여행업 품질경영과 종사원 직무만족에 관한 연구 = A Studt on the key Factors of Quality Management for the Job Satisfaction of Employee in Travel Agencies

다국어 초록 (Multilingual Abstract)

There is used Sampling, The sample was 478 selected among 75 traveling agency; the general traveling, foreign traveling, domestic traveling agency in Seoul, DaeJeon, DaeGu, KwangJu, and Jeonju, Except 74 that was not effective, the withdrawing questionnaires 404 was tested by statistic methods. The survey period was 24 days between 2003. 2. 1 - 2003. 2. 24, after selected data was operated in coding process, there was analyzed by SPSS WIN 10.l.
There were used statistic methods like descriptive statistics analysis, multivariate statistic analysis, frequency analysis, reliability test, validity test, ANOV A, multi regression etc.
The major findings of the data analysis were summarized as follows;
First, the difference of quality management in traveling agency type was significantly tested in CEO's service quality concerns, CEO customer satisfaction concerns, investment plan for the rising service quality, customer file management, service progressing education, quick service of employee, flexibility of operation period, the degree of understanding the customer's desires, and so on.
Second, there are quite differences between the groups in traveling agencies.
The differences were playfulness, assistance of fellows, advises of the senior and so on.
Third, there are quite differences between customer satisfaction, rising the customer attitudes, downsizing the dissatisfaction and reduction of the wait time in the firm performance of traveling agencies' types. By the results of regressions, Hypothesis I, was partially significant.
I hope that the next study would keep high study as theoretical study and some more needs as statically analysis by closely questionnaire contents.

목차 (Table of Contents)

• Ⅰ. 서론
• Ⅱ. 이론적 배경
• Ⅲ. 연구모형 및 설계
• Ⅳ. 분석 결과
• Ⅴ. 결론
• 참고문헌
• ABSTRACT