호텔의 고객 경험이 고객 감정 가치와 고객 만족에 미치는 영향

The Impact of Hotel Customer Experience on Customer Emotive Value and Customer Satisfaction

The purpose of this study was to examine the impact of hotel customer experience quality on customer emotive value and customer satisfaction in the whole approach. This study divided three dimensions for hotel customer experience quality; hotel product & service experience, hotel physical environment experience, hotel technology user experience. The survey for this study was performed on hotel customers who had 4 or 5 star rating hotel experience in Korea within the last 12 months. 228 valid responses were used for the analysis that utilized the statistical package program SPSS 21.0. The results of this study could be summarized as follows. First, hotel customer experience quality impacted on customer emotive value positively. Second, hotel customer experience quality impacted on customer satisfaction positively. Specially, customer physical environment experience among the customer experience quality impacted on customer emotive value and customer satisfaction strongly.