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.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2013.12
- 수록면
- 273 - 296 (24page)
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초록· 키워드
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The most of the service quality measurement measure the relative levels of service performance instead of measuring the characteristics of the service encounter. Service Encounter Index(SEI) which presented in this study is developed to supplement existing service quality indexes, and clearly propose the characteristics of the service process as well. This study conducted a study of fourteen different domestic airports to analyze the characteristics of the encounter of airport services and made a standardized analytical methods by classifying eight different encounters in each airport services into three different dimensions such as human element, procedures, and equipment(facility). In addition, the study conducted correlation analysis to analyze and compare the characteristics of SEI with Overall SQI which indicates overall quality of the service. As a result, there are no significant correlations between SEI and Overall SQI and it shows Overall SQI score of 68.7 and SEI score of 70.4 in 14 different domestic airports.
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