항공사 서비스품질 제고방안 = A Study on the Improvement of the Airline Service Quality

다국어 초록 (Multilingual Abstract)

In today’s business environment both the presence and quality of services are receiving management attention. Especially, service quality has been recognized as an indispensable factor for services which are to fulfill customer expectations. Therefore, understanding the role of service quality is critical for competitive advantage and success of service firms.
The purpose of this study is to improve the quality of airline service in Korea, showing the important point and impacts of the airline service quality on the performance using the question about customer’s expectation and perception.
The data for this empirical study was selected among 349 samples using tourism industry(domestic or foreign airline, hotel, tour company). And the valid questionnaires being selected totaled to 266. The factor, multiple regression, T-test, and frequency analysis were used for the data analysis.
The findings resulted from the above analysis were as follows :
It was found that the quality of airline service in korea is consisted of 3 factors. The results indicate that airline manager have to try to improve and control the decision factors of airline service quality. And it was found that the performance of airline is determined by service quality factors positively. These results indicate that the key elements play a major role in the performance of airline in Korea.
Finally. Theoretical and Practical implications of these results are discussed.

목차 (Table of Contents)

• [ABSTRACT]
• Ⅰ. 서론
• Ⅱ. 서비스품질 결정요인
• Ⅲ. 실증분석
• Ⅳ. 서비스품질 제고방안
• Ⅴ. 결론
• 참고문헌