호텔 서비스 품질이 서비스 충성도에 미치는 영향에 관한 연구: 서비스품질 위계모형 중심으로 (A Study on The Effects of Service Quality on Service Loyalty in the Hotel Industry: Focus on A Hierarchical Model of Service Quality)

서지정보

· 발행기관 : 한국호텔관광학회
· 수록지 정보 : 호텔관광연구 / 13권 / 2호 / 151 ~ 165페이지
· 저자명 : 김인수, 한승엽

초록

The purpose of this study was to testify the influence of service quality to service loyalty. A questionnaire survey in this study was conducted from Feb. 21, to Mar. 30, 2010. A total of 280 questionnaire sheets were distributed and 272 sheets were collected and used in 264 sheets for this analysis. The statistical techniques used for this empirical analysis are frequency analysis, technology analysis, reliability analysis, factor analysis, simple regression, multiple regression for carrying out the analysis, statistical programs, SPSS 16 for windows are applied. The major findings of this study were as follows: First, in respect of continuous usage of the hotel consumers, The hotel provides customers with the service environment which is the latest style facility in terms of hotel hardware. Customer satisfaction results from not only physical quality but also interaction quality and outcome quality as well. Second, The hotel provides customers with high-class goods, standardizations and diversities. Trust results from not only interaction quality but also outcome quality and physical environmental quality as well. Consequently, The hotel puts a lot of efforts to originate the competitive reinforcements and the expert knowledge cultivation. Third, Customer satisfaction was identified to affect switching intention and repurchase intention. Fourth, Trust was identified to affect switching intention and repurchase intention. Fifth, Switching intention is not affected repurchase intention. It is a meaningful study to apply to a hierarchical approach of service quality of Brady & Cronin's in the hotel industry.

영어초록

The purpose of this study was to testify the influence of service quality to service loyalty. A questionnaire survey in this study was conducted from Feb. 21, to Mar. 30, 2010. A total of 280 questionnaire sheets were distributed and 272 sheets were collected and used in 264 sheets for this analysis. The statistical techniques used for this empirical analysis are frequency analysis, technology analysis, reliability analysis, factor analysis, simple regression, multiple regression for carrying out the analysis, statistical programs, SPSS 16 for windows are applied. The major findings of this study were as follows: First, in respect of continuous usage of the hotel consumers, The hotel provides customers with the service environment which is the latest style facility in terms of hotel hardware. Customer satisfaction results from not only physical quality but also interaction quality and outcome quality as well. Second, The hotel provides customers with high-class goods, standardizations and diversities. Trust results from not only interaction quality but also outcome quality and physical environmental quality as well. Consequently, The hotel puts a lot of efforts to originate the competitive reinforcements and the expert knowledge cultivation. Third, Customer satisfaction was identified to affect switching intention and repurchase intention. Fourth, Trust was identified to affect switching intention and repurchase intention. Fifth, Switching intention is not affected repurchase intention. It is a meaningful study to apply to a hierarchical approach of service quality of Brady & Cronin's in the hotel industry.

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