The Effect of Service Quality on Organizational Support and Job Satisfaction in Hotel Industry

호텔기업의 조직지원과 직무만족이 서비스품질에 미치는 영향

  • 지계웅 (관동대학교 관광의료복지대학 호텔관광학부) ;
  • 한진영 (관동대학교 관광의료복지대학 호텔관광학부)
  • Received : 2012.08.28
  • Accepted : 2012.10.15
  • Published : 2012.11.30


The purpose of this study tried to find ways to improve service quality for customers and effective program of organizational support to increase the hotel employees' job satisfaction to empirically analyze causatively impacted relationship between the perceived organizational support, job satisfaction, and service quality in the hotel industry staff recognize. Data were collected from 217 and surveyed from 1 to 30 in November 2011 in hotel. To summarize the results of the study, first, satisfaction of individual job environment, satisfaction of work environment support concerned in support for personal values both was not affected significantly. Second, support for work environment was also affecting more than support for personal worth to improve the quality of customer service and in support for the organization Third, satisfaction of the individual's work environment affected adaptability, conviction, and corporality in job satisfaction variables while support satisfaction for working conditions effected conviction and adaptability without corporality. In order to enhance adaptability to customers who employees serve, it should be created work environment to make employees feel satisfaction in individual's work environment. Therefore, hotel managers have to entertain feelings of loyalty for their hotel and make employees satisfaction with their job and their duty by enhancing support for work environment of hotel employees in order to increase business performance by improving service quality for customers.