Air Cargo Service Quality Evaluation of Airlines : Based on SERVQUAL and SERVPERF

Transcription

1 : SERVPERF, Air Cargo Service Quality Evaluation of Airlines : Based on and SERVPERF ARim Park, Hun-Koo Ha University of INHA, Graduate School of Logistics

2 Ⅰ 1 Ⅱ Ⅲ SERVPERF 6 3, SERVPERF 7 Ⅳ ) 8 2) 9 3) Ⅴ ) 11 2) SERVPERF 13 3) 14 4) SERVPERF Ⅶ 19 20

3 < 1-1> IATA 1 < 3-1> 5 < 3-2> 4 7 < 4-1> 4 10 < 5-1> 11 < 5-2> SERVPERF 13 < 5-3> 14 < 5-4> SERVPERF 16 < 5-5> 18

4 ,, SERVPERF,, SERVPERF 4,, ( JAL) ,,, 4,, 3, SERVPERF

5 Ⅰ IATA 1) % < 1-1> IATA average per year , SERVPERF,, 1

6 SERVPERF 4 Ⅱ 1, Analytical Hierarchy Process(AHP), fuzzy, Quality Function Deployment(QFD) (2003) AHP, (2007)

7 ,, 3, (2009) Skyteam,,,, 5,,,, 2 (2009),,,,, AHP DHL, UPS, EMS, FedEX and TNT 2, 3

8 ,,, JAL, SERVPERF 4, SERVPERF 4, Ⅲ 1, 4

9 Berry,1985) Zeithaml and Berry (Parasurman, Zeithaml and 1988 Parasurman, 5 : (Tangible), (Reliability), (Responsiveness), (Assurance), (Empathy) < 3-1>,,,, < 3-1>

10 ,, 2 SERVPERF Cronin Taylor(1992) SERVPERF 6

11 3, SERVPERF SERVPERF, SERVPERF Cronin Taylor SERVPERF Gap SERVPERF SERVPERF SERVPERF, SERVPERF < 3-2> 4 = - SERVPERF = ( - ) = SERVPERF = 7

12 , SERVPERF,, SERVPERF Ⅳ 1 1),,, 5,

13 2) , ) 4 4, SERVPERF 2) 4 2) 총합고정척도법 : 응답자들에게 100 점을가지고항목별로점수를할당하게함 9

14 < 4-1> 4 4 (Supply ability) (Reliability) (Responsiveness) (Security&Safety) 2,, ( JAL) ,, 159 ( JAL),, 10

15 Cronbach α SPSS Ⅴ 1 1) < 5-1> / X X X X X X X X X X X X X X Kaiser-Meyer-Olkin % Alpha

16 Bartlett < 5-1>, % 1 (0829), (079), ( ) (0762) (0746), (EDI )(0675), ( )(0662), (, ) (0649) % 15% , KMO 0836, Bartlett 12

17 Bartlett p 005 Bartlett p 0 KMO, ) SERVPERF < 5-2> SERVPERF / SERVPERF X X X X X X X X X X X X X X % Alpha

18 Kaiser-Meyer-Olkin Bartlett < 5-2> SERVPERF, %,, KMO 0921, Bartlett p 0, 07 08, SERVPERF SERVPERF 3) < 5-3> / % Alpha 14

19 X X X X X X X X X X X X X X Kaiser-Meyer-Olkin 0781 Bartlett < 5-3> 4 66% 14, % 20% KMO 0781 Bartlett p 0 07 SERVPERF 15

20 , KMO SERVPERF 4) SERVPERF < 5-4> SERVPERF / SERVPERF X X X X X X X X X X X X X X % Alpha Kaiser-Meyer-Olkin 0787 Bartlett > SERVPERF < 16

21 SERVPERF 4 88% 4,, KMO 0787, Bartlett p 0, 2, SERVPERF, SERVPERF SERVPERF ( %),, ( ), ( ) 3 < 5-5> ( ) 65% SERVPERF 77%, 083, %, 17

22 080, 040, SERVPERF SERVPERF 87%, 093, Cronin Taylor(1992) SERVPERF < 5-5> SERVPERF SERVPERF ( ) ( ) ( ) ( ) 060 3, 18

23 SERVPERF 4 Ⅶ,, 19

24 ,,, SERVPERF 4,,, SERVPERF,, SERVPERF 4,, 3, SERVPERF SERVPERF 20

25 [1] ㆍ, -, 19 2 (2004), pp35-61 [2] ㆍ ㆍ, - -, 8 3 (2010), pp [3], : Skyteam Cargo,, (2009) [4] ㆍ, : AHP, KOREA LOGISTICS REVIEW, Vol19, No2 (2009), pp [5],, 5 1 (2003), pp [6] ㆍ, SERVPERF,, (2002) [7] ㆍ, Pool SERVPERF,, Vol13 No2 (2011) pp [8] ㆍ, SERVPERF, (2003), pp [9],,, 31 4 (2003), pp36-54 [10] ㆍ,,, 22 21

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