초록 열기/닫기 버튼
Purpose –The purpose of this study is to present implications for the digital transformation of the hotel industry in the future by identifying consumers' perceptions of digital services recently applied to the hotel industry. Design, data, and methodology –The online and offline survey was conducted in June 2023. Frequency analysis was conducted to determine the general characteristics of the subjects. Six quality attribute classification analysis presented in the KANO model was conducted using the SPSS statistical package program, and TIMKO's customer satisfaction coefficient analysis was conducted using the Excel program. Result – According to the KANO model analysis, a total of 23 hotel digital service quality attributes were classified into 4 attractive quality (A), 9 indifference quality (I), and 11 reverse quality (R). Unitary quality, natural quality, and skeptical quality were not derived as a result of classification. And, the top five results were presented by analyzing the Better and Worse indexes. Conclusions – Hotel digital service attributes can check the demand response that appears to customers, which can be useful in the process of operating a hotel in the future.
키워드열기/닫기 버튼
Digital service, Kano model, Timko customer satisfaction coefficient, Hotel industry, Non-contact service
