항공안전 서비스품질 지각(ASSQP) 척도 개발

Abstract

Although the factors related to safety and security have been found to be the key factors that can contribute to improving the service quality of airlines, the tools that systematically measure only safety-related service quality of airlines remain untapped. In other words, to keep up with the stream of increased discussions and interests about safety, scale system that measures specific and unifying safety-related service quality of individual airlines is needed. Therefore purpose of this study is to develop the Air Safety Service Quality Perception(ASSQP) scale of passengers for sustainable airline management based on the concept of air safety. In this study, the ASSQP was proposed in three qualities, Ground safety service quality, Flight safety service quality, and Management safety service quality. This study was conducted as an 8-step scale development process of Churchill, and a literature study on the quality of air safety service was conducted to construct the initial items. Then, the final scale was purified by applying the modified Delphi technique to the constructed initial items. As a result of the first Delphi analysis, the initial items were refined from 34 to 40 items, and as a result of the second Delphi analysis, 38 items were refined. As for the method of this study, a survey was conducted on which a total of 201(the preliminary survey) and 356(the main survey) valid questionnaires. The validity and reliability of the scale were verified through the first and second surveys, during the second main survey, 3 items were removed. Finally, the scale was developed with a total of 35 questions based on three dimensions and eight sub-factors. Through the development of air safety service quality perception scale based on the above research process and analysis results, theoretical and practical implications for improving and evaluating safety-related service quality for sustainable management of airlines were presented.