원문정보
The Effect of Technology-Based Self-Service (TBSS) Characteristics and Quality on Customer Satisfaction in Chinese Hotels : The Moderating Effect of Perceived Risk
초록
영어
This study has aimed to analyze the effect of technology-based self-service(TBSS) characteristics and TBSS quality on customer satisfaction and the moderating effect of perceived risk on customers of Chinese hotels’ technology-based self-service(TBSS). The research was conducted on TBSS users of hotels in China. The empirical analysis first showed that the characteristics of TBSS had a significant effect on customer satisfaction. Second, the quality of TBSS had a significant effect on customer satisfaction. Third, the perceived risk had a partial moderating effect on the relationship between the TBSS characteristics and customer satisfaction. Fourth, the perceived risk had a partial moderating effect on the relationship between the TBSS quality and customer satisfaction. Based on this research results, some implications were given for the of the marketing strategy necessary to hotel TBSS administration and customer satisfaction, as well as the limitations of the research and the future direction of the research.
목차
Ⅰ. 서론
Ⅱ. 이론적 배경
1. 기술기반 셀프서비스(TBSS) 특성
2. 기술기반 셀프서비스(TBSS) 품질
3. 지각된 위험
4. 고객만족
Ⅲ. 연구설계
1. 연구모형 및 가설의 설정
2. 변수의 조작적 정의
3. 자료 수집 및 분석
Ⅳ. 분석결과
1. 표본의 인구통계적 특성
2. 측정변수의 신뢰도 및 타당도 검증
3. 가설검증 결과
Ⅴ. 결론
참고문헌