특급호텔의 내부마케팅이 종사원 서비스품질과 직무만족에 미치는 영향
The Effect of Hotel Internal Marketing on Employee’s Service Quality and Job Satisfaction: Focus on Pusan Deluxe Hotels
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The purpose of this study is to examine the effect of hotel internal marketing strategieson employees’ service quality and job satisfaction in Pusan deluxe hotels. The data werecollected from deluxe hotel employees analyzed using SPSS. The results are as follows. First, the factors of guest service was effected by the factorsof internal communications, the factors of special service was effected by the factors ofinternal communications, evaluate of business results and working, educationalenvironment according to the relationship of hotel internal marketing and the quality ofemployees’ service. Second, the factors of hotel internal marketing according to arelationship of employees’ satisfaction was effected by the factors of the evaluate of businessresults and working, educational environment. Third, all factors of the service qualities waseffected by employees’ satisfaction according to a relationship of the employees’ satisfactionand service qualities.
Abstract
The purpose of this study is to examine the effect of hotel internal marketing strategieson employees’ service quality and job satisfaction in Pusan deluxe hotels. The data werecollected from deluxe hotel employees analyzed using SPSS. The results are as follows. First, the factors of guest service was effected by the factorsof internal communications, the factors of special service was effected by the factors ofinternal communications, evaluate of business results and working, educationalenvironment according to the relationship of hotel internal marketing and the quality ofemployees’ service. Second, the factors of hotel internal marketing according to arelationship of employees’ satisfaction was effected by the factors of the evaluate of businessresults and working, educational environment. Third, all factors of the service qualities waseffected by employees’ satisfaction according to a relationship of the employees’ satisfactionand service qualities.