서울지역 특급호텔의 내부마케팅이 경영성과에 미치는 영향

The hotel is a professional service enterprise which places an important emphasis on human power service. Therefore this study targets the customer’s satisfaction by employees posted to hotel banquets. Furthermore, the employee satisfaction is compared with management performance in a center of the internal marketing. This study has attempted to abstract the related variables to human power service through the preceding research and construct a model which was defined by the interactional relation. Also, it has arranged the conception and provides suggestions regarding Internal marketing which need to be adopted in the hotel. The sample is selected among banquet managers who are working in 23 four star hotels and 17 five star hotels in Seoul. The survey questionnaire is divided into four parts. The statistical analysis methods used are: MANOVA, frequency analysis, factor analysis, reliability analysis and multiple regression analysis of SPSS 17.0 Version. According to the result, Internal Marketing has effects on management performance in the hotel industries. This result supports suggestions from current research that Internal marketing is a key factor of business management performance. Internal marketing must be ultimately understood as the procedural activity for the customer satisfaction. Therefore employers should systematically manage employees to enable them concentrate on their jobs with knowledge and responsibility and to effectively carry out individual roles in the working group before the employee has one’s own beliefs.