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The Effect of the Physical Environment on Service Quality and Relational Continuance Intention: Focus on Business Hotels

Yang, Jae-Young 1

1국제대학교

Excellent Accredited

ABSTRACT

The purpose of this study is to examine the effect of the physical environment on service quality and relational continuance intention. For empirical testing, this study Focused on a business hotel in Seoul was visited during a month long survey period in which questionnaires were collected. Insincere responses were excluded from the c leaving 309 responses, which were analyzed using a statistical package program named SPSS 21.0. The results of this study are as follows. First, the effect of the physical environment on service quality was identified and had it had a significant effect on the service quality. Second, the effect of service quality on the relational continuance intention was accepted. It also had a significant effect on the relational continuance intention. It can be interpreted that the physical environment was adopted because it has a positive effect on service quality and relational continuance intention. Accordingly, a business hotel can contribute to profitable management by providing strategic support to its physical environment. The results of this study will substantially contribute to the academia of physical environment, service quality and relational continuance intention analysis.

Citation status

* References for papers published after 2022 are currently being built.