특급호텔 연회장의 서비스스케이프가 호텔 신뢰 및 고객만족에 미치는 영향
분야
사회과학 > 관광학
저자
이희승 ( Hee Seong Lee ) , 정봉구 ( Bong Koo Jeong ) , 김정훈 ( Jeong Hun Kim )
발행기관
관광경영학회
간행물정보
관광경영연구 2012년, 제53권 253~275페이지(총23페이지)
파일형식
31600818.pdf [무료 PDF 뷰어 다운로드]
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    영문초록
    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.
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