호텔 커피숍의 서비스품질에 따른 고객태도, 애호도, 가치와 만족의 구조적 관계

• 영문명: Structural Relationships among the Service Quality, Attitude, Intention of Reusing, Service Value, Satisfaction for Hotel Coffee Shop Customer
• 발행기관: 한국외식경영학회
• 저자명: 송지준(Song Ji Joon) 김석출(Kim Seok Chool) 유종서(Yu Jong Seo)
• 간행물 정보: 『외식경영연구』9권 2호, 67~88쪽, 전체 22쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2006.06.30

영문 초록

This study was performed how to elevate the satisfaction of Hotel coffee shop customer. This study aimed to investigate whether the service quality affects the customer attitude, intention of reusing, service value and customer satisfaction of coffee shop customer. The sample size of this study is 272, which makes it possible to do statistical inferences. As statistical methods, Structure Equation Model(SEM) with AMOS 4.0 is used. Three principle results emerge from this study. First, responsiveness, one of the service quality sub-factor, affects customer attitude and customer attitude affects intention of reusing, customer satisfaction. Second, emparthy, one of the service quality sub-factor, affects service value and service value affects customer satisfaction. Third, reliability, one of the service quality sub-factor, affects intention of reusing. This study suggest that marketing strategy to help hotel coffee shop's outcome are needed, and the marketing strategy should be plan hotel coffee shop manager.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 가설 도출 배경

Ⅲ. 연구의 설계

Ⅳ. 실증연구의 분석결과

Ⅴ. 결론

참고문헌

키워드

Service quality Consumer attitude Intension of reusing Service value