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호텔이벤트 서비스 구성요소와 고객만족 간의 상관관계에 관한 연구 : 상해시를 중심으로 원문보기

  • 저자

    소석

  • 학위수여기관

    공주대학교 대학원

  • 학위구분

    국내석사

  • 학과

    관광경영학과

  • 지도교수

    박창수

  • 발행년도

    2014

  • 총페이지

    iv, 73장

  • 키워드

    호텔이벤트;

  • 언어

    kor

  • 원문 URL

    http://www.riss.kr/link?id=T13534491&outLink=K  

  • 초록

    Hotel industry should concentrate efforts on customer acquisition and securement of domestic demands by developing and providing various event products that match the new era for the customers besides the provision of standard accommodation and food under the circumstance of economic crisis, the rise of exchange rate and the increase of prime cost so as to continue and develop the hotel industry in the intensified completion. With the large-scale international events including 2002 Korea-Japan World Cup, 2005 APEC (Asia-Pacific Economic Cooperation), and 2010 Seoul G20 Summit as chances, hospitality industry is becoming larger, while hotel industry is getting not only larger but also more gentrified. With these changes, the role of hotel industry is also changing from provision of simple accommodation into satisfying the overall demands in life according to customers' lifestyle involving their changing needs. Nowadays, with Las Vegas as the leading role, most of the hotels with entertainment tendency in the city are making efforts in the hotel income increase through new customer creation by performing events like shows, parties and festivals. According to this trend of hotel industry, it is realistic for the domestic first class hotels to devote themselves to attracting foreigners through duty free shops and casino business besides room service and food and beverage business. On the other hand, the first class hotels in Seoul are also working hard to maintain foreigners and create potential customers by not only providing room services, food and beverage service, but also performing events like shows, concerts, parties and festivals. The empirical researches related to the relationship between components and customer satisfactions towards these hotel event services are still insufficient. Therefore, it can be considered that the studies of the influence on the customer satisfactions related to the components of hotel event services are necessary. The contents of this study can be divided into the understanding of the components of hotel events and the study on the influence of the components of hotel events on the customer satisfaction. This study consists of five chapters. The range and contents of each chapter are summarized as follows. In the first chapter, as the introduction part, the research background, purpose, range and methods were presented. In the second chapter, as the literature review, the first section looked into the hotel event services, while in the second section, the customer satisfaction was figured out. In the third section, previous studies were reviewed. In the third chapter, based on the literature review, the research model was established and the research method was designed according to it. In the fourth chapter, in the analysis results, the demographic characteristics of the customers that have hotel event service experience, the confirmatory factor analysis and the phased regression analysis of the multiple regression analysis were expounded. In the fifth chapter, as the conclusion, according to the research purpose, the extracted empirical analysis was summarized and presented. Integrated conclusion, implications and limitations of the research were proposed. The limitations of this study and future research direction were presented. on addition, in order to realize the research purpose effectively and obtain the objectivity and universality, literature study and empirical study were both conducted. The literature study mainly focused on the specialty publication, research paper, academic journals and association statistics. In order to achieve the research purpose effectively, questionnaire necessary for the analysis was used with Likert 5 points scale. The subjects of the survey were limited to the customers that experienced hotel event services. As for the analysis method of the collected materials, statistical method was employed. In the statistics process, date coding was conducted and analysis was done with the use of SPSS (Statistical Package for the Social Sciences) 21.0 version and Amos 21.0ver.目前酒店业面临着经济危机,外汇汇率上升,物价上涨等困难和挑战. 面对酒店业的激烈竞争形势,除了提供餐饮住宿等服务外,酒店应该开发并提供顺应时代的多种产品,以期最大限度地满足消费者的需求. 只有这样才能取得长久的竞争优势,获得可持续发展. 2002年韩日世界杯,2005年亚太经济合作组织(APEC)会议与2010年G20峰会等大型国际活动,为旅游酒店业日趋白热化提供了契机. 随着消费者的生活方式和需求变化,酒店业服务也从基本的吃住延伸至包含物质和精神享受的层面. 位于拉斯维加斯等娱乐城市的酒店,通过演出、派对、庆祝会等促销活动鼓励顾客消费,努力增加收入. 根据目前酒店业的发展趋势,韩国的特一级酒店除了提供餐饮住宿服务外,通过免税店、casino赌场等多种设施来吸引外国人. 另一方面,首尔的特一级酒店通过演出、派对、庆祝会等活动,努力吸引外国人及潜在顾客.酒店业在服务素质及其构成要素方面,如何更强有力地抓住并且留住消费者的问题研究方面存在不足. 这些将成为酒店业的核心任务. 本研究内容大体可分为了解并且分析服务的构成要素及影响消费者满意的影响力. 本研究共五章,各章的主要内容如下. 第一章,导论. 本部分主要概述论文研究背景、研究目的、研究范围和方法. 第二章,理论综述. 第一节论述关于酒店促销活动服务. 第二节论述关于满足消费者需求. 第三节重点介绍先行研究. 第三章以文献研究为基础,制定研究模型并设计研究方法. 第四章,研究结果分析. 本部分说明了参加过酒店促销活动的消费者人口统计学特征, 验证型因素分析和多元回归分析中的逐步回归分析. 第五章,结论. 本部分论述实证研究结果和论文研究中存在的不足和缺陷,同时也提出了日后的研究方向. 为了有效达到研究目的并使研究具备客观性、普遍性,本研究并行文献研究和实验研究. 在实验研究中,使用里克特5级量表( Likert 5)分析调查问卷,调查对象锁定为参加过酒店促销活动的消费者. 文献主要是参考了关于国内外酒店促销活动的专业书籍,论文研究,学术刊物,协会统计资料等. 适用统计方法分析资料,利用日期编码(Date cording)和社会科学统计软件包(Statistical Package for the Social Sciences)21.0版本和Amos 21.0ver来处理统计分析.


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