스파이용객의 스파 선택속성 중요도-만족도 비교연구

Comparison of Importance of Spa Selection Attributes and Satisfaction Level perceived by Spa Users

Surveying 309 spa users of three spa facilities located in Choongchungnam -do province, this paper examined their perception of the importance of spa selection attributes and their satisfaction level. Factor analysis of 28 selection attributes identified five dimensions such as customer service, reputation, quality of facilities, surrounding tourist attractions, and convenience such as ease of access and reservations. IPA indicated that the spa industry should make every effort to improve the convenience factor. Additional IPA for each factor also revealed specific areas for future improvement. The study concludes with the implications of the results and suggests some future research topics.