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
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.
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
Ⅰ. 서론
Ⅱ. 인적서비스에 대한 이론적 고찰
Ⅲ. 연구의 설계
Ⅳ. 실증분석
Ⅴ. 결론
Abstract
참고문헌 (0)
참고문헌 신청함께 읽어보면 좋을 논문
논문 유사도에 따라 DBpia 가 추천하는 논문입니다. 함께 보면 좋을 연관 논문을 확인해보세요!
-
여행업의 서비스제공과 재구매의도에 관한 연구
여행학연구
2001 .12
-
기업 및 여행형태 차이에 따른 여행사 서비스 품질이 고객만족 및 행동의도에 미치는 영향에 관한 연구
관광레저연구
2010 .11
-
서비스품질이 관계지향성과 만족도에 미치는 영향에 관한 연구 : 상용여행자를 중심으로
관광레저연구
2015 .05
-
여행사 e-서비스품질이 고객만족과 재구매의도에 미치는 영향
관광경영연구
2010 .01
-
소방행정서비스의 고객만족도 평가와 측정
도시행정학보
2005 .04
-
온라인 여행업의 e-서비스품질, 인지된 가치, 그리고 고객 만족도가 고객 충성도에 미치는 영향
서비스경영학회지
2009 .06
-
여행사의 서비스품질과 고객만족 및 재구매의도간의 인과관계 : 랜드오퍼레이터의 서비스를 중심으로
관광연구저널
2005 .04
-
여행사 고객지각가치(CPV) 형성요인에 관한 연구
관광레저연구
2011 .03
-
여행사 서비스품질과 가치지각이 고객만족에 미치는 영향
관광레저연구
2018 .03
-
종업원 만족이 고객 만족에 영향을 미치는 경로에 관한 연구 : K기업 발전설비 정비서비스를 중심으로
서비스경영학회지
2013 .06
-
고객만족 포화 상황에서 마케팅 자원의 효율적 투자에 관한 이론적 연구
마케팅연구
2012 .09
-
서비스 품질이 고객 가치, 고객만족, 행동의도에 미치는 영향 : 중식 레스토랑을 중심으로
관광레저연구
2014 .07
-
여행사 e-서비스품질, 고객만족, 재구매의도 간의 관계에서 고객만족의 매개효과 및 e-서비스회복품질의 조절효과 검증
관광연구저널
2011 .12
-
외식업체의 식음료 서비스품질이 고객만족에 미치는 영향 연구
서비스산업연구
2007 .08
-
여행사의 인터넷 서비스품질이 고객만족과 고객충성도에 미치는 영향
관광연구저널
2006 .08
-
고객만족지향성이 고객만족활동과 서비스혁신에 미치는 효과에 관한 연구
서비스경영학회지
2012 .03
이 논문의 저자 정보
이 논문과 함께 이용한 논문
최근 본 자료
댓글(0)
0
UCI(KEPA) : I410-ECN-0101-2009-326-018491525