종사원의 직무만족이 서비스품질에 미치는 영향에 관한 연구

A Study on the Influences of Employee Satisfaction on Service Quality - Focus on the Mid/Economy Class Hotels -

Many researchers have studies on employees satisfaction and interactive relationships between employees satisfaction and service quality. The subject of study, however, has been limited on the Luxury Hotels. Therefore, in this paper, I tried to figure it out focusing on the Mid and Economy Hotels, which are 80% of the entire hotel market. The objective of this study is, at first, to figure out critical factors influencing on employees satisfaction of the Mid/Economy hotels: secondly, to find out important element consist of service quality: thirdly, to analyse of the relationship between employees satisfaction and service quality under different types of hotel management: lastly, to figure out influences of employees satisfaction under various management style on service quality. I developed three hypotheses for this study. As a conclusion, employees satisfaction of the franchising hotels is higher than one of the independent hotels. The regression analysis showing higher employees satisfaction results in higher service quality allows us take the result that service quality of franchising hotels will be better than the independent hotels. It may means that management performances of franchising hotels will be better than one of independent hotels.