호텔정보시스템 품질이 고객지향성과 사용자 만족에 미치는 영향에 관한 연구

Abstract

The purpose of this study is to examine the effects of hotel information system quality on customer orientation and user satisfaction in case of the super deluxe hotels in Jeju. In order to achieve the goals of study, both documentary and empirical studies are performed. The empirical study employs a survey, which was conducted for 12 days starting from April 19, 2011, with 237 samples taken among from 300 employees at eight super deluxe hotels located in Jeju, Korea. Statistical data drawn from those samples were processed and analyzed through the SPSS, frequency analysis, one-way ANOVA and regressive analysis. This analysis has led to the following general observations. Firstly, user satisfaction is influenced by system and information quality variables of hotels. Secondly, customer orientation is affected by service quality and information quality. Thirdly, user satisfaction has an effect on customer orientation. Fourthly, the user satisfaction depends upon on types of hotel information system, which specifically indicates higher user satisfaction on the hotel information system developed by outsourcing companies than the self-developed one. Finally, the result shows no difference was found regarding the customer orientation depending on types of hotel information system. Based upon these findings, some implications are suggested, which followings as: First of all, in order to be competitive in the field of hotel management, hotel managers should consider hotel information system quality, improve customer orientation and finally satisfy user satifaction. In addition, every hotel needs to periodically check user satisfaction with self-developed evaluation criteria and reflect the result into employee tranining programs. Consequently, it is expected to not only improve employee satisfaction and customer orientation also create user satisfaction.