호텔기업의 정보화가 서비스품질과 경영성과에 미치는 영향 -국내외 특급호텔 정보기술활용 수준 비교를 중심으로- = The effect of informationization on hotel service quality and performance -Focus on comparing domestic and overseas deluxe hotels-

다국어 초록 (Multilingual Abstract)

The purpose of this study is to indicate the effect of informationization on hotel service quality and performance. To show how important the informationization in a hotel, we surveyed some domestic and overseas deluxe hotels. The results are like the follwoing: First, there is a close relation between informationization and service quality. Secondly, informationization is closely related with the hotel performance. Thirdly, the level of service quality and performance through informationization in a hotel is different according to its level of informationization according to domestic and overseas hotel. For an empirical analysis, Author has collected questionaires from 4countries during Feburary to August, 2002. The questionaire has 7-point Likert Scales, ranging from very important to very unimportant. The research was conducted using statistical packages of SPSS PC 10.0. Factor Analysis, One-way ANOVA and Regression Analysis were applied in this research In conclusion, I insist that to maximize service quality and performance efficiency in a hotel, a balanced informationization should be made in the following fields: front office system, back office system, outlet management system, and interface system.