호텔 내부고객만족이 고객지향성 및 서비스품질에 미치는 영향

서지정보

ㆍ발행기관 : 한국관광서비스학회 ㆍ수록지정보 : 관광서비스연구 / 12권 / 1호
ㆍ저자명 : 이상규

목차

Ⅰ. 서론
II. 이론적 배경
1. 내부고객만족
2. 고객지향성
3. 서비스품질
4. 선행연구
III. 연구설계
1. 연구모형 및 가설
2. 조사설계 및 분석방법
IV. 실증분석
1. 인구통계적 특성
2. 신뢰도 검증
3. 타당성 검증
4. 가설의 검증
Ⅴ. 결론
참고문헌
ABSTRACT

영어 초록

This study investigated relationship with hotel internal customer satisfaction, customer orientation and service quality which can make judge hotel quality etc. based on more correct and systematic examination about desire for recent hotel internal customer satisfaction. Based on the results, this study tried to suggest hotel internal marketing strategy according customer satisfaction. The study results are as follows. First, as a result of analyzing factors of hotel internal customer satisfaction, it was identified that factors of related organization and business coordination are classed. Second, as a result of identifying influences of hotel internal customer satisfaction on customer orientation, for related organization is important factor. Third, It was analyzed that factor to affect service quality of hotel internal customer satisfaction was showed. To improve hotel service quality, measures to increase hotel internal customer satisfaction and customer orientation are required. And it was suggested that measures for improving hotel internal customer satisfaction related strategy are needed.

참고 자료

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