특급호텔 오픈 키친 레스토랑 고객의 체험요소에 관한 연구

Abstract

The purpose of this study is to investigate the relationship between the experiential factors of luxury hotel open kitchen restaurants, level of satisfaction, emotional immersion and behavioral intention. For the purpose of this study, surveys were conducted, both online and offline intercept surveys, against customers who have used first class hotel open kitchen restaurants in Seoul and Jeju in the last three months, from May 20 to May 26, 2018. A total of 316 surveys were collected for analysis, and empirical analysis was performed using the SPSS /AMOS program. A frequency analysis was conducted to explore the demographic characteristics, followed by reliability verification and confirmatory factor analysis, and the hypothesis was verified through the structural equation model (SEM). The results of hypothesis analysis are as follows. Hypothesis #1 was partially adopted as only the aesthetic experience was found to have a positive (+) effect on the level of satisfaction. In Hypothesis #2, the level of satisfaction had a positive (+) effect on the emotional immersion. In Hypothesis #3, emotional immersion had a positive (+) effect on the behavioral intention. In Hypothesis #4, the level of satisfaction had a positive (+) effect on the behavioral intention. In Hypothesis #5, the level of satisfaction had a positive (+) effect on the behavioral intention with emotional immersion as a mediator. Therefore, most of the hypotheses were adopted. The results of this study proposes theoretical and practical implications for the experience of service providers.