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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

  • 송성인 (청주대학교 경상대학 관광학부 호텔경영학)
  • Published : 2007.09.28

Abstract

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.

Keywords

Market Orientation;Service Quality;Customer Satisfaction;Customer Loyalty;SEM;LISREL