소규모 숙박산업의 고객만족 전략

• 영문명: Customer Satisfaction Strategies of Small Lodging Industry
• 발행기관: 한국창업학회
• 저자명: 김현철(Kim Hyun Chul) 정기한(Ki Han Chung)
• 간행물 정보: 『한국창업학회지』제5권 제4호, 19~42쪽, 전체 24쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2010.12.31

영문 초록

There are about 20000 accommodations called small lodging. Customers usually use small lodging than hotel because of budget and convenience. However, it is so rare which is a study on small lodging business. In Korea, small lodging has a little negative image with pleasures business. It is nevertheless plenty of using. The purpose of this study is to identify characteristics of small lodging compared with hotel and the relationship among service marketing mix of 7 Ps, customer satisfaction, and repurchase intention. The results show that cheap prices, clean bedding, employee service, cleanness, and view of small lodging affect positively customer satisfaction. Cheap prices, view, employee service, and clean bedding affect positively repurchase intention. Therefore, managers of small lodging should develop and manage service marketing mix of 7Ps in perspective of customers to enhance customer satisfaction and repurchase intention.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구모형과 가설

Ⅳ. 실증분석 및 결과

Ⅴ. 결론

참고문헌

ABSTRACT

키워드

Service marketing mix of 7Ps Customer satisfaction Repurchase intention