호텔企業의 아웃소싱 類型에 따른 서비스 品質과 顧客滿足과의 差異 硏究

• 영문명: A Study on the Difference between Service Quality and Customer Satisfaction of Hotel Company According to Type of Outsourcing
• 발행기관: 청운대학교 관광산업연구소
• 저자명: 郭圭煥(Gwag, Gyu-Hwan) 具正大(Goo, Jung-Dae)
• 간행물 정보: 『관광산업연구』관광산업연구 제7권 제1호, 1~22쪽, 전체 22쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2013.06.30

영문 초록

This study has been performed to examine how the type choice of outsourcing affect service quality and customer satisfaction. In addition, the documentary research has been done to suggest the theoretical foundation for study purpose and the service quality has been offered empirically targeting companies applying outsourcing. The study is based on 280 customers in 4 hotels where outsourcing has been done among deluxe hotels and the questionnaire has been done. This study was statistically analyzed, using frequency analysis, factor analysis, reliability analysis, t-test and multiple regression analysis. The results are as follows. The outsourcing type has a correlation with the sympathy of service quality, confidence, responsiveness and reliability. In addition, the outsourcing type has a correlation with customer satisfaction, and the service quality has a correlation with customer satisfaction. As above, there is a difference in the hotel service quality according to type of outsourcing and the service quality has an effect on customer satisfaction.

목차

ABSTRACT

Ⅰ. 서 론

Ⅱ. 이론적 고찰

Ⅲ. 연구설계

Ⅳ. 실증분석

Ⅵ. 결론 및 시사점

참고문헌

키워드

아웃소싱 서비스 품질 고객만족 Outsourcing Service Quality Customer Satisfaction