earticle

영어

This research examines the structural relationships among service quality and relationship quality in the hotel industry. The concept of service quality is examined, and a six factor structure ( responsiveness, empathy, reliability, assurance, tangibles, and facilities ) of hotel service quality is elucidated. These structures support the SERVQUAL structure of the general service industry.
Service quality is an influence factor of relationship quality, when relationship quality is defined
in terms of satisfaction and trust. When a customer feels satisfaction for the service quality factors
of a hotel usage, a positive trust to the hotel is produced.
Relationship between service quality and relation quality model shown by this research has the
possibility of making hotel service more effective.