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논문검색

테마파크의 서비스스케이프가 고객만족, 구전의도 및 재방문에 미치는 영향

원문정보

The effect of servicescape on customer satisfaction, word-of-mouth, and revisit in Theme Park

구원일, 함동철

피인용수 : 0(자료제공 : 네이버학술정보)

초록

영어

The purpose of this study is to understand the influence of servicescape, which is physical environment, among various elements of theme park. In other words, this study tried to grasp the relationship between servicescape and customer satisfaction, word-ofmouth and revisit. Factor analysis revealed seven factors. The effect of servicescape factors on customer satisfaction differed according to the main factor and the ancillary factors of theme park visitors. It has a high impact on direct elements such as space utilization and comfort, but convenience and accessibility partsare not considered. Customer satisfaction has a statistically significant effect on the word of mouth and revisit, which means that the high satisfaction level of the theme park visitors is that they share experience with others and consider revisit to confirm their experiences. Therefore, the results of this study will be useful in enhancing customer satisfaction and improving revisits through management of servicescape factors.

목차

ABSTRACT
 Ⅰ. 서론
 Ⅱ. 이론적 배경
  1. 서비스스케이프를 통한 서비스 경험 평가
  2. 고객 만족
  3. 구전의도 및 재방문
 Ⅲ. 연구설계
 Ⅳ. 분석결과
  1. 표본의 일반적인 특성
  2. 가설 검증을 위한 자료
  3. 연구 가설에 대한 검증
 Ⅴ. 결론
 참고문헌

저자정보

  • 구원일 Wonil Koo. 세종대학교 호텔외식관광프랜차이즈경영학과 조교수
  • 함동철 Dongchul Hahm. 한국호텔관광실용전문학교 호텔관광조리학과 교수

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