CAJ | 학술논문

通过问卷调查和当面访谈相结合的方法，以天目山景区周边的农家乐为例，对其服务质量、顾客满意及忠诚度的关系进行研究。结果表明，农家乐服务质量对于顾客满意度、顾客忠诚度具有正向关系，顾客满意度对于顾客忠诚度也具有正向关系。为进一步提升整体农家乐服务质量，增加顾客满意度，提高顾客的重游意愿和推荐意愿，提出相关建议和意见，以期促进天目山景区周边农家乐的可持续发展。
통과문권조사화당면방담상결합적방법，이천목산경구주변적농가악위례，대기복무질량、고객만의급충성도적관계진행연구。결과표명，농가악복무질량대우고객만의도、고객충성도구유정향관계，고객만의도대우고객충성도야구유정향관계。위진일보제승정체농가악복무질량，증가고객만의도，제고고객적중유의원화추천의원，제출상관건의화의견，이기촉진천목산경구주변농가악적가지속발전。
Combining and face to face interview questionnaire,in Tianmu Mountain area surrounding the farm as an example,the study on the relationship between the service quality,customer satisfaction and loyalty. The results show that,tourism service quality has positive effect on customer satisfaction,customer loyalty,customer satisfaction has positive relationship with customer loyalty. To further enhance the overall tourism service quality,increase customer satisfaction,improve the intention customer revisit and willingness to recommend, puts forward the relevant suggestions and comments,in order to promote the sustainable development of Tianmu Mountain scenic area surrounding the farm.