SERVQUAL을 활용한 한옥호텔 객실공간의 사용자 중요도 평가

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.