항공관련학과 대학생들이 인식하는 항공실습실의 물리적 환경 중요도-만족도 분석

Importance-Satisfaction Analysis of Servicescape of Mock-up Room: A Case Study of University Students in Airline Service Department

Surveying 172 students majoring in airline service at three universities in Choongchung province, this study attempted to delineate the underlying dimensions of Mockup Room Servicescape(MRS) and to compare their perception of the importance of mockup room attributes and their satisfaction level. Factor analysis of 20 attributes identified four dimensions of mockup room attributes such as practice environment, practice facilities, layout, and class facilities. IPA indicated that schools should make every efforts to improve room structure, emergency equipments, diversity of service equipments, in-flight announcement facilities, and diverse types of class seats for passengers. The study concluded with the implications of the results and suggests some future research topics.