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국제여객터미널 대합실의 환경요소와 감정, 만족도 간의 영향 관계
김가령(Gha-Ryong Kim),양위주(Wii-Joo Yhang) 한국항해항만학회 2014 한국항해항만학회지 Vol.38 No.5
본 연구는 국제여객터미널 대합실의 환경요소와 감정, 만족 간의 영향관계에 대하여 알아보고자 하였다. 연구대상은 일본으로 출국하기 위하여 대기하고 있는 관광객을 대상으로 하였고, 자료 수집은 자기기입방식을 이용한 설문조사를 이용하였다. 그리고 설문지의 통계처리는 SPSS 18.0을 이용하였고, 가설검증을 위하여 AMOS 18.0을 이용하여 분석하였다. 구조모형 검증결과 첫째, 대합실의 물리적 환경요소는 감정에 정(+)의 영향을 미치는 것으로 나타났다. 둘째, 대합실의 사회적 환경요소는 감정에 정(+)의 영향을 미치는 것으로 나타났다. 셋째, 감정은 만족도에 정(+)의 영향을 미치는 것으로 나타났다. 본 연구를 통해 환경요소는 감정에 영향을 미치는 중요한 요소임을 알 수 있다. 그러므로 장소의 특성에 따라 환경적 요소들에 대한 관리가 요구되어진다. 또한 환경적 요소는 감정을 매개로 만족도에 영향을 미치게 되므로 관광객들의 감정에 부정적 영향을 미치지 않도록 국제여객터미널과 관련된 주체는 대합실 환경에 대한 지속적인 관심과 관광객들의 이용 만족도를 향상시킬 수 있는 환경마련에 노력하여야 할 것이다. The study was to investigate the effect of the environmental factor on the emotion and satisfaction at the waiting lounge of the Busan International Cruise Terminal. This study focus on tourist at the waiting area in the Busan International Cruise Terminal. The data was collected through self-administered questionnaires and the research performed to face-to-face interview. For data analysis, used SPSS 18.0 and AMOS 18.0 of a structural equation model. The results of the study were found as follows: first, the physical environmental factor of the lounge influenced on the positive emotion. Second, the social factor affected the positive emotion. Finally, emotion affected the positive satisfaction. This study suggested that environmental factor was totally affected by emotion and thus environmental management depended on an individual characteristics of the individual place. The port authority will need more efforts to make a better waiting lounge setting for higher tourist satisfaction.
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지각된 대기시간, 수용가능성, 서비스품질평가 간의 구조적 영향 관계
김가령(Gha-Ryong Kim) 한국해양비즈니스학회 2013 해양비즈니스 Vol.- No.25
This study was to investigate the effect of the perceived waiting time on the acceptability and evaluation of service quality at the waiting lounge of the international seaport terminal. The survey was conducted by the outbound tourists leaving the international seaport terminal of Busan from June 16 to June 26. 264, the sample size, was analyzed for the statistical analysis by the Smart PLS 2.0. The results of the study were found as follows: first, the perceived waiting time on the lounge waiting influenced on the negative acceptability of waiting. Second, the acceptability of waiting affected the positive evaluation of service quality at the waiting lounge on the international seaport terminal. Finally, interaction effect of the physical environment factors had an positive effect on the acceptability. This study suggested that the perceived waiting time can control international seaport manager by the physical environment factors. The seaport manager will need more efforts to make a better waiting environment for higher tourist satisfaction and good image. The theoretical and practical implications of these findings are discussed as well.
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공항 이용객의 대기환경이 대기시간지각과 혼잡지각에 미치는 영향
김가령(Gha Ryong Kim),양위주(Wii Joo Yhang) 한국호텔외식관광경영학회 2013 호텔경영학연구 Vol.22 No.3
This study was to analyze the effect of the waiting environments on the perceptions of the waiting time and the crowding. Nine hypotheses were tested to realize the purpose of the study through the literature review. The survey was conducted during July of 2012 at Gimhae international airport. The respondents were sampled from airport users who were ready for waiting for departure. The 234 out of 272 questionnaires were used for analysis. Statistical analyses were done by the EFA(Exploratory Factor Analysis) by PASW Statistics 18.0 and then by the SEM(Structural Equation Modeling), AMOS 18.0. The results found as follows: first, regarding the relationship between the waiting environment and the perceived time, waiting seating condition, spatial density, and social density except ambient condition influenced on the perception of time. Secondly, regarding the waiting environment and the perceived crowding, waiting seating condition, spatial density, and social density except ambient condition influenced on the perception of crowding. Thirdly, the perceived time had a positive effect on the perceived crowding. Conclusion and future research were suggested with issues and limitations from the industrial and academic sides. This research will contribute to suggesting the practical strategy for the airport user satisfaction management by improving the environment of the waiting lounge and preparing for the effective management plan.
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