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KCI등재 학술저널

호텔의 비대면서비스 도입이 고객 태도와 재방문의도에 미치는 영향 연구

The Effect of Un-contact Hotel Service on Customers’ Attitude and Revisit Intention

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The unprecedented COVID-19 global pandemic has dramatically shifted the way of service manner in hospitality industry. This study aims to identify the effect of introducing un-contact service in hotel industry on customers’ attitude and revisit intention. Data for an empirical study was collected during the period of December in 2021 from those with un-contact service experience such as kiosk, mobile app, robot delivery service for check-in/check-out and service requests. Applying an exploratory factor analysis, characteristics of un-contact hotel service were divided into three factors; usefulness, ease of use, and controlling. The finding reveals a positive influence of all three factors on customers’ attitude and satisfaction. Customers’ attitude and satisfaction towards un-contact hotel service also turned out to positively affect revisit intention. Several implications and suggestions to improve revisit intention were discussed at the end of the paper.

Ⅰ. 서론

Ⅱ. 이론적 연구

Ⅲ. 연구방법

Ⅳ. 실증분석

Ⅴ. 결론과 제언