機內서비스와 航空社 이미지간의 關係에 관한 硏究 = (A) Study on the Relationship between the Cabin Service and the Image of an Airline

다국어 초록 (Multilingual Abstract)

Usually right after the passengers get on board it is the most critical time for the airline to form the image of an airlilne by the passengers, and also in-flight cabin service in the long flight will continue to effect that image even after the passengers deplane. The biggest reason is that if the passengers are not satisfied with the in-flight cabin service they will have bad image of that airline they are flying with.
Recently many international airlines have expended their routes to Korea and stiff competition between airlines and also frequent accident rate by airlines have made the customers lose their trust, faith and the image of the airline in consequence, some customers even tend to shirk flying itself nowadays.
As the competition between airlines have become more and more serious it is almost impossible to tell which airline is better by the technology aspect, so the recent trend of airline industry is that they have made their focus of competition on the image making by giving better service to the customers.
Therefore the purpose of this study is to analyze the effect and the importance of in-flight cabin service among many key figures that forms the image of an Airline.
The demographic characteristics of the experienced flyers who have been the object of this empirical research includes following five different categories such as gender, age, occupation, purpose of the travel and level of seats and the conclusion of the research is as follows.
1. The most important factor when the frequent flyers choose their airline was cabin service, then cheap airline fare was the second and the image of an airline was the third.
2. Cabin service was the biggest factor in the image making of an airline and safe flight and punctuality was the second biggest factor.
3. The important factors in the top 20 items on the list of the questionnaire that the frequent flyers are concerned about in cabin service were, cabin attendants' politeness, kindness and verbal ability and in-flight meal service and so on in order.
In conclusion the biggest factor in the image making of an airline is in-flight cabin service and to be more specifically the factors that related with cabin attendant were major factors which experienced flyers concern when forming the image of an airline.
Therefore airlines should increase their investment in the unique image making on their own which will differentiate the airline from others, also the airlines should continue to study this area and support the cabin service to have more improved and unique creative service method in both sides of the quantity and the quality to give passengers more convenient and satisfying service.

목차 (Table of Contents)

• 목차 = ⅰ
• Ⅰ. 서론 = 1
• 1. 연구의 목적 = 1
• 2. 연구의 방법 및 범위 = 3
• 3. 논문의 구성 = 5
• Ⅱ. 연구의 이론적 배경 = 6
• 1. 기내서비스의 특성과 구성 = 6
• 가. 기내서비스의 일반적 특성 = 6
• (1) 항공운송서비스의 특성 = 6
• (2) 기내서비스의 특성 = 13
• 나. 기내 서비스의 구성 = 14
• (1) 물적 서비스 = 16
• (2) 인적 서비스 = 22
• (3) 부대 서비스 = 26
• 2. 항공사 이미지의 형성과 중요성 = 27
• 가. 이미지의 개념과 항공사 이미지 = 27
• (1) 이미지의 개념 = 27
• (2) 항공사 이미지 = 30
• 나. 항공사 이미지의 형성과 중요성 = 31
• (1) 항공사 이미지의 형성 = 31
• (2) 항공사 이미지의 중요성 = 32
• 다. 항공사 이미지의 형성 요소 = 33
• 라. 기내서비스와 항공사 이미지와의 관련성 = 35
• Ⅲ. 연구설계 및 실증조사 = 37
• 1. 연구설계 = 37
• 2. 연구과제 및 가설설정 = 38
• 3. 조사설계 = 41
• 4. 자료수집 및 분석방법 = 44
• 5. 자료분석과 가설검증 = 46
• Ⅳ. 실증분석 결과 및 시사점 = 87
• 1. 실증분석 결과 = 87
• 2. 시사점 = 89
• Ⅴ. 결론 = 92
• 1. 연구의 요약 = 92
• 2. 연구의 한계 및 미래의 연구방향 = 95
• 참고문헌 = 97
• SUMMARY = 100
• 機內서비스와 航空社 이미지간의 關係에 관한 實證的 硏究 = 103