관광호텔의 속성 만족도가 고객충성도에 미치는 영향에 관한 연구

• 영문명: An Empirical Study on the Influence of Customer Loyalty on the Attribute Satisfaction in Tourist Hotel Industry
• 발행기관: 대한관광경영학회
• 저자명: 박진영 남중헌
• 간행물 정보: 『관광연구』제16권 제1호, 145~162쪽, 전체 18쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2001.06.30

영문 초록

The purpose of this study is to find out the hotel attributes influencing customer loyalty. Followings are results of this study acquired from the empirical research. First, the result of this empirical study showed that satisfaction of attributes influenced positively on behavioral loyalty of satisfaction by hotel attributes were in order of staff's service, hotel view, room facilities, convenience. Atmosphere of room, price and hotel image, however, were proved not to be items playing important role on the behavioral loyalty of customer. Second, this study also clarified that satisfaction of the hotel attributes influenced positively on attitudinal loyalty influenced only staff's service, room facilities and price. However, the results of this study proved that the factors of view, image, convenience and room facilities did not influence on the attitudinal loyalty of customer. Third, hotel attributes could be derived from attitudinal and behavioral loyalties showed that staff's service was the most effective factor. Fourth the mean value of customer satisfaction by hotel attributes showed that room view was the most important factor.

목차

Abstract

Ⅰ. 서론

Ⅱ. 이론적 고찰

Ⅲ. 실증분석

Ⅳ. 결론

참고문헌

키워드

호텔속성 고객만족 고객충성도