http://chineseinput.net/에서 pinyin(병음)방식으로 중국어를 변환할 수 있습니다.
변환된 중국어를 복사하여 사용하시면 됩니다.
항공사 여승무원의 외적용모 품질 구성요인과 고객만족 및 서비스 재이용 의도에 관한 연구
장대성,김민수 대한경영학회 2003 大韓經營學會誌 Vol.16 No.7
Key Words 분산에 대한 총설명력은 63%였다. 그리고 1개 요인의 분산에 대한 설명력도 40%가 넘는 것이 없어서 요인분석 결과에는 무리가 없다.이 5개의 요인들에 대한 조작적 정의는 다음과 같이 하였다. 요인 1은 단정한 용모, 요인 2는 젊은 지성미, 요인 3은 품위, 요인 4는 신장, 요인 5는 매니큐어 및 향수사용으로 정의하였다. 이들 각 요인들은 다른 요인들에 속한 항목들과 상관관계가 없음과 동시에 각 요인에 속한 항목들끼리는 상관관계가 높다. 따라서 5개의 요인들은 서로 구별되는 개념이므로 이 요인들에 대한 판별 타당성이 확보되었다고 할 수 있다. 그리고 이 20개 항목들은 국적항공사 자료들을 기초로 하여 항공사 여승무원 외적용모 관리에 수년간 책임자 근무를 경험한 저자가 개발하고, 여승무원들에게 pilot 테스트를 하였기 때문에 설문지에 대한 내용 타당성도 확보되었다고 할 수 있다. 그리고 각 요인들에 대한 신뢰도 분석결과는 다음 <표3-3>과 같다. 아래 <표3-3>에 의하면 4개의 요인들 모두 Cronbach 알파 계수가 0.7 이상이므로 각 요인들에 대한 신뢰도는 확보되었다고 할 수 있다.
장대성 한국품질경영학회 2003 품질경영학회지 Vol.31 No.4
There have been academic debates upon which measure is more desirable in measuring service quality between SERVQUAL and SERVPERF. In addition, Korean air lines industry is rapidly growing due to the increase of Koren family income and globalization. This study tried to contribute to both academic and practical issues. This study compared SERVQUAL and SERVPERF measures to determine which is superior to measure service quality in Korean air lines industry. Data was collected from two airliners customers of Korea. According to the results of confirmatory factor analyses, regression analyses and analyses of goodness of fit, SERVPERF appears to be better in measuring service quality in Korean air lines industry than SERVQUAL. We suggest that SERVPERF be used to measure service quality in Korean air lines industry.
국제공항 서비스품질 측정도구 개발에 관한 연구 : 인천 및 김포국제공항을 대상으로
장대성 한국품질경영학회 2004 품질경영학회지 Vol.32 No.2
It has been regarded as important in both academic and practical issues how to evaluate service quality. In addition international traveling will be growing due to increasing income and globalization. Thus, it is very important to measure the international airport's service quality properly. This study was conducted to identify the service quality factors which are utilized to measure international airport's service quality. According to the statistical analyses' results of this study, seven service quality factors and thirty two measurement items were found to evaluate international airport's service quality. They are some different from those which PZB(1988b) identified to measure service quality. This result implies that it is necessary to find the service quality factors reflecting the unique characters of the service organization when measuring service quality of a service organization.
한국 국제공항의 서비스품질 평가와 고객만족을 위한 주요서비스 품질요인에 관한 연구
장대성 한국품질경영학회 2002 품질경영학회지 Vol.30 No.4
This study was conducted to identify the differences in service quality between Incheon and Kimpo international airports and critical factors influencing satisfaction of their customers. According to the results of the study, all service quality factors of Incheon international airport except the service factor of geographical location were better than those of Kimpo international airport. However, all service quality factors of the two airports were evaluated inferior to those of American, western European and Japanese international airports. In addition the service quality factors such as response, safety, airport facility and geographical location were found as critical factors influencing satisfaction of the airport customers. The service quality factor of geographical location of Incheon international airport was measured much inferior comparing with other service quality factors. Thus, the results of this study suggest that the Korean government deliberate and benchmark the international airports of western Europe and the USA in determining the geographical location when planning new international airports.