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호텔 웹 서비스 품질이 고객만족, 구전과 방문에 미치는 영향

The Effect of Hotel Web Service Quality on Customer Satisfaction, Word of Mouth and Visit

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This study explored hotel websites and determined the important factors that affect customer satisfaction, visits, and word of mouth. The 20 items for measuring hotel web service quality were developed and grouped into five dimensions. The five dimensions were information, transaction, design, communication, and system responsiveness. The findings revealed that three factors, i.e., information, design, and communication, were significant in influencing customer satisfaction, which in turn affected visits and word of mouth.

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 배경과 연구가설

Ⅲ. 연구방법

Ⅳ. 실증분석

Ⅴ. 결론

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