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http://dx.doi.org/10.5392/JKCA.2011.11.3.440

Impacts of Hotel Service Quality and Voluntary Behavior upon Behavioral Intentions  

Shin, Chul-Ho (인하공업전문대학 호텔경영과)
Lee, Jung-Chul (남서울대학교 호텔경영학과)
Jang, Hyun-Jong (백석 예술대학)
Publication Information
The Journal of the Korea Contents Association / v.11, no.3, 2011 , pp. 440-448 More about this Journal
Abstract
This study is to investigate the impact of hotel service quality and voluntary behavior upon behavior intentions by the actual analysis of four deluxe hotels in Seoul and Incheon. As a research methodology, a statistical package of SPSS 15.0 for window & Path Analysis 7.0 were used with 124 respondents. The empathy of service quality affects the voluntary behavior of the customers composed of three factors. Cooperation out of the voluntary behavior has an effect on the behavioral intentions and the rest of voluntary behavior only influences revisit. Accordingly it suggests that hotel employees should serve the customers with individual care and concern. In addition, it reveals significantly that the empathy is the main factor resulting in voluntary behavior and behavior intentions of the hotel customers.
Keywords
Service Quality; Voluntary Behavior; Behavioral Intentions;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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