- SERVQUAL을 이용한 서울 특1급 호텔 서비스 평가 및 비교에 관한 연구
- ㆍ 저자명
- 장대성,신충섭
- ㆍ 간행물명
- 品質經營學會誌
- ㆍ 권/호정보
- 1999년|27권 4호|pp.191-215 (25 pages)
- ㆍ 발행정보
- 한국품질경영학회
- ㆍ 파일정보
- 정기간행물| PDF텍스트
- ㆍ 주제분야
- 기타
This research was conducted to indentify the differences In the quality of services between the Premier Executive hotels of Kangbuk area and those of Kangnam area in Seoul utilzing "SERVQUAL" a tool designed to evaluate service quality by Parasuraman, Zeithaml and Berry research team. Based on the review of the related literature, eight variables concerning hotel services were identified. The eight variables are hotel facilities, an employee′s neatness, parking facilities, facilities of guest rooms, trust, response, assurance, location and geographic environment of hotels. And then three hypotheses were developed using eight variabies and tested to find which Premier Executive hotels provide foreign customers better services, in Seoul. Conclusively, it is identified that the Premier Executive hotels in Kangnam area provide better service quality than those of Kangbuk area.