스키리조트 서비스품질 개선 우선순위 도출

• 영문명: Analysis on the Improvement of Ski Resort Service Quality with the Performance Model
• 발행기관: 한국산업경영시스템학회
• 저자명: 여환립(Yeo, Hwanleep) 김판수(Kim, PanSoo)
• 간행물 정보: 『산업경영시스템학회지』제33권 제1호, 59~70쪽, 전체 12쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2010.03.30

영문 초록

This paper reorganized five service qualities dimensions of ski-resorts, then derived the improvement priority order of the service quality through a satisfaction measure considering the importance. There’re more competitive situations to guarantee customers using the skies and snowboards is a major sports in winter season. In these competitive environments, this paper ’s going to propose a predominant-competitive strategies for improving the service quality of ski-resorts. This study measured the satisfaction considering the importance of service quality target on customers has an experience ski resort service quality to improve ski resort service quality. This study using Performance Model decide a priority order about a particular item improvement, then is going to present a guideline that can improve the service quality more exactly. As a result of the study the factors that is important to the customer were prime physical factor, access, assistance physical factor, staff service and assistant service, an improvement priority order were accommodation and eating-drinking facilities, waiting time of a slope and lift/gondola, entertainment/shopping facilities in the resorts, equipment rental and lift fare.

목차

1. 서 론

2. 이론적 배경

3. 연구방법

4. 자료분석 및 결과

5. 요약 및 결론

키워드

Service Quality Important Satisfaction Performance Model