서비스청사진의 실수가능점 분석을 통한 항공사 기내서비스의 고객 불만 분석

초록

Management of customer dissatisfaction continues to be an important topic in the airline industry. Although there is an increasing demand, studies on customer dissatisfaction are not enough especially in the airline industry. The objective of this study is to provide airline managers with theoretical insight into identifying some categories of customer dissatisfaction and differences correlated with demographic variables. In this study, customer dissatisfaction was investigated through an analysis of service blue print and statistical analysis such as factor analysis and one way ANOVA. As a result, customers dissatisfaction was categorized into 7 factors: unskilled operation, service attitude of flight attendant, first impression, food and beverages, cabin environment, and entertainment. Also, dissatisfaction was significantly correlated with demographic variables such as age, job, travel purpose. This study has some distinctions with previous studies as below: (1) employed service blueprint (2) introduced new factors of customer dissatisfaction such as first impression, cabin environment. Proposed study may help airline company to manage customer dissatisfaction and to avoid customers leaving.

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