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The Causal Relationships of Service Environments, Service Quality, Customer Satisfaction, and Repurchase Intention in Tourist Hotel Industry: The Structural Equation Model

  • Journal of Tourism Sciences
  • Abbr : JTS
  • 2002, 26(1), pp.149-164
  • Publisher : The Tourism Sciences Society Of Korea
  • Research Area : Social Science > Tourism

조선배 1

1경북전문대학

Accredited

ABSTRACT

This study empirically investigates the causal relationships of service environments, service quality, customer satisfaction, and repurchase behaviors in tourist hotel industry in Korea. A survey is conducted for 476 Korean tourists at downtown areas of Seoul and Kimpo airport. The results of this study shows that service environments of tourist hotel strongly influences on the service quality and customer satisfaction. The service quality of tourist hotel are found as a key factor for the customer satisfaction. The service quality and customer satisfaction also appears to significantly influence the customer repurchase intention.

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