Earticle

초록

영어

In general hotel service is divided into three dimensions - personal service, physical service, system service, which are based on the value of hotel service product. The study object is the room and F&B foreign guests(n=227) using deluxe hotels and first class hotels in Pusan extracted from convenience sampling and quota sampling methods, which is believed to be better than probability sampling because it has the limitations in that the access of prediction for foreign respondents is not easy. Both descriptive statistical analysis and hypothesis of emperical data ara made simultaneously by using of SPSSWIN statistical package system (i.e., Descriptive and Frequency test, Factor analysis, ANOVA, Multiple Regression, Partial Correlation, etc.) In conclusion, 1) as I have predicted, hotel perceived quality factors are also human factor, physical factor, and system factor. 2) Foreign guest`s satisfaction largely depends on human service factor, are moderated by nationality variable. 3) Perceived quality and guest` satisfaction are not significantly different at the .050 level by guest`s using situation, perior experience, and demographics with the exception of income variable. And 4) foreign guest`s satisfaction correlates to the perceived quality, guest`s attitude, and repurchase intention, especially moderates it between the perceived quality and guest`s satisfaction.

목차

I. 서론
 II. 호텔서비스 품질 및 만족에 관한 이론적 고찰
  1. 호텔서비스 품질
  2. 호텔고객의 만쭉
  3. 호텔서비스 품질과 고객만족과의 관계
 III. 실증분석
  1. 연구모형 및 가설
  2. 변수의 정의 및 자료
  3. 자료의 분석
  4. 가설검증 및 분석결과
 IV. 연구결과의 시사점
  1. 호텔서비스 품질 요인의 합의
  2. 외국인 호텔고객의 만족도 제고 전략
 V. 결론
 참고문헌
 Abstract

저자

• 박중환 [ Jung Hwan Park | 성심외국어대학 호텔경영과 조교수 ]

참고문헌