중･소 호텔 창업을 위한 호텔기업의 서비스 환경 및 이미지, 고객만족, 재방문의도에 관한 연구

The purpose of this study is to examine the importance of environments in hotel service industry. This study is to analyze effect of service environments on hotel image, customer satisfaction, and revisit intention. The service environments are categorized as five factors;personnel services, cleanliness, convenience, attractiveness, and amenity. The data was collected from 247 customers who visited hotels in Busan and Gyeongnam area. 230 respondents were analyzed via intercept survey based on self-administered questionaries. The research results obtained through the empirical analysis are summarized as follows. First, service environment affect positively hotel image, customer satisfaction which are affect to venture a small and a middle hotel in local cities. Otherwise, service environment have indirect effect positively on revisit intention. Second, hotel image affect positively customer satisfaction and revisit intention. Third, customer satisfaction affect positively revisit intention.