공항시설 이용고객의 고객불평행동과 고객만족 요인분석: : 특수경비원들을 중심으로 = Analysis of Factors of Airport Facilities Users`Customer Complaints Action and Customer Satisfaction: Focused on the Airport Special Guard`s

다국어 초록 (Multilingual Abstract)

Pupose: This study aims at analyzing factors of airport facilities users’ customer complaints action and satisfaction. Methods: General citizens using Incheon International Airport facilities in 2013 were selected as a population and the number of cases used for final analysis using cluster random sampling is total 434 people. The questionnaire used for the study was composed of total 26 items and using SPSSWIN 18.0, factor analysis, reliability analysis, independent sample t-test, one-way ANOVA. The reliability of the questionnaire sheet was indicated to be over αα=.798. =.The findings are as follows. Conclusion: First, there is difference in customers’ complaints according socio-demographical features. For pursuit of compensation by sex in case of customers’ complaint action, public action and pursuit of compensation by female, aga ena dschool background is high in the age class of their 20s and the group of over graduate school and public action, pursuit of compensation and private action by job is high in students’ group, public action and private action by airport use times is high in the group using over 6 times, pursuit for compensation is high in the group using 2 or 5 times and public action by monthly income is high in the group of over 5.0 million won. Second, in case of customers’ satisfaction, satisfaction with use decision by school background is high in the group of over graduate school, satisfaction with service composition by airport use times is high in the group experiencing one time use. TThird, hird, customers’ complaint action has an effect on satisfaction with use decision. That is, the more pursuit action for compensation is shown, the more satisfaction with use decision is increased, while the more private action is shown, the lower satisfaction with use decision is shown. Fourth, customers’ complaint action has an effect on satisfaction with service composition. That is, the more compensation pursuit action is shown, the more satisfaction with service composition is increased, while the more private action is shown, the lower satisfaction with service composition is shown.

참고문헌 (Reference)

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