서비스 질 향상을 위한 한옥호텔 객실공간의 사용자 평가

초록

Hanok Hotel can represent Korea which provides the unique experience to tourists. For increasing the amounts of tourists to stay over night at Hanok hotel it needs to expand its facilities. The aim of this study is to examine the important service quality factors for improving the service quality in Hanok hotel. The theoretical model of SERVQUAL structure and IPA matrix were used for assessing quality in Hanok hotel service in order to measure the degree of service quality by users. The results are as followed. First, the different values between the service attributes of importance and satisfaction were negative. The result showed that users had dissatisfaction about overall service. Especially, 'quietness of the guest room(T17)' had the highest negative value that it needs to be improved first. Second, among the 30 items measuring the order of priority by IPA, 8 items fell in the C quadrant which indicated the high importance and the low satisfaction. The C quadrant is the first priority to improve. Third, women had the higher value in importance and satisfaction than men. The different value between men and women were negative that most users had dissatisfaction with the service. Forth, in IPA matrix, attributes of men fell in the K and L but, attributes of women fell in the C and P. The result showed that women had more dissatisfaction than men.

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