호텔기업 수요자 중심 기술혁신 지표의 중요도 및 우선순위 평가

Evaluation of the Importance and Priority of Customer-Oriented Technology Innovation Indicators for Hotel Companies: Comparative analysis study using KANO model and IPA

This study suggested the direction of technological innovation centering on customers of the core value of hotel companies in the rapidly changing technological environment of hotel companies. The importance and priority evaluation of each scale was conducted in parallel with the KANO model and AHP to derive theoretical and practical implications. The implications were summarized by collecting the opinions of 18 industrial and academic experts as follows. Safety(41%) and Accuracy(36%) were derived as key attributes among the five factors, such as efficiency, accuracy, safety, convenience, and diversity, which were established as constituent factors of the technology innovation index. Among all 25 indicators, integrated system operation and utilization(efficiency), information system accuracy(accuracy), perfect information for use and business processing(accuracy), stability that prioritizes customer safety(safety), customer personal information Eight indicators were derived as key indicators, including management(safety), ensuring physical safety inside the hotel(safety), flexible response to customer complaints(convenience), and timeliness management for information management(diversity).