OperaPMS의 품질이 사용자의 지각된 유용성, 사용자만족, 고객지향성에 미치는 영향에 관한 연구

The purpose of this study is to empirically analyze how the quality of OperaPMS, which is most commonly used as a PMS(Property Management System) in five-star hotels in Korea, affects users' perceived usefulness, user satisfaction, and customer orientation, and to provide implications for securing competitive advantage and sustainable core competencies for hotel companies. In this study, a questionnaire was constructed with the measurement items used in previous studies, and a simple random sampling method was used to survey the employees of the room division of hotels using OperaPMS among the five-star hotels in Seoul, and SEM(Structural Equation Modeling) was used to empirically analyze the research model. The results of this study showed that the quality of OperaPMS has a significant effect on the perceived usefulness of users. Perceived usefulness has a significant effect on user satisfaction and customer orientation, respectively, and user satisfaction has a significant effect on customer orientation. Through the results of this study, it can be seen that quality management of OperaPMS is very important for hotel companies to secure competitive advantage and sustainable core competencies. This is because OperaPMS is the most used system for customer service by room staff in five-star hotels in Korea. The fact that the quality management of OperaPMS can improve the customer orientation of employees, and that high-quality customer service based on it leads to customer satisfaction and improved hotel performance, is a very important implication.