호텔관리자의 성과평가시스템 이용이 서비스품질에 미치는 영향

Influence of the Hotel Manager’s Using of PMS on Service Quality

The purpose of this study was to analyze the impact of the way of using performance measurement system(PMS) on the service quality. The way of using PMS was divided into diagnostic and interactive purposes of PMS. Also, the service quality was divided into process and outcome service quality. 292 data were analyzed by statistic package, AMOS version 18.0 for the purpose of this study. Interactive purpose of PMS is likely to influence on the both service qualities, process and outcome quality. Diagnostic purpose of PMS is likely to influence only the outcome service quality. PMS should be carefully monitored by the hotel manager who want to improve service quality to stimulate the PMS. At same time, if the hotel manager want improve process service quality, it is recommended that he/she should consider the interactive not diagnostic purpose of PMS.