호텔 레스토랑 선택속성과 고객만족에 관한 연구

Abstract

The modern hotel industry is facing the new challenges such as changes along with a high economic growth, the advent of mass consumption society and internationalization as well as the increase of chain restaurants.This study aims at analyzing the determinants of customer satisfaction and the most important selection attributes of the hotel italian restaurants. As a result, a factor analysis delineated five dimensions of selection attributes of hotel italian restaurants: taste and service, speciality, surroundings, proximity and image, price and rapidity. and regression analysis yielded speciality was the biggest influence on customer satisfaction and future behavior intentions.This paper provides hotel marketers and restaurant managers the useful clues to understand consumers’ choice behavior of italian restaurants.