반려견 동반 호텔 종사원의 공감성과 전문성이 고객 만족과 충성도에 미치는 영향

Abstract

As more than 15 million people live with pets as a family,Tourism is also increasing in the form of companion animals, not just for people. As the population of domestic pets increased, the companion tourism industry developed as a new trend in domestic travel comes to mind for a trip with petsDemand for is also increasing. Therefore, the hotel industry has also begun to provide a service that transforms and operates general rooms into companion rooms for companion animals to secure companion users. This is because accommodation products for companion users who want to tour with their pets but cannot find a suitable accommodation place have begun to be competitive within the accommodation industry. Although the number of customers is increasing due to the increase in dog friendly hotels and various package products, it is necessary to understand and sympathize with the fact that hotels with pets have sensitive areas such as securing convenience facilities and hygiene to simply expect an increase in hotel sales However, so far, companion animals have been accompanied in terms of companion animal tourism and accommodation Research on users is insufficient. Therefore, this study identifies the relationship between empathy and expertise, which are the personal characteristics of hotel employees with pets, on customer satisfaction and loyalty for users who have visited hotels that provide companion services in KoreaIt was prepared and based on this, strategic implications to be pursued in the operation of dog friendly hotels were presented. In order to achieve the purpose of the study, a review of previous studies was conducted, and an offline survey was conducted on visitors who had visited dog friendly hotels in Korea, and a total of 157 valid questionnaires were collected a hypothesis test was conducted As a result of the study, it was found that the empathy and expertise of hotel employees with dogs had a positive effect on customer satisfaction and customer satisfaction had a positive effect on loyalty In other words, it was shown that the excellent hotel's human characteristics build a positive image of the hotel and improve customer satisfaction, which can be a strategic means to induce high performance of the hotel by increasing loyalty through revisit intention and word of mouth effect. In other words, this study is expected to lay the theoretical foundation for future research on dog friendly hotels by analyzing the relationship between empathy, expertise, and customer satisfaction of dog friendly hotels, which have not been previously studied.