항공사 서비스품질의 중요도 - 성과와 만족간의 관련성

• 영문명: The Relationships of Importance-Performance and Satisfaction on Airline Service Quality
• 발행기관: 대한관광경영학회
• 저자명: 김계섭 조주은
• 간행물 정보: 『관광연구』제19권 제2호, 35~61쪽, 전체 27쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2004.10.30

영문 초록

This study empirically analyzes the importance if service quality properties, and the relationship between performance and satisfaction, targeting the domestic airliners so as to identify the service quality properties that customers recognize as important, how they are actually evaluated, and how the such importance, performance and quality properties influence the overall satisfaction of customers.That is, this study aims to identify (1)the performance differences regarding the service quality of airliners, (2)the relationship between the airliner's servic quality importance and evaluated importance-performance variation, (3)the relationship between the airliner IS service quality performance and importance-performance variation, (4)the relationship between airliner's service quality importance-performance variation and customer satisfaction, (5)the relationship between the airliner's service quality performance and customer satisfaction. Accordingly, this study will help the airliners to improve service quality and customer satisfaction, and ultimately become a competitive airliner in the world air market.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구방법

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

항공사 서비스 품질 중요도-성과 만족