관광호텔 내부서비스 품질과 내부고객만족에 관한 연구

This paper was studied about internal service quality and internal customer satisfaction(employee 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 internal customer feel satisfaction in their own hotel, hotel external 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 internal customer satisfaction and how to influence on independent variable such as internal customer satisfaction. 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 was positively associated with job satisfaction of internal customer. And six factors of internal service quality were proved to have intimate influence. Second, internal service quality was positively associated with organizational commitment of internal customer. And five factors of internal service quality were proved to have intimate influence.