항공사 서비스 품질에 관한 연구동향 분석

Research Trends in Service Quality in Airline: 1995year-2017year

The purpose of this study was to summarize trends of research related with service quality of the domestic aviation industry to date and to review further necessity for research on service quality. Using local journal search site (Kiss, DBpia), the study examined with the keyword of “Airline service quality” on each journal published from 1995 through the first half in 2017. The study used 142 treatises finally suiting the research purpose, excluding those that were hard to classify due to ambiguity of research notes, academic presentation treatises and contents during the search process. This study classified the related contents by current status of each published period, published journal, methodology, survey method, statistical analysis technique, presented year, research target, influence factor, sample and used airline. Through content analysis, the study sought to identify research trends of 'airline service quality'. The findings of the study can be summarized as follows. First, the majority of treatises used for analysis were published in registered journals, with quantitative methodology being far more than qualitative one. Questionnaire surveys most adopted methodology by the theme, while t-test, AMOS, regression analysis were very often used as statistical analysis method. Second, during the discussion of those studies, influence factors on airline service quality were principally loyalty intention, behavioral intention and reuse intention, The studies didn't limit any specific airlines while surveying passengers of airlines and also had a high ratio of research on service quality of the whole airlines.