특급호텔의 서비스품질이 관계지속의도에 미치는 영향 연구

신뢰의 매개효과 검증

This study aims to identify the service quality factors in the luxury hotel industry and to examine the influence of the factors on trust and relationship continuance intention, verifying them through empirical analysis. The data collection was conducted from July 1 to August 31, 2019 by convenience sampling to those who stayed at three luxury hotels in Seoul. A total of 247 surveys were analyzed using SPSS 22.0. The result shows that staff service, accessibility, reputation, cabin service have positive relationships with trust and relationship continuance intention while cabin service has no effect on relationship continuance intention. This study delivers various managerial suggestions to enhance customers’ relationship continuance intention toward luxury hotels.