여행업 인적서비스가 고객만족에 미치는 영향에 관한 실증적 연구 = An Empirical Study on the Customer Satisfaction by the Human Resource Service of Travel Agency -Base on the Customer Satisfaction by the Travel Consultation-

다국어 초록 (Multilingual Abstract)

The purpose of this study are to find customer satisfaction by the human resource service of travel agency.
As these days well service industry not only service business but also most of business area needs to human resource service.
According to taking this importance in to account. this researches performed the literature on the human resource service and customer satisfaction through a theoretical consideration on the basis of which the hypotheses were made.
An empirical survey was performed with the subjects of customer in travel agency through the material analysis and the inspction of hypotheses.
The collected material through spss/win was analyzed by the statistical methods such as factor analysis, correlation analysis, t - test, ANOVA, regression analysis.
The results of that survey are as follows :
Ⅰ. Human Resource Service factors in travel agency were classified as five big groups (reception, information, competence, external, selling) through factor analysis.
Ⅱ. Five important factors in human resource service of travel agency have a positive effect on customer satisfaction also the higher of human resource service is the higher customer satisfaction and three major factors with the exception of(information, competence) have a statistically significantly affecting customer satisfaction.
The conclusion was reached that human resource service factors could be evaluated by reception, information, competence, external and selling and the factors and customer satisfaction' were relatively highly correlated. of the human resource service factors, statistically significantly affecting factors selling, reception and external were heavily associated with customer satisfaction, therefore, it was thought that developing, improving and differentiating human resource service factors which are related to customer satisfaction could give a positive effect on managerial performance in travel agency.
In addition, the factors which do not have a significant effect on customer satisfaction are considered to have failed to reach a certain level of customer satisfaction or to have failed to meet the customer expectation and thus should be complemented.
Finally, it is believed that if travel agents recognize customer complaints and various needs and offer real service moving and contenting customers, there should be an increase in sales of traveling packages and a high managerial performance in travel agency.

목차 (Table of Contents)

• Ⅰ. 서론
• Ⅱ. 인적서비스에 대한 이론적 고찰
• Ⅲ. 연구의 설계
• Ⅳ. 실증분석
• Ⅴ. 결론
• Abstract