항공사 정보기술서비스의 중요도 성과 연구

Passenger's perceived importance and performance of airline's information technology service

With a development of Information Technology, airlines have acquired a powerful competitive service and a cost cut using Information Technology service. The key factors of airline IT service provided to passengers are how important passengers feel about using IT service and how much they are satisfied with the service comparing with other general IT service at present. Therefore, the purpose of this study is that passengers can find different feeling between before using IT service and after using IT service. Through IPA analysis, this study has proved the importance and satisfaction of airline IT services. The result of analysis shows that basic IT services such as internet booking, usage of e-tickets, internet check-in and searching airline web sites are still in “keep up the good work” sector which airlines should try to maintain its quality because both importance and satisfaction are high score. As other three sectors of diagram have their own individual characteristics, it is necessary to take a further reaction with consideration that they imply. The result of this study can help for airlines to improve service quality to achieve their marketing target.