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관광객 전체만족 및 재방문에 영향을 미치는 요인에 관한 연구
사장진 관광품질시스템학회 1995 관광품질시스템연구 Vol.1 No.2-4
In a rapidly changing environment of enterprises and in a endlessness competition era, to raise its competitivesness there are lots of plan to keep up its prosrerity appeared such as management revolution, management renovation, reengineering, benchmarking. Ultimately, Customer satisfaction is one of greatest goal of today's enterprises and the greatest tools of promotion activities. So, enterprises are concentrating their efforts to achieve a holistic customer satisfaction from selling products to measuring customer satisfaction come to appeared with a feeling about the products in his or her mind after buying or using it. Een in tourism industries is the same. This paper is focus on investigating satisfaction elements affect on overall satisfaction and intention of repeat visit of tourists travel korean heritages or cultural sites. As a result of it, It was found that both visitors, U.S and Japaneses, are the most affected in overall satisfaction by iterest in ancient heritages and culture, and that both of them were the greatest affected in intention of repeat visit by resident's attitude. Conclusionly, in the future study, It is required for us to continuous study on tourist's satisfactiion to correspond wuth a change of enterptises environment or tourist's needs and wants.
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여행상품 소비단계벌 위험지각의 차이 및 여행정보와의 관계
이경환,사장진 문화관광연구학회 2002 문화관광연구 Vol.4 No.1
This research is to integrally explain consuming behavior process of package tour and perceived risk of tourist throughout researching difference by each level based on consuming behavior step, tourist's perceived risk level and level difference. Study model is decided on the basis of the result of pre-practical study on content obtained from theoretical study throughout literature and practical research and analysis throughout posing a question depending on study model was carried out. Giving a concise explanation of study result, Perceived risk of tourist can be measured per 3 steps and pre-perceived risk could be classified between one before purchase-choice time and before attending tour. And perceived risk of tourist has little dfference according to his behavior step and while his behavior process is going on, perceived risk level is getting down without financial perceived risk. It can made perceived risk level decreased by their struggle to getting information, adjusting risk-tolerance level of tourist, non-existence of real risk factor, high level of pre-preceived risk. second, In the relationship analysis between travel information volume and perceived risk, decrease of perceived risk has an interrelationship between travel information volume and functional and physical perceived risks before purchase choice, financial perceived risks before or during travel. It means that he is decreasing perceived risk level for getting information research as part of effort to decrease perceived risk throughout consumer behavior.
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이훈구,사장진 문화관광연구학회 2001 문화관광연구 Vol.3 No.3
This study is examined to find marketing strategies and research directions by verifying the important issues of satisfaction and post-utilization behaviour based on satisfaction attributes of family restaurant customers. The research was processed as follows. First. differentiation test of satisfaction attributes was conducted by demographic characteristics and characteristics of family restaurant utilization. Second, in order to find out what factors have a important influence, overall satisfaction and intention to revisit including suggestion, and intention to recommendation was taken. As a result of factor analysis, the findings are summarized as quality of food factor, atmosphere factor, event factor, attitude of employee service factor, utilization convenience factor, accessibility factor, and surroundings factor. In the relation to demographic characteristics, this factor doesn't have any significant differentiation but has significant relation with overall satisfaction. As influential factors, atmosphere, event, accessibility, and surroundings factors revealed to have significant relation. The quality of floods was analyzed as the most important influential factor to intention to revisit. Atmosphere, event, accessibility, and attitude of employee service * 기전여자전문대학 관광일어통역과 교수 ** 경기대학교 박사과정 수료, 동남보건대학 강사 were also found to be important. Quality of foods, atmosphere, event, accessibility, and utilization convenience factors have influence on suggestion and intention to recommendation as influential factors. In conclusion, the results of this study indicate that family restaurant operators have to identify the importance of differentiated management to provide customers with foods, service quality of employee, and diverse extent in restaurant as well as easy transportation accessibility to the restaurant including interior and exterior facilities. Family restaurant marketer also establish the fundamentals of approach to persuade customers to retain the royalty of their existing customers.
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여행상품 및 여행자 특성에 따른 소비행동 단계별 위험지각
이경환,사장진 관광품질시스템학회 2001 관광품질시스템연구 Vol.7 No.3-4
This research is to integrally explain consuming behavior process of package tour and perceived risk of tourist throughout researching difference by each level based on consuming behavior step, tourist's perceived risk level and level difference. Study model is decided on the basis of the result of pre-practical study on content obtained from theoretical study throughout literature and practical research and analysis throughout posing a question depending on study model was carried out. Giving a concise explanation of study result, Perceived risk of tourist can be measured per 3 steps and pre-perceived risk could be classified between one before purchase-choice time and before attending tour. And perceived risk of tourist has little difference according to his behavior step and while his behavior process is going on, perceived risk level is getting down without financial perceived risk. It can made perceived risk level decreased by their struggle to getting information, adjusting risk-tolerance level of tourist, non-existence of real risk factor, high level of pre-perceived risk.
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