy so when we see that its application is extended in the strategical management of hotels, we know that the service quality is recognized very importantly.
The purpose of the study is to empirically analyze the effects of hotel service quality on customers' satisfaction and revisit intention, and verify their structural relationship.
As for the difference in the customers' recognition on hotel's service quality by demographic characteristics and patterns of hotel usage, the customers showed no significant difference in the elements of service quality such as tangibles,convenience, assurance, responsiveness and empathy but customers' who had a high education level and who used the guest rooms showed a difference in the professionalism.
The customers' showed no significant difference in their recognition on the satisfaction and revisit intention by demographic characteristics and usage patterns of hotels but they showed a difference by the number of usage.
As for the effects of the hotel service quality on the customers' satisfaction and revisit intention, they showed a significantly positive correlation. In other words,when the hotel service quality is highly evaluated, the customers' satisfaction and revisit intention increase.
This study was conducied to examine the relationship between chinese' tourists satisfacion and revisit intention, which chinese' tourists would feel in proportion to the level of their perceived service quality,and their life styles. we slao suggested a strategic approach for the hotle service industry on the basis of chinese' tourists'living patten.
To effectively meet the goal of this study, Domestic and international literature was devised and hypotheses were formulated.
To carry out an empirical analysis, we distributed 300 questionnaires targeting chinese' tourists.Recollected questionnaires (257:93.7%) were analyzed empirically.
Using SPSS, we examined several approaches including frequency analysis,factorial analysis, ANOVA.
The objectives of this study were:
1.to exam the relationship between the living patterns of chinese' tourists in the hotel service maketand their demographic characteristics.
2.to find out how lifestyles of chinese' tourists perceived service quality.
3.to explore how chinese' tourists perceived service quslity influences chinese' tourists satisfaction.
4.to examine how chinese' touristssatisfaction have effect on their revisit intention.
Thus , The implicationof this study are as follow:
If businesses in the hotel service industry provide fine service while performing various marketing strategies and are equipped with a systematic training program for their employees and information system for a variety of customers,they might incerease the chinese' tourists loyalty to them. this field was quite empirical and has not been studied sufficiently while having a number of suggestions and academic importance.
Against this backdrop,this study was that categorizing services in the hotel service industry inro physical service,hunman service,and systematic service needs follow-up reserch to more accuratey define these concepts,since some characteristics of these categories are not clearly sorted.
Author(s)
윤정정
Issued Date
2011
Awarded Date
2012. 2
Type
Dissertation
URI
http://dcoll.jejunu.ac.kr/jsp/common/DcLoOrgPer.jsp?sItemId=000000005757
Alternative Author(s)
Yin, Ting-Ting
Affiliation
제주대학교
Department
대학원 관광경영학과
Advisor
조문수
Table Of Contents
Ⅰ.서론 1
1. 문제의 제기 1
2. 연구의 목적 2
3. 연구의 방법 및 구성 3
Ⅱ. 이론적 고찰 5
1. 라이프스타일에 관한 이론적 고찰 5
1) 라이프스타일의 개념과 측정 5
2) 라이프스타일에 대한 선행연구 8
2. 호텔 서비스품질에 관한 이론적 고찰 10
1) 서비스 품질의 개념 10
2) 호텔서비스 품질의 개념 및 구성요소 16
3) 호텔 서비스품질의 차원 및 선행연구 19
3. 고객만족에 관한 이론적 고찰 25
1) 고객만족의 개념과 측정 25
2) 고객만족의 선행연구 29
Ⅲ. 연구방법 31
1. 연구모형 및 가설설정 31
1) 연구모형 31
2) 가설설정 32
2. 변수의 조작적 정의 32
3. 실증조사 방법 34
Ⅳ. 실증분석 37
1. 표본의 특성 37
2. 신뢰성 및 타당성 검증 39
1) 라이프스타일에 대한 신뢰성 및 타당성 검증 40
2) 서비스품질 인식에 대한 신뢰성 및 타당성 검증 42
3) 고객 만족에 대한 신뢰성 및 타당성 검증 44
3. 연구가설의 검증 45
1) 가설 1 검증 45
2) 가설 2 검증 48
3) 가설 3 검증 49
4) 가설 4 검증 50
5) 추가 분석 51
4. 분석결과의 요약 55
Ⅴ.결론 58
1. 연구의 요약 및 시사점 58
1) 연구결과의 요약 58
2) 연구의 시사점 60
2. 연구의 한계점 및 향후 연구 방향 61
1) 연구의 한계점 61
2) 향후 연구 방향 62
참고문헌 63
설문지 68
ABSTRACT 76
Degree
Master
Publisher
제주대학교 대학원
Citation
윤정정. (2011). 라이프스타일에 따른 호텔 서비스품질과 고객만족에 관한 연구
Appears in Collections:
General Graduate School > Tourism Management
공개 및 라이선스
  • 공개 구분공개
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