Kano 모델을 이용한 쇼핑관광 서비스품질에 관한 연구 : 동대문 패션시장 방문 중국관광객 대상으로
A Study on Shopping Tourism Service Quality with the Kano Model: Focusing on Chinese Tourists Visiting the Dongdaemun Fashion Market
- 주제(키워드) Kano 모델 , 쇼핑관광 , 서비스품질 , 고객만족계수 , 중국관광객
- 주제(기타) 관광학
- 설명문(URI) https://www.kci.go.kr/kciportal/ci/sereArticleSearch/ciSereArtiView.kci?sereArticleSearchBean.artiId=ART002472375
- 등재 KCI등재
- 발행기관 한국이벤트컨벤션학회
- 발행년도 2019
- 총서유형 Journal
- URI http://www.dcollection.net/handler/ewha/000000162619
- 본문언어 한국어
초록/요약
Purpose – The purpose of the study is to classify shopping tourism service qualities through the Kano model and to identify service qualities that increase tourist satisfaction and decrease tourist dissatisfaction to improve the shopping tourism service in the Dongdaemun fashion market and promote shopping tourism in Dongdaemun. Research Design, data, and methodology –In this study, there are 26 shopping tourism service qualities based on prior studies. Based on the Three-dimensional Quality Model of service quality, shopping tourism service qualities were divided into Physical Environment Quality, Interaction Quality, and Outcome Quality. The survey was conducted with Chinese tourists visiting Dongdaemun fashion market. From these, 290 samples were obtained and 269 were valid. Based on the result of analyzing the samples, demographic characteristics and general characteristics of Korean tourism were found. Result –Shopping tourism service qualities were classified into Attractive Quality(A), One Dimensional Quality(O), and Indifferent Quality(I). More specifically, 26 shopping tourism service quality were classified as 7 Attractive Quality(A), 17 One Dimensional Quality(O), and 2 Indifferent Quality(I). Overall, the calculation result of Timko’s customer satisfaction coefficient and dissatisfaction coefficient is that the highest satisfaction coefficient was ‘The Design of the Product’ and the highest dissatisfaction coefficient was ‘The Kindness of Salesperson’. Conclusions
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