Kano모형을 통한 항공사 내부서비스 품질 연구 -국내K항공사를 중심으로- = A Study on the Airlines` Internal Service Quality Using Kano Model -Focused on case of K Airlines-

다국어 초록 (Multilingual Abstract)

The research goals of this paper is identifying the needs of airlines` internal customers and suggests direction for improving internal service qualities from the perspective of organizational management. This study used Kano Model to investigate how flight attendants, internal customers in airline companies, associate product category attributes with internal service qualities. Data were collected from the questionnaire completed by 306 flight attendants of K airlines in Korea. The main results are as follows; (1)Among the internal service quality attributes, 21 of 27 attributes were categorized as one-dimensional quality.(2)In terms of ``empathy`` factor, general interest in the problems team members have and personal interest among team members, in terms of ``team work`` factor, mutual understanding and cooperation among team members were classified as ``attractive quality``.(3) In ``reliability`` factor, periodic education and training needed to carry out given tasks were classified as ``must-be quality.(4)Discretionary decision making powers and customer evaluation were classified as ``indifferent quality``.(5)In terms of classification of differences in understanding of internal service quality by demographic characteristics, the group with lower age and rank perceived caring and interest among team members as ``attractive quality`` while the group in their 30s to 40s with more than 3 years of working experience perceived flight task facilities and education/training as ``must-be quality``. The flight attendants with more than 5-9 working experience perceived interest, caring, discretionary decision making and customer service evaluation as ``indifferent quality``. As shown, the group with 5-9 years of working experience had the highest frequency of classifying product quality under ``indifferent quality``.

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