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2

항공사아웃소싱의 서비스품질에 대한 고객만족, 재이용의도간의 영향 연구 -항공사 지상서비스중심으로

박인실

관광경영학회 관광경영연구 제13권 제2호 통권 39호 2009.06 pp.27-60

※ 기관로그인 시 무료 이용이 가능합니다.

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.

7,600원

3

제주도게스트하우스이용객의 지각 가치가 인적서비스 품질과 고객충성도에 미치는 영향 연구

박인실, 김주희

한국호텔리조트학회 호텔리조트연구 제18권 제1호 2019.02 pp.19-37

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This study was conducted to understand the impact of perceived value of Jeju guest house users on human service quality and customer loyalty. A survey was conducted on Korean travelers using guest houses on Jeju Island. The survey was conducted from March 1, 2018 to May 31. A total of 350 questionnaires were collected, with the exception of 37 poorly written questionnaires, the final 313 were used for empirical analysis. The collected questionnaires were tested for reliability and validity using the SPSS 20.0 Statistical Package Program, and the probative factorial analysis and multiple regression analysis were conducted to test the impact relationships among perceived value, human service quality, and customer loyalty variables. Studies show that perceived value has a positive effect on human service quality. Perceived values also showed a positive effect on customer loyalty. The quality of human service has a positive effect on customer loyalty These results suggest that Jeju guesthouse users will be able to increase their competitiveness by staying around the clock and placing a lot of value on the staff who provide services to them, and hiring employees and conducting service education.

5,400원

4

항공사 서비스품질이 서비스만족, 항공사이미지에 미치는 영향 : 국적항공사의 국제선 이용승객 대상으로

박영식, 박인실

관광경영학회 관광경영연구 제22권 제7호 통권 86호 2018.12 pp.777-796

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This study was designed to identify the relationship between the service quality of airlines(human and physical service quality, and systemic service quality) on the satisfaction of the service and the image of airlines on national airlines. The purpose of the study is to present strategic implications for the differentiated and competitive airline's service policies to provide the basic information necessary to establish strategies for international flights by national airlines and to improve ongoing customer maintenance. As a result of the analysis, first of all, the impact of the airline's international service quality and service satisfaction on the airline's international flights was having a positive influence. They also tend to be consistent with previous research results. Second, the existing research results are consistent with the existing research results, as both the satisfaction of the international service of the nationality airline and its impact on the airline's image are also affected. Third, the existing research results are consistent with the existing research results, as the quality of service of the international airline of the nationality airline and its relationship with the airline's image are affected. These results suggest that the human service quality, systemic service quality, and material service quality of the airline should be recognized as the top priority in order to secure loyal customers through satisfaction of the service. It also suggests that national airlines alone need differentiated and competitive service marketing to generate profits on international routes.

5,500원

5

5,400원

6

유학생의 관광관여도, 관광지선택속성, 행동의도간의 관계 - 재한 중국인 유학생 대상으로 -

박인실, 김미정

한국호텔리조트학회 호텔리조트연구 제15권 제3호 2016.08 pp.269-289

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The purpose of this study was to empirically analyze the effect of level of involvement on destination selection attributes and behavioral intention of Chinese international students in 4-year universities in Deajeon City, Korea. For this purpose, this study conducted questionnaire survey on 168 Chinese international students in 4-year universities in Deajeon City, which was analyzed by SPSS 22.00. In order to verify hypotheses of the study, level of involvement was classified into 3 factors of interest, significance and self-expression and destination selection attributes were classified into 4 factors of price/information, transportation, shopping/recreation and program, and multiple regression analysis was conducted to investigate their relationship with behavioral intention. As the result of verification of the first hypothesis, level of involvement had effect on selection attributes for price, information, transportation, shopping/recreation and program of the tourist destination and had significant importance on price/information factor. In the second verification of hypothesis, level of involvement had effect on price, information and transportation among destination selection attributes. These results means that Chinese international students choose tourist destinations after collecting information on price, information, transportation, shopping/ recreation and program for long period of time and that approachability, economic feasibility, information, safety of transportation, kindness have effect on behavioral intention for re-visitation or recommendation. Therefore, in order to induce them to revisit or recommend Korea for a tourist destination, it is necessary to find out problems and correct them on the internet or tour guide books regarding approachability, economic feasibility and information on destinations in Korea, transportation means, safety, price and accommodations. This study is significant in meaning in that it provides valuable reference material in preparing strategies to vitalize tourism in Korea as a tourist destination for Chinese students.

5,700원

7

자민족 중심주의와 서비스 유형에 따른 호텔 및 항공서비스의 브랜드 원산지효과 연구

안대천, 김미정, 박인실

한국호텔리조트학회 호텔리조트연구 제14권 제4호 2015.11 pp.333-353

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In an effort to delve into the effect of brand image of country-of-origin in the context of hotel and airline industry, this study examines its effect on attitudes toward brand, focusing on the moderating role of ethnocentrism and service category. The results from an online survey with a convenience sample of 435 Chinese respondents show that brand image of country-of-origin has a direct, positive effect on brand attitudes. In addition, the brand image effect is found to be stronger for those exhibiting a higher level of ethnocentrism than others, and the brand image effect is also stronger for hedonic service(low-cost carrier) than for utilitarian service(high-end hotel service). For hotel and airline marketers, these findings reiterate the importance of brand image of country of origin and suggest differentiated marketing and communication strategies across ethnocentrism-based market segments. Findings also suggest that marketers of hedonic services need to place more emphasis on the utilization of brand image-based strategies, as compared with utilitarian services.

5,700원

8

국내 저비용항공사의 객실서비스품질, 고객만족, 충성도와의 영향관계

박영식, 박인실

[Kisti 연계] 한국항공운항학회 한국항공운항학회지 Vol.25 No.4 2017 pp.101-110

협약을 통해 무료로 제공되는 자료로, 원문이용 방식은 연계기관의 정책을 따르고 있습니다.

This research identifies the relation between the quality of cabin service(personnel and material services) in Korean low-cost airlines and resulting customer satisfaction and loyalty. Its aim is to provide low-cost airlines' international flights with basic information when building strategies, and to suggest a strategic implication for an original and competitive cabin service policy that can enhance customer retention. As a result of the analysis, first, hypothesis 1 on relation between the quality of Korean low-cost airlines' cabin service and customer satisfaction was all valid. Moreover, it was coherent with the results of previous researches. Second, hypothesis 2 on relation between the quality of Korean low-cost airlines' cabin service and customer satisfaction was also valid and coherent with previous studies. Third, hypothesis 3 on relation between customer satisfaction and loyalty was valid and coherent with existing studies. Consequently, this research suggests that in order to achieve the continuous retention of loyal customers through customer satisfaction, the quality of personnel and material service has to be considered primarily. In addition to that, this research also suggests that the original and competitive service marketing of low-cost airline is necessary for an airline to continue its profit-making.

원문보기
9

경동맥 혈전 유발 동물모델을 이용한 한약재 추출물의 효능 검색

박인실, 이기모, 이인선, 한재일, 전원경

[Kisti 연계] 대한본초학회 대한본초학회지 Vol.28 No.5 2013 pp.33-38

협약을 통해 무료로 제공되는 자료로, 원문이용 방식은 연계기관의 정책을 따르고 있습니다.

Objectives : The aim of this study was to examine anti-thrombotic effect of traditional herbal extracts in a rat model of ferric chloride ($FeCl_3$)-induced carotid arterial thrombosis. Methods : Thirty minutes prior to a 35% $FeCl_3$ application, Sprague Dawley(SD) rats were injected with the 10 types of traditional herbal extracts (100mg/kg, intraperitoneal injection), respectively. The effect of these herbal extracts was examined for time to occlusion(TTO) using the Laser doppler flow meter and measured for thrombus weight (TW) in $FeCl_3$-induced thrombosis model. Results : In the TTO, Salvia miltiorrhiza (Sm, $2.30{\pm}0.28$ min, p<0.001) and Santalum album (Sa, $2.19{\pm}0.19$ min, p<0.001) showed significantly delayed TTO more than twice compared with Saline-treated group. Cnidium officinale (Co), Psoralea corylifolia (Pc), Scutellatia baicalensis (Sba), Panax notoginseng (Pn), Angelica tenuissima (At), Scrophularia buergeriana (Sbu), Rhus verniciflua (Rv) and Picrasma quassioides (Pq), except for Rhus verniciflua (Rv) also meaningfully impeded TTO more than one fold. In addition, Salvia miltiorrhiza, Santalum album, Cnidium officinale, Psoralea corylifolia and Scutellatia baicalensis significantly reduced TW more than 10% compared with Saline-treated group. Especially, Salvia miltiorrhiza and Santalum album showed the most excellent anti-thrombotic effect among the 10 herbal extracts tested on the restoration of altered TTO and TW. Conclusions : These results suggest that Sm and Sa extracts have outstanding anti-thrombotic effect in $FeCl_3$-induced thrombosis model and is potentially useful as herbal medicines for the treatment and prevention of thrombosis.

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