The Impact of Service Quality Management on Hotel’s Performance in South Korea

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dc.contributor.authorSuphian, Robert
dc.contributor.authorMtey, Florian George
dc.contributor.authorMagai, Petro Sauti
dc.date.accessioned2018-03-22T07:06:59Z
dc.date.available2018-03-22T07:06:59Z
dc.date.issued2017
dc.description.abstractDue to the existence of inadequate service quality management and performance studies on hotels operating in Korea, this paper aims at studying the impact of service quality on organizational performance of hotels in Korea. A total of 112 hotels were visited and a total number of 448 for both customers and employees were interviewed to accomplish the objective of the study. This study employed the concept of structure equation modeling (SEM) with all necessary prerequisites and tests were taken into consideration and presented in the results. Results indicate a strong positive influence of service quality management on the general hotel performance and similarly, a positive influence of market competition on hotel performance was evident. However, the factor covariance between service quality management and market competition found to be insignificantly explaining the relationship. Finally the paper concludes that customers' perception of service quality plays a vital important role in Korea hotel performance.en_US
dc.identifier.citationSuphian, R., Mtey, F.G. and Magai, P.S. (2017), The Impact of Service Quality Management on Hotel’s Performance in South Korea, Korean Management Consulting Review, Vol. 17, No. 3, pp. 35-45en_US
dc.identifier.urihttp://hdl.handle.net/20.500.11810/4625
dc.language.isoenen_US
dc.publisherKorean Management Consulting Review, South Koreaen_US
dc.subjectService quality management, hotel performance, market competitionen_US
dc.titleThe Impact of Service Quality Management on Hotel’s Performance in South Koreaen_US
dc.typeJournal Article, Peer Revieweden_US
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