This study examined the effects of the Quality of PMS on Perceived Usefulness, User Satisfaction and Customer Orientation. Based on existing literature, 9 hypotheses and a conceptual model were developed regarding the relationship of the 6 constructs: System quality, Information Quality, Service Quality, Perceived Usefulness, User satisfaction and Customer Orientation. Focused on hotel employees in Rooms Division, the survey was conducted to collect data on the quality of PMS, perceived usefulness, user satisfaction and customer orientation from respondents. As a result, 300 respondents represented 11 deluxe hotels in Seoul City Area. Structural equation modeling was conducted to test the hypothesized relationship in the study.
The results suggested that System Quality, Information Quality and Service Quality of PMS (Property Management System) had positive relationship with perceived usefulness. Among them System Quality had the highest positive impact on perceived usefulness.
Second, System Quality, Information Quality and Service Quality of PMS (Property Management System) had positive impacts on user satisfaction.
Third, perceived usefulness of PMS users had a positive influence on user satisfaction.
Fourth, perceived usefulness and user satisfaction of PMS users had positive relationship with customer orientation. Compared with user satisfaction, perceived usefulness had a greater influence on customer orientation.
Fifth, the quality of PMS, perceived usefulness, user satisfaction had a direct or indirect impacts on customer orientation.
The research results suggest the managements to renew their views on PMS. Hotel managements perceive PMS as one of the hotel information systems that is used to operate a hotel without any errors. This study’s results emphasize that PMS is the core module of the hotel information systems that should be improved and maintained in order to achieve the higher level of service and guest satisfaction.
In addition, the study results showed that it is important to manage the quality of the PMS. First, the system quality is the most important factor of the PMS quality and should be managed on the first hand. Second, the required levels of system performance and information quality reflect the users'' opinions. Third, the quality of PMS cannot meet all the subjective requirements of users, therefore, should be managed in terms of its usefulness rather than focusing on subjective matters of users. Fourth, hotel managements should develop quality control index for improving the PMS quality, conduct the quality control activities consistently and notify the results to PMS users periodically.
Hotel managements could improve employees’ customer orientation by conducting the PMS quality control activities attentively and maintaining the quality level of PMS consistently based on the results of this study. The PMS quality control activities with the service training program of hotel managements could create a synergy for the enhancement of employees’ customer orientation and furthermore, could help to achieve the goals in terms of customer performance and financial performance in both direct and indirect ways. Therefore, this study provides practical and theoretical implications extending the further research ideas about the hotel information system for hotel industry.