개인구독
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지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2011.6
- 수록면
- 151 - 165 (15page)
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초록· 키워드
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The purpose of this study was to testify the influence of service quality to service loyalty. A questionnaire survey in this study was conducted from Feb. 21, to Mar. 30, 2010. A total of 280 questionnaire sheets were distributed and 272 sheets were collected and used in 264 sheets for this analysis. The statistical techniques used for this empirical analysis are frequency analysis, technology analysis, reliability analysis, factor analysis, simple regression, multiple regression for carrying out the analysis, statistical programs, SPSS 16 for windows are applied. The major findings of this study were as follows: First, in respect of continuous usage of the hotel consumers, The hotel provides customers with the service environment which is the latest style facility in terms of hotel hardware. Customer satisfaction results from not only physical quality but also interaction quality and outcome quality as well. Second, The hotel provides customers with high-class goods, standardizations and diversities. Trust results from not only interaction quality but also outcome quality and physical environmental quality as well. Consequently, The hotel puts a lot of efforts to originate the competitive reinforcements and the expert knowledge cultivation. Third, Customer satisfaction was identified to affect switching intention and repurchase intention. Fourth, Trust was identified to affect switching intention and repurchase intention. Fifth, Switching intention is not affected repurchase intention. It is a meaningful study to apply to a hierarchical approach of service quality of Brady & Cronin`s in the hotel industry.
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