항공사아웃소싱의 서비스품질에 대한 고객만족, 재이용의도간의 영향 연구

• 영문명: Airlines for the quality of service outsourcing customer satisfaction and the impact of reuse research: Airline Ground Services in
• 발행기관: 관광경영학회
• 저자명: 박인실
• 간행물 정보: 『관광경영연구』제13권 제2호, 27~60쪽, 전체 34쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2009.06.30

영문 초록

Under such external circumstances as a more serious competition due to therestriction-relief policy of the airline industry in each country, the oil price rise uncontrolled by airlines and international conflicts, all the airlines have confronted difficulties. As a result, the airlines have to make customers satisfied through better service while reducing the operation expenses by outsourcing various kinds of human services which were provided with their own work for before. Even though such a phenomenon wouldn’t be a fatal problem to other industries which value the cost reduction as the only competitive factor, in the industries such as airlines or department stores where customer satisfactions greatly depends on the quality of service, they cannot avoid such a fundamental aspect as the quality of service. The purpose of this study is to analyze the effects of the outsourcing-service quality level on the customers’ satisfaction and revisit intention by measuring customers’ evaluations when using the outsource service before boarding the flights. The results of verifying the research case suggested in the study are as follow: Firstly, the quality of outsourcing-service provided by airlines was found to have a significant effect on the customers’ satisfaction with the material service higher than the human service. Secondly, the quality of outsourcing-service provided by airlines was found to have a significant effect on the customers’ revisit intention with the material service higher than the human service. Thirdly, the customers’ satisfaction about the quality of outsourcing-service provided by airlines was found to have a significant effect on their revisit intention, which indicates the more satisfied customers are with the overall service, the more likely they are to revisit the airlines. The reason why the material service showed high values was that the customers paid more attention to the material service which has strong tangibility while not finding any differences in the human service. Accordingly, it is recommended to develop our airline’s own particular human service differentiated from the fixed service forms of other airlines or find the strong points in the process of our airline’s service and provided service that customers want so that they may turn into loyal customers from revisit-customers. In another aspect, it is necessary to take notice of the result that the human service is rated lower than the physical service of airline outsourcing service providers. According to this result, it is important to enhance the quality of receptionists such as their language use, manner of speaking, and countenance in order to improve the service level of the employees. Moreover, regular employee training is also requisite so that they can be customer-oriented and cultivate their service mind.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅴ. 분석결과

참고문헌

키워드

Outsourcing-service provided by airlines The quality of service Customers’satisfaction Revisit intention