Journal of Applied Tourism Food and Beverage Management and Research (한국관광식음료학회지:관광식음료경영연구)
- Volume 15 Issue 2
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- Pages.99-122
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- 2004
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- 1598-0871(pISSN)
A Study on The Effective Efforts to Recover Unsatisfied Restaurant Customers An Empirical Study of the Measurement of the Customer Satisfaction in Hotel Industry In Korea
한국 특급호텔의 고객만족지수 연구
Abstract
The purposes of this study and to develop the model to prove the structural relationship between service orientation and customer satisfaction, to find out the mediation variables between them, to survey and analyze their roles empirically, and to prove the probability of applying the strategic frame to all hotels in Korea. For these purposes, the author developed a structural model which consists of six variables. The data were collected from 7 hotels and analyzed with AMOS program. The findings can be summarized ad follows : First, the higher customer expectation, the lower customer satisfaction. Second, the higher customer expectation, the higher customer perceived quality. Third, the higher customer perceived qualify, the higher customer satisfaction. Fourth, the higher customer perceived quality, the higher customer perceived value. Sixth, the higher customer satisfaction, the lower customer complaint. Seventh, the higher customer satisfaction, the higher customer loyalty.
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