호텔 고객의 서비스 보증, 지각된 적합성과 지각된 가치, 관계만족 간의 관계 연구

This study performed positive survey in a top class hotel in Busan area from April 12 through 17, 2009 in order to look into the influence correlation among hotel service guarantee, perceived conformity, perceived value and relationship satisfaction on customers who have experience of being offered service in hotel. For the positive survey, totally 350 copies of questionnaire were distributed, and 285 copies were collected excluding 23 copies that responded improperly. In the final analysis, 262 copies were used: 1. The study model deduced based on precedent study was composed of totally 6 hypotheses, and all the study hypotheses were found to have statistically significant influence relations. 2. In particular, service guarantee was shown to have the highest influence on relationship satisfaction than perceived conformity and value, and perceived conformity on relationship satisfaction showed somewhat higher influence than perceived value. The study implies that the management of deluxe hotel needs to make its employees well-informed of service guarantee system after making service guarantee system and establishing regulations to practice the system, and to put up or propagate contents of service guarantee system to customers. The study also implies that, if it is practiced, consequently it will contribute affirmatively to raising value of deluxe hotel and customers’ satisfaction for deluxe hotel.