서비스 성과에 대한 구조적 영향요인 분석

다국어 초록 (Multilingual Abstract)

This study was conducted to analyse the mediating roles of service quality and customer satisfaction between market orientation and business performance. A structural model and several hypotheses were developed regarding the this. To analyse the data collected from 85 respondents in 85 Korea hotels, the structural model was analysed with LISREL. The results can be summarized as follows. First, the greater the degree of market orientation, the higher the level of service quality and customer satisfaction. Second, the higher the level of service quality, the higher the level of customer satisfaction. Third, the higher the level of customer satisfaction the higher the level of business performance, however, although there was a higher the level of service quality, a higher level of performance did not exist. Finally, the greater the degree of market orientation, the higher the level of business performance.