: SERVPERF, Air Cargo Service Quality Evaluation of Airlines : Based on and SERVPERF ARim Park, Hun-Koo Ha University of INHA, Graduate School of Logistics
Ⅰ 1 Ⅱ 2 1 2 2 3 Ⅲ 4 1 4 2 SERVPERF 6 3, SERVPERF 7 Ⅳ 8 1 8 1) 8 2) 9 3) 9 2 10 Ⅴ 11 1 11 1) 11 2) SERVPERF 13 3) 14 4) SERVPERF 16 2 17 3 18 Ⅶ 19 20
< 1-1> 2011-2015 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
,, SERVPERF,, SERVPERF 4,, ( JAL) 2012 8 1 8 30,,, 4,, 3, SERVPERF
Ⅰ 2009 5 IATA 1) 10 524% < 1-1> 2011-2015 IATA 2011 2012 2013 2014 2015 2011-2015 average per year 17 45 58 59 55 47, SERVPERF,, 1
SERVPERF 4 Ⅱ 1, Analytical Hierarchy Process(AHP), fuzzy, Quality Function Deployment(QFD) (2003) AHP, (2007)
,, 3, (2009) Skyteam,,,, 5,,,, 2 (2009),,,,, AHP DHL, UPS, EMS, FedEX and TNT 2, 3
,,, JAL, SERVPERF 4, SERVPERF 4, Ⅲ 1, 4
Berry,1985) Zeithaml and Berry (Parasurman, Zeithaml and 1988 Parasurman, 5 : (Tangible), (Reliability), (Responsiveness), (Assurance), (Empathy) < 3-1>,,,, < 3-1> 5 22 5
,, 2 SERVPERF Cronin Taylor(1992) SERVPERF 6
3, SERVPERF SERVPERF, SERVPERF Cronin Taylor SERVPERF Gap SERVPERF SERVPERF SERVPERF, SERVPERF < 3-2> 4 = - SERVPERF = ( - ) = SERVPERF = 7
, SERVPERF,, SERVPERF Ⅳ 1 1),,, 5, 5 27 8
2) 2012 7 1 7 10 10 10 17, 9 27 14 3) 4 4, SERVPERF 2) 4 2) 총합고정척도법 : 응답자들에게 100 점을가지고항목별로점수를할당하게함 9
< 4-1> 4 4 (Supply ability) (Reliability) (Responsiveness) (Security&Safety) 2,, ( JAL) 2012 8 1 8 30 1,, 159 ( JAL),, 10
Cronbach α SPSS Ⅴ 1 1) < 5-1> / X7 0829 0234 0111 0167 X6 079 0176 0181 0197 X9 0762 0217 029 0215 X1 0281 0746 0232 0034 X3 015 0675 0317 017 X5 0079 0662-0032 0208 X2 0371 0649 0155 0265 X14 0126 0015 081 029 X13 0241 0194 0779 0171 X12 0169 0237 0708 0016 X10 0237 009 0021 0813 X11 033 0224 0164 0639 X4-0197 0355 0321 0596 X8 0283 0172 024 0587 Kaiser-Meyer-Olkin % Alpha 2524 1803 1803 086 2311 1651 3454 0754 2262 16157 50697 077 2141 15291 65987 0723 0836 11
Bartlett 993411 0 < 5-1>, 4 4 66% 1 (0829), (079), ( ) (0762) 3 1 2524 2 (0746), (EDI )(0675), ( )(0662), (, ) (0649) 4 2 2202 2 63% 15% 2 2 3 3 4, 3 4 4 KMO 0836, Bartlett 12
Bartlett p 005 Bartlett p 0 KMO, 4 07 2) SERVPERF < 5-2> SERVPERF / SERVPERF X1 0798 0339 0149 0186 X3 0784 014 0242 022 X2 0762 0243 0282 0187 X11 0673 0451 0263 0108 X8 061 0295 0278 0241 X10 0449 0253 0397 0443 X14 0402 0755 0198 0041 X12 0166 0751 0123 0388 X13 0446 068 0343 0124 X9 0387 0617 0493 0138 X6 0223 0274 0849 0155 X7 0389 018 079 0135 X5 0267 005 0059 087 X4 0138 0463 0279 0687 % Alpha 3686 26329 26329 0905 2849 2035 46679 0879 2305 16463 63143 0842 1843 13164 76306 0717 0921 13
Kaiser-Meyer-Olkin Bartlett 1578525 0 < 5-2> SERVPERF, 4 14 76%,, KMO 0921, Bartlett p 0, 07 08, SERVPERF SERVPERF 3) < 5-3> / % Alpha 14
X1 0765 0109 0158 0142 X2 0748 0297 0067 0151 X3 0703 0154 0175 01 X4 0661-0005 0084 0138 X5 0659 0043 0019 0034 X7 0126 0896 0101 0109 X6 0082 0891 0146 0073 X8 0254 05 0166 0292 X14 0052 0171 0839 0111 X13 016 0265 0832 0065 X12 018 001 0823 007 X10 0131 0116-0004 0851 X11 0207 0147 0156 0832 X9 0164 0515 0248 0515 2744 19602 19602 078 2361 16867 36469 0823 2286 16325 52795 0823 188 13429 66224 0745 Kaiser-Meyer-Olkin 0781 Bartlett 951499 0 < 5-3> 4 66% 14, 2744 66% 20% 2 3 3 3 4 3 KMO 0781 Bartlett p 0 07 SERVPERF 15
, KMO SERVPERF 4) SERVPERF < 5-4> SERVPERF / SERVPERF X1 0964-0018 0032 0025 X2 0952-0006 0037 0021 X3 0945 0001 0003 0079 X5 0907-0069 -0032-0031 X4 0902 0123 0039 0031 X13-0019 0964-0088 0022 X12 0014 0963-0074 -0031 X14 0026 0944-0133 -0009 X9 0077-0026 0939 0114 X11-0007 -0131 0932 0078 X10-001 -0138 0923 0053 X7-0013 -0025 0162 0911 X6 004 0074 0192 0878 X8 0061-0062 -0097 0874 % Alpha 4377 31265 31265 0963 2815 20109 51374 087 2711 19366 7074 0936 2397 1712 87861 096 Kaiser-Meyer-Olkin 0787 Bartlett 2462034 0 5-4> SERVPERF < 16
SERVPERF 4 88% 4,, KMO 0787, Bartlett p 0, 2, SERVPERF, SERVPERF SERVPERF ( %),, ( ), ( ) 3 < 5-5> ( ) 65% 078 044 SERVPERF 77%, 083, 060 68%, 17
080, 040, SERVPERF SERVPERF 87%, 093, 060 3 4 Cronin Taylor(1992) SERVPERF < 5-5> SERVPERF SERVPERF 6599 078 ( ) 044 7788 083 ( ) 060 6868 080 ( ) 040 8786 093 ( ) 060 3, 18
SERVPERF 4 Ⅶ,, 19
,,, SERVPERF 4,,, SERVPERF,, SERVPERF 4,, 3, SERVPERF SERVPERF 20
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