earticle

영어

This study searches the relation between the service quality that customers perceive and general evaluation in five star hotels and condominiums in Gyeongju, and the differences of perception in hotels and condominiums' service quality.
Followings are the results from the actual analysis. First, in the general evaluation of hotels, these service quality factors convey positive effect : tangibility, reliability, responsiveness, sympathy. And in condominiums, tangibility, reliability and responsiveness give a positive effect to the general evaluation. Second, service quality of hotels is higher than that of condominiums in the perception of service quality. And statistically, it also shows similar result in tangibility, reliability, responsiveness and sympathy. These results suggest that service quality factors to the general evaluation are similar in hotels and condominiums. In other words, customers perceive and evaluate both hotels and condominiums similarly as an accommodation. Therefore, condominiums should make an strategic effort to improve their service quality. Third, the level of service quality of hotels is higher than that of condominiums. This means hotels should have to keep up their high service quality as a high service standard and condominiums should make an effort for their improvement in service quality.
In this study, service quality inquiries of general PZB are used because there's no proper measurement of service quality on condominium. The target of the study was limited to the hotels and condominiums in Gyeongju because it was impossible to take questionnaire every accommodations at home.