The Journal of the Korea Contents Association (한국콘텐츠학회논문지)

The Korea Contents Association (한국콘텐츠학회)
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A Service Facilities Evaluation of Inland River Cruise Ship by Pre-Post Comparison Based on IPA Methods

IPA분석방법에 의한 내륙연안 크루즈선의 서비스시설 사전-사후 비교 평가

  • 왕습각 (배재대학교/중국 충칭 교통대학교) ;
  • 장운요 (중국 충칭 사범대학교) ;
  • 박근수 (배재대학교 호텔레저경영학과)
  • Received : 2019.07.17
  • Accepted : 2019.08.12
  • Published : 2019.09.28
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Abstract

From the day of luxurious inland river cruise ship started in Chongqing, China, the controversy is continuous; some people think those luxurious cruise ships on inland river might reduce the experience to enjoy the scenery of the Three Gorges, while some people think, which could improve the experience. In the study, the service facilities provided by luxurious inland river cruise ship will be evaluated by Pre-Post comparison based on IPA methods. After a review of the service facilities provided by luxurious inland river cruise ship running on Three Gorges areas. The tourists who would take the trip were asked to fill an questionnaire to examine the desired service facilities performance, which represents the highest level of the service facilities of the cruise ship that is expected by customers. After the trip, they were asked again to fill another questionnaire to examine the importance of service facilities and the performance of service. Pre-Post comparison would be examined to tell whether there is any change between pre and post experience. IPA would be used to evaluate the service facilities provided by inland river cruise ship. At last, some strategic suggestions to the development of inland river cruise ship are made.

유람선의 운영 초기부터 유람선 관광객의 관광경험에 대한 장단점 논란이 다양하게 제기되었으며 내륙연안호화 유람선이 삼협 풍경을 감상할 수 있는 관광경험의 질을 낮출 수 있다고 하는 주장과, 이와는 반대로 유람선관광을 통해 관광경험을 향상시킬 수 있다는 의견도 제시되고 있다. 이 연구에서는, 호화로운 내륙연안 유람선이 제공하는 서비스 시설에 대해 IPA 방식에 근거한 사전-사후 비교를 통해 평가하고자 한다. 본 논문은 삼협지대를 운행하는 호화로운 내륙연안 유람선이 제공하는 서비스 시설에 대한 분석과 함께 유람선여행을 떠나는 관광객들에게 고객이 기대하는 유람선의 서비스 시설 중 최고 수준을 나타내는 원하는 서비스 시설기능을 조사하기 위해 설문지를 작성하도록 했다. 유람선여행 후에, 관광객들은 서비스 시설의 중요성과 서비스 성과를 검토하기 위해 또 다른 설문지를 작성하도록 다시 요청 받았다. IPA평가방법은 내륙 강 유람선에서 제공하는 서비스 시설을 평가하는 데 사용되었다. 마지막으로 내륙연안 유람선의 개선방안에 대한 몇 가지 전략적 제안이 제시되었다.

Keywords

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