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A Study On the measurement of Hotel Service Quality Using QFD(Quality Function Deployment): Foused on the importance of Hotel Service Process

  • Journal of Tourism Sciences
  • Abbr : JTS
  • 2005, 29(3), pp.335-356
  • Publisher : The Tourism Sciences Society Of Korea
  • Research Area : Social Science > Tourism

seo wonseok 1 조성은 1

1경희대학교

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ABSTRACT

In hotel business, service quality is said an essential element in elevating competitiveness in the market, playing an important role in suggesting new marketing strategies to cope with various customer demands. This study investigated difference in the customers’ and hotel employees’ perceived importance of hotel service quality aspects by measuring the difference of service constituents to demographic characteristics. The tool used in this study was Quality Function Deployment(QFD) model. QFD model was empirically proved to be a rather accurate tool to identify customer demands. The result showed that regarding the service quality matters both employees and customers, had an obvious difference.

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