온천지역 호텔 서비스 품질에 고객 평가에 관한 연구 : 충청권 온천지역을 대상으로 . 1994 = (A)Study on the customer's evaluation of the servicequality of the hotel in the hot spring area

다국어 초록 (Multilingual Abstract)

This study is interded for the hotel in the hot spring areas of Chung Chung provinces on which the many hotels in the hot spring areas are concentrated. The purpose of this study is to inquire into the significant difference between the expected level and the degree of satisfaction of hotel service virtually perceived by customers by grasping two values.
And another purpose of this study is to analyze what factors constitute service attributes by department at the hotel in the hot spring area and to analyze that difference there is between service factors by department at the hot spring hotel in accordance with demographic characteristics of the population using it.
To attain the purposes of this study, an empirical analysis also was used based on the contents of study disussed in chapter 2. An empirical analysis was conducted concerning 8 hotels such as Onyang, Suando, Yusung areas etc in the study. The finding were summarized as follow : Firstly, this study divided 43 hotel service attributes into 12 items at the hotel department, 12 items at the room department, 8 items at the general service department and 11 items at the food & beverage department, and made a factor analysis of each item.
As a result, two factor, namely the internal factor of the hotel and the external facto of the hotel were drawn from the overall hotel department, and the principal facto of the room, the decorative factor of the room, and the price factor of the room, were divided.
And the general service department was classified into two factors such as employees specialization and converient service process. The food & bererage department was classified into two factors such as employee and job processing and atmosphere and menu.
Secondly, a test of was made of the significant difference between the customer expected tevel of the chegree of satisfaction with service quality by department. As a result, it was revealed that the respondent customer showed a high expected lovel on the location of the hotel, the possibility of Linkage with the adjoining area, the natural environment agound the hotel in terms of the overall hotel department, and that the respondent customer felt terms of the overall hotel department, and that the respondent customer felt satksfied with items such as the location of the hotel, the possibility of linkage with the adjoining area, the convenience of parking, safety and privacy.
It was revealed that the respondent showed a high expected level on items such as cleanliness of the room, the internal structure and size of the room in terms of the room department and that the respondent felf satisfied with cleanliness of the room, the size of the wardrobe and the number of hanyers. It was shown that the respondent customer had a high expected level on restraint of excessive service in the general service department, and that the respondent felf dissatisfied with service employee ability to communicate, specialized service, etc.
It was revealed that the respondent customer had a level of expectation on taste of coffee, employee knowledge of the menu, favorable treatment of customers complatints, and that the respondent felf dissatisfied with low prices, the diversity of menus, etc.
Thirdly, a test was conducted of the difference in the demographic characteristics relative to factors by department.
AS a consequence of testing the difference in the overall hotel department, it was shown that there was a significant difference between customer in respects of visiting purpose, age, sex, accupation and the location of the hotel. In case the visiting purpose was complex in terms of the internal factor of the hotel, it was revealed that persons of 31~40 years old, women, and the mieele management of the firm felt more sutistied with the hotel in the Yusung area. It was shown that the income bracket of 2 million won had a higher chegree of satisfaction with the hotel in the Onyang area in terms of the external factor of the hotel.
As a result of testing the difference in service quality perceived by customers on the room department, it was shown there was a significant difference in women, occupation, in come bracket the location of the hotel. It was revealed that women, the middle management of the firm, the income bracket of 510,000~1,000,000 won felt more satisfied with the hotel in the Onyang area n terms of the decorative factor of the room. And it was shown that the income bracket of more that 2 million won felt satistied with the hotel in the Yusung area in terms of the price factor of the room.
As a resulf of testing a difference on the general service department, it was revealed that there was a significant difference in all but sex. In case in custumer has visited a partimlar hotel three times or over five times, it was shown that the customer, such as persons aimed at pleasure and complex purpose, the middle manager of the firm, college graduates and the income bracket of 500,000~1,000,000 won felt more satisfied with the hotel in he Onyang area in terms of the factor of convenient service process. It was reveled that customers such as persons of more than 50 years, professionals, the income bracket of over 1.5 million won felf more satisfied with the hotel in the Onyang area in terms of the factor of employee's specialization. It was shown that there was significant difference in terms of the frequency of visit, the purpose of visit, age, the location of the hotel in the food & beverage department. It was shown that person visiting over hour times, visitors with cample purpose and person of over 50 years felt more satisfied with the hotel in the Onyang area in terms of the factor of amployee and job processing. It was revealed that persons visiting over four times, and visitors with comple purpose felf more satisfied with the hotel in the Yusung area in terms of atmosphere men factor.
Accordingly, there might be a partiy significant difference by department in the hypotheses adpted in this study, but the hypotheses can be said to be valid.

목차 (Table of Contents)

• 목차
• 제1장 서론 = 1
• 제1절 문제의 제기 및 연구의 목적 = 1
• 제2절 연구의 방법 및 구성 = 2
• 1. 연구의 방법 = 2
• 2. 연구의 구성 = 3
• 제2장 호텔 서비스 품질에 대한 이론적 배경 = 4
• 제1절 서비스 개념 = 4
• 1. 서비스의 개념 및 특성 = 4
• 2. 서비스의 분류체계 = 9
• 제2절 서비스 품질의 특성 = 12
• 1. 서비스 품질의 개념의 특성 = 12
• 2. 서비스 품질의 츠정 = 14
• 3. 서비스 품질에 대한 연구 = 17
• 제3절 호텔 서비스의 의의와 경영 특성 = 26
• 1. 호텔 서비스의 의의 = 26
• 2. 호텔 서비스의 경영특성 = 27
• 3. 호텔 서비스 품질에 대한 연구 = 32
• 제3장 호텔 서비스 품질에 대한 실증분석 = 36
• 제1절 연구모형의 구성과 가설의 설정 = 36
• 제2절 조사의 설계 = 37
• 1. 표본의 설계 = 37
• 2. 설문지의 구성 = 38
• 3. 실증조사 방법 = 40
• 제3절 실증분석 = 41
• 1. 인구통계적 특성 = 41
• 2. 온천 지역 호텔의 서비스 품질에 대한 요인분석 = 43
• 3. 가설의 검정 = 47
• 제4장 결론 = 73
• 제1절 연구의 요약 및 시사점 = 73
• 제2절 연구의 한계 = 76
• 참고문헌
• 부록(설문지)
• ABSTRACT