호텔레스토랑의 물리적 환경이 고객만족 및 고객충성도에 미치는 영향
Effect on Customer Satisfaction and Loyalty by Physical Environment in Hotel Restaurant
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Recently, beverage department contributed over 50% of entire revenue in five star hotel, according to the research of five star hotel’s current condition of management performance. Moreover, it is found that service quality of beverage department gives positive effect on hotel’s image improvement. Furthermore, the hotels emphasized the importance of those beverage department, due to rapid growth of banquet and convention business as tourism industry, and the competition between hotel’s beverage departments is intensified. Investment on the physical environment and differentiations out of various solutions to increase service quality awareness and customer satisfaction level became part of differentiated service for customers. Restaurant’s physical environment requires systemized and empirical research because it provides informative clues about product assortment. In reality, five star hotel restaurant’s customer satisfaction and loyalty level from the experience became necessary to research.
Abstract
Recently, beverage department contributed over 50% of entire revenue in five star hotel, according to the research of five star hotel’s current condition of management performance. Moreover, it is found that service quality of beverage department gives positive effect on hotel’s image improvement. Furthermore, the hotels emphasized the importance of those beverage department, due to rapid growth of banquet and convention business as tourism industry, and the competition between hotel’s beverage departments is intensified. Investment on the physical environment and differentiations out of various solutions to increase service quality awareness and customer satisfaction level became part of differentiated service for customers. Restaurant’s physical environment requires systemized and empirical research because it provides informative clues about product assortment. In reality, five star hotel restaurant’s customer satisfaction and loyalty level from the experience became necessary to research.
참고문헌 (26)
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