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도심공항터미널 이용자의 지각된 서비스 품질요인과 고객만족에 관한 실증적 연구 -코레일 공항철도 서울역터미널을 중심으로-
박혜윤 ( Hye Yoon Park ),김민수 ( Min Su Kim ) 한국항공경영학회 2011 한국항공경영학회지 Vol.9 No.2
KARST(KORAIL Airport Railroad Seoul station & Terminal) has placed great emphasis on providing quality value and service to their various customer groups. To improve perceived value and quality of service, it is also important to identify how various customer groups perceive value of the KARST and services differently based on their demographic variables. In this regard, the main objective of this study is to investigate the relationships among the constructs of perceived value, service quality, and customer satisfaction of KARST. The on-site survey was administered and a total of 380 surveys were randomly distributed. A total of 342 complete surveys were used for the data analysis and the data were analyzed using SPSS Win 18.0. According to the findings, the perceived value and service quality factors indicated that the overall perceived value had statistically significant relationships with the following service quality factors: Assurance, Empathy, Responsiveness, and Reliability. These results can be used to enhance the overall perceived value of the visitors to the KARST and it is important to imagine how KARST would deliver caring and individualized attention to their various customer groups.
항공사 서비스품질이 브랜드 이미지, 브랜드태도에 미치는 영향과 항공사 유형에 따른 인식의 차이에 관한 연구
박혜윤(Hye-Yoon Park) 한국콘텐츠학회 2016 한국콘텐츠학회논문지 Vol.16 No.6
본 연구는 나날이 다양화 되어 가는 항공사들을 대상으로 항공사의 서비스품질과 브랜드이미지, 브랜드 태도 그리고 재이용 의도와의 영향을 알아보고자 하였다. 항공사의 서비스품질은 유형적인서비스, 무형적 서비스, 인적서비스인 세 가지 차원으로 나누어 파악하였으며, 고객들이 갖게 되는 브랜드이미지, 브랜드태도에 어떠한 영향을 미치는지 파악하고, 이러한 브랜드이미지와 브랜드태도가 재이용의도에 어떠한 영향을 갖게 되는지 실증분석을 통해 파악하였다. 또한 항공사의 유형(FSC와 LCC)에 따른 이용객의 인식하는 유형적·무형적서비스, 브랜드이미지, 브랜드태도, 재이용의도의 차이와 서비스품질과 브랜드이미지, 서비스품질과 브랜드 태도의 관계에서 항공사 유형의 조절효과를 실증적으로 검증하였다. 실증분석 결과, 항공사의 서비스품질 중 유형적서비스, 무형적서비스, 인적서비스는 브랜드이미지, 브랜드태도에 정(+)의 영향을 미치는 것으로 나타났으며, 브랜드이미지와 브랜드태도 또한 재이용의도에 중요한 영향을 미치는 것으로 나타났다. 또한 항공사의 서비스품질은 인적요소가 가장 중요한 것으로 나타났다. 마지막으로 서비스품질과 브랜드이미지, 서비스품질과 브랜드 태도의 관계에서 항공사 유형은 순수 조절작용을 하는 것으로 나타났다. 이러한 실증분석의 결과, 항공사 유형에 따라 승객들은 항공사를 선택할 때 항공사의 서비스품질 뿐만 아니라 자신의 경험과 구전, 인지된 이미지에 대한 정보 등을 통해 형성된 브랜드이미지, 브랜드 태도가 재이용의도에 영향을 미치게 되므로 항공사마다 차별화 되고 개성 있는 서비스전략을 고안해 낼 필요가 요구되며, 항공사 인적자원을 위한 선발, 관리, 교육훈련이 매우 중요하다는 근거를 제시하였다. This research has analyzed the influences of Service quality on Brand image, Brand attitude and Behavioral intentions. And it is also investigate how is brand image and attitude effects behaviors on customers to choose airline. This research have valuable data in order to establish the strategy how airlines can introduce themselves to customers. Based on the statistic results, We are able to find out the meaningful differences. Airline’s Service Quality cause the positive influences on brand image, brand attitude and behavioral intentions. This research has several implications such as what kind of strategies airline needs focused on in order to improve passenger’s satisfaction.
論文(논문) : 도심공항터미널의 시스템 및 정보 품질에 관한 연구 -KARST를 중심으로-
박혜윤 ( Hye Yoon Park ),박소연 ( So Yeon Park ),김민수 ( Min Su Kim ) 한국항공운항학회 2013 한국항공운항학회지 Vol.21 No.2
The purpose of the research was to examine how the quality of service provided by the employee and KARST dealing with the quality of the systems and the information systems affect the satisfaction of the users. Second purpose was to find out which of three factors play greater or lesser roles in affecting the customers of the KARST by examining customer satisfaction and the causal relationship between them so that it can aid in finding areas that need to be further developed or improved when designing and operating airports as well as improve customer service by KARST employees.
박혜윤(Hye Yoon Park) 대한신경정신의학회 2021 신경정신의학 Vol.60 No.1
Coronavirus disease-19 (COVID-19) caused by a new emerging virus, severe acute respiratory syndrome coronavirus 2 (SARS-CoV-2), led to a major public health crisis worldwide, including Korea in 2020. Infected people may experience a wide spectrum of COVID-19-related physical and mental symptoms and psychosocial difficulties, including abrupt isolation, being blamed by others, death of a loved one by COVID-19, and financial loss. Although the data is limited so far, a recently growing number of studies suggest that the mental health of COVID-19 patients could be negatively affected in terms of anxiety, depression, post-traumatic stress symptoms, and cognitive impairment during the treatment and even after the cure. The severity of the disease, previous psychiatric history, and perceived stigma might be risk factors, while social support might be a protective factor. Quarantined people without COVID-19 also can have mental health issues from loneliness to suicidality according to their condition and experiences during isolation. With increasing interest in COVID-19-related mental health issues, psychosocial support is an essential part of care for the infected and the quarantined. Furthermore, respect for human rights, including efforts to respect individual vulnerability and reduce stigma and discrimination, and building social trust could be potent preventive measures for mental health in the pandemic crisis. Well-designed studies will be needed to identify the short- and long-term effects of COVID-19 on mental health in those groups and develop effective strategies.