Earticle

초록

영어

The purpose of this study was to examine service quality of Horse Gala Show by using IPA in order to provide its improvements and suggestions. For this study, Study subjects were horse gala show visitors, They were sampled with the convenience sampling as a sampling method among nonprobability sampling methods. Finally questionnaire survey of them was carried out and the data of 198 respondents (79.2%) were used in study analysis, except the data of 52 respondents whose reliability was problematic. The questionnaire was reorganized by referring to the study from Go & Kim(2009) and Ji(2011) and Go(2009). Cronbach's alpha was .921-.775, and reliability was verified through factor analysis. The data was analyzed by using SPSS 18.0, and frequence analysis, factor analysis, and IPA(Importance Performance Analysis) were conducted. The results of this study were as follows; The first quadrant have 9 factors of service quality - kindness of staff, atmosphere of show, knowledge of staff, comfortable seats, entertainment and ooo of show, advance publicity of show, staff's knowledge of show, event hall guide sign, behavior(conduct) of staff. The second quadrant showed 3 factors - convenience of parking facilities, brochure of show, convenience of rest-room. The third quadrant showed 5 factors - convenient for places to relax, accessibility to event hall, conformance of indoor movement(walking line), the number of staff, manner of staff The fourth quadrant showed 3 factors - providing event for visitor, conformance as horse gala show's place, degree of visitor participation.

목차

Ⅰ. 서론
  1. 연구의 필요성
 Ⅱ. 연구방법
  1. 연구대상
  2. 조사도구
  3. 자료처리
  4. IPA분석
 Ⅲ. 결과
  1. 말갈라쇼 서비스품질 중요도
  2. 말갈라쇼 서비스품질 만족도
  3. 말갈라쇼 서비스품질 중요도만족도우선순위 분석
  4. 말갈라쇼 서비스품질의 IPA 매트릭스 분석
 Ⅳ. 논의
 Ⅴ. 결론 및 제언
 참고문헌
 ABSTRACT

저자

• 박진국 [ Park, Jin-Kook | 한양대학교 ]
• 최준서 [ Choi, Joon-Seo | 한양대학교 ]
• 김상훈 [ Kim, Sang-Hoon | 가천대학교 ]

참고문헌