|
|
Journal of Korean Society for Quality Management 1999;27(4): 191-. |
| SERVQUAL을 이용한 서울 특1급 호텔 서비스 평가 및 비교에 관한 연구 |
| 장대성1, 신충섭2 |
1경기대학교 경영학부
2경기대학교 경영대학원 |
| A Comparative Study on Evaluating the Premier Executive Hotel Services of Seoul with SERVQUAL |
|
|
|
|
|
|
| ABSTRACT |
|
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. |
|
|
|
PDF Links
Full text via DOI 
Download Citation 
