호텔기업의 사회적 책임활동이 호텔이미지와 고객만족도 및 고객충성도에 미치는 영향 연구

The purpose of this study was the effect of CSR activities in hotel industry upon customer satisfaction and customer loyalty. Empirically analysis was conducted to hotel image play a mediating role in the between the CSR activities and customer satisfaction, and customer loyalty. The results of the analysis of this study show as follows: First, among CSR activities, economic responsibility, legal responsibility and philanthropic responsibility is effects on hotel image. Second, economic responsibility and philanthropic responsibility is effects on customer satisfaction. Third, economic responsibility, ethnic responsibility and philanthropic responsibility is effects on customer loyalty. Fourth, hotel image was effects on customer satisfaction and customer loyalty. Finally, customer satisfaction was effects on customer loyalty.