호텔 정보화, 서비스품질, 경영성과간 인과관계: 국내외 특급호텔 정보기술활용 수준 비교

국문 초록 (Abstract)

Ⅰ 서론

Ⅱ 이론적 배경

Ⅲ 조사 및 분석방법의 설계

Ⅳ 실증분석과 연구결과의 해석

Ⅴ 결론 및 시사점

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 following: 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 hotels.
For an empirical analysis, author has collected questionnaires from 4 countries during February to August, 2002. The questionnaire 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.