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항공서비스학과 교육서비스 품질 분석 연구 : Kano 모형과 Timko의 고객만족계수를 중심으로

원문정보

A Study on Education Service Quality Analysis of the Department of Aviation Services : Focused on Kano model and Timko CS-Coefficient

이수미

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초록

영어

This study is focused on identifying needs of Aviation service students using the Kano model and Timko CSC, and suggesting the direction for improving the quality of educational services. This sample was defined as first and second grade university students related to the Department of Aviation Services, and 535 valid samples were obtained from survey respondents. Kano model and Timko's CS-coefficient were calculated and visualized using R. Through this study, first of all, 8 were Attractive quality, 7 were One Dimensional quality, and 7 were Indifferent quality from 22 items in total. Second, Attractive quality was classified as 11 in the second grade and 7 in the first grade as a result of classifying the first and second grades using Kano model. Third, the meaning of high position of both Better index and Worse index is 'various benefits for scholarships'. This study shows factors of students' satisfaction and dissatisfaction. Besides, this study will be helpful to improve the quality of educational services by showing the importance of higher quality of educational services for the employment and study.

목차

ABSTRACT
I. 서론
II. 이론적 고찰
1. 교육 서비스품질
2. Kano 품질 이론과 Timko 고객만족계수
3. Kano 모델을 활용한 교육서비스 품질
III. 연구방법
1. 조작적 정의와 설문지 구성
2. 표본 설계, 자료수집 및 분석 방법
VI. 실증분석
1. 표본의 일반적인 특성
2. Kano model을 활용한 교육서비스 품질 분류
3. 교육서비스 품질의 Tinko 고객만족계수(Better지수와 Worse지수)
V. 결론 및 시사점
참고문헌

저자정보

  • 이수미 Lee, soo mi. 경북전문대학교 항공운항서비스과 교수.

참고문헌

자료제공 : 네이버학술정보

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