호텔뷔페레스토랑의 서비스품질이 고객만족과 구전의도에 미치는 영향 : 서울 특급호텔을 중심으로

Abstract

This study is to find out how service quality of hotel buffet restaurant affects hotel customer satisfaction. And the purpose of this study is to investigate the effect of customer satisfaction with word of mouth intention. The statistics of the collected data are processed by SPSS v . 20.0 statistical package program. The results of this study are as follows. First, the service quality of hotel buffet restaurant was set as sub - variables by tangibility, reliability, responsiveness, certainty, and empathy. The dependent variable was customer satisfaction by multiple regression analysis. Tangibles(Β = .161, P <.001), reliability (β = 145, P <.001), reactivity (β = .830, P <.001) All of them were analyzed as having a positive influence. Second, customer satisfaction with hotel buffet restaurant was used as independent variable, and dependent variable was used as multiple regression analysis. Customer satisfaction (β = .602, P <.001) was analyzed as having a significant positive effect on the word of mouth, which is a dependent variable.