호텔등급에 따른 호텔의 청결·위생요인이 고객만족에 미치는 영향

Impact of Hotel's Hygiene·Sanitation on Customer Satisfaction according to Hotel Class

Hygiene·sanitation requirement is the industry standard for most service industry including hotel industry. In recent years, however, there have been a lot of reports about the critical violation of hotels’ hygiene·sanitation issues, and this has made hotels’ hygiene·sanitation efforts become more and more important and noticeable. This study aims to investigate how hotels’ efforts for hygiene·sanitation affect customers’ satisfaction on the hotels with empirical analysis on the data gathered by on-line data collection method. The underlying dimensions of hotels’ hygiene/sanitation were delineated as personal hygiene of employee, food hygiene, and internal/external hygiene environment. Multiple regression analysis shows that food hygiene and internal/external environmental hygiene of hotels have positive influences on customer satisfaction, whereas personal hygiene of employees does not have a significant positive effect on customer satisfaction. Next, the hotel class was examined to determine its moderating role in the relationship between hotel's hygiene/sanitation factors and customer satisfaction, and only the effect of internal/external environmental hygiene on customer satisfaction showed a significant moderating effect. The results of this study would provide insights to hotel managers for their focussing on important hygiene·sanitation factors in constructing hotels with more clean environment.