Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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A Study on the Improvement of Airline Educational Service Quality Factors using PCSI Index : Focusing on K-airline

PCSI Index를 이용한 교육서비스품질 요인 개선 방안에 관한 연구 : K-항공사를 중심으로

  • Kim, MinKyo (Korean Air) ;
  • Kim, YounSung (Department of Business Administration, Inha University) ;
  • Lim, SungUk (Department of Industrial & Management Engineering, Daejin University)
  • Received : 2020.02.05
  • Accepted : 2020.05.07
  • Published : 2020.06.30
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Abstract

Purpose: The purpose of this study is to measure the Airline Educational Service Quality and to find ways to improve the priority factors that need improvement. Methods: The 267 collected data from the survey of K-airline calculate the Potential Customer Service Improvement Index based on the Kano Model, Timko Customer Satisfaction Index and conduct Focus Group Interview. Results: The satisfaction of Airline Educational Service Quality can be improved if instructor operations are intensively managed considering field experience and contents that can be applied in the field. Conclusion: This study would provide useful information about Airline Educational Service Quality and can be applied to map out strategies to improve the satisfaction of the Airline Educational Service.

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References

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