항공서비스 전공 학과의 교육서비스품질 내실화 방안을 위한 QFD기법 적용 연구

• 영문명: A Study on the Application of Quality Function Deployment for Enrichment of Educational Service Quality in Dept. of Airline Service
• 발행기관: 한국관광학회
• 저자명: 이소영 차현수 이형룡
• 간행물 정보: 『관광학연구』제38권 제10호, 245~264쪽, 전체 20쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2014.12.31

영문 초록

A growing number of universities have established an Airline Service Department, which reflects the importance of efforts by the universities to enhance their competitiveness, given the fact that the number of high school graduates is on the steady decline. This study aims to develop strategies to increase the quality of education by meeting practical and specific needs of students majoring in Airline Service. To that end, Quality Function deployment (QFD) methods have been adopted. Critical to Quality (CTQ) were derived from the House of Quality (HOQ) which is the first and most influential phase of the QFD system. The strategies are as follows: (1)Apply rules that maintain proper formal salutation, attitude and right posture. (2)Create curricula that combine theory and practice. (3) Ensure that the curricula are linked to students' future career and professors keep track of students' progress. (4) Give feedback to students on the basis of the results of mock interviews and the analysis of video tapes. (5)Enforce the appearance check system to meet the standard of airlines.

목차

I. 서론

II. 이론적 배경 및 선행연구 고찰

III. 연구 설계

IV. 실증분석

V. 결론

참고문헌

키워드

항공서비스 전공 교육서비스품질 품질기능전개 품질전개표 핵심품질요소 Dept. of airline service Educational service quality QFD: quality function deployment HOQ: house of quality CTQ: critical to quality