Journal of the Korea Academia-Industrial cooperation Society (한국산학기술학회논문지)

The Korea Academia-Industrial cooperation Society (한국산학기술학회)
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Importance Analysis on the Quality of Hotel Social Network Service

호텔기업의 소셜네트워크서비스 품질 중요도 분석

  • Park, Hyun-Jee (Department of Tourism Management, TongMyong University) ;
  • Oh, Am-Suk (Department of Media Engineering, TongMyong University) ;
  • Kim, Young-Ha (Department of Hotel Tourism, TongMyong University) ;
  • Lee, Joung-Sil (Department of Tourism Management, TongMyong University)
  • 박현지 (동명대학교 관광경영학과) ;
  • 오암석 (동명대학교 미디어공학과) ;
  • 김영하 (동명대학교 호텔관광학과) ;
  • 이정실 (동명대학교 관광경영학과)
  • Received : 2012.10.19
  • Accepted : 2013.01.10
  • Published : 2013.01.31
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Abstract

This study is focused on analyzing the quality importance of hotel SNS(social network service). And by reviewing precedent papers and references regarding concept and quality factors about SNS in hotel industry, it drew proper criteria to select priorities and evaluate hotel SNS quality using AHP. The important factors based upon related theories are suggested in this paper such as information quality, system quality, service quality, interface quality and emotional quality. The survey for empirical study was executed with hotel employees and total 149 questionnaires were used for this study. We used AHP for statistical analysis, As the results, the most important factor is emotional quality factor and the next is interface quality factor.

본 연구는 호텔기업의 종사원을 연구대상으로 하여, 소셜네트워크서비스(SNS) 품질의 중요도를 분석함으로써 향후 호텔기업 소셜네트워크서비스의 효율성 증대에 기여하고자 함을 목적으로 한다. 선행연구에 의거하여 호텔기업의 SNS 품질요인을 소셜네트워크서비스 정보품질, 시스템품질, 서비스품질, 인터페이스품질, 감성품질 등으로 분류하였다. 계층적 의사결정방법(AHP)을 이용한 실증분석결과에 의하면, 중요도 측정결과로서 감성품질영역이 상대적으로 가장 주요한 요인으로 도출되었으며, 인터페이스품질, 시스템품질, 정보품질, 서비스품질 등의 순으로 중요도가 높은 것으로 나타났다.

Keywords

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