항공교육 서비스품질 만족요인이 학생의 전반적 만족도에미치는 대칭 및 비대칭 영향 관계 비교 분석: 충청권 소재 항공서비스학과를 중심으로

Abstract

The purpose of this study is to compare the symmetric and asymmetric relationships between satisfaction factors of aviation education service and overall satisfaction of university students majoring in air service in Choongchung province, Korea. Findings showed that three factors(faculty, student response/administrative service, classroom environment) were derived from 28 service attributes. In the symmetric effect relationship between the quality of aviation education service and overall satisfaction, all three factors showed a positive effect on overall satisfaction. On the other hand, in the asymmetric effect relationship analysis using the three-factors model of customer satisfaction, three service satisfaction factors were classified differently. Classroom environment was identified as 'performance factors', and faculty, student response/administrative service as 'excitement factor'. The study discusses the difference between results using traditional symmetric approach and ones using three-factors model of customer satisfaction. The study concludes with the academic and practical implications of the results