초록 열기/닫기 버튼
The purpose of this research is to analyze overall attitude on service quality including rooms, food & beverage sections, guest’s satisfaction, revisit intention and recommendation intention. According to the result of research, the service quality that guests felt came out to be generally satisfactory. However, there are still some parts which should be improved. Especially, furniture arrangement needed for the purpose of guest’s stay, its applicability, and service staffs’ knowledge of products and menus are required to be improved. As for the aspect of facilities, parking facilities, accessory facilities, working space in hotel rooms, and views from rooms turned out to be below average. The fact that the area of Food and Beverage scored poorly on cleanliness is recognized as a significant crisis. The result shows that service qualities should be improved in many aspects such as operational efficiency of facilities, cleanliness of F & B division, and taste and diversity of menu.
키워드열기/닫기 버튼
Service Quality, Attitude, Customer Satisfaction, Revisit Intention, Recommendation Intention
