기업 e-Learning의 품질 및 사용자 학습특성과 고객지향성과의 구조적 관계에 관한 연구 : 특급호텔 객실부문 종사자를 중심으로

국문 초록 (Abstract)

산업사회에서 지식기반사회로 이행함에 따라 창의적 지식을 생성하고 가공, 유통할 수 있는 우수한 인력의 확보․유지가 기업의 지속적인 성과향상과 생존에 필수적인 요소로 인식되고 있다. 오늘날 기업들은 급변하는 환경 속에서 경쟁력을 제고하기 위한 유연하고 창의적인 인력의 개발이 무엇보다 중요시 여겨지고 있는데, 이와 같은 맥락에서 자율경영화, 개인별 요구의 다양화로 인해 과거 기업교육의 주력이던 대규모 집합교육 방식은 한계를 보이고 있다. 이러한 집합식 교육의 대안으로서 e-Learning은 학습자가 다양한 학습환경 및 자원에 자유롭게 접근할 수 있게 함으로써 새로운 학습 경험을 할 수 있는 기회를 제공한다.
특히 호텔과 같은 서비스 산업은 생산과 소비가 동시에 이루어지는 특성 때문에 서비스를 전달하는 과정(service delivery)에서 소비자는 종업원과의 접촉이 발생하며 종업원의 행동은 소비자의 구매 선택에 영향을 주므로 인적관리 차원에 있어서 교육훈련이 중요한 관건이다. 이러한 맥락에서 볼 때, 최근 호텔기업이 효율적이며 체계적으로 종사원을 교육시키기 위한 대체수단으로 e-Learning을 선택하는 것은 너무도 당연한 것이다.
본 연구는 이러한 전통적 교육훈련의 대안적 교육훈련체계로 부각되는 e-Learning을 호텔기업의 종사원을 대상으로 그 효과성을 검증하고자 다음과 같은 단계로 연구를 진행하였다. 첫째, e-Learning에 대한 기초적인 이해와 중요성을 인식하기 위하여 기업 교육훈련의 특징과 e-Learning의 개념 및 특징을 살펴보고, 기업에서의 e-Learning 이용현황과 주요 호텔기업에서의 e-Learning 운영사례를 제시하였다. 둘째, 현재까지 수행된 e-Learning에 관한 선행연구들의 동향을 다양한 관점에서 살펴보았는데, 특히 학습관리시스템((Learning Management System: LMS)으로써 e-Learning의 독특한 특징들을 체계적으로 이해하고자 정보공학적 접근과 교육심리학적 접근의 다양한 이론과 선행연구들의 성과들을 제시하고 정리하였다. 셋째, 선행연구들의 이론과 성과를 기반으로 기업 e-Learning의 효과성 측정을 위한 요인들을 선정하고, 각 요인들의 특징과 본 연구의 목적에 부합될 수 있는 이론적 근거를 제시하였다. 구체적으로는 e-Learning의 시스템 품질, 콘텐츠 품질, 서비스 품질을 포함하는 e-Learning의 품질과 e-Learning의 품질요인과 사용자의 자기효능감, 학습동기, 학습 플로우를 포함하는 학습특성요인을 독립변수로 구성하였다. 그리고 매개변수로는 e-Learning의 효용성이라 할 수 있는 지각된 유용성 및 사용자 만족요인과, 효과성 측면에서의 지속적 사용의도와 교육훈련 전이를 구성하였고, 마지막으로 궁극적인 기업 e-Learning의 효과성이라 할 수 있는 고객지향성을 종속변수로 설정하였다. 넷째, 각 변수들 간의 제 관계를 개념적 틀에서 살펴보고, 연구의 목적에 부합될 수 있도록 가설설정과 함께 연구모형을 설정하였다. 다섯째, 설문조사의 결과를 토대로 실증분석을 하고 분석에 따른 변수들 간의 구조적 인과관계를 살펴보았다.
연구의 주요 결과로는 첫째, e-Learning의 품질과 지각된 유용성 및 사용자 만족 간의 관계는 부분적으로 유의한 결과를 나타냈다. 둘째, e-Learning 사용자의 학습특성은 지각된 유용성과 사용자 만족에 부분적으로 유의한 영향관계를 나타냈다. 셋째, 지각된 유용성은 사용자 만족 및 지속적 사용의도에는 유의한 영향관계를 나타낸 반면, 교육훈련 전이에는 유의한 영향관계를 나타내지 않았다. 또한 사용자 만족은 지속적 사용의도와 교육훈련 전이에 유의한 영향관계를 나타냈다. 넷째, 지속적 사용의도 및 교육훈련 전이는 고객지향성에 유의한 영향을 미치는 것으로 나타났다.
마지막으로 본 연구의 의의를 학술적인 측면과 실무적인 측면에서 종합적으로 살펴보면 다음과 같이 정리할 수 있다. 첫째, 본 연구에서는 현재까지 e-Learning에 관한 선행연구에서 진행되었던 다양한 학문적 관점에서의 e-Learning의 효과성을 정보공학적 관점과 교육심리학적 관점을 아우르는 총체적 구조의 틀 안에서 실증적으로 분석하였다는 것이다. 둘째, 기업 e-Learning이 가지는 의의와 차별화된 특징을 이론적․실무적 관점에서 살펴봄으로써 실제로 기업에서 실시하는 e-Learning의 설계와 학습구성에 인적자원관리 차원의 전략적 운영․관리에 대한 시사점을 마련하였다. 셋째, e-Learning 사용자의 관점에서 앞으로 기업 e-Learning이 추구하고자 하는 목적에 부합할 수 있도록 콘텐츠와 서비스를 포함한 교육훈련에 필요한 검토사항을 제시하고, 사용자의 행동패턴을 제공함으로써 향후 e-Learning의 혁신적 변화에 발맞추어 가치적 공감대를 형성하기 위한 방향을 제시하였다. 이러한 본 연구의 성과를 바탕으로 기업은 더욱 효율적이고 효과적인 e-Learning 설계를 위한 합리적인 투자와 각 기업의 브랜드 스탠다드(Brand Standard)에 맞는 프로그램을 구성하고, 사용자는 보다 개인화되고 향상된 서비스로 교육훈련을 제공 받을 수 있기를 기대해 본다.

다국어 초록 (Multilingual Abstract)

As the society transforms from an industrial society into a knowledge-based society, securing and maintaining an outstanding workforce that can generate, process, and distribute creative thinking is being considered as a crucial factor for a firm’s constant improvement and survival. In an era when developing a flexible and creative labor force is a top priority for firms to enhance competitiveness in a rapidly changing business environment, the large-scale off the job training, which used to be the key part of business training in the past, is showing its limits as a result of autonomous management and the diversification of individual demands. As an alternative to the existing business training, e-Learning offers new learning experiences to learners by allowing them free access to various learning environments and resources.
In particular, in the service industry, such as hotels, education and training play an important role in human resource management because the employee’s actions influence the consumer’s purchasing choice behavior due to the nature of the industry in which production and consumption happens simultaneously, triggering contact between the employee and consumer during the process of service delivery. In this context, the fact that hotel corporations recently chose e-Learning as an alternative to efficiently and systematically educate their employees is taken for granted.
The research was aimed at the hotel industry’s employees in order to test the efficiency of e-Learning, which is emerging as the alternative training system to the conventional one, and was conducted through the following stages. First, the research examined the concept and characteristics of business training and e-Learning and presented cases of e-Learning usage in firms and major hotel corporations. Second, examined the trends of previous researches on e-Learning from different perspectives, presenting and organizing the various theories of information engineering and educational psychology approaches and the results of previous researches to systematically understand the unique features of e-Learning as a Learning Management System (LMS), in particular. Third, selected the factors for measuring the efficiency of corporate e-Learning based on the theories and results of previous researches and offered a theoretical basis for the purpose of the research. To be specific, the independent variables are the quality of e-Learning, including the qualities of the system, contents, and service of e-Learning, and the learning characteristic factor, including the quality factor of e-Learning, the self-efficacy of the user, learning motivation, and the flow of learning. Furthermore, the intervening variables are its perceived usefulness and the satisfaction factor of the user known as the so-called utility of e-Learning, continuous intention to use in terms of efficaciousness, and the spread of education and training. Lastly, the dependent variable is customer orientation, known as the ultimate efficaciousness of corporate e-Learning. Fourth, examined the relationship among the variables from a conceptual framework and established a theory as well as a research model so as to comply with the purpose of the research. Fifth, performed an actual proof analysis according to the results of the survey and studied the structural causality between the variables.
The following are the main outcomes of the research. First, the correlation between the quality of e-Learning and perceived usefulness as well as user satisfaction showed partly significant results. Second, the learning characteristics of an e-Learning user showed a partly significant effect relationship with perceived usefulness and user satisfaction. Third, perceived usefulness showed a significant effect relationship with user satisfaction as well as the continuous intention to use, but not with the spread of education and training. In addition, user satisfaction showed a significant effect relationship with the continuous intention to use and the spread of education and training. Fourth, the continuous intention to use as well as the spread of education and training Ire found to have a significant influence upon customer orientation.
Finally, if we take a comprehensive approach to analyzing the significance of the research from a scientific and practical point of view, it leads us to the following conclusions. First, the research empirically analyzed the efficaciousness of e-Learning from various academic viewpoints from previous researches on e-Learning so far within the overall structural framework that encompasses information engineering and educational psychology viewpoints. Second, it provided an implication for the blueprints of e-Learning actually implemented in firms and strategic administration of human resource management in the learning composition by inspecting the significance and differentiated features of corporate e-Learning from a theoretical and practical viewpoint. Third, it provided the details necessary for the training, which includes contents and service, enabling one to correspond to the goal that the corporate e-Learning hopes to pursue from an e-Learning user’s perspective. Not only that, but it also provided a direction to form a bond of sympathy side by side with e-Learning’s revolutionary changes by offering the user’s behavioral patterns. Based on the outcome of the research, it is expected that firms will make rational investments for more efficient and efficacious e-Learning blueprints, will compose programs that fit each firm’s Brand Standard, and that users will receive training that is more individualized and improved in terms of service.

목차 (Table of Contents)

• 제1장 서 론 1
• 제1절 문제 제기 및 연구 목적 1
• 1. 연구의 필요성 1
• 2. 연구 목적 4
• 제2절 연구의 범위 및 구성 5
• 제2장 이론적 고찰 8
• 제1절 e-Learning의 개념 및 현황 8
• 1. 기업 교육훈련의 e-Learning 도입 배경 8
• 1) 기업 교육훈련의 개념 및 특징 8
• 2) 기업 e-Learning 도입의 필요성 13
• 2. e-Learning의 개념 및 특성 16
• 1) e-Learning의 개요 및 범위 16
• 2) e-Learning의 개념 17
• 3) e-Learning의 특성 22
• 3. 기업 e-Learning의 현황 24
• 1) 기업의 e-Learning 도입 현황 25
• 2) 수요사업체의 e-Learning 지출 규모 26
• 3) e-Learning 과정 수 28
• 4) e-Learning 활용 전망 29
• 5) e-Learning 도입 분야 30
• 6) e-Learning 도입 기대효과 31
• 4. 호텔기업 e-Learning의 운영사례 32
• 1) 신라호텔 33
• 2) 롯데호텔 33
• 3) Hyatt Hotels Corp. 35
• 4) Starwood Hotels & Resorts Worldwide Inc. 37
• 5) Hilton Hotels & Resorts 38
• 제2절 e-Learning 선행연구의 고찰 39
• 1. e-Learning 선행연구의 학문적 동향 39
• 2. e-Learning 유효성 측정을 위한 적용 이론 및 모형 44
• 1) 경영정보학적 이론 및 모형 44
• 2) 교육심리학적 이론 및 모형 50
• 3) e-Learning 적용 모형 56
• 제3절 e-Learning의 유효성 측정 67
• 1. e-Learning의 품질 67
• 1) 시스템 품질(System Quality) 68
• 2) 콘텐츠 품질(Contents Quality) 70
• 3) 서비스 품질(Service Quality) 72
• 2. e-Learning 사용자의 학습특성 74
• 1) 자기효능감(Self-efficacy) 75
• 2) 학습동기(Learning Motivation) 77
• 3) 학습 플로우(Learning Flow) 79
• 3. e-Learning의 효용성 측정요인 81
• 1) 지각된 유용성(Perceived Usefulness) 82
• 2) 사용자 만족(User Satisfaction) 84
• 4. e-Learning의 효과성 측정요인 85
• 1) 교육훈련 전이(Transfer of Training) 86
• 2) 지속적 사용의도(Continuance Intention) 88
• 3) 고객지향성(Customer Orientation) 90
• 제3장 연구방법 92
• 제1절 연구모형 92
• 제2절 가설설정 93
• 1. e-Learning의 품질과 지각된 유용성 및 사용자 만족 간의 관계 93
• 2. 사용자의 학습특성과 지각된 유용성 및 사용자 만족 간의 관계 95
• 3. 지각된 유용성과 사용자 만족 간의 관계 98
• 4. 지각된 유용성 및 사용자 만족과 교육훈련 전이 간의 관계 98
• 5. 지각된 유용성 및 사용자 만족과 지속적 사용의도 간의 관계 100
• 6. 교육훈련 전이 및 지속적 사용의도와 고객지향성 간의 관계 102
• 제3절 변수의 조작적 정의 103
• 제4절 분석방법 106
• 1. 조사방법 106
• 2. 자료처리 방법 107
• 제4장 실증분석 결과 108
• 제1절 표본의 일반적 특성 108
• 제2절 구성개념 내 측정 변수의 기본적 특성 109
• 1. 독립변수 e-Learning의 품질 및 사용자 학습특성에 대한 측정요인의 기술통계 및 신뢰도 분석 110
• 2. 매개변수 지각된 유용성과 사용자 만족에 대한 측정요인의 기술통계 및 신뢰도 분석 112
• 3. 매개변수 교육훈련 전이와 지속적 사용의도에 대한 측정요인의 기술통계 및 신뢰도 분석 113
• 4. 종속변수 고객지향성에 대한 측정요인의 기술통계 및 신뢰도 분석 114
• 제3절 구성개념에 대한 타당성 검증 114
• 1. 독립변수에 대한 확인적 요인분석 115
• 2. 매개변수 지각된 유용성과 사용자 만족에 대한 확인적 요인분석 116
• 3. 매개변수 교육훈련 전이와 지속적 사용의도에 대한 확인적 요인분석 117
• 4. 종속변수에 대한 확인적 요인분석 118
• 5. 판별타당성 검증 119
• 제4절 연구모형의 분석과 가설검증 120
• 1. 구조방정식 모형 검증 120
• 2. 수정된 모형 분석 124
• 제5장 결 론 126
• 제1절 연구 결과의 요약 및 시사점 126
• 제2절 연구의 한계점 및 제언 132
• 참고문헌 133
• 설문지 154
• Abstract 160

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