특급호텔 연회장의 서비스스케이프가 호텔 신뢰 및 고객만족에 미치는 영향

• 영문명: The Effect of Servicescape on Hotel Trust and Customer Satisfaction in Deluxe Hotel Ballroom
• 발행기관: 관광경영학회
• 저자명: 이희승 정봉구 김정훈
• 간행물 정보: 『관광경영연구』제16권 제4호, 253~275쪽, 전체 23쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2012.12.31

영문 초록

The purpose of this study is to examine the effect of servicescape on hotel trust and customer satisfaction in deluxe hotel ballroom. To achieve this, a survey was carried out on 400 customers of the deluxe hotel ballroom through July 11 to July 30. 2012. The results are as follows. First, the effect of servicescape on hotel trust in deluxe hotel ballroom showed that convenience, functionality, cleanliness, aesthetics and accessibility have a significant effect on customers' trust in hotel(p<.01). Second, the effect of hotel trust on customer satisfaction in deluxe hotel ballroom showed that customers' trust in hotel has a significant effect on customers' satisfaction(p<.001). Consequently, besides the image of the existing deluxe hotel, customers' high reliability of hotel plays a role as a major variable to improve more positive customer satisfaction, and servicescape in a banquet is emerging as such an important attribute.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 분석결과

Ⅴ. 결론

참고문헌

키워드

Deluxe hotel Servicescape Hotel trust Customer satisfaction