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Comparison between Effect of Using of IT and Service Quality and Performance ; Focus on Perception of the Employees' Information Level in Jeju and Tokyo upscale hotels.

  • Journal of Tourism Sciences
  • Abbr : JTS
  • 2007, 31(2), pp.223-241
  • Publisher : The Tourism Sciences Society Of Korea
  • Research Area : Social Science > Tourism

Jeong, SeungHwan 1 Lee, Hyung-ryong 2

1신안산대학교
2세종대학교

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ABSTRACT

This paper examines effect of informationization on hotel service quality and performance, showing how important the informationization in a hotel is. Authors surveyed some domestic and overseas luxurious hotels, where writers collected questionaires during May to July, 2003. According to the survey authors found: First, there is a close relation between informationization and service quality. Secondly, informationization is closely related with the hotel performance. Thirdly, the level of employees' perception for the importance of informationization, service quality and performance in a hotel is different between Cheju and Tokyo luxury hotels. In conclusion, writers argue that to maximize service quality and performance efficiency in a hotel, a balanced informationization is important.핵심용어(Key words):정보화(Informationization), 정보기술활용(Utilization of IT),서비스품질(Service quality), 경영성과(Management Performance)

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