호텔 서비스품질 만족도에 대한 집단별 특성 분류에 관한 연구 = A Classification on the Group Characteristics for Satisfaction of Hotel Service Quality

다국어 초록 (Multilingual Abstract)

In this paper, the selective attribution and satisfaction for service quality are empirically analyzed through a survey that investigate into customers who use a hotel. First, we execute exploratory factor analysis for the preference of service quality which are evaluated by hotel customers. Also, we perform reliability analysis for components of service quality using the test of Cronborch's Alpha. And in order to find the significant factors in the satisfaction of service quality, regression analysis are conclusively performed to prove which factors affect to the satisfaction of service quality. According to the findings of analysis, customer attention and caring, unexpected service, food and beverage service, and room service are revealed as significant factors for the satisfaction of service quality. And a factor which is most influenced upon the satisfaction of service quality is revealed as an unexpected service factor. It thus appears that a differentiation factor for the satisfaction of service quality is an unexpected service factor. Finally we can identify two significant groups among the significant factors of satisfaction of hotel service quality by K-means cluster analysis.

참고문헌 (Reference)

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