국적 항공사의 서비스 현황 및 만족도에 관한 연구 = (A) Study on the Present Status and the Satisfaction Level regarding the Services Offered by National Airline Companies

다국어 초록 (Multilingual Abstract)

A Study on the Present Status and the Satisfaction Level regarding the Services Offered by National Airline Companies
The objective of research was to analyze the present status and the satisfaction level regarding the services offered by national airline companies. The author reviewed the present status of the services offered both by Korean carriers and by other nations' carriers, and drew conclusions on the basis of the survey and analysis regarding the level of customers' satisfaction with the services offered by individual airline companies which were classified into Korean Air Lines, Asiana Airlines, and foreign airline companies.
Three conclusions, as follows, are the results of the analysis on the level of customers' satisfaction with the services available at each airline company:
First, the level of satisfaction, which was appreciated by the customers of individual airline companies with the offered services, indicated significant differences by the airline company. The analysis by Korean Air Lines, Asiana Airlines, and foreign airline companies showed that the satisfaction level was the highest among the customers of Korean Air Lines, followed by the order of Asiana Airlines, and foreign airline companies. Such a finding reflected the existing phenomenon that Korean Air Lines overtook the lead in the customers' satisfaction with the services, thanks to its improvement in the related sector, even though until last year Korean Air Lines had maintained the level of customers' satisfaction lower than that of Asiana Airlines with new commencement of operations, as was covered in the "Chapter 4. The Present Status of Airline Service Industry in Korea."
Second, the level of satisfaction with the services by the airline company depended on six factors. Korean Air Lines indicated the higher level of satisfaction than any other airline company. In particular, the high level of satisfaction was detected in the services of the staff in charge of reservations, the attitude of staff, and the services related with baggage.
Third, the level of satisfaction with the services by the airline company was affected by the demographie factors only with slight differences. Thus, efforts should be made to improve the level of customers' satisfaction with the services, with the corresponding attention on consumers' needs such as the convenience and security.
This research would be meaningful in its implications, with the focus placed on the present status and the satisfaction level of services available at national airline companies, that the national airline industry should upgrade and intensify the services for the competitiveness in international markets. Therefore, appropriate strategies should be established for the improvement and strengthening of services with a view to overall growth of national airline industry.

목차 (Table of Contents)

• 제1장 서론 = 1
• 1. 문제의 제기 = 1
• 2. 연구 목적 = 2
• 3. 연구 방법 = 4
• 제2장 항공사의 서비스에 관한 이론적 고찰 = 5
• 1. 서비스의 정의 = 5
• 2. 항공 서비스의 정의 = 10
• 3. 항공 서비스의 구분 = 12
• 제3장 고개 만족 경영의 이론적 고찰 = 15
• 1. 고객 만족 경영의 개념 = 15
• 2. 고객 만족과 고객 지향 = 16
• 3. 고객 만족의 기본 요소 = 16
• 4. 고객 만족 경영의 기본 요소 = 19
• 5. 고객 만족 경영을 위한 혁신 절차 = 23
• 6. 항공사 서비스 만족도에 관한 선행 연구 = 24
• 제4장 항공 서비스 산업의 현황 = 33
• 1. 우리나라 항공 서비스 산업 = 33
• 2. 세계 항공 서비스 산업의 현황 = 35
• 제5장 항공사 서비스 만족도에 관한 실증 분석 = 39
• 1. 연구 모형의 설정과 가설의 도출 = 39
• 2. 표본의 설정 및 연구 방법 = 41
• 3. 신뢰도 검증 = 44
• 4. 연구 가설 1에 대한 연구 = 45
• 5. 연구 가설 2에 대한 연구 = 46
• 6. 연구 가설 3에 대한 연구 = 62
• 제6장 요약 및 결론 = 70
• 1. 요약 = 70
• 2. 결론 = 73