특급호텔 e-서비스품질이 감정적 반응, 만족 및 행동의도에 미치는 영향 연구 - e-commerce 마켓 이용자를 중심으로 -

This study intended to investigate and reveal what influential relationship do the consumers who experience product and service of hotel directly and indirectly online have after their experience, and how product and service of hotel affect consumers’ behavior intention concretely and directly in the future. Total 200 sheets of samples collected targeting customers of super deluxe hotels and e-commerce users through smart phone and online were used for actual proof analysis, and this study looked into the influential relationship amongst variables through multiple regression analysis as reliability and validity of measuring variables were secured. As a result of study, variables have a significant influential relationship each other, which implies that deluxe hotels need to consider many things for interaction with customers in implementing e-commerce.