COVID-19 이후 호텔의 고객지향적인 노력이 직무만족 및 직무성과에 미치는 영향
The impact of a Hotel's Efforts to be Customer-Centric on Job Satisfaction and Job Performance after COVID-19
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The purpose of this study was to analysis the impact of hotels' customer-centric efforts of hotels on job satisfaction and job performance after COVID-19, and to provide academic and practical data for the hotel industry, and to help hotel employees, managers, and administrators. This study was conducted using a questionnaire among employees of five-star hotels in the Seoul metropolitan area over a period of about four weeks from 27 August to 20 September 2023. The 238 data collected data were subjected to frequency analysis, reliability and validity analysis, factor analysis, and multiple regression analysis using SPSS 21.0 version. The results of this study showed that, firstly, customer orientation efforts have a significant positive effect on job satisfaction. These results indicate that the cleanliness, attractiveness, variety, and reliability of hotel facilities are important in hotel management and administration; that it is important to think and act from the customer's point of view before providing customer service; that it is important to identify problems and provide benefits; that it is necessary to provide customers with accurate and prompt service in the course of their work; that it is necessary to provide them with sufficient information; and that it is necessary to find and solve complaints and grievances. Secondly, customer orientation efforts have a significant positive effect on job performance. Therefore, it can be concluded that customer orientation commitment has an effective impact on both job satisfaction and job performance of hotel employees, and it is useful meaningful as an academic and practical resource.
Abstract
The purpose of this study was to analysis the impact of hotels' customer-centric efforts of hotels on job satisfaction and job performance after COVID-19, and to provide academic and practical data for the hotel industry, and to help hotel employees, managers, and administrators. This study was conducted using a questionnaire among employees of five-star hotels in the Seoul metropolitan area over a period of about four weeks from 27 August to 20 September 2023. The 238 data collected data were subjected to frequency analysis, reliability and validity analysis, factor analysis, and multiple regression analysis using SPSS 21.0 version. The results of this study showed that, firstly, customer orientation efforts have a significant positive effect on job satisfaction. These results indicate that the cleanliness, attractiveness, variety, and reliability of hotel facilities are important in hotel management and administration; that it is important to think and act from the customer's point of view before providing customer service; that it is important to identify problems and provide benefits; that it is necessary to provide customers with accurate and prompt service in the course of their work; that it is necessary to provide them with sufficient information; and that it is necessary to find and solve complaints and grievances. Secondly, customer orientation efforts have a significant positive effect on job performance. Therefore, it can be concluded that customer orientation commitment has an effective impact on both job satisfaction and job performance of hotel employees, and it is useful meaningful as an academic and practical resource.
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