Impacts of Hotel Service Quality and Voluntary Behavior upon Behavioral Intentions

호텔 서비스품질과 고객의 자발적 행위가 행동의도에 미치는 영향

  • 신철호 (인하공업전문대학 호텔경영과) ;
  • 이정철 (남서울대학교 호텔경영학과) ;
  • 장현종 (백석 예술대학)
  • Received : 2011.02.16
  • Accepted : 2011.03.17
  • Published : 2011.03.28


This study is to investigate the impact of hotel service quality and voluntary behavior upon behavior intentions by the actual analysis of four deluxe hotels in Seoul and Incheon. As a research methodology, a statistical package of SPSS 15.0 for window & Path Analysis 7.0 were used with 124 respondents. The empathy of service quality affects the voluntary behavior of the customers composed of three factors. Cooperation out of the voluntary behavior has an effect on the behavioral intentions and the rest of voluntary behavior only influences revisit. Accordingly it suggests that hotel employees should serve the customers with individual care and concern. In addition, it reveals significantly that the empathy is the main factor resulting in voluntary behavior and behavior intentions of the hotel customers.


Supported by : 인하공업전문대학


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