환경 친화적인 호텔 식음료 서비스 요인이 고객만족·재방문의도에 미치는 영향
A Study of Eco-Friendly Hotel Food & Beverage Service Factors Influencing on Customer Satisfaction and Customer Retention
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The purpose of this study is to examine the impact of different factors in eco-friendly services of hotel food and beverage departments in regards to overall customers' satisfaction, and more specifically to customer retention. This empirical study focuses upon the impact of different factors of eco friendly services of hotel food and beverage departments. A questionnaire survey was conducted for investigating 28 attributes of eco friendly services regarding hotel food and beverage departments Deluxe hotels in Seoul. A statistical analysis of the empirical data gathered supports the conclusions as follows: 1)Six statistically significant eco-friendly factors were identified, namely, eco-friendly food, eco-friendly atmosphere, recycling goods, eco-friendly oriented facilities, recycling food waste handling, and energy efficiency. 2) Attributes of eco-friendly services of hotel food and beverage department significantly increases customer satisfaction. 3) Attributes of eco-friendly services of hotel food and beverage department significantly increases customer retention. Although customers are satisfied with the current eco-friendly food and energy efficiency at banquet halls, eco-friendly foods, eco-friendly oriented facilities, and recycling food waste programs have been shown to increase customer retention.
Abstract
The purpose of this study is to examine the impact of different factors in eco-friendly services of hotel food and beverage departments in regards to overall customers' satisfaction, and more specifically to customer retention. This empirical study focuses upon the impact of different factors of eco friendly services of hotel food and beverage departments. A questionnaire survey was conducted for investigating 28 attributes of eco friendly services regarding hotel food and beverage departments Deluxe hotels in Seoul. A statistical analysis of the empirical data gathered supports the conclusions as follows: 1)Six statistically significant eco-friendly factors were identified, namely, eco-friendly food, eco-friendly atmosphere, recycling goods, eco-friendly oriented facilities, recycling food waste handling, and energy efficiency. 2) Attributes of eco-friendly services of hotel food and beverage department significantly increases customer satisfaction. 3) Attributes of eco-friendly services of hotel food and beverage department significantly increases customer retention. Although customers are satisfied with the current eco-friendly food and energy efficiency at banquet halls, eco-friendly foods, eco-friendly oriented facilities, and recycling food waste programs have been shown to increase customer retention.
참고문헌 (21)
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