호텔종사원 서비스교육이 서비스지향성과 직무만족, 조직몰입에 미치는 영향 연구

The Influence of Hotel Service Education on Service-Orientation, Job Satisfaction and Organizational Commitment

This study intends to explore the relationship between the service education for the hotel employees, service orientation and job satisfaction and the organizational commitment, to provide the practical implications. 214 questionnaires collected from the hotels within the metropolitan area of Seoul, was analyzed using various means of survey analysis. The results from the factor analysis showed that the service education consisted of 3 factors, service orientation 4 factors and job satisfaction and organization commitment, 1 factor respectively. To prove this hypothesis, each factor, either as the independent and dependent variables, regression analysis was conducted. As a result, for the service education, the competency of the instructor was found to be the most crucial factor. In addition, the need for the service education which can catch the attention of the employees as well as the reliability for service must be stressed during the service education. It was also observed that even if the employees are providing quality service, it does not guarantee that they are satisfied with their jobs. In addition, it was found that the higher the job satisfaction, the higher the organizational commitment as shown by the existing researches.