지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
초록· 키워드
오류제보하기
This study explores the relationship between the purpose of travel and the various properties of service offered by airline companies in an attempt to see if travel purpose as an independent variable decides passengers priority among the five properties and to measure the varying degrees of satisfaction on those properties. The significant points among the five major factors are : the on-plane/en-board) service in factor 1; the navigation service in factor 2; and significance of business travelers and travelers as tourists , which showed variations in degrees. Business travelers deemed two factors as most important. These findings are consistent with previous studies according to which on-plane service and navigation service are the two most properties of air transportation service.
This study also finds a significant difference between passengers on business and passengers on leisure in their levels of satisfaction for services provided by the two airline companies of Korea. It is also found that the customer-satisfaction levels of business travelers were higher than that of passengers for leisure. The results indicated that the two Korean airline companies generally offer satisfactory service in this field. However, this study shows that other service such as airport service as well as reservation and information services are relatively insufficient, thereby in need of improvement.
The most important factors passengers consider when they choose airline are also reflected on variation in the levels of satisfaction. They are the hospitality of crew members, variety of duty-free goods available in plane among on-plane service factors; safe navigation among navigation service factors; the hospitality of airport and kindness of reservation staff among airport service and information service factors.
In the service offered by national airline companies, hospitality and kindness, which are based on the area of person-to person service, are particularly insufficient. Thus, it was found that training and alternative proposals to improve these are needed. Airline companies of Korea must take this into consideration when they create programs for employee training.
It is the crew, reservation staffs, and airport check-in staffs whom passengers meet first when they fly. Front-liner employees are important in all service industry, but they play a more vital role in airlines service. Not only do they directly participate in the production and delivery of service, but passengers perceive and evaluate the service quality based on the attitudes and behavior of front employees they contact. They participate not only in the production and delivery of air transportation service, but also in communicating with passengers. Furthermore, since the elements in the quality control of transportation service as a package such as hospitality, provision of solutions to customers' problems, and prompt response to passenger requests or queries are handled only by front liners employees, they stand at the very core of air transportation service.
If the attitude or manners of a reservation staff is not kind enough when passengers make reservations which is the first stage of air transportation service, they would be very dissatisfied and might cancel the reservation of decide not to fly with airline again. However good the on-board service may be and fine the meal on the plane may be, the quality of transportation service will receive a low rating.
As mentioned earlier, perfect service is possible only when the best material conditions are accompanied by human interchange between passengers and crew. Therefore, research and training on this point must be executed. It is likewise essential to note that the level of customer-satisfaction concerning the safety of domestic airline companies is low. Evaluation of safety may depend indirectly on second-hand experience or through media reports of accidents, delays, returns, cancels and others, rather than on the passenger's actual experience.
Therefore, all employees of airline industry in our country should be thoroughly aware of their airline's management philosophy in which plane maintenance and safe navigation are the most important factors.
This study also finds a significant difference between passengers on business and passengers on leisure in their levels of satisfaction for services provided by the two airline companies of Korea. It is also found that the customer-satisfaction levels of business travelers were higher than that of passengers for leisure. The results indicated that the two Korean airline companies generally offer satisfactory service in this field. However, this study shows that other service such as airport service as well as reservation and information services are relatively insufficient, thereby in need of improvement.
The most important factors passengers consider when they choose airline are also reflected on variation in the levels of satisfaction. They are the hospitality of crew members, variety of duty-free goods available in plane among on-plane service factors; safe navigation among navigation service factors; the hospitality of airport and kindness of reservation staff among airport service and information service factors.
In the service offered by national airline companies, hospitality and kindness, which are based on the area of person-to person service, are particularly insufficient. Thus, it was found that training and alternative proposals to improve these are needed. Airline companies of Korea must take this into consideration when they create programs for employee training.
It is the crew, reservation staffs, and airport check-in staffs whom passengers meet first when they fly. Front-liner employees are important in all service industry, but they play a more vital role in airlines service. Not only do they directly participate in the production and delivery of service, but passengers perceive and evaluate the service quality based on the attitudes and behavior of front employees they contact. They participate not only in the production and delivery of air transportation service, but also in communicating with passengers. Furthermore, since the elements in the quality control of transportation service as a package such as hospitality, provision of solutions to customers' problems, and prompt response to passenger requests or queries are handled only by front liners employees, they stand at the very core of air transportation service.
If the attitude or manners of a reservation staff is not kind enough when passengers make reservations which is the first stage of air transportation service, they would be very dissatisfied and might cancel the reservation of decide not to fly with airline again. However good the on-board service may be and fine the meal on the plane may be, the quality of transportation service will receive a low rating.
As mentioned earlier, perfect service is possible only when the best material conditions are accompanied by human interchange between passengers and crew. Therefore, research and training on this point must be executed. It is likewise essential to note that the level of customer-satisfaction concerning the safety of domestic airline companies is low. Evaluation of safety may depend indirectly on second-hand experience or through media reports of accidents, delays, returns, cancels and others, rather than on the passenger's actual experience.
Therefore, all employees of airline industry in our country should be thoroughly aware of their airline's management philosophy in which plane maintenance and safe navigation are the most important factors.
목차
Ⅰ. 서론
Ⅱ. 이론적 연구
Ⅲ. 연구설계
Ⅳ. 자료의 분석과 전략제시
Ⅴ. 논의 및 결론
參考文獻
ABSTRACT
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