백두산 지역 관광호텔 내부서비스품질과 종사원 직무만족에 관한 연구

초록

This paper was studied about internal service quality and employees' job satisfaction. Continual quality improvement is crucial to competitive success. A systems approach is vital in encompassing every segment of the hospitality organization in striving for service quality. When the job satisfaction that hotel employees feel in their own job, hotel customer feel satisfaction. That is, for external customer's satisfaction, and what employees who are inside customers are satisfied with their essential job. To examine service quality that is served by hotel employees through inclusive investigation about previous research, this study grasped employees' job satisfaction and how to influence on independent variable such as job satisfaction. Another purpose is analyzed Bai Tou mountain hotel employees' job satisfaction on according to population statistics characteristic. Because of this intention, actual analysis about employees who worked for Bai Tou mountain area was carried out. Through the causal sequence analysis , the results are as follows. First, internal service quality level turned out to be affected hotel employees' job satisfaction. Though not all five factors of internal service quality selected above were verified to have intimate influence, three of them except the responsiveness and reliability were proved to have intimate influence. Second, the result which the difference of employees' job satisfaction verifies on population statistical characteristic, gender, age, department, wage, education and career years showed the difference about job satisfaction;

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