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SERVQUAL을 활용한 한옥호텔 객실공간의 사용자 중요도 평가

Title
SERVQUAL을 활용한 한옥호텔 객실공간의 사용자 중요도 평가
Other Titles
The Use of SERVQUAL for Guest Rooms in Hanok Hotel by Evaluating of Guest`s Importance
Author
황연숙
Keywords
한옥호텔; 서비스 질; 사용자 중요도; Hanok Hotel; SERVQUAL; Service Quality; Guest's Impotance
Issue Date
2015-10
Publisher
한국실내디자인학회
Citation
한국실내디자인학회 2015년도 추계학술발표대회 논문집, Page. 319-322
Abstract
The aim of this study is to examine the most important service quality factors for Hanok hotel. The theoretical model for assessing quality in Hanok hotel service confirmed the five-dimensional structure of SERVQUAL, in order to measure the degree of importance of users, However, some of the dimensions found and their components were different from SERVQUAL. The factor emerged as four dimensions. The four service quality dimensions identified in this study were named as `tangibles environment`, `intangibles environment`, `assurance`, and `reliability`. Furthermore, the findings of this study reveal that among the four dimensions, `tangibles environment` had emerged as the most important predictor of perceived service quality. The research findings also confirmed that, although the SERVQUAL scale was a very useful tool as a concept, it needed to improve for the specific service segments and for the cultural context within which it was used.
URI
http://www.dbpia.co.kr/Journal/ArticleDetail/NODE06554745?TotalCount=1&Seq=1&q=%5BSERVQUAL%EC%9D%84%20%ED%99%9C%EC%9A%A9%ED%95%9C%20%ED%95%9C%EC%98%A5%ED%98%B8%ED%85%94%20%EA%B0%9D%EC%8B%A4%EA%B3%B5%EA%B0%84%EC%9D%98%20%EC%82%AC%EC%9A%A9%EC%9E%90%20%EC%A4%91%EC%9A%94%EB%8F%84%20%ED%8F%89%EA%B0%80%C2%A7coldb%C2%A72%C2%A751%C2%A73%5D&searchWord=%EC%A0%84%EC%B2%B4%3D%5E%24SERVQUAL%EC%9D%84%20%ED%99%9C%EC%9A%A9%ED%95%9C%20%ED%95%9C%EC%98%A5%ED%98%B8%ED%85%94%20%EA%B0%9D%EC%8B%A4%EA%B3%B5%EA%B0%84%EC%9D%98%20%EC%82%AC%EC%9A%A9%EC%9E%90%20%EC%A4%91%EC%9A%94%EB%8F%84%20%ED%8F%89%EA%B0%80%5E*&Multimedia=0&isIdentifyAuthor=0&Collection=0&SearchAll=SERVQUAL%EC%9D%84%20%ED%99%9C%EC%9A%A9%ED%95%9C%20%ED%95%9C%EC%98%A5%ED%98%B8%ED%85%94%20%EA%B0%9D%EC%8B%A4%EA%B3%B5%EA%B0%84%EC%9D%98%20%EC%82%AC%EC%9A%A9%EC%9E%90%20%EC%A4%91%EC%9A%94%EB%8F%84%20%ED%8F%89%EA%B0%80&isFullText=0&specificParam=0&SearchMethod=0&Sort=1&SortType=desc&Page=1&PageSize=20http://hdl.handle.net/20.500.11754/27907
Appears in Collections:
COLLEGE OF HUMAN ECOLOGY[S](생활과학대학) > INTERIOR ARCHITECTURE DESIGN(실내건축디자인학과) > Articles
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