중국 북경 중·저가 호텔의 고객가치와 고객만족도에 관한 연구 (A Study on the Customer Value and Satisfaction of Economic Hotels in Beijing, China)

서지정보

· 발행기관 : 한국호텔관광학회
· 수록지 정보 : 호텔관광연구 / 12권 / 4호 / 138 ~ 152페이지
· 저자명 : 서진욱, 이미미

초록

The objective of this study was to explore the customer value and satisfaction of economic hotels in Beijing, China. It was designed the research model to analyze the customer value affecting the customer satisfaction related on the factors such as service, brand, hotel price, convenience, and interior facilities. The survey instrument was designed by the researcher on the basis of the existing literature on the customer value and satisfaction of economic hotels. Of the 300 questionnaires delivered, 272 were obtained and only 238 were usable for this study. All collected data were analyzed by frequency analysis, reliability analysis, t-test, one-way ANOVA and regression analysis. As the final findings of this study, first, there were significant differences among the economic hotel customer's satisfaction and the factors of demographic characteristics in terms of gender, age, academic level, and occupation. Second, the service factor and the interior facilities factor of hotel had a significant influence on the customer value. Third, the customer value had a significant influence on the customer satisfaction.

영어초록

The objective of this study was to explore the customer value and satisfaction of economic hotels in Beijing, China. It was designed the research model to analyze the customer value affecting the customer satisfaction related on the factors such as service, brand, hotel price, convenience, and interior facilities. The survey instrument was designed by the researcher on the basis of the existing literature on the customer value and satisfaction of economic hotels. Of the 300 questionnaires delivered, 272 were obtained and only 238 were usable for this study. All collected data were analyzed by frequency analysis, reliability analysis, t-test, one-way ANOVA and regression analysis. As the final findings of this study, first, there were significant differences among the economic hotel customer's satisfaction and the factors of demographic characteristics in terms of gender, age, academic level, and occupation. Second, the service factor and the interior facilities factor of hotel had a significant influence on the customer value. Third, the customer value had a significant influence on the customer satisfaction.

참고자료

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