공항 이용객과 항공사 종사자간 김포국제공항 서비스품질 평가와 만족에 관한

목차

Ⅰ. 서 론
Ⅱ. 이론적 배경
Ⅲ. 연구조사방법
Ⅳ. 분석결과
Ⅴ. 분석결과의 의미와 결론
참고문헌
Abstract

*******서론중에서*******
Ⅰ. 서 론
장거리 여객수송 기관은 수송수단의 개발에 필요한 과학기술의 발달과 교통 인프라의 확충 및 국민소득의 증대에 따라서 다양한 서비스를 제공하게 되었다. 글로벌 시대를 맞이하여 항공여객에 대한 수요가 급증하고 있는 반면 경쟁이 점점 심화되어 최근에 미국의 유수 항공업체인 TWA가 경영난으로 American Air Lines에 합병되었다. 항공산업은 항공기를 보유한 항공여객회사와 공항시설이 같이 조화되어 발달되어왔다. 외국과의 국제적 교류가 점점 빈번해짐에 따라 항공여객산업 뿐만 아니라 공항시설관리 산업도 그 중요성이 점점 더해지고 있고 세계 많은 나라들이 자국공항에 보다 더 많은 항공사를 유치하려고 초현대식의 공항으로 시설들을 확충하였다. 세계 각국의 국제공항들도 벌써 무한 경쟁으로 돌입하고 있는 것이다.


*한글97

본문내용

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A Comparative Study on the Service Quality Evaluation of Kimpo International Airport between Airport Customers and Airline Employees
Chang, Dae-Sung*·Kim, Young-Taek**·Jun, Soon-Ran***
This study was conducted a comparative study to identify the differences in service quality evaluation of Kimpo international Airport between airport visitors and an airliner's employees and critical factors influencing satisfaction of airport customers. According the results of this study, the airliner's employees' evaluation of all service quality factors are lower than those of the airport visitors. In addition, all of service quality factors are evaluated as inferior to those of American, Western european and Japanese international airports by the airport visitors and the employees of one korean airliner. The service factors such as response, safety, airport facilities and geographical location are found as critical factors influencing satisfaction of the airport visitors and the airliner's employees.
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Key Words : international airport, service quality, airport service quality, tangibles, safety
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* Ph.D., Associate Professor, School of Business Administration, Kyonggi University
** Ph.D., Visiting Researcher, Department of Management, University of Nebraska-Lincoln
*** Professional Service Management of Graduate School Kyonggi University

키워드

공항 이용객,   항공사,   김포국제공항