특급 호텔 공연장의 CRM 활용요인이 기업이미지와 고객충성도에 미치는 영향 = The Effect of Deluxe Hotel Concert Hall CRM Practical Factors on Corporate Image and Customer Loyalty

다국어 초록 (Multilingual Abstract)

This study was a surveyed the customers who visit the three hotel rooms of the limited hotel such as L Hotel, H Hotel and R Hotel in Seoul. From September 01, 2018 to September 30, 2018, we conducted a survey for a month.
A total of 300 questionnaires were distributed with 100 copies per hotel, and a total of 271 valid questionnaires were used as the analysis data. The results of this study are as follows.
First, the effect of The effect of hotel CRM utilization factor on physical image was analyzed as statistically significant with 15.1% of explanatory power. All three items on the relationship between customer satisfaction, contact service, and communication have positive effects on physical image. The effect of hotel CRM utilization factor on physical image was analyzed as statistically significant with 19.3% of explanatory power. The results of this study suggest that the relationship between customer satisfaction and customer satisfaction is positively related to emotional image. Second, the influence of hotel CRM utilization factor on customer loyalty was statistically significant with 26.5% of explanatory power. Customer satisfaction, customer satisfaction, customer satisfaction, customer satisfaction, customer satisfaction, customer satisfaction. Third, the effect of hotel physical image on customer loyalty was statistically significant, with explanatory power of 24.3%. The hotel physical image has a positive effect on customer loyalty, and the influence of hotel emotional image on customer loyalty is statistically significant with 44.1% of explanatory power.

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