The purpose of this study is to analyze the characteristic of quality attributes of smart hotels by using a SERVQUAL-IPA model, focusing on Chinese, which has the most proactive approach for the adoption of smart hotel system. Toward this goal, six quality factors—tangibles, reliability, assurance, responsiveness, empathy, and playfulness—were extracted through factor analysis, and IPA was used to appraise the degree of importance and satisfaction for each quality attribute. As a result of the SERVQUAL-IPA model, quality attributes were categorized into four groups of 'keep up the good work,' 'possible overkill,' 'low priority,' and 'concentrate here.'. Furthermore, it was concluded that there is a need to focus on the following elements: ‘smart devices can assist customers in emergency situations’, ‘when the room control system identifies customer needs, the staff can provide prompt service’, ‘development and improvement of mobile applications that enable customers to control room amenities’, ‘regular maintenance for smart devices’, and ‘providing data-driven personalized recommendations through customer activity data analysis’.

1. 서 론
2. 이론적 배경
    2.1 스마트 호텔의 정의
    2.2 스마트 호텔 서비스 관련 선행연구
    2.3 SERVQUAL기반 스마트호텔 품질 평가
3. 연구 방법
    3.1 스마트호텔 서비스 품질 요소
    3.2 분석 방법
4. 실증분석
    4.1 요인분석
    4.2 기대-지각 간의 차이분석
    4.3 IPA 분석
    4.4 스마트 호텔 서비스 품질 개선 방안
5. 결 론
Acknowledgement
References

• Liang Zhou(Department of Business Administration, Jeonbuk National University) | 주량 (전북대학교 경영학과)
• Jaehee Kim(Department of Business Administration, Jeonbuk National University, Department of Managment of Convergence Technology, Jeonbuk National University Graduate School) | 김재희 (전북대학교 경영학과, 전북대학교 대학원 융합기술경영학과) Corresponding author