공기업 호텔 레스토랑의 서비스품질이 고객만족도에 미치는 영향

초록

The purpose of this study is to analyze the factors that public enterprise hotel restaurant service quality and customer satisfaction and the strategies that were needed to resolve them. It consists of 300 questionnaires to survey the public enterprise hotel restaurant, then the returned paper were just only 271 questionnaires that was used for the basis of the analysis. The data has been analyzed through factorial analysis, reliability analysis and regression analysis by the used of SPSS VER12.0 The survey shows that, a service quality are mainly given impact to product, customer response, customer management, and facility was set as independent variables. And the customer satisfaction factor was set as the dependent variable. Research results of service quality all the factors have significant influence on customer satisfaction. In this study, using public enterprise hotel restaurant for the customer satisfaction strategy, new product development, employee training and maintain adequate personnel, customer care program development, including infrastructure improvements are needed. Therefore, the management of public enterprise hotel restaurant for customer satisfaction in service quality by providing superior service quality to competitive advantage should be marketing strategies.

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