LikeSNU-서울대 중앙도서관 빅데이터 지식 플랫폼

객실서비스와 부대서비스에 대한 고객의 평가가 멤버십 만족도에 미치는 영향: 성별, 연령, 가입목적의 조절효과

Author

최주철

Journal Title

관광연구저널

Publication Year

2020

Topics

#Psychology

Summary

This study analyzed the impact of customers’ evaluations of room and ancillary services on membership satisfaction among paid membership users of luxury hotels, considering gender, age, and sign-up purpose. The results indicated that hotel service evaluations positively influenced membership satisfaction, with moderating effects of gender, age, and sign-up purpose. This suggests the need to strengthen ancillary service quality and develop diverse specialized membership programs to enhance customer satisfaction.

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