게스트하우스 서비스품질이 신뢰, 만족도 및 충성도에 미치는 영향: 외래관광객을 중심으로The Effect of Guest House Service Quality on Trust, Satisfaction and Loyalty: The Case of Foreign Tourists
- Other Titles
- The Effect of Guest House Service Quality on Trust, Satisfaction and Loyalty: The Case of Foreign Tourists
- Authors
- 이주신; 김송이; 정철
- Issue Date
- Jun-2018
- Publisher
- (사)한국관광레저학회
- Keywords
- 게스트하우스; 서비스품질; 신뢰; 만족도; 충성도; Guest House; Service Quality; Trust; Satisfaction; Loyalty
- Citation
- 관광레저연구, v.30, no.6, pp.219 - 239
- Indexed
- KCI
- Journal Title
- 관광레저연구
- Volume
- 30
- Number
- 6
- Start Page
- 219
- End Page
- 239
- URI
- https://scholarworks.bwise.kr/hanyang/handle/2021.sw.hanyang/32946
- DOI
- 10.31336/JTLR.2018.06.30.6.219
- ISSN
- 1229-0424
- Abstract
- The purpose of this study is to clarify the relationship among guesthouse service quality, trust, satisfaction and loyalty to suggest ways to solve these guesthouse problems. Based on data analysis results, it was revealed that responsiveness is most influential among service quality factors of the guesthouse. through trust, the service quality of guesthouse influences satisfaction and loyalty more strongly. In addition, trust has a significant effect on loyalty through satisfaction. The managerial implications of these findings are as follows: First, a guesthouse service system should be established; and it is also critical to have guesthouse staffs improving communication skill to provide prompt service. Second, the systematic service training for guesthouse staffs is needed through service manuals or other compatible ways. Finally, it is necessary to make practical efforts to build trust with customers and, eventually, to increase satisfaction.
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Collections - 서울 사회과학대학 > 서울 관광학부 > 1. Journal Articles
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