• Title, Summary, Keyword: hotel

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Relations on Market Orientation, Service Quality, Customer Satisfaction and Customer Loyalty in Hotel Restaurant (호텔 레스토랑의 시장지향성과 서비스 품질, 고객만족, 고객 충성도간의 관계)

  • Song, Sung-In
    • The Journal of the Korea Contents Association
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    • v.7 no.9
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    • pp.183-193
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    • 2007
  • This paper is investigate the relations on the market orientation, service quality, customer satisfaction and customer loyalty in hotel restaurant. The research findings support that there are significant factors of market orientation between customer satisfaction and customer loyalty in hotel restaurant. That is, if hotel restaurant employees perceive a hotel restaurant to have high market orientation, they will have greater service quality. The greater the customer satisfaction of the hotel restaurant employees, the greater customer loyalty. It implies that hotel restaurant should have a great interest in internal marketing.

The Study on the Satisfaction of Customers for Hotel Restaurant (호텔 레스토랑 고객의 만족에 관한 연구)

  • Kim, Jin-Su
    • Journal of Applied Tourism Food and Beverage Management and Research
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    • v.15 no.2
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    • pp.73-98
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    • 2004
  • For the successful hotel restaurant, careful research on the customers needs, their changes and the understanding should be on the first step. The aim of this study is to find out hotel restaurant user's satisfaction factors and provide useful information for the decision of its marketing policy. Questionnaire survey, after the preliminary survey, had been performed from 23 Sep 2002 to 02 Oct 2002, for 10 days. 240 questionnaires had been collected and 25 excepted which filled out not properly. 215(86%) questionnaires are included for the analysis. For the enhancement of hotel restaurant customers' satisfaction degree, following suggestions are recommended. The development of distinct hotel service is needed. Also the effort for making hotel buffet restaurant not only for dining place but also customers oriented facilities, with various events and shows, is required. Periodical checking on the food quality, presenting new menu to the customers and keeping consistent food taste and quality areneeded. The studies on the diverse ways for specified and new customers, such as advertisement, promotion, easy access to the hotel restaurant, discount coupon and customer smilage service are needed.

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The Causal Relationships among Management Strategies, Performance Assessment and Management Performance in the Hotel Industry (호텔 기업의 경영전략, 성과평가와 경영성과 간의 인과관계 - 특 1, 2급 호텔 조리종사자를 대상으로 -)

  • Park, In-Soo;Na, Tae-Kyun
    • Culinary science and hospitality research
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    • v.13 no.2
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    • pp.174-187
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    • 2007
  • The purpose of this research is to analyse the cause and effect relations among management strategies, performance assessment and management performance in the hotel industry. The research result is as follows. A management strategy of the hotel industry has influence directly on a performance assessment through the non-financial factor, the financial factor and the study evaluation factor. And a financial performance assessment and a non-financial performance assessment have influence directly on the management performance. Total effects on a management performance of the hotel industry were 0.769 in a management strategies and 1.755 in a performance assessment. In comparison in the direct effects, the management strategies do not influence the management performance directly, and management performance is revealed through a performance assessment.

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Plan to Improve Business in Hotel's Restaurant by Promotional Menu of Circumstance Factor (호텔 레스토랑 프로모션 메뉴의 환경요인이 영업활성화 전략에 미치는 영향)

  • Jun, Hwa-Jin;Bae, In-Ho
    • Culinary science and hospitality research
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    • v.13 no.1
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    • pp.192-203
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    • 2007
  • The purpose of this study is to figure out the plans to improve business in Hotel French restaurants. This study conducts documentary study and empirical study. To achieve the purpose, a survey was conducted by 172 staffs of Hotel French restaurants in Seoul. The result of this research is as follows. Hotel restaurant operators recognize the importance of promotion and development of new sales goods. But they haven't done long-term marketing directions focusing on cost-saving and ephemeral sales promotion effects. Hotel restaurants should establish public information strategies uniformly and look for the plans that offer customers adequate information. Also, they should make a differentiation strategy within the same industry, can always give recency to customers, and enhance the event-connecting promotion menu and business activation.

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A Study on the Influence of Eco-friendly Agricultural Products on Customer Satisfaction and Behavior Intention in Hotel Chinese Restaurants

  • Kim, Jung Tae;Jang, Hyuk-Rae;Cho, Sung-Ho;Hwang, Il Yeong
    • International Journal of Advanced Culture Technology
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    • v.5 no.4
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    • pp.63-70
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    • 2017
  • The purpose of the study is to analyze the effects of customer satisfaction verses eco-friendly agricultural products (ingredients) awareness factors in luxury hotel Chinese restaurants on hotel image and customer loyalty (repurchase intention). To analyze what kind of effects of customer satisfaction verses eco-friendly agricultural products (ingredients) awareness factors in Chinese restaurants have on hotel image and behavior intention (loyalty), the study identified eco-friendly ingredients awareness factors. The study aims to suggest implications on service strategies and marketing strategies in luxury hotel Chinese restaurants based on the influence of customer satisfaction on hotel image and behavior intention (loyalty) using the identified factors.

A Study on the Influence of Hotel's Architectural Attributes on Operating Revenue - Focused on Tourist Hotel in Seoul - (호텔의 건축적 속성이 운영 수익에 주는 영향에 관한 연구 - 서울지역 관광호텔을 중심으로 -)

  • Kim, Hyun-Kwang;Whang, Hee-Joon
    • Journal of the Architectural Institute of Korea Planning & Design
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    • v.34 no.8
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    • pp.43-50
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    • 2018
  • The purpose of this study is to analyze the effect of architectural attributes on operating revenue by concentrating on the facility side and to investigate how much individual architectural factors can affect operating revenue. The time range of this study is limited to 2015, and the spatial range is limited to a tourist hotel in Seoul that can be easily surveyed and verified. The analysis method is to confirm the significance and influence of each attribute through regression analysis. According to the results, The room part such as number of rooms or area showed a relatively low correlation with "revenue per available room (Rev.PAR)" than "average daily rate (ADR)", but showed a high correlation with non - architectural attributes such as auxiliary facilities and chain. This shows that factors that influence the operating profit of hotel are not the part of the room but the other factors such as the auxiliary facilities work more. In addition, the presence of spa and the number of auxiliary facilities in the hotel have a positive effect on the operating profit of the hotel due to the non - architectural attributes. This is expected to provide a new direction for future research in studying hotel facilities.

A study on management efficiency for the Hotel & Restaurant Banquet Service. (호텔레스토랑의 메뉴선택요인에 대한 실증적 연구 (이태리레스토랑을 중심으로))

  • 류경민
    • Culinary science and hospitality research
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    • v.6 no.2
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    • pp.227-246
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    • 2000
  • A few years ago, hotel service was not usual to the people very much but it's normally usual only for the higher-grade people. However now a days, it's expected that hotel service is universal one with changing of life style. It's rising to use hotel with being on the increasing of the international alternating so that the banquet service can be expected as the much more important service point of hotel. At the same time there are much more chances to participate in the personal parties and meetings. That means the demand is increasing than before. So every hotels are trying to promote the quality of the service, make renovation and suggest the specially distinguished service in comparison with the other hotels so as to get the banquet customers. Actually the sales amount from the banquet in the hotel can be said the biggest one in these days. That's why we cannot help thinking it the very important point at the hotel service. So we would 1ike to suggest the best way of managing hotel banquet service more efficiency and would like to find out how we can serve the higher quality service to the banquet customers in order them to make feel more satisfactory.

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A Study on the Job Stress of the Hotel Employees (호텔종사자의 직장 내에서의 스트레스에 관한 연구)

  • 이선호
    • Culinary science and hospitality research
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    • v.7 no.2
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    • pp.195-215
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    • 2001
  • This study is of an analysis of the kinds of influences on the subordinate variables through the adjusting variables by the independent variables which serve as the perception factor of job stress. also This study, with taking the workers for the hotel employees who are in the room, food & beverage and cook, was carried out so as to analyze deeply and throughly the stress of work they experience in doing their job and the tension incited from this stress and the strategy used for meeting this stress to grope for raising plan for the degree of satisfaction with their job of the workers for the hotel. In order for, this study ran paralled with literature study and research study, taking 615 workers who are now working in hotel. Job stress is easily negligible in hotel business not only because it is hard to identify and measure its concrete entity on account of its intangible characteristic but also because it is impossible to check physically the relationship with each direct behavior. If job stress continue, however, it can cause neglect of duty, change of occupation, deterioration of service quality and eventually aggravate the cost of a hotel business and decrease the hotel sales. Consequently, it is highly necessary to increase job satisfaction by identifying systematically and eliminating the stress factor of hotel employees in order to accomplish particularly experience unique job stress in the course of contact since they should provide the customer with their services.

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The Influence of Hotel Restaurant Employee's Emotional Intelligence on Organizational Commitment and Customer Orientation (호텔레스토랑 종사원의 감성지능이 조직몰입과 고객지향성에 미치는 영향관계에 대한 연구)

  • Yang, Dong-Hwi
    • Culinary science and hospitality research
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    • v.23 no.8
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    • pp.145-152
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    • 2017
  • This study was performed to verify the importance of emotional aspect for hotel employees to derive the organizational commitment and customer orientation. Present study estimated the emotional intelligence as four factors: self emotion, other emotion, emotional utilization, and emotional regulation. Online survey method was used and distributed the questionnaires to hotel employees who are working for restaurants. A total of 300 questionnaires were distributed and 257 participants were employed for statistical analysis using SPSS 21.0 and AMOS 21.0 for Windows. As results, two factors(emotional utilization and emotional regulation) were significant antecedents of organizational commitment, and three factors(self emotion, other emotion, and emotional utilization) were critical predictors of customer orientation. In addition, organizational commitment has significantly influenced the customer orientation. According to the results of this study, hotel restaurant managers or hotel company need to understand the importance of the emotional intelligence for providing better service to their customers as well as improving the organizational commitment. These results will contribute to develop advanced marketing strategics for hotel restaurants employees who have many connections with customers in a hotel.

The Effect on Customer's Satisfaction and Loyalty of the Hotel Employee's Kindness Activity and Customer's Previous Knowledge (호텔종사원의 친절행동과 이용고객의 사전지식이 고객만족과 충성도에 미치는 영향)

  • Cho, Sun-Bai;Kim, Seok-Young
    • 한국산학경영학회:학술대회논문집
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    • pp.21-32
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    • 2006
  • In this study is investigate analyzed the effect of hotel employees' kindness activity, previous knowledge of the customer, customer satisfaction and customer loyalty. The study shows that hotel employees' kindness activity perceived by hotel employees are positive, customer show a friendly attitude toward hotel employee, and very influence on hotel employees' kindness activity and customer satisfaction in the hotel. And then the customer satisfaction is effect on customer loyalty. Also, it was suggested that hotel employees' kindness activity include service qualities.

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