인문학
사회과학
자연과학
공학
의약학
농수해양학
예술체육학
복합학
DBpia AI
AI 에이전트
AI 아이디어
AI 리더
AI 뷰어
Citeasy
크롬 서지관리 다운로드
지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2018.10
- 수록면
- 133 - 147 (15page)
- DOI
- 10.31336/JTLR.2018.10.30.10.133
이용수
초록· 키워드
This study examined the effect of a hotel`s service quality on customer value and customer satisfaction. The research suggests strategic implications for the management of adequate service quality that reflects the recent technological change and socio-cultural environment.
The survey was conducted with the customers who had experience of using a luxury hotel in Busan for the last three years. Service quality factors were classified into result quality, interaction quality, and physical environment quality. Moreover, the difference between the quality`s relative influence on customer value and customer satisfaction was analyzed. The physical environmental quality was the most critical determinant of the customer value. As a result, the service quality is vital to customer satisfaction. Thus, it is necessary to classify hotel services and differentiate their service qualities.
The survey was conducted with the customers who had experience of using a luxury hotel in Busan for the last three years. Service quality factors were classified into result quality, interaction quality, and physical environment quality. Moreover, the difference between the quality`s relative influence on customer value and customer satisfaction was analyzed. The physical environmental quality was the most critical determinant of the customer value. As a result, the service quality is vital to customer satisfaction. Thus, it is necessary to classify hotel services and differentiate their service qualities.
#서비스품질(Service Quality)
#고객가치(Customer Value)
#고객만족(Customer Satisfaction)
#재구매의도(Repurchase Intention)
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목차
- Abstract
- Ⅰ. 서론
- Ⅱ. 이론적 배경
- Ⅲ. 연구설계
- Ⅳ. 실증분석
- Ⅳ. 결론
- 참고문헌
참고문헌
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