호텔 종사원의 교육훈련이 직무만족과 고객지향성에 미치는 영향

Abstract

Business environment in modern society is changing so rapidly that companies look for adequate strategies to adjust this ever changing business environment. Training can never be too important as a critical factor for a timely adjustment and correspondence to the rapidly changing business environment since it contributes to customer orientation. Compared to other service industries, the hotel business is highly dependent on human resources and it is certain that the most important asset are people who deliver the services directly to customers. The purpose of this study is to theoretically identify how training at the workplace influence the job satisfaction and the customer orientation by studying the type of training such as: 'performance improvement training,' 'on the job and off the job training,''safety training' the above are core concepts of HRM(Human Resource Management) in the hotel industry. For this analysis, a questionnaire survey has been conducted for 300 employees in 7 local hotels. The response rate was 96%, 280 questionnaires were returned. 13 were dropped due to missing items. The raw data consists of 267 completed questionnaire. For a valid analysis, and factor analysis, the Cronbach's reliability test is used for extracting reliable and valid variables. Multiple regression analysis is used for testing the effects of training. The following is the summary of the empirical study results. 1. the effect of training on job satisfaction and training satisfaction is positive and significant (at the 0.05 level) as predicted. 2. the effect of training on customer orientation is positive and significant(at the 0.05 level) as predicted. 3. the effect of job satisfaction and training satisfaction on customer orientation is positive and significant(at the 0.05 level) as predicted. The subsequent research should consistently improve the quality of the study considering following limitations. First, the subsequent researcher should introduce various variables other than the ones used in this paper for the generalization of this research. Second, as only two hotels in Jeju have a training department as separate department and a plan for regular training courses, the difference of employee training satisfaction has not been identified between the hotel who have a training department and the ones which do not have one. Third, there was a positive result on job-satisfaction effected by training satisfaction and customer-oriented mind effected by job-satisfaction. However, guest-awareness which can directly influence on business success has not been established as there was no survey for guest or collection of guest comments which is essential in order to analyse customer satisfaction. Subsequently, it should be really visible that company should invest into training programs if there is a study that training program such as up-selling and sales training course contributes to tangible increase in revenue. Today customers are demanding high-quality product and services. As a result, employees must understand how to monitor and improve the quality of products and services. For this, training plays a key role in helping companies to meet these challenges. All companies need to train employees to develop their job skills and knowledge, which can influence on job satisfaction and customer orientation.