An Empirical Study on TQM Practices in Korean Service Industry

국내 서비스업체의 TQM 관행에 관한 실증적 연구 -호텔산업을 중심으로

This empirical study examines the current status of TqM implementation in Korean service industry The data were collected from employes in hotels located in Seoul, korea with the questionnaire. The several statistical method such as t-test multiple regression were used for analysis. The major findings include the followings : First TQM practices have become common in Korean hotel industry. Second, There exist significant TQM factors which effect on customer satisfaction. For the high level hotel group supplier management, quality data management employee relations, and training are important factors for customer satisfaction while top management role and employee relations are significant factors for low level hotel group.