종합 관광안내소의 서비스 품질이 방문객의 만족도와 행동의도에 미치는 영향관계 분석: 대전광역시를 중심으로
Analysis of the influence of service quality of integrated tourist information centers on visitor satisfaction and behavioral intention: Focusing on Daejeon Metropolitan City
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Since integrated tourist information centers provide diverse information and experiences, it is important to establish appropriate policies and operational directions. This study examined which service quality factors influence satisfaction and behavioral intention, and whether these relationships differ across tourist information centers. Data (N=306) were collected through a field survey. The results showed that information service and internal space positively affect satisfaction, which in turn drives behavioral intention, whereas service quality factors themselves do not directly influence behavioral intention. Satisfaction fully mediated the effects of guidance service and internal space, and moderating effects were found in the relationships between internal space and behavioral intention, and between accessibility and behavioral intention. Implications are discussed in the conclusion.
Abstract
Since integrated tourist information centers provide diverse information and experiences, it is important to establish appropriate policies and operational directions. This study examined which service quality factors influence satisfaction and behavioral intention, and whether these relationships differ across tourist information centers. Data (N=306) were collected through a field survey. The results showed that information service and internal space positively affect satisfaction, which in turn drives behavioral intention, whereas service quality factors themselves do not directly influence behavioral intention. Satisfaction fully mediated the effects of guidance service and internal space, and moderating effects were found in the relationships between internal space and behavioral intention, and between accessibility and behavioral intention. Implications are discussed in the conclusion.