해외여행 불평신고자의 여행서비스 불만족 내용분석

• 영문명: A Content Analysis of Outbound Travel Service Dissatisfaction
• 발행기관: 한국관광학회
• 저자명: 정철 전형진 현성협 박시사
• 간행물 정보: 『관광학연구』제34권 제2호, 217~238쪽, 전체 22쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2010.04.30

영문 초록

This study examined the types of dissatisfaction that Korean outbound tourists experience. Content analysis method was used to analysis 629 complaints that were informed from 2003 to 2007 by the Korean outbound tourists to the KTO's Tourist Complaint Center. Results showed that Korean outbound tourists were most likely dissatisfied with pre-tour briefing and contract process over the five years. In addition, about 78% of the complaints were reported by the tourists who bought their travel products from small or middle sized travel agencies. Furthermore, the tourists who visited Southeast Asia were more likely to inform the unsatisfactory statements to the center than those of other continents. Findings of this study suggest that the government should reconsider the criteria for registration of a travel agency. Additionally, travel agencies should pay more attention to clearly explain the travel conditions to their customers before making a contract.

목차

I. 서론

II. 문헌연구

III. 연구방법

IV. 실증분석 결과

V. 논의 및 시사점

참고문헌

키워드

해외여행객 여행서비스 불만족 불평행동 내용분석 Outbound tourist Travel service Dissatisfaction Complaint behavior Content analysis