The purpose of this study was to investigate the relationship between physical environment, customers' emotions, switching barriers and loyalty among water ski resort users in Gyeonggi-do and Gangwon-do province. Convenience sampling method was used, 277 of the questionnaires were selected as the ultimately valid sample. Data were analysed by SPSSWIN 18.0 and AMOS 18.0 program using frequency analysis, reliability analysis, correlation analysis, confirmatory Factor Analysis(CFA) structural equation model(SEM). The research findings are as follows. First, relations between physical environment and customers' emotions, attractiveness, cleanliness, convenience and human service had a significant positively impact on positive emotional response. convenience, attractiveness, human service, and cleanliness had a significant negatively impact on negative emotional response. Second, relations between customers' emotions and switching Barriers, positive emotional response did not have a significant impact on switching cost and interpersonal relationship, but positive emotional response had a significant impact on attractiveness of alternatives. negative emotional response had a significant impact on switching cost, interpersonal relationship and attractiveness of alternatives Third, relations between switching barriers and loyalty, switching cost did not have a significant impact on loyalty. but interpersonal relationship and attractiveness of alternatives had a significant impact on loyalty.
