Kano 모델을 활용한 특급 호텔의 만족 요인 연구

The main objective of this study is to identify the factors that impact satisfaction level of international lodging customers in the heart of Seoul, Korea. International visitors enjoy looking around Myeong-dong because it is one of the most famous and historical downtown in Korea. It is a particular place, where modern culture with big shopping areas is mixed with historical spots. To give advice to new entrants and existing hotels in Myeong-dong, this study tries to find out different significant factors impacting satisfaction levels and mitigating dissatisfaction levels on lodging service. After surveying Japanese visitors to Myeong-dong, this study found that the satisfaction level can be more increased by accuracy and kindness than by promptness in check-in and check-out, and it can be more increased by normal operation of the equipment than cleanliness in guest rooms. Also, the two most significant factors mitigating the dissatisfaction level were the atmosphere of guest rooms and the security of public areas.